Device Management for Telcos: Provide Better Service Than Ever

The Radix 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.

The Radix 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. The Radix MDM allows you to apply updates and patches remotely, as well as policies and regulation applications system-wide. Administrators can manage firmware and do OTA updates easily.

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

You can also automate device enrollments by groups or by roles. This allows you to configure new devices automatically as soon as 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. You can also pre-configure custom OEM devices at the factory level.

The Radix 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 who 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.

The Radix MDM allows administrators to track device locations. If warranted, you can create geofences that activate an alert 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 that devices come back in good shape. Devices will need only minimal care before dispatching them 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, the Radix MDM also maintains automated inventories so you can visualize device stock levels, deployment levels, and usage.

Monitoring the 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 displayed 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.

Radix MDM: The Solution for Mobile Device Management for Telcos

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 the Radix MDM.