You’ve just become the CFO of a large company in the banking sector. Your priority in the coming months will be to review investments in technology and increase value for money.
One of the areas on your radar are the expenses in relation to remote workers, wireless devices and terminals a.k.a. “enterprise mobility management.”
From your perspective, there are plenty of inefficiencies due to a mix of long-term contracts and the struggle to measure actual mobile data consumption. That's not acceptable, and your job is to deal with those pitfalls ASAP. What you are looking for is an enterprise mobility suite that can offer a better solution, increasing customer satisfaction, and save money.
You scheduled a call with the CIO to identify how to drive costs down while keeping the same standards of IT support, enhancing the end-user experience and improving business efficiencies. After a long conversation, you are now clear about what requires your attention. You will present a report during the next executive meeting and discuss the four following points:
- Cookie Cutter Mobile Data Rates
One-size-fits-all mobile plans aren’t good enough for the modern enterprise. Staff from different departments have specific needs and do not consume the same amount of data. For instance, finance employees spend most of their time inside the office. Colleagues call them for information and they do not use very much mobile data, as they stay connected to the fixed corporate network.
However, account managers are on the move all the time across the city or country. They need feedback on proposals, to be in constant contact with clients and home office, etc. As a result, their data consumption is much higher than other employees.
This is the problem when mobile data volumes are based on “average users.” In this scenario and in most organizations in North America, you will never have an “average” user. What ends up happening is an overcharge for the finance team who never come anywhere close to the plan limit, and surcharges for your sales team who are always above it. Your ideal target would be to pay for only the data each employee uses.
- Monitoring Actual Mobile Data Consumption
The second pitfall is that you never know for sure how much data is required every month. Most data invoices only show a fixed amount according to the plan selected and don’t detail usage. That means you can’t easily tell whether you can save money by downgrading plans or if your costs would increase due to surcharges.
If you still want to find out about actual consumption, you have no choice but to manually compare hundreds of bills directly with your employees, a long and time-consuming process. Your Finance, IT and possibly HR teams would need to be in touch with each member of your staff. Who is going to track the data end users utilize on a monthly basis? This is simply not practical.
- Long-term Mobile Contracts
The company incurs extra costs due to long-term contracts with fixed mobile data plans for teams who only need mobile data for short terms.
For example, each time there is a new product launch, your marketing team is hiring seasonal staff and is making the rounds at the industry trade shows. This activity is only intense during one quarter of the year. As it stands, each seasonal hire is provisioned with a mobile device with a 2-year contract even though he or she will only need it for one 3-month period.
You could also talk to your carrier about this scenario, but the unknown is how much data will be needed to cover that intense 3-month period with substantially more people on the team.
Keep in mind that when the quarter is over, those seasonal hires will have completed their contract and will need to return their device. Now what? IT needs to warehouse many devices until the next product launch? What will happen if the devices are no longer technically fit for use at that time?
The ideal scenario is an enterprise mobility management solution that does not lock you into any contract. That would enable you to keep flexible and scalable rate plans and devices according to the needs of each seasonal hire in this example. Included in a mobility management solution is the ability to offer a utility model where the cost of the hardware and cellular service is a simple monthly fee.
- Quality of Technical Service and Support
The last potential pitfall concerns technical support. Enterprise mobility management is not just about cost. You want to increase efficiency but also enable your end users to serve customers in a satisfactory way while offsite.
So when your employees are having trouble with their devices or need some help getting the latest IT-approved software installed, it is important that they receive the most helpful service when calling in to the help desk.
Those who staff the help desk need to know a lot about multiple operating systems and many smartphone devices and have a ‘business first’ attitude. This has not often been achieved from the carrier or from existing OEM service desks that outsource their help support.
What is required is a help desk staffed with technicians who have a good attitude for solving the problem, knowing there is a business and many dollars at stake for the party at the other end of the phone. Choosing a solution with an experienced help desk staff will ensure your employees are up and running and able to serve your customers no matter when or where they are.
If your company handles high-risk emergency situations, your team’s need for a reliable help desk team is virtually non-negotiable.
Enterprise mobility management is not a one-size-fits-all activity. It is necessary to balance costs and value at all times while avoiding financial pitfalls. You must consider what rates work best for each department – or even each employee. Comparing bills with usage should be easy, and you don’t want annual contracts that could lead to surcharges, overcharges or early termination fees. Identifying the right level of service depending on each deployment is also key. This is possible if you choose a flexible and scalable enterprise mobility suite.
Whatever your needs, you should look for a partner that can execute your mobility strategy with a Mobile Access Solution. Learn more about how a single source solution provider can take the pressure off your IT department.