Customer Care: Reducing Costs and Increasing User Satisfaction and Loyalty with Mobile Device Management

13 May 2008 8:00 AM PDT 4:00 PM GMT

Customer Care, while a significant expense, is also an opportunity for differentiation and strategic advantage in an increasingly commoditized market. As phones become more complex, the challenges of providing cost effective customer care will increase. With the right tools, it is possible to reduce customer care costs and also deliver a better subscriber experience.

Learn how mobile device management addresses the following customer care issues:

• Phones ship with bugs: firmware updates over the air can fix those bugs and help eliminate recalls and support calls

• Initial setup is hard for many consumers: configuration management reduces the time it takes CSRs to help subscribers set up a new phone

• New services can be frustrating and hard to set up: Mobile Device Management (MDM) can help reduce subscriber frustration and increase update of new services

Noted industry analyst Stephen Drake from IDC will discuss the findings presented in the recently published ‘Recognizing the Optimization of a Mobile Operator’s Customer Care Organization Through the Deployment of Mobile Device Management.’  The paper identifies major areas of pain within the operator including stress due to the growing number of smartphone users, increased learning curves for the CSR due to complexity, and support problems due to multisiloed organizations.  It then goes on to describe how an MDM strategy can eliminate these pain points.

Tim Deluca-Smith with WDSGlobal and the Wireless Informatics Forum will share insight and observations gained from the years of experience WDSGlobal has providing customer care services for the wireless industry. Tim will also discuss hosted FOTA services and how the hosted service delivery model can open the door to FOTA for smaller operators.

David Ginsburg from InnoPath will quantify these pain points and describe the ROI of an MDM strategy.  The analysis will be based on actual operator findings. The discussion will also touch on the next step in MDM-enabled customer care – the deployment of care portals for front line CSRs and subscribers, as well as how the evolution of the MDM market and the OMA-DM standards will enable forward-looking operators to implement MDM in support of customer care.

Who should attend:

• Mobile operator executives

• Mobile operator customer care, marketing, and product management personnel

• Analysts, reporters and others with an interest in customer care and mobile device management