Mark Donahue Mark Donahue is an associate editor for Telephony magazine. Previously, he worked in The Associated Press’ Chicago bureau, as well as two trade publications. He graduated from...more

Archive for December 11th, 2008

The Nightmare After Christmas: Solving a Frightful Call Center Scenario

In the spirit of the holiday season, we at InnoPath have issued a PR and accompanying poem that calls attention to the challenges of smartphone support. Mobile Device Management (MDM) helps address usability issues, reducing operator expenses while increasing customer satisfaction. We’ll all look forward to a prosperous, MDM-enabled new year, and for those traveling to Barcelona, we’ll see you there.


Santa doesnWe usually think of smartphones at holiday time as bright shiny objects under the tree—our dream gift—but will they also prove to be a mobile operator’s worst nightmare? With each passing season, more and more smartphones are in the hands of increasingly unsophisticated subscribers. Operators look upon these subscribers to generate the highest revenues, and they may in fact be the most loyal as well (if all works correctly). But there is a dark side of the bargain: they cost more to support. Sometimes, much more.

A single mis-configured email setting may result in a 30-minute support call working the subscriber through arcane menus and settings, eliminating any profit he or she was expected to bring to the table. Compounding the problem, the operator must train skilled frontline care personnel at additional expense. This in the face of mandates for cost-cutting due to an uncertain economic future, and the need to maintain usability of phones in the hands of subscribers for longer periods of time due to slower replacement rates.

MDM technology provides the operator—for the first time—with a live, over-the-air management channel to the phone, offering a way out from this Dickinsonian nightmare. It re-invents the interaction between the subscriber and frontline care, reducing operational expenses and increasing customer satisfaction through first-time problem resolution.

The Nightmare After Christmas

‘Twas the night before Christmas, when all thru the call center,

Not a dialpad was stirring, from a frustrated dissenter.

The customer care reps were home without care,

Knowing support calls could not reach them there.


Shorten your calls, and take care of your subs,

This is Mobile Device Management; they don’t sell it in pubs.

Fix Windows, fix Symbian, fix Android as well,

LiMO and others? Too many to tell!

Read more!

MDM enables the operator’s care organization to provide better service with reduced expenses despite increasing device and service complexity. InnoPath is unique in delivering a device management solution, which while fully standards compliant, is also highly flexible, extensible and quickly implemented. The ROI for MDM-enabled customer care has been illustrated in a recent study by analyst firm Stratecast, which places the annual global operator exposure at more than $25 billion, billions of which may be saved through use of MDM. Interested parties can review a copy of this study. InnoPath will demonstrate its complete MDM-enabled Customer Care solution at the upcoming Mobile World Congress, 16-19 February, in Barcelona.

In the spirit of the season, the employees of InnoPath would like to wish everyone happy holidays and a healthy new year.

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