Operational Mobility Management

2. Mobility Environment
Multi-National Consumerization of IT
Cloud Adoption
 Mobility Imperative
Social Media
Mobility Infrastructure
 App Acceleration
Lack of Technology
MDM BYOD/Policy
Contract Complexities
Human Capital
Intensive
Current Solution does not
support end user Visibility
Presentation 2

3. Mobility Environment: Segments
Presentation 3

4. Operational Mobility: Challenge
IT
LEADERSHIP
TEAM
Presentation 4

5. Operational Mobility: Impacts
Human Capital
Loss of Productivity
Impairs ability to be competitive
Finance
Run-away Fully Loaded Cost
Optimized Range: $165-320/User/Month
IT
Spreading Technology Gap
Between user demand and IT’s ability to deliver
Presentation 5

6. Operational Mobility: Impacts on Human Capital
  
• Too Many Touch Points
Mobility
• Lack of Integration/Process
Teams
Time Energy Talent • Overlapping Responsibilities
  
• Frustration with Company IT
Device
• Loss of Productivity
People
Culture Productivity Efficiency • Overlapping Responsibilities
Case Pressure: Anxiety about data charges/stipends
Study Source: Configuration, Activation, Changes and Incident Processing
Assessment: 800+ hours of manager/exec lost through wipe/reload of Blackberry
devices & expense monitoring
Presentation 6

7. Operational Mobility: Impacts on Finance
Fully Loaded Cost Range:
$165-320/User/Month
(Excluding lost time & productivity impairment)
Presentation 7

8. Operational Mobility: Impacts on IT
IDC Feb.2012 Presentation 8

9. Cellution Operationalizes Mobility
“It’s time to operationalize mobility”
A collaborative method of integrating critical processes,
functional teams, and supporting technologies across
enterprise mobility environments in order to:
Enhance human capital
Lower fully loaded cost
Narrow the IT gap
Presentation 9

10. Cellution: Mobility Value Framework
Policy Support
Value D&I
Presentation 10

11. Cellution: Service Architecture
Presentation 11

12. Cellution: Service Architecture
Service Standard Offering Service Add-On Options
• 8am – 8pm EST Support • 24 Hr. Support
• Tier 1 Service • Technical Support Desk
• 1st Call Resolution 90% + • BES, MDM, Security etc.
• > 60 sec Answer Time • Multi-Lingual
• > 4 Minute Resolution • Dedicated Support Staff
• Multi-Carrier • On Site if Required
• Multi-Device • Policy Management
• Customized Online Order • Outbound Training
Platform • On-Line Video FAQ
• Supports EDI • APP Management
• MVi
• Staging / Kitting
Presentation 12

13. Cellution Metrics: Services (Example Report)
Activity Avg 2010 Avg 2011 12-Jan 12-Feb 12-Mar 12-Apr
Calls Received 1947 1871 1,764 1,671 1,712 1,576
AHT - Average Hold Time (sec) 162 165 189 151 146 123
ACL - Average Call Length (min) 7 7 7.01 7.07 8.01 7.19
% under 60 seconds 0 98% 96% 98.5% 98.25% 98.875%
On-Line Portal Visits 2,244 2,084 1,527 1,807 2,146 2,010
Procurement Activities 401 582 442 375 462 447
Accessories 7 5 0 0 2 0
Activation 0 63 62 46 46 74
Replacement Lost/Stolen 6 3 4 4 5 10
New Order 149 157 157 102 175 127
Replacement Upgrade/Damage 96 10 9 21 4 9
Provision New Service Feature 44 73 113 110 133 130
Transfer Liability In 10 16 0 0 2 1
Transfer Liability Out 4 9 12 14 18 29
Port In 4 19 9 11 10 5
Upgrade 75 220 75 64 62 58
Replacement Warranty 7 5 1 3 5 4
Trouble Tickets 506 387 346 395 321 344
Total Tickets 908 968 788 770 783 791
Presentation 13

14. Cellution: Service Architecture
Presentation 14

15. Cellution: Service Architecture
Presentation 15

16. Cellution: Mobility Intelligence Architecture
Presentation 16

17. Cellution: Services Overview
Capability Current Base Value
Strategic Assessment
Policy Assessment
Policy Development & Communication
Device Procurement / Order Management
Device/App Staging & Deploy
Expert Desk Support/Portal
Outbound Services: Device, Apps
Device, Application, Inventory & Profiles
Tech Server: MDM, Security
Device Depot
Expense/Invoice Management
Plan Optimization
Carrier Contract Negotiation Support
Mobility Intelligence Platform
Integration: Email, Carrier, Other
Base Reporting
Customer Analytics/ Cubes
Mobility Value Index
Presentation 17

18. Operational Mobility with Cellution
Customized Outbound Support
Device Server Administration
Expanded After Hours Support
Presentation 18

19. Opportunities with Cellution
Customized Outbound Support
• New Device Purchase: “check in” – device and service satisfaction
• Training by User Group or Device Class
• Business Application Configuration and Training
• Compliance and Threshold Exceptions
Device Server Administration (MDM, BAS)
Expanded After Hours Support
Presentation 19

20. Opportunities with Cellution
Customized Outbound Support
Device Server Administration
• Account creation/deletion
• Password Resets
• Remote Complete or Partial Device wipe
• Terminations
• Compliance and Threshold Monitoring
Expanded After Hours Support
Presentation 20

21. Opportunities with Cellution
Customized Outbound Support
Device Server Administration
Expanded After Hours Support
• Nights and Weekend emergency coverage
Presentation 21

22. Summary
Our Method - Mobility Value Framework
Connects, coordinates & optimizes touch points
1 Provides processes/expertise/guidance to significantly reduce FLCM
Surrounds users with expertise, self-service and training in one place
Our People - Support Experts
Mobility is singular focus and investment
2 Continuously trained and developed to help your associates
Pride in our customers' success
Our Future - Mobility Platform
Integrates critical data sources for mobility processes technologies
3 Provides end-to-end applications (Policy/User Support/Devices/Expense)
Comprehensive insight/analytics across enterprise environments
Presentation 22

23. Cellution: New Mobility Stack Managed
Presentation 23