The benefits for business of a connected, mobile workforce are enormous. Those benefits are primarily centered around increased capabilities and efficiencies for workers in the field, be they field service or salespeople, and along with the increases in capabilities and efficiencies comes the implied promise of increased profitability.
What Happened to Mobility’s Bottom Line?
That implied promise of increased profitability leaves many businesses scratching their collective head, however, when the bottom line is analyzed: The anticipated ROI on their mobility initiatives often just isn’t there, despite the increased productivity of the mobile workforce.
There are a few different reasons why a company might discover that their mobility ROI is not what they expected — they don’t know how to properly manage their mobile accounts to get the lowest rates possible, for example, which is a case that’s up front and easy to understand. But there’s another factor impacting mobility ROI that’s somewhat less obvious: The high support costs that can often come with a business mobility implementation.
Actually managing a mobility implementation is a many-faceted task: The devices must be ordered and properly provisioned, for example, and then distributed to the appropriate users, who will need to be trained on company-specific applications for the device. And once in the hands of users, support issues will inevitably arise — the user dropped the phone in the pool, or they forgot a password, or any of a long list of other things that can (and do) go wrong with mobile devices.
The Problem of IT and Mobile Device Support
The trouble is that all of these tasks, including mobile help desk support, are typically pushed onto the IT department to deal with. The IT department will do its best to keep up with this new workload that’s been added to all of the other things they need to do, of course, and when the help desk line rings because someone needs a password reset on their mobile device, IT will answer the call.
But therein lie some of the hidden support costs that are helping to drain ROI from business mobility initiatives. IT professionals are typically trained and skilled at their work — and compensated accordingly. The median salary for a Cisco Certified Network Professional (CCNP) network engineer in the U.S. is north of $70,000 annually, for example — and yet, it’s not uncommon in many companies to find these highly-trained, highly-paid IT personnel providing help desk-style support to mobile phone users.
IT is Great — at IT
Very obviously, there are better uses of time for these professionals — maintaining critical IT infrastructure, for example. To exacerbate the problem, although an IT professional is likely to be highly trained at network maintenance, for example, they are equally likely to be untrained in any substantive way on the very mobile devices for which they’re now tasked with providing end user support. Because they’re untrained, the support outcomes might not be as successful as they should be, or else they take longer to resolve than they would in the hands of a support specialist who was actually trained on the mobile devices being fielded.
That combination of highly-paid staff spending inordinate amounts of time to do something for which they’re not properly trained is a leading contributor to lower-than-expected ROI on mobile implementations — and it’s especially pernicious, because it can be very hard to detect at an executive level that this is where mobility is bleeding dollars away from the company.
The Right Tool for the Mobile Support Job
Fortunately, there’s a solution that both eases the headaches of IT and cuts costs while doing it. Wireless Watchdogs’ managed mobility solution (MMS) manages the entire mobile lifecycle, from planning and provisioning to help desk support to device retirement, and takes the burdens and the costs away from busy IT departments — and helps our clients truly capitalize on the promise of ROI that’s inherent to mobility. If you’d like to learn more, request a demo today and start earning the ROI you truly deserve:
New commissionable products and services, more account managers and new sales tools to enhance our partners’ success.By Lisa Heritage McLin – August 6, 2019
Delivering Fanatical Experience for our partners is the foundation of Rackspace’s Channel strategy, and that means we’re always working on improvements and upgrades to better serve you.
As we head deeper into the second half of 2019, I’m excited to share the innovative new resources we’ve been developing and invite you to join us. Leverage our brand to build yours!
First, a little kudos. The Rackspace Partner Network is currently experiencing approximately 10 percent quarter-over-quarter growth. This is thanks to the dedication of our entire team, but also the strategic work of Michael Stephens, who joined Rackspace in 2016. He has driven hyper growth through the agent community ever since then and will now serve as our Agent Channel Chief.
At the same time, we’ve also boosted the number of partner account managers across the U.S. and added an enterprise account team. These additions allow Rackspace to be more proactive and closer to our partners’ prospects and customers. We’ve also added new commissionable products and created new enablement resources to help you serve customers. Read on to learn more:
Managed VMware Cloud on AWS is now a commissionable product. This unique cloud solution is a hybrid platform that offers access to public and private cloud, with the ability to shift workloads seamlessly between them. Companies can quickly add capacity to a new project or move workloads hosted on dedicated hardware to the cloud.
We also now offer commission for Rackspace Professional Services engagements. As customers seek more bespoke cloud expertise, Professional Services has become one of the fastest growing areas of our business.
In response to partner demand, we’ve created Technical Partner Workshops, which will serve partners who support technology and product integration solutions for their customers’ digital transformation strategies. The workshops will be led by Rackspace Solution Architect Paul Croteau, who brings 25 years of experience in engineering, sales, technical training and account management to the task. Paul will help our partner solution engineering organizations find the best fit cloud transformation opportunities for their customers.
All Clouds Guide
What if you could ask your customers a series of questions, then immediately get a customized cloud solution based on their answers?
We’ve got an app for that.
Our new All Cloud Guide is a sales tool that helps our partners quickly and accurately identify a customer’s needs, then get recommended cloud infrastructures choices based on those needs. Available as both a web and mobile app, the All Clouds Guide will recommend one or a combination of five infrastructure types: public cloud, private cloud, bare metal, server virtualization and colocation.
A sophisticated algorithm drives the All Cloud Guide, analyzing each answer by leveraging Rackspace’s two decades of experience. Quick, targeted videos offer support every step of the way, including:
Learn: “Why This Question?” videos will help our partners understand the importance of each particular question and the best way to explain how knowing this information will help navigate them to a “best fit” infrastructure.
Sell: Partners are walked through two main sets of questions, Business Background and Technical Deep Dive, to create an All Clouds Guide Workload report for their end client.
Share: The guide delivers its recommendation in real time, allowing you to immediately share with your customer on screen, via email, with a printout or PDF. Our partners can submit their workload report to Rackspace for fast follow up from our industry-leading experts.
Track: Keep up with all sales activity for your organization in easy-to-view lists and dashboards.
We talk a lot about our managed mobility services. There’s good reason for that: Effective use of mobility in business requires effective planning, proper mobile device selection, provisioning and deployment, wireless account expense management, a secure mobile device EOL strategy, and so much more. But aside from managing the mobility as a whole, there’s another facet that’s also important: The management of the devices themselves, commonly known as mobile device management, or simply by its acronym, MDM.
MDM software sits on the phone itself. Access management, identity management, device partitioning, and file synching are just a few of the device-centric features that come with typical MDM software. Because these typical feature sets enable both tighter security and increased efficiency, it’s easy to see why anyone tasked with overseeing mobility for their business would be wise to take a look at existing MDM options on the market.
Which MDM Software is Right for Your Business?
There are a variety of solid MDM choices on the market. MobileIron and VMware’s AirWatch are two leaders in the field, but Microsoft has made some inroads, too, by bundling its Intune MDM software as a part of Microsoft 365 Business packages. With multiple options, which MDM software should a business choose?
The answer, as with so many things, is that it depends on the particular needs of your business. All MDM software is not created equal, and MDM solutions that have richer feature sets are going to come with a higher price tag. Solutions like Intune, on the other hand, are relatively inexpensive, or even free for businesses that are already running Microsoft 365 Business — but the lower price tag of course comes with some limitations that are not present in the more expensive solution.
MDM in the Real World: A Quick Example
As a quick example, consider the case where an executive uses both a personal and a company-issued mobile device to access company resources. With Intune, device management is per-user, and not per device, which means that the executive’s personal device will have to have the same applications, policies, and everything else as their corporate device — a situation which may be far from ideal, from the executive’s perspective. Other solutions, like MobileIron and AirWatch, on the other hand, utilize device-based management — and thus do not suffer from this kind of limitation.
None of which is to say that Intune is a bad solution, because it’s not — it fits the needs of many businesses, and it’s our viewpoint that even a less-featured MDM solution is better than no solution at all. To that end, we work with all of our MDM customers to find and build out the solution that best meets their needs in terms of pricing and that has a feature set that’s in line with their plans, policies, and existing infrastructure.
How Wireless Watchdogs Approaches MDM
Because we work closely with our customer on finding the MDM solution that’s right, the first step is always consultative. After identifying their needs and which MDM software might be right, we’ll then typically build out a limited (in terms of number of users and devices) solution for them so that we can test, see it used in the field, and understand if it’s truly the right fit for them. Only once that limited deployment is proven correct do we move on to enrolling all devices and providing the ongoing management needed to ensure that the MDM software is always working properly.
So which MDM solution is right for your business? The one that fits your budget while simultaneously meeting your needs for mobile device management. If you’re considering MDM for your business’s mobility implementation, don’t hesitate to contact us if you need help sorting it all out.
And if you’d like a little more information on implementing MDM, please download our free eBook, A Guide to Implementing Mobile Device Management. It’s full of great information on establishing MDM goals and policies, securing your mobile devices, and the like, and you can grab it right here.
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