BoxTone Service Desk Management Module: Superior Mobile User Support Reduces Escalations, Slashes Mobile Issue MTTR
You want to move out of daily BlackBerry, iPhone, iPad, Android and Windows Mobile device support and into new projects. And management is demanding that you reduce mobility support costs without impacting service quality. But few people possess your mobile management expertise.
BoxTone’s recommendation? Enable lower-cost help desk staff to solve up to 80 percent of your mobile
users’ inbound calls intelligently the first time, without your involvement –- typically in 3 minutes or less -- using the BoxTone Service Desk Management module.
Designed for general-purpose, regional or centralized help desk staffs with wide-ranging support responsibilities and little to no mobility expertise, this module starts with a dedicated Web-based console using windows authentication walled-off from the BlackBerry Enterprise Server, Exchange ActiveSync or Good Technology mobility solutions or dependencies on other technologies.
The BoxTone Service Desk delivers instant access to user's device status, the root cause of a problem and provides recommendations for a resolution.
Upon taking an inbound call or email, a support staffer quickly accesses a screen with all of that mobile user’s key smartphone information, including model, free memory, version, home and current carrier, mail server and mobility server, along with a history of all recent mail flows and events. Issue root cause is displayed graphically, accompanied by a short description of the issue and the resolution.
For smartphone-related issues, staffer can access a growing list of 1-click fixes including the ability to reset device password, resend service books and wipe the device (assuming security rights are granted), or take actual remote control of the device via the best-in-breed LogMeIn Rescue application. The staffer then need only watch as the fix and the return of normal mail flows are validated.
For infrastructure related issues -- such as BlackBerry Enterprise Server to mail server connectivity issues – that require a mobility IT admin or the messaging team to take action, the support staffer can make a 1-click escalation that includes relevant, auto-generated detail to eliminate rework and lower mean-time-to-resolution.
Deploy the BoxTone Service Desk Management Module and you’ll:
- Supercharge your help desk to correctly resolve most inbound calls the first time, typically in 3 minutes or less
- Reduce escalations from Level 1 to Level 2&3 by up to 70-80% - like all of those provisioning and activation problems that currently sap your time
- Keep the VIP mobile users who call your Help Desk far happier
It’s time to stop the mobile support trouble tickets and fix issues at the Help Desk. To learn more about what this module can do for you organization, email us now or use our Contact Us form.