Paris, France - June 4, 2012
At a glance:
- Consumers who can’t get their smartphones to work often return their devices: a significant cost for mobile service providers – and not at all making for a suite customer experience;
- Motive Mobile Device Manager (MDM) from Alcatel-Lucent addresses this issue - through over-the-air detection, configuration and provisioning of a wide range of mobile devices;
- The latest MDM release supports Apple and Android operating systems, and works across wireless access networks (2G, 3G and 4G);
Service providers need to reduce support costs while encouraging easy and rapid adoption of high-value mobile devices and services. Research from WDS has actually shown that 63% of returned phones are not faulty – a percentage that is obviously far too high. Motive Mobile Device Manager from Alcatel-Lucent eliminates the main reasons for calling the helpdesk and avoids unnecessary device return.
For instance, when a consumer takes their new device out of the box for the very first time, Motive MDM will make sure that the device is automatically attached to the network and properly configured.
According to a Yankee Group study, more than half (55%) of customer service calls actually deal with fixing difficult problems such as connecting to the mobile Internet, or setting up Wi-Fi – both of which now overshadow billing issues. As a result, 90 percent of support call issues take more than five minutes to resolve, and many take more than an hour or even in excess of a day due to the need for follow-up calls.
David Stevenson, Vice President and General Manager, Motive Customer Experience Solutions at Alcatel-Lucent: “With Alcatel-Lucent’s portfolio of Motive customer experience solutions (CXS) – of which the Mobile Device Manager is a fundamental building block – we can reduce average handle times of service desk calls with at least 10% and increase successful software updates with a factor of 10. This translates into less operational costs for mobile service providers, and happier – and more loyal – consumers.”
please sign in to rate this article