The Device Management Solution Your Telco Should Consider

Telco (= Telecommunications company) operators continue to provide more services and lease more devices than ever. Meanwhile, customers increasingly expect a higher quality of service and privacy protection. It can be challenging to simultaneously keep track of devices, assist customers with problems, and ensure enforcement of policies and regulations. Ultimately, a Mobile Device Management (MDM) software solution makes device management easier and more efficient while also improving the overall customer experience for your telco. The Radix MDM can supply your telco with all of the services it requires.

Advantages of a Device Management Solution for Your Telco

Here are some of the advantages of employing Mobile Device Management in a Telco:

Centralized Management

One of the challenges of having a large number of devices in the marketplace is centralized management for operating systems, apps, updates, and settings. Using Mobile Device Management (MDM) software, you can install and update devices remotely. This is essential for efficient customer service, which leads to happier customers.

Manage Security and Privacy

On average, a laptop is stolen every 53 seconds. 1 in 10 smartphone owners has had a phone stolen at some point. Devices are hot commodities on the black market. This creates problems for telcos that lose devices, and for customers who have stored personal data and potentially sensitive information on them.

If devices are lost or stolen, MDM software can remotely lock and wipe them. This helps safeguard customer data and prevent unauthorized users from accessing the devices.

Additionally, Mobile Device Management can also help clean devices when returning them, before leasing them to another customer. With MDM, you can manage from a central platform, to ensure that they are healthy and properly updated before moving on to the next user.

Support for All Stakeholders

Administrators and other stakeholders can use the MDM platform to remotely manage any device in the fleet at any time. MDM automates many of the time-consuming manual processes that you would otherwise have to perform in managing a fleet of devices. This frees administrators and other stakeholders to handle other pressing business needs:

• IT Administrators can centrally manage, monitor, and secure devices
• Support teams can provide users with remote assistance
• Managers can analyze and optimize device usage
• Project Managers can use detailed reporting for fact-based decisions.

Reducing Customer “Churn”

One of the telco industry’s biggest concerns is customer attrition or “churn.” As many as a fifth of customers report leaving one provider for another annually. The cost of managing churn is a significant expense.

Two MDM tools can make a big difference in customer retention:

• Remote assistance
• Reporting

Remote Assistance 

When customers have a problem, they expect responsive service and a fast resolution. For telcos, this is crucial to reducing customer churn. A recent study showed that telcos can avoid as much as 67% of customer churn by providing customer service that results in a resolution on the first interaction. MDM provides a better way to help deal with customer issues.

Also, when customers report problems, remote help is available through a Mobile Device Management platform. Customer service techs can connect remotely to any device to troubleshoot problems and help resolve customer issues.

MDM software that allows for Kiosk Mode can also be a big help. Kiosk mode allows customer support techs to lock down devices into limited functions. You can isolate a particular software package so it’s the only feature running on a device, to help isolate the root cause of problems. This allows for faster diagnosis which can lead to faster resolution times. It can also reduce customer frustration when the tech handles support directly on the device rather than asking users to delete or reinstall apps for troubleshooting.

Reporting and Analysis

Another way telcos can reduce customer churn is by monitoring device usage. For instance, when users have stopped engaging with a device, or show significantly less usage, it may signal they are more likely to drop the service when the contract ends. Therefore, MDM reporting can track customer data to help telcos identify customers who may be at risk so they can take proactive steps to retain the account.

According to the business consulting firm McKinsey, operators that use analytics to identify the warning signs of potential customer defections can dramatically reduce the churn rate. MDM reporting can flow into the predictive churn modeling process. You can use this to trigger alerts when warning signs occur or usage drops off.

You can also broadcast special offers, alerts, or reasons to re-engage based on predetermined triggers to try to recapture customer interest. 

Improving Customer Experience

You can use reporting to improve the customer experience by monitoring what apps are being used or content is being watched. Robust data reporting through MDM gives telcos the insight they need to make better data-driven decisions.

The Proliferation of Android TVs

Android TVs have become a household staple. Google recently reported that its Android TV user base has grown 80% in the last year alone. More than 7,000 apps are now available in the Google Play Store and it has become a popular choice for consumers.

Telcos need an easy way to manage these devices. One software telcos should consider for managing the proliferation of Android TVs is the Radix Android TV Device Management solution.

The Radix Android TV Device Management solution is the most robust and easy-to-use platform to manage and secure Android TV devices, giving stakeholders and administrators the power to harness any device to the organization’s mission. The Radix Android TV Device Management’s cloud-based platform allows you to use one interface to remotely manage devices, including these options:

• Central management of apps, OS settings, and device updates
• Firmware updates, including time-based, automatic, and triggered
• Remote application and update installation
• Simplified batch tasks and/or simultaneous workflows
• Track, lock, or wipe devices remotely
• Apply and enforce policies and regulations
• Create Geo-fences and device location perimeters

You can broadcast alerts and notices to any device (or every device) in the fleet for important customer information. It is also possible to group and tag devices based on predefined criteria.

API integration with CRM and third-party management systems allows for better tracking of data and analysis of device usage.

Are You Managing Your Devices Effectively and Efficiently?

Are you managing your devices effectively and efficiently? Contact Radix Technologies today for a demo of the Radix Android TV Device Management solution or other Mobile Device Management solutions.