February 9, 2012
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Cutting Problems Off At The Source
One of the major pain points brought on by the Second Generation Data Boom is the cost of supporting whatever strategies are decided upon to handle the data. Providers have to deal with the challenges attendant the surge in data demand, while monitoring the increasing operational costs associated with mobile broadband. One key area that shows significant savings potential is customer support.
With changes in policy and technology, always follows a demand on customer service resources. The very solutions mobile operators are turning to are compounding the service cost increase of the Second Generation Data Boom. It is a double team and the loser is the bottom line.
This is why it is important not to overlook simple ways in which the bottom line can be helped. Making customer service more efficient is one of those ways. Birdstep’s EasyHelp support client is designed to provide a great user experience and simultaneously reduce operational expenditure in customer support: Slash OPEX and reduce the high volume of low complexity service calls through support centre optimization. Quite simply put, it means less calls. It gives mobile devices the ability to self-heal, stopping problems before they become worth calling in about.
So, beyond the specifics, how does this idea help us figure out the New Mobile World Order? It points in a direction different from those of the solutions we talked about earlier in this series, but one that will be crucial in the coming year. Devices are not just there to demand data; they can be part of the solution. Not everything has to come from the center and expand outward, from command and then out to fix problems in the field. Technology like EasyHelp shows us the great advances in efficiency and problem-solving possible when energy is put into fixing problems at their source.
Here is an example of EasyHelp’s self-healing capabilities:
Let’s say that EasyHelp detects that a modem is available but disabled by software. EasyHelp will try to enable it and inform the user of the result. If multiple modems are available, EasyHelp will prompt the user to select their preferred modem. If the modem is set to "2G only" or "3G only" network mode, EasyHelp will set the modem to "Automatic" network mode. This way, no matter what type of network is available, the user will have Internet access. In fact EasyHelp is able to help with no less than 50 different fixes related to device, network, HW and SW.
That’s all they wanted in the first place, right? They just wanted their data. Instead of spending their time on the phone, using operator resources to fix the problem, the user spends their time on the Internet, with their problem fixed. In this example, the mobile operator is able to promise the user increased service, while helping organizational efficiency and ultimately the bottom line. Now, iterate this sort of solution outwards to all support issues and challenges brought on by the Second Generation Data Boom. Simple, progressive solutions like this will help any provider hoping to compete in the New Mobile World Order.