13/07/2015

By Amir Lehr, EVP of Products & Business Development for Mobile Lifecycle at Cellebrite


The current trend for BOYD (Bring Your Own Device) is favoured by many large organisations who are giving in to employee requests for less restrictive technology on their mobile devices. Furthermore, corporations believe that implementing a BOYD policy will enable employees to access information on the go, using their own personal device, which in turn, promotes employee satisfaction. From a corporate standpoint, BYOD can potentially save on hardware and software expenses, and related IT expenses.

However, with BYOD, and also company issued devices, there is very little control over what is downloaded from various websites and play stores, this leaves devices wide open to a number of security and malware related issues, and, with so much information at the employee’s fingertips, most cannot afford to be without their device for any length of time. Whether or not organisations chose to implement a BOYD policy, or issue employees with company owned mobile devices, they need to be able to fall back on their chosen network operator to quickly identify and fix mobile device issues that arise.

Recent research by Cellebrite, developer and provider of mobile diagnostics solutions, in conjunction with Ovum, found that in over 4,000 respondents, 19 per cent said their phone was completely unusable for a short time, with 45 per cent saying it became more difficult to use their smartphone. Malfunctions included battery issues (39 per cent), apps freezing (29 per cent) or issues with performance speeds (25 per cent).

Most smartphone users acknowledge that things can go wrong with their devices, it is only a machine after all. But, when faced with a broken device, organisations need to be able to count on their network operator for help and support, in addition to the pre-set contractual benefits. Recent research found that 44 per cent of businesses said they are not in a long-term contract with their current mobile network provider, which leaves them open to receiving inadequate help in the event of a mobile malfunction.

Software-related problems, which are outside the network operators’ control, have increased from 10 per cent to 40 per cent of the proportion of total faults. A third of all handsets that are sent for repair are found to be No Fault Found (NFF). This can be incredibly frustrating for businesses and network operators bearing the brunt of this frustration.

A key solution to this problem is offering an integrated, multichannel approach that addresses software-related issues quickly and closer to the user. The Ovum research also found that the three components of the technical service function that will mitigate costs and maintain customer satisfaction are: self-help applications, remote diagnostic tools, and advanced in-store technical support capabilities. These are the benefits and choices available to businesses if they were to rely on a network operator providing the tools for these services.

With employees potentially facing issues anywhere in the world, having more than one way to diagnose the problem offers increased flexibility to businesses to solve the issue. By partnering with a network operator, businesses have access to multiple touch points which adds value throughout the lifecycle of mobile phone purchase and ownership, and the ability to pre-empt or solve potential problems that each employee may face with their handset. This peace of mind gives businesses the freedom to create a mobile workforce.

With nearly 80 per cent of respondents saying they would most likely use self-diagnostic tools as a first step to issue resolution, equipping businesses with easy-to-use self-service tools can resolve issues quicker, resulting in happier and more productive employees.

Organisations can play a major role in ensuring constant connection by utilising available and easily accessible technology, which enables employees to tackle smartphone malfunctions, anytime and anywhere. By partnering with a network operator that offers rapid and accurate diagnostics, organisations will have the peace of mind that issues can be resolved quickly and conveniently.