Industry analyst Stratecast and Mobile Device Management (MDM) company InnoPath have developed a comprehensive tool for assessing the financial impact of mobile device management on network operations. Based on expansive and in-depth research, experience and analysis, Stratecast concludes that using MDM within mobile operators customer care organizations could have a major impact on global operational and support costs in the range of $3 billion (1.7 billion) in 2009 to over $23 billion by 2013.
The advanced services customers demand from their cell phones are creating an unprecedented burden on the mobile operator, says Nancee Ruzicka of Stratecasts OSS/BSS Global Competitive Strategies group. Increasingly complex requirements for device configurations, software updates and convoluted trouble-shooting procedures are driving up support costs. These are costs which cannot be contained without streamlining traditional methods of customer support for mobile devices.
Using MDM, says InnoPath, customer care representatives both on the phone and in the store can view a customers handset configuration and quickly understand what is missing, incorrect, or out-of-date. Following identification of the problem, a solution can be immediately applied Over the Air (OTA) without any intervention from the customer. This streamlines the customer support process, creating efficiencies that reduce the number and length of support contacts and in turn result in cost savings. Stratecast and InnoPath predict that these cost savings, when applied to an average North American operator (with 70 million subscribers), would result in a total saving of $2 billion over five years.
Proving the ROI for MDM-delivered customer care is critical as the device management market evolves from point products to end-to-end solutions that address the true extent of operator requirements, the companies note. Customer care is strategic to wireless operators and as these expenses grow, operators will look to vendors with proven operational expertise, technical leadership, and financial stability to help contain escalating costs. InnoPaths solution permits the operator to adapt the basic MDM client on the subscribers handset to their specific customer care requirements, without restriction based on network technology.
The jointly developed ROI model includes over 25 independent variables and leverages both Stratecasts empirical data and InnoPaths practical experience. The companies say the results clearly prove the impact of mobile device management on customer care operations in mobile operators. Copies of the business case analysis, as well as registration for the joint InnoPath/Stratecast webcast on the model to be held on Tuesday, 7 Oct, are available here.
InnoPath is presenting the ROI model, as well as a complete demonstration of its MDM-driven customer care solution at CTIA Wireless San Francisco until Friday, on booth 1506. Anyone wishing to schedule a meeting at the show should contact Lisa Eskey with Sterling Communications at +1 408-884-5157 or Teresa Neidel-McKee with InnoPath Software at +1 408-962-9343