25 May Vetting Mobility Management Providers

The telecom expense management (TEM) market is growing at a CAGR of 13.5 percent and expected to reach almost $5 billion in value by 2024, according to a recent study by Transparency Market Research. Growing telecom expenditures and the rising adoption of mobile devices have increased management requirements on the enterprise to keep costs down and assets properly controlled. We touched on why this is happening in a recent blog, highlighting a propane distributor’s journey from internal to outsourced mobile TEM and help desk services.

  • Are helpdesk calls answered in the first 30 seconds and tickets responded to within minutes?
  • What percentage of tickets have a first-call resolution? It should be a high number.
  • Is there same day processing and overnight delivery for a broken, stolen or lost device?
  • Are helpdesk agents subject-matter experts, U.S.-based and fluent English speakers?
  • Will the provider create and disseminate a customized corporate mobility policy?
  • Does the provider assist with the creation and setup of monthly and annual wireless budgets?
  • Is the provider device agnostic and have expertise with every carrier, device and platform?
  • Are mobile spend summaries sent to every user and manager, noting whether they are at, below or above budget?
  • Does the provider have a proven track record of thorough and on-time implementations?

Now we turn our focus to some important considerations that enterprise stakeholders should think about when sourcing managed TEM and Helpdesk providers.

Does the provider have true audit and optimization expertise?
Most mobile TEM and help desk providers promote similar capabilities and practices. They generally market their ability to simplify customers’ day-to-day administration of mobility, emphasizing management of usage, inventory and break/fix/replacement of devices to streamline workflows and free up internal IT resources. They also stress monthly audits and ongoing optimization aimed at reducing telecom expenditures in the near and long term. But the reality is, many perform the lightest level of optimization based on data being generated automatically from the software they are running. The software will only carry the audit and on-going optimization so far. The real benefit comes when a team of experienced professionals analyzes the software generated data and applies their market knowledge and understanding of the client’s environment to arrive at recommendations.

Does the provider deliver a seamless or fragmented customer experience?
Human intelligence, experience and coordination between teams and systems (provider and customer) is essential to ensuring the best possible outcomes. When sourcing TEM providers, get a sense of whether they triangulate ongoing optimization, helpdesk tickets and evolving client needs. In other words, do they use their personnel and systems in a holistic manner to form a tight circular support system around the client? One that is focused on customer-specific intelligence and business needs, and that translates into execution, confirmation of results, and quantifying outcomes?

At TeraNova, experts in various silos – helpdesk, optimization, auditing, etc. – collaborate to create a “Super Tera Team” that supports the client’s unique needs. They are constantly communicating with each other, sharing insights, extracting and analyzing data, and making sure that their findings translate into meaningful action for the client. Enterprises utilizing managed TEM providers should expect nothing less.

Does the provider have a history of rapid and successful implementation?
Sometimes an astronomical implementation fee is charged up front and implementation isn’t performed correctly, on time, or ever. Adding insult to injury, when the enterprise tries to walk away, the provider says, “Sorry, you owe us a huge penalty or the rest of your contract if you leave.” Implementation should be quick and painless.

Does the provider have out clauses requiring it to provide stellar service?
Even if enterprise stakeholders sign a term contract in exchange for a discount, they should have an “out” clause after 60 days that releases them if they are unsatisfied, and without a massive penalty. Providers that don’t do this aren’t certain they can perform well enough to keep your business.

If you would like to dive deeper into these suggestions or have any questions, don’t hesitate to contact our experts at info@teranovaglobal.com or call us at 800.843.2820.


Robert Titsch

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