Empowered Networks

Overview

We can help you:

• Improve service levels - proactively identify mobile service issues and resolve service issues faster than ever before - in 3 minutes or less
• Reduce your stress - elevate VIP mobile user support
• Solve problems faster -  knowledge is power, get true end-to-end visibility beyond just the BES, monitor actual email and application transaction flows to end-users,
• Improve support efficiency - support more mobile devices without the need to staff up by using software to turn lower cost resources into mobility experts
• Say yes to diversity- connect employee-liable devices while maintaining security and control.

We can help by:

• Assessing your current environment and situation
• Clarifying and detailing your real requirements
• Proposing a solution to meet your needs – software or people or both
• Sourcing and implementing a solution
• Supporting you to make sure the solution delivers real value

Tools

To help our clients with more than 100 mobile devices manage Mobility, Empowered has recommended and implemented software from BoxTone and CA.  We’ll help you decide which one is best for you, and you should be able to realize benefits such as:

• Quick recovery of low-use or no-use devices to save wireless costs
• 30-40% Fewer Incidents in first 90 days
• 70-80% Faster Mean Time to Repair
• 70-80% Fewer Service Desk to IT Escalations
• 30-50% Fewer Mobile User to Service Desk Calls
• Knowing what’s happening before the CIO or other VIPs call

BoxTone’s Mobile User Management Modules include:

• Asset, Expense & Compliance Management: To unlock critical asset inventory, utilization, lifecycle and compliance information, and quantify ROI by mobile platform
• Incident Management: To  proactively warn you of pending issues before users call and reduce mobile incident MTTR by up to 80%
• Service Desk Management: To resolve inbound user calls quickly and intelligently, the first time, in <3 minutes
• Problem Management: To identify, isolate and resolve chronic issues across all platform communication links
• User Self-Service: To enable end users to prevent and resolve their own mobile experience issues without having to call IT

Services

• Mobility Network Health Check - A snapshot into the health and performance of your end-to-end BlackBerry platform, pinpointing problem users for those who are getting complaints about emails not getting through, devices not working. A detailed metrics report and our recommendation on what if anything you should consider doing to resolve your issues.
• Blackberry Mobile Messaging Assessment - A deep-dive analysis of your end-to-end system to identify issues that are impacting service quality for those expecting significant handheld growth; migrating from one mail platform to another; or experiencing chronic (unresolved) service issues. Results include a detailed plan for the remediation and once remediation is complete, we’ll then deliver a final report fully documenting the success.
• Training - Training on best practices for deployment and administration of Boxtone software. Training is divided into a series of Web-based sessions focused on your BlackBerry support team, including Tier 3 operations and engineering pros, and Tier 1-2 front-line and higher-level Help Desk personnel.
• Empowered Care 24/7 local support – A support system that duplicates your system in our lab so you can make one phone call any time day or night, when things aren’t working perfectly.

E4 Methodology

Our E4 methodology is a straightforward, customer-centric framework that will bring you from ground zero to a completely installed and supported solution, or it can be used to solve any part of the process. We use E4 to customize a solution to meet your individual needs.

The four components of E4 are:

Explore – and assess your current environment
Envision – the solution to your problem
Execute – the recommended solution
Enhance – your environment

Explore: Take your first step to improvement by understanding where you are. Our assessments include a professional and unbiased review of your operations, processes and people, to serve as a solid foundation upon which to build recommendations for change. Get a clear sense of where you are today, learn what changes will have the most impact.

Envision: See your way clear to a solution. We make recommendations for hardware, software, processes and skills -- all with one aim -- to ensure you meet your goals. Our recommendations are pragmatic, because we’ve been in your shoes. We understand they must fit within your budget, meet your timing, leverage your team’s strengths, and deliver a positive return on your investment.

Execute: Make the solution real. We know that a major deployment is one of the largest, most expensive and most complex challenges a company can face. We can reduce your risks and maximize your returns. We don’t stop until you say you’re happy. We’ll sell you the right product, install and configure it for maximum application in your environment, train your team on its use, and then support you 24/7 from our Technical Assistance Centre.

Enhance: People make the difference between good and great. We have talent in so many areas and it is available to you. Whether it’s providing EmpoweredCare support on a system we’ve installed for you, or joining your team to solve a particularly challenging problem, or bringing in a specialized skill, we are here for you 24/7. Employ us to eliminate any worry about hiring, firing or dealing with sick leave. We are accountable to you and we’ll make sure there’s never a gap.