BYOEverything Fully Mobile World: It’s Not as Simple as “Open a Ticket

BYOEverything Fully Mobile World: It’s Not as Simple as “Open a Ticket

George Spalding Pink Elephant

Fernando OliveiraWireless Analytics

Jonathan SteeleWireless Analytics

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In a BYOE world, access to wireless performance tools and enterprise mobility is critical. Users are more demanding as wireless network capacity expands and mobile devices become more powerful. Enterprises must be prepared. They must bring full application access directly to mobile workers to ensure their mobile experience is the same as the wired experience.

You’ll also hear a real customer success story from Fernando Oliveira and Jonathan Steele of Wireless Analytics, one of the original wireless mobility organizations.

Learn from their experiences, successes and lessons learned:•Challenges when faced with rapid growth•How they managed the vendor selection process•The steps to delivering “enterprise grade” Service desk solutions•How they succeeded in delivering the service levels required by clients

Join us on this next installment of our “It’s not about you” webinar series, hosted by George Spalding, Executive Vice President, Pink Elephant, where we’ll discuss how in a BYOEverything fully Mobile World, It’s not as simple as “Open a Ticket.”

Agenda

George Spaldinghttps://www.linkedin.com/pub/george-spalding/4/856/384

George Spalding is the co-author of ITIL® V3’s Continual Service Improvement core volume. George Spalding was awarded the 2012 Ron Muns Lifetime Achievement Award from HDI and is one of the world’s most insightful and engaging IT Service Management and Support experts.

In addition to his extensive commitment to improving the industry, George spent several years as a consultant to the White House on technical presentations and White House conferences. He also coordinated technical presentations for members of the President's cabinet, the Smithsonian Institute, and the Federal Bureau of Investigation. George is an ITIL Expert, the highest level in the ITIL certification program, is a regular author of IT articles and white papers, and is a presenter at global ITSM conferences and events.

https://www.linkedin.com/pub/george-spalding/4/856/384



Fernando OliveiraFernando Oliveira is a results-oriented, multi-faceted executive with leadership, operational and business management experience in Corporate Strategy, Service Delivery and Operations. As a principal with Wireless Analytics his focus is on directing and enabling internal and client teams to exceed client expectations through technology, marketing, incentive and employee engagement initiatives that create measurable not only ROI but also ROO for Wireless Analytics clients. In addition to his 10 plus years in a managed services environment, Fernando has also held the positions of COO, VP of Biz Dev in his previous business engagements.

Jonathan SteeleJonathan Steele is the Senior Manager of Technology at Wireless Analytics. He is responsible for the implementation, administration and continual improvement of WA's EasyVista platform. Jonathan oversees the daily technology infrastructure at WA and is tasked with providing the right mix of leadership vision, technical aptitude and project management to ensure the organization is prepared for the daily challenges of the mobile industry. Jonathan is a founding member of the WA team and over his 10 year tenure has held roles in customer support, service delivery, account and project management and help desk management.

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Wireless Analytics is a managed services provider (MSP) helping mid to large-sized companies significantly reduce enterprise-level mobile communication costs, as well as dramatically improve quality of support to their mobile users.

Who is Wireless Analytics

Talented Staff Augmented with Technology A strong history of business success and customer loyalty Service quality and client retention Best-in-class technology and service capabilities based on objective standards, and a shared business

commitment to supporting the end user’s needs

Proprietary and Confidential - ©2015 Wireless Analytics

2003 Invoice

Processing

2005 Carrier

Optimization

2007 Helpdesk Support

2009 Mobile Device Management

2013 BYOD

2015 BYOE

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Why Enterprises Need MSPsCommon Challenges Fast growth in their business Telecommunications needs surpass internal resources Limited bandwidth to identify inaccuracies, manage costs and negotiate better rates

It becomes much more cost effective to gain access to best-in-class tool sets, hardware, software and even niche technology experts by only paying for what is needed.

Common Results from MSP Engagement Decrease mobility spend Reduce internal IT support costs Enable employee productivity Achieve ROI through mobile technology


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Why Enterprises Choose Wireless AnalyticsSolution Evaluation Decision Process Domain expertise and technology Integrated solution of software and services Quality of service and partnership Tangible cost savings

Right Mix of Products and Services to Support Cost Optimization Cost Savings Data Integrity Attestation Removing process bottlenecks Improved automation Greater adoption of management tools


We’re Good At What We Do!

Rated highest in customer satisfaction for managed mobility services in 4 most recent customer surveys

Among fastest growing privately held companies 2013, 2014 and 2015•58th fastest growing in telecom

Fastest growing company in Massachusetts 2014, 2015

Leading member of Telecom Expense Management Industry Association; Elected board member and treasurer

Proprietary and Confidential - ©2015 Wireless Analytics8

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Products and Services•Custom Web Portal•Wireless Provisioning•Wireless Policy Management

Order Process

•Monthly Allocation Reports•CLEAN™ Reports•Performance Metrics

Cost Allocation Tracking & Reporting Services

•Rate Plan Management•Inventory Management•Carrier Management•Carrier Contract Negotiation

Carrier Optimization Services

•Voice/General End-User Services•Smartphone MDM Support•Help Desk Reporting Metrics

Help Desk Services

•BYOD/“Support-Only” Services•Acquisitions & Divestitures Implementations•Deep Knowledge and Support of MDM •Policy Creation & Active Management•Strategic Consulting (e.g. Industry Research / Recommendations)

Value-Added Support Services


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Communication Lifecycle Expense AnalyticsCLEAN Platform™

Categorizes any assets, services or usage (e.g. physical, virtual, services and end-users) Closely tracks all costs and charge backs to the cost centerFully captures the various IT management areas

Expense Management Financial Management Service Management Asset management

Integrates directly with ITSM applications such as EasyVista.

End-users have a single sign-on from a centralized control panel to a variety of mobility, telecom, cloud, and other technology management services that are both configurable and

personalized to the client’s current needs.


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In a BYOE World Every Client is UniqueBYOEverything – it’s not just smartphones that require procurement and support!

• Fleet tracking (wireless modems built into vehicles)• Wireless parking meters• Wireless pay stations• Electronic scanners• Mandatory compliance of tracking texts (send and receive texts)• Personal wireless devices

User expectations have followed the on-demand service modelMSPs are uniquely positioned to support the service management requirements of the BYOE user

Wireless Analytics is solving the BYOE challenge by acting as a trusted partner to our customers and leveraging best-in-class technology like EasyVista.


“I don’t need YOUR infrastructure…until I do.”

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Full Mobile Lifecycle Management

User

Smartphone

Tablet

Wearable Device

App License

In the past, WA’s primary support target was a mobile number or device.

Our design of EasyVista implemented a connection between a user and all of her assets and contracts.

Today, our agents target the end user as the focal point of support and EasyVista gives them visibility into all the corporate assets she may be connected to.


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Approval Automation & Aging Order Management


WA’s legacy procurement process was very user-driven, relying on order placers to track down their own approvals.

With EasyVista, we have automated the process to deliver approval requests to each level of management based on the wireless policy of each customer.

Users are now kept informed at each stage of their order lifecycle. Once all approvals are received the ticket is requalified to match the specific order type requested.

Each Stage of the approval process is timed and Business Rules periodically send emails to the users and managers to keep them informed as to the state of the request.

If a request fails to receive approval after a set threshold of time, the ticket is automatically cancelled and the user is notified.

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Customized Alerts Using Business Rules

VIP Ticket Updated

Key Contact Receives Copy

of Activity


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Integration with Other Ticketing Platforms

EasyVista

Customer Service Desk

Customers are looking for a “one-stop” solution for support

One login, one portal, one service catalog

Consistent look-and-feel

Validation of quality of support received by their employees

How does an MSP deliver on these requirements?

By 2016, 72% of all Wireless Analytics tickets will be created via webservice integration.


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What’s Next in the BYOE worldAlways-on connectivity and control, and rapid innovation will ultimately be the legacy of BYOEverything

Controlling the world from the palm of your hand thanks to the Internet of Things (IoT)

App fatigue will inspire a new support mindset, creating a single environment that can drive the entire user experience

With the ever-increasing volume of data changing hands, MDM 2.0 (security beyond the lock screen password) will be a leading topic in all enterprise organizations


Questions & Answers

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