Bring your own device (BYOD) is all the rage, but the corporate IT staff has to deal with supporting hundreds if not thousands users with problems ranging from simple password reset to activation of a new device on the corporate network. BoxTone is now delivering FYOD – Fix Your Own Device – through its latest product, User Self-Service.
“The BYOD genie is out of the bottle. Users want to pick their devices, apps, and how and where they work,” said Alan Snyder, CEO of BoxTone. “The consumerization of IT can be a boon, or it can be a bane to the IT and support resources that are bearing the brunt of it. Organizations can now win on both fronts with the combination of BYOD and FYOD. Users get the empowerment of control and self-fix they’ve come to expect and enterprises cut the rapidly escalating costs and drain on support and IT staff.”
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Enterprises deploying BoxTone User Self-Service can cut service desk support burden and cost-to-serve by anywhere from fifty to sixty percent, according to the company. Users have a corporate self-service web portal to easily check the status of their mobile devices and services, perform common administrative tasks, and resolve mobile support issues – the FYOD – without involving IT staff in the processes. Functions available for FYOD include resetting device or app passwords, activation, migration, lock, wipe and full de-provisioning, as well as service issues like outages or compliance remediation.
Organizations using BoxTone User Self-Service (USS) are expected to eliminate two or more IT service desk calls per device per year, dramatically reducing support costs and recovering "thousands of hours" of lost mobile workforce productivity. Since FYOD is available on a 24x7 basis, users can activate and fix problems outside of established business and/or help desk hours.
BoxTone research, based on its customer and managed service provider experience supporting millions of devices, determined that around fifty to sixty percent of support calls are related to grunt-work administration, configuration and service issues that users could fix themselves through automation. The USS package is purpose-built to address the most frequent, time-consuming and expensive mobile support issues facing support today.
USS is a fully-integrated component of BoxTone's broader Mobile Service Management (MSM) platform, complementing and extending the limitations of existing Mobile Device Management (MD) solutions. Platforms supported include Google Android, iPhone and iPad, Blackberry and Windows Phone.
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