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January 29, 2014

8 Questions You Should Ask Before Purchasing Mobility Managed Services

By TMCnet Special Guest
Matt East, Enterprise Mobility Strategist, MOBI

As 2014 gets underway, many organizations are striving to figure out how their mobility program can support and drive organizational goals while balancing the costs to operate and support these mobile device programs. Many companies are leaning on strategic partners in the Mobility Managed Services (MMS) industry to help improve business processes, create efficiencies, mitigate carrier costs and even deploy BYOD programs.

According to Gartner (News - Alert), the world's leading information technology research and advisory company, Mobility Managed Services encompass the IT and process management services required by a company to acquire, provision and support smartphones, tablets and ruggedized field force devices with integrated cellular and/or wireless connectivity.”

Other thought leaders in the IT research industry (AOTMP, TEMIA, IDC, Forrester, CCMI, etc.) may use the following acronyms to describe similar or overlapping services:

  • Wireless Expense Management (WEM)
  • Wireless Mobility Management (WMM)
  • Telecom Expense Management (TEM)
  • Mobile Enterprise Management (MEM)
  • Enterprise Mobility Management (EMM)

Regardless of the nomenclature, most companies competing in this industry are primarily providing services or technology that help their customers save money, streamline device and service procurement, enhance technical support, and gain visibility into their mobility environment.

The buying process can be complex. Below, I’ve outlined the 8 questions you should be asking before implementing an MMS solution.

1. How do my specific challenges and project goals match with the core capabilities of the MMS providers I’m evaluating?

For example, if you’re searching for a provider to execute a large-scale iPad deployment that involves a tight timeline with complex provisioning such as loading custom applications and pre-deployment device testing, ask how many previous deployments the provider has managed. Find out if you can meet the project manager that would oversee the deployment and conduct an on-site visit to see where the deployment will take place. 

2. How will you support my Mobile Device Management (MDM) application?

Most companies are already using an MDM or plan to implement a solution in 2014. Find out how your potential MMS provider plans to support the application from a technical perspective. Research the specific MDM’s they currently have experience with and find out if they can also help administer the software. If you’ll be deploying an MDM, find out what experience they have with similar large-scale deployments?

3. What are your Service Level Agreements (SLA’s) for both technical support and your technology?

Explore SLA’s in detail, including carrier integration and support, data accuracy, device procurement, carrier reporting, optimization reporting, and technical support performance such as first call resolution metrics and average hold times. Keep in mind when negotiating SLA’s that increased demand on the MMS provider may bring increased fees. Also, realize that by reducing the SLA’s, you may be able to reduce your cost. Keep the goals of your organization in mind when negotiating SLA’s. 

4. How do you ensure the technical help desk team supporting my organization is as familiar with our organizational processes and procedures as someone on our internal team?

Research how support calls are routed and ensure technical support is available 24/7, 365 days a year, if that is important to your organization. Consider going onsite for a visit after you have the evaluation process narrowed down to a couple potential partners. There isn’t much replacement for seeing the potential vendor’s technical, executive and support team in action, and you’ll get a much better feel for their company culture.

5. Can I speak with three references?

Always check references; there is no excuse not to. If nothing else, use it as an opportunity to network with a peer.

6. How do you support BYOD from a mobility policy, inventory, technical, and financial perspective?  

Most Fortune 500 organizations have corporate liable and BYOD users. It’s important that your MMS provider can support both and bring plenty of value regardless of the line’s liability. 

7. Can you provide ROI?

When executed correctly, an MMS provider should always provide a very compelling ROI. If you need to know your expected ROI; ask the potential provider for some insight; they’ll likely be able to provide accurate projections for both hard and soft cost savings.  

8. Are any of your services outsourced?  Which ones?

            Dig in. 

During the evaluation be as transparent as possible about your challenges and goals when meeting with potential partners-- it will really help them solve your specific challenges and achieve your goals when it comes time to implement the MMS solution you choose. Lastly, keep in mind that the procurement process will likely be a precursor for your experience as a customer. If you’re looking for a partner that is collaborative and easy to do business with, search for those specific qualities during the evaluation process.

About the Author:

Matt East is an Enterprise Mobility Strategist. He joined the MOBI team in the summer of 2009, since then he’s worked very closely with a wide range of clients. Matt believes companies should create a mobility program that supports and drives the overall business goals of an organization. In early 2013, he was a part of MOBI’s team that launched an international BYOD initiative in nearly 30 countries for a Global 100 company with 130,000 employees.  Following that implementation, Matt took a deep breath, a short sabbatical, and has since returned to MOBI hungry for his next big project. Matt has a particular interest in collaborating with MOBI’s team to help clients solve their hardest problems while creating strong relationships and remarkable outcomes along the way.

Connect with Matt on LinkedIn, Twitter or email.  




Edited by Cassandra Tucker


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