Mobility has changed the way people work. Today’s knowledge workers typically keep at least one mobile device within arm’s reach all day — sometimes even all night. Providing them with secure mobile access to the resources they need to do their jobs enables them to be productive whether they’re in the office, at home or on the road.
As more employees make more intensive use of a wider range of smartphones, tablets, notebooks and other mobile devices, however, tech support teams feel the strain. Companies thus face a choice: either continue to scale up their internal mobile support capabilities, or outsource to a mobile support specialist.
Here are three compelling reasons to choose outsourcing:
1. Timely, expert help is critical.
Mobile users often have a much lower tolerance for technical problems than someone sitting at a desk. The consequences to the business can be more significant too — imagine an executive negotiating an acquisition overseas or a salesperson trying to close a deal before boarding a long flight.
Companies have to deliver the very highest level of service to mobile users. And that level of service may not be something they can deliver with a conventional internal help desk.
2. Mobile support differs from traditional support.
In a traditional PC environment, IT has full control over devices and applications. In the mobile world, users control the platform and the apps. The resulting diversity of mobile device attributes taxes mobile help desks.
Outsourcers can better keep up with this complex, fast-moving mobile world due to their business model and economies of scale. Unlike internal IT help desks, they aren’t distracted by having to provide desktop support and other IT services.
3. IT resources are better allocated elsewhere.
Even if an internal mobile help desk could achieve the same of level of service as an outsourcer, it wouldn’t be financially viable. IT resources are limited, and the business already places major demands on them. Companies are better off allocating their IT resources to strategic business imperatives.
Outsourcers can deliver a complete range of mobile support services:
- 24/7 support: This is a must, and it’s generally cost-prohibitive to provide three-shift coverage with internal staff.
- Rapid device delivery: Outsourcers can ensure that employees become productive quickly by keeping devices on hand and by preconfiguring them based on user roles.
- Ongoing device services: Outsourcers handle device repairs and updates and rapidly replace devices when necessary.
- Security management: Outsourcers can mitigate the serious risks associated with lost devices and public Wi-Fi by ensuring that devices are properly secured and can be remotely disabled.
- Mobile application management: Outsourcers can provide MAM services to enhance security and provide insight into app use to show where mobile investments are paying off and where they’re not.
- Mobile content management: By providing MCM services, outsourcers can further secure sensitive data and push current information out to various user groups.
Any organization struggling to support its mobile users with an in-house help desk should seriously consider offloading that role to a qualified partner.
Reach out below for more information or to weigh in on how you manage mobile help desk chores.