BoxTone Mobile Service Management Software Solution for Tiered Mobile Support Reduces Mobile Incidents and Troubletickets, Slashes Escalations, Cuts MTTR to Minutes

Are your upper-level IT messaging operations and engineering teams spending so much time on day-to-day mobile support issues that they can’t focus on what’s really important – like planning for the next wave of mobility and deploying more mobile applications? And has anyone figured out that all those support calls taken by the IT messaging operations teams can be really expensive?

If your number one mobile management priority is to improve your support organization’s efficiency and push mobility support down to lower cost resources, BoxTone has a solution – Tiered Mobile Support.

Mobile device-related trouble tickets that make it all the way to Level 3-4 engineering cost upwards of $275 per incident. If solved at Level 2, about $100. And at a Level 1 Help Desk about $25-50. In most organizations without automated software like BoxTone, only 20-30% of issues are solved at Level 1, with 40-50% at Level 2 and 30-40% at level 3-4. The average incident also takes upwards of 30-120 minutes to resolve.

Through a combination of the BoxTone Core platform, software modules and consulting services, we can help you turn “average” mobility support on its end, enabling your mobile end users to solve more than half of their issues themselves, with 75% of the remainder resolved by your Level 1 Service Desk, leaving as little as 15-20% of all service issues for upper-level IT.

This Tiered Support solution includes:

• User Self-Service, enabling end users to check their own device health 7 x 24 in any browser and then solve issues via simple instructions
• Service Desk Management, enabling the Help Desk to correctly solve issues in <3 minutes, cutting escalations by up to 80%
• Incident Management , designed to proactively warn of pending issues before users call while cutting mean time to repair (MTTR) by 70-80%;
• Problem Management, for Level 2-3 IT pros to proactively tune system performance and resolve chronic issues, reducing costly incidents by 30%-40%

By pushing support down to the lowest cost, fastest, most effective resolution resource, you’ll be able to support more users, more mobile devices (like the BlackBerry, iPhone, iPad, Google Android and Windows Mobile), more ownership models (corporate-liable versus employee-liable) and more platforms (BlackBerry Enterprise Server, Client Access Server with Exchange ActiveSync and Good Technology) without the need to staff up. And without the need for existing staff to become mobility experts (BoxTone does that for them).

Ready to get started? Email BoxTone Sales, use our Contact Us form or call +1 410-910-3344 now to arrange a personal demo and price quotation.