Mobile phones are no longer just phones, rather portable computers that go far beyond voice communications. What once was a device to make telephone calls on the go has now become a device that makes calls, checks email, streams video conferences, provides driving directions and even helps us stay connected socially. What this means is that our devices are no longer voice-centric, they’re data-centric, and for the service provider, data management has become the quality issue that is the focal point for its users.
How service providers view mobile data service versus customers is quite different. According to Compuware, managing mobile data services is not specific to just a “walled garden,” meaning a service provider’s own network. From the users perspective, it just has to work, but that means encompassing apps and devices for the service provider.
Essentially, it’s a complicated service delivery chain. The customer expects it to just do what they want it to do, but on the service provider end, it could be a miscommunication between an app and a device, or the network itself, or even the content provider.
Service providers need to approach the many-pronged issue of enterprise mobile solutions data management with one solution. Compuware (News - Alert) addresses the complicated service delivery chain, not just pieces of it. This includes managing the customer experience before they are actually a customer.
End-to-end visibility will decrease the likelihood of an upset customer who, in turn, can grow too frustrated and eventually leave for another provider. With Compuware, the guessing game is eliminated; root cause indicators quickly point to what is causing the problem, whether it’s the device, application, network or content. By being able to prioritize the resolution, problems are averted before the customer complaints come pouring in.
The increase in everything having to do with mobility is the number of people using smartphones and other mobile devices and the value of the data that they are trafficking. These are the issues that tend to get customers attention, and having a legacy support infrastructure struggling to keep up isn’t going to cut it for them.
Understanding the customer interests across devices, platforms and content types empowers both service providers in enterprise mobile solutions and helps to improve the end-user experience. Bridging the gap between what the customer experiences and how the service provider handles these issues is what will make or break decision making for mobile service providers.
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Edited by Stefanie Mosca