Can You Manage Your Devices Like This?The Solution Every Telco Company Should Consider

Telco operators continue to provide more services and lease more devices than ever. And, simultaneously, customers increasingly expect a higher quality of service and privacy protection. Keeping track of devices, assisting customers with problems, and making sure policies and regulations are being enforced can be a challenge. Ultimately, Mobile Device Management (MDM) software makes device management easier and more efficient while also improving the overall customer experience.

Centralized Management

One of the challenges of large numbers of devices in the marketplace is centralized management for operating systems, apps, updates, and setting. Using Mobile Device Management (MDM) software, you can install and update devices remotely. This is essential for efficient customer service, which leads to happier customers.

Manage Security and Privacy

On average, a laptop is stolen every 53 seconds. 1 in 10 smartphone owners has had a phone stolen at some point. Devices are hot commodities on the black market. This creates problems for telcos that lose devices, and for customers who have stored personal data and potentially sensitive information on them.

If devices are lost or stolen, they can be remotely locked and wiped with MDM software. This helps safeguard customer data and prevent devices from being accessed by unauthorized users.

Additionally, Mobile Device Management can also help clean devices when they are returned before being leased to another customer. Devices can be managed from a central platform so they are healthy and updated before moving on to the next user.

Support for All Stakeholders

Administrators and other stakeholders can use the MDM platform to remotely manage any device in the fleet at any time. MDM automates many of the time-consuming manual processes that would otherwise be involved in managing a fleet of devices. This frees administrators and other stakeholders to handle other pressing business needs:

• IT Administrators can centrally manage, monitor, and secure devices
• Support teams can provide users with remote assistance
• Managers can analyze and optimize device usage
• Project Managers can use detailed reporting for fact-based decisions.

Reducing Customer “Churn”

One of the telco industry’s biggest concerns is customer attrition or “churn.” As many as a fifth of customers report leaving one provider for another annually. The cost of managing churn is a significant expense.

Two MDM tools can make a big difference in customer retention:

• Remote assistance
• Reporting

Remote Assistance 

When customers have a problem, they expect responsive service and a fast resolution. For telcos, this is crucial to reducing customer churn. A recent study showed that 67% of customer churn can be avoided by providing customer service that results in a resolution on the first interaction. MDM provides a better way to help deal with customer issues.

Also, when customer report problems, remote help is available through a Mobile Device Management platform. Customer service techs can connect remotely to any device to troubleshoot problems and help resolve customer issues.

MDM software that allows for Kiosk Mode can also be a big help. Kiosk mode allows customer support techs to lock-down devices into limited functions. Software can be isolated so it’s the only feature running on a device to help isolate the root cause of problems. This allows for faster diagnosis that can lead to faster resolution times. It can also reduce customer frustration when the tech handles support directly on the device rather than asking users to delete or reinstall apps for troubleshooting.

Reporting and Analysis

Another way telcos can reduce customer churn is through monitoring device usage. For instance, when users have stopped engaging with a device, or show significantly less usage, it may signal they are more likely to drop the service when the contract ends. Therefore, MDM reporting can track customer data to help telcos identify customers that may be at risk so they can take proactive steps to retain the account.

According to the business consulting firm McKinsey, operators that use analytics to identify the warning signs of potential customer defections can dramatically reduce the churn rate. MDM reporting can flow into the predictive churn modeling process. This can be used to trigger alerts when warning signs occur or usage drops off.

Special offers, alerts, or reasons to re-engage can be broadcast based on predetermined triggers to try to recapture customer interest. 

Improving Customer Experience

Reporting can also be used to improve the customer experience by monitoring what apps are being used or content is being watched. Robust data reporting through MDM gives telcos the insight they need to make better data-driven decisions.

The Proliferation of Android TVs

Android TVs have become a household staple. Google recently reported that its Android TV user base has grown 80% in the last year alone. More than 7,000 apps are now available in the Google Play Store and it’s become a popular choice for consumers.

Telcos need an easy way to manage these devices. One software telcos should consider for managing the proliferation of Android TVs is the VISO Android TV Device Management solution.

The VISO Android TV Device Management solution is the most robust and easy-to-use platform to manage and secure Android TV devices, giving stakeholders and administrators the power to harness any device to the organization’s mission. VISO Android TV Device Management’s cloud-based platform allows you to use one interface to remotely manage devices, including these options:

• Central management of apps, OS setting, and device updates
• Firmware updates, including time-based, automatic, and triggered
• Remote application and update installation
• Simplified batch tasks and/or simultaneous workflows
• Track, lock, or wipe devices remotely
• Apply and enforce policies and regulations
• Create Geo-fences and device location perimeters

Alerts and notices can be broadcast to any device (or every device) in the fleet for important customer information. Devices can also be grouped and tagged based on predefined criteria.

API integration with CRM and third-party management systems allow for better tracking of data and analysis of device usage.

Are You Managing Your Devices Effectively and Efficiently?

Are you managing your devices effectively and efficiently? Contact Radix Technologies today for a demo of the VISO Android TV Device Management solution or other Mobile Device Management solutions.