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Why Effective Mobility Support is the Key to Faster ROI

Mobility-Support-and-ROI_BLOG IMAGEMobility is increasingly recognized by business and technology leaders as a major source of innovation and competitive advantage. In fact, according to a 2013 survey of more than 2,000 CIOs by a leading analyst firm, investment in mobile technologies ranks second on their Top 10 List of Technology Priorities.

But in the rush to get ahead of the mobility curve, many companies underestimate what it takes to effectively support mobile employees. Lack of adequate planning to ensure fast deployment and responsive support can seriously undermine productivity and overwhelm IT workloads. These kinds of formidable headwinds make it difficult to show return on mobility investment. Below are a few ways to navigate these pitfalls.

Top Three Methods for Maximizing Mobility ROI
There are numerous ways to think about measuring return on a mobile investment. Regardless of what metrics are used, it ultimately comes down to whether or not the devices that employees depend on are up and running when they need them. When considering how to shorten the payback period for mobility, business and IT leaders should focus on the following three best practices:

1. Avoid Delays in Delivering Devices
The benefits of providing employees with mobile access to email, critical business apps, and collaboration sites can be powerful. Still, these potential gains in productivity are entirely dependent on getting employees a fully configured and personalized device in as little time as possible.

For example, if a provider says it’s going to take a year to get 500 iPads configured and shipped (this timeline is more common than you might think), your organization foregoes the prospect of more productive and satisfied remote workers during that time. And, of course, there’s the risk of investing in technology that’s already a year-old by the time employees can use it. Given the pace of innovation in the mobile market, a lot can change in the span of 12 months.

2. Provide Responsive, Mobile-Optimized Support
In my view, one of the biggest oversights in mobility planning involves helpdesk setup and management. Truth is, most enterprise IT administrators are either too busy or lack the specific domain training and expertise to properly support mobility deployments.  Some companies make the assumption that, because the majority of their employees have smartphones and tablets for personal use, they’ll require minimal technical support for their work device. This leap of faith often backfires, with far reaching implications for productivity, mobile adoption rates, and IT efficiency.

When mobility helpdesk calls come flooding in, overburdened IT staff are forced to shelve other high-priority projects. Or, worse yet, if they’re unable to resolve the issue in-house, they need to send employees to sit in telecom carrier call queues. Outside of their company’s normal business hours, or when no one in IT is available to assist, employees have few options but to wait. This situation never bodes well for productivity and can often sap morale over time.

3. Streamline Device Repair and Replacement
Over the years, enterprise IT groups have found ways to expedite the process of getting newly reimaged laptops into the hands of employees. Yet, when it comes to replacing and reconfiguring mobile devices, the prevailing assumption seems to be that waiting up to two weeks for a handset manufacturer or other vendor to deliver a new device is an acceptable norm. Of course, during this time, employees have to revert to their previous way of doing things—the cumbersome processes that mobile access was intended to fix.

In their haste to capture the benefits of mobility, business and IT executives often underestimate what it takes to adequately support mobile workers. The most commonly overlooked factors include fast time to market for mobile devices, the need for a dedicated, 24x7x365 mobile helpdesk, and standardized, SLA-driven timelines for device repair and replacement. To realize rapid return on investment in mobility, it is imperative that companies address these needs.  By working with a mobility services provider, companies can streamline mobile deployments and remain focused on these priorities—while easing the burden for their IT team. This ultimately means that mobile employees can spend more time collaborating with colleagues and customers, and less time waiting.

Read more about how Enterprise Mobile can help support your mobile workforce to maximize productivity and accelerate ROI.


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