MobileIron Expert Orientation.

1. MobileIron Confidential
The Crowd You Want To Be In

2. 2 MobileIron Confidential
Why Are We Doing This?
• As MobileIron continues to grow, our Technical Support department is
looking to scale and focus our resources on our customer’s and partner’s
most complex issues
• We want to leverage and utilize the domain expertise of our customer and
partner resources that have a strong foundation of MobileIron and related
technology
• We want to leverage innovative new technology to help scale while
maintaining a World Class support experience
• We want to build a community of MobileIron Experts that work together to
solve common issues and improve the overall customer experience

3. 3 MobileIron Confidential
Who Are The Experts
MobileIron employees who deal with the
technical aspects of the product, including:
• Product Managers
• Customer Engineering
• Sales Engineers
• Professional Service Engineers
Customers and Partners who:
• Remain current with the highest level
of MobileIron Accreditations in MIU
• Demonstrate a clear knowledge and
understanding of the product
• Are committed to the success of
MobileIron and customer community
• Are willing participants in helping
fellow customers/partners resolve
issues
MobileIron Employees Customers and Partners

4. 4 MobileIron Confidential
What Do We Expect From The Experts
• Issues that are easy to solve in just a few interactions
• Issues that do not require analysis of logs or screen shots
• Issues that do not require a phone call or Webex
• Issues that the experts have direct experience/insight
with
What Questions Should Be Answered

5. 5 MobileIron Confidential
What Do We Expect From The Experts
DO
• Use correct spelling and grammar in all interactions
• Answer questions completely and correctly to the best of your ability
• Escalate questions to Support if they can not be answered quickly
• Use a professional and courteous tone
DON’T
• Use inappropriate language
• Blame others
• Guess at possible answers – Escalate to Support if unsure
• Take the discussion outside of the MobileIron Experts Community System
Questions Are Being Answered On The Behalf Of MobileIron

6. 6 MobileIron Confidential
Who Is Directly?
Directly makes on-demand apps that help
companies scale support and improve
customer service

7. 7 MobileIron Confidential
Who Is Directly?
• Directly’s high-performance routing delivers disruptively better results
with a reputation engine that promotes the best experts; a matching
engine that pairs customers with experts based on skill, rating and
response time; and push notifications that drive engagement by
alerting experts on smartphones, tablets, and web-based apps.
• Directly’s unique advantages include certified professionals,
personalized answers for every question, a performance-based
system, push technology and a plug-and-play service approach.
• Directly is one of Entrepreneur Magazine’s Brilliant 100 Companies.
Directly makes on-demand business apps.

8. 8 MobileIron Confidential
Our Partnership with Directly
• Allows us to access the product knowledge and expertise outside of support
to answer common questions
– MobileIron employees and select certified Customers and Partners can be in the community
• Interfaces with Salesforce so all interactions are kept within the case
management System
– Allows for quick reference if case needs to be moved to support
• Drives down support backlog
– First week results: 41% of Normal priority cases for Standard support customers were
resolved by the Experts
• Decreases response time
– First week average response time: 20 min. Last month the average response time for these
cases was 21 hours.

9. 9 MobileIron Confidential
How Does It Work?

10. 10 MobileIron Confidential
How Does It Work?
It all starts with a Standard support customer and a Normal priority case

11. 11 MobileIron Confidential
The Expert Experience
Android and iOS

12. Three Key Features
Voting
Ifyou seeagoodanswer
fromanotherexpert,votefor
itandaddacomment.
Escalating
Ifyou seeaquestionthat
onlythesupportteamcan
helpwith,escalateit.
Flagging
Ifyou seeless-than-helpful
behaviorfromotherexperts,
flagitandwe’ll reviewit.

13. 13 MobileIron Confidential
How Do You Get Started
• Visit mobileiron.directly.com/apply and complete the
application.
• Once you are signed up, you will be added to the waitlist.
• You will receive an email once you are approved from the
waitlist. Experts are approved from the waitlist as the
network performance indicates that additional experts are
required.
• Note: Questions are distributed based on the skills in your
profile, how many questions you answer and how many
positive ratings you get for your answers. Experts that
give incorrect answers or receive negative ratings will be
pulled from the program.

14. 14 MobileIron Confidential
We Want Your Feedback
As an Expert, we want to know how the system is working
for you, what works well, and what can be improved. If you
have any kudos, concerns or ideas for improvement, just
email our Support Quality Initiatives Manager Dave Carlson
at: mobileiron-feedback@directly.com
Tell Us How We Can Improve The Service