Device Management for Telcos: Providing Better Service Than Ever Before

VISO Mobile Device Management (MDM) is a cloud-based management platform that allows users to reduce operational complexity, and save time and money. It makes device management for telcos smarter and more focused so companies can track and manage every device across fleets, provide remote assistance to customers, and reduce customer churn.

VISO MDM makes it easy to effectively manage a large number of different devices, including Chromebooks, iPads, laptops, tablets, interactive touchscreens, and VR devices. This includes Android TV devices – which have shown astounding growth rates over the past year. According to Google, Android TV users have grown more than 80% since 2019 and is quickly becoming the center of the home.

Central Device Management for Telcos

In large device fleets, centralized management is essential. Telcos need the ability to manage apps and OS settings across devices. VISO MDM allows for updates and patches to be applied remotely as well as policies and regulation applications system-wide. Administrators can manage firmware and do OTA updates easily.

VISO MDM automates many of the manual tasks that would otherwise be labor-intensive when managing a fleet of devices. For example, devices can be grouped and tagged to make them easier to manage. This allows for batch tasks by groups. Since VISO MDM allows for simultaneous workflow, a large number of devices can be managed at the same time.

Enrollments can also be automated by groups or roles. This allows new devices to be configured automatically when they are connected without any required user intervention. This reduces the startup time so that users can begin engaging with their devices more quickly making for more satisfied customers. Custom OEM devices can be pre-configured at the factory level.

VISO MDM provides its own enrollment method and also supports industry-leading methods, including:

• Google EMM
• Samsung KNOX
• LG GATE
• Sony SDK
• Apple DEP/VPP

Improving the Out of the Box Experience (OOBE) avoids complicated device setups and reduces calls to customer support centers. At the point of sale, it also reduces the time store reps have to spend setting up customer devices so they can focus more time on revenue-generating activities.

Remote Support

One of the biggest challenges for device management for telcos is providing support. Users are at different points in their tech knowledge. Some need individualized attention for even the most basic functions. Others are tech-savvy but may also fiddle with settings that can cause problems.

When users have to bring their devices in and support teams have to physically touch each device individually, it’s time-consuming and expensive. It also adds to customer frustration. By providing remote control and support down to the individual device level, support teams can more rapidly analyze problems and improve first-call resolution.

Users are happier as well because this decreases downtime. That’s particularly important in an industry with a high churn rate. A recent survey of users that canceled their service within the past two years demonstrated that 39% cited customer service or support issues as the reason for their cancellation.

Acquiring new customers is expensive. In fact, telecom companies have one of the most expensive customer acquisition costs of any industry. Keeping customers happy and renewing is the key to optimizing lifetime value.

Privacy & Security

Mobile devices have become more than mere communication devices and computers. For customers, they’ve become storage devices for intimate details about their lives. With so much personal data living on these devices, telcos have a responsibility to safeguard customer information.

VISO MDM allows administrators to track device locations. If warranted, geo-fences can be created with alerts when devices leave authorized areas. This also makes it easier to track lost or stolen devices. In case a device is stolen or lost, administrators can deny access by locking the device or wiping data remotely.

Device Health

Telcos have a significant investment in mobile devices that customers use. When leases are up, you can’t move them on to another customer if they aren’t healthy and working properly. Mobile device management monitors the health of devices and allows for remote control for troubleshooting. This improves the odds devices come back in good shape and need only minimal care before being dispatched to another customer.

Licensing

Mobile device management for telcos also helps with license compliance.

Software compliance audits can be expensive and labor-intensive. Dealing with audits can take more than a year to resolve and leads to fines or lawsuits if you can’t provide adequate documentation. Mobile device management software can make a compliance audit easier and provide the data you need.

Inventory and Reporting

Besides licensing, VISO MDM also maintains automated inventories so you can visualize device stock levels, deployment levels, and usage.

Monitoring usage level is important for customer retention. When usage is high, customers are more likely to renew. When usage lags, customers are more at risk of leaving. Analyzing this data allows sales and marketing teams to monitor potential defection levels and create customized offers to entice renewals. This approach can significantly improve customer retention. A case study by McKinsey details how one telecom created a library of offers to deploy when users displaying the warning signs for leaving. This helped the company reduce churn by as much as 15%.

Tools for All Stakeholders

Radix provides tools for all stakeholders including IT, support, finance, executives, and project managers.

Project managers have the data and reports they need to make better decisions. IT administrators can manage and monitor the entire fleet from an all-in-one software platform. Support teams can provide remote customer assistance cost-efficiently. Executive and finance teams can track and analyze device deployment and usage.

The Solution for Mobile Device Management

Whether you’re a B2B OEM, digital device vendor, Integrator, reseller, or distributor, Radix has the right solution for your mobile device management. Contact Radix for more information and a free trial of VISO MDM.