Cellution presentation july 2012

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Operational Mobility Management

Operational Mobility Management

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  • A collaborative approach aimed at increasing productivity while decreasing the fully loaded cost of mobility utilizing Agile Project Management techniques.

Transcript

  • 1. 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
  • 2. Mobility Environment: Segments Presentation 3
  • 3. Operational Mobility: Challenge IT LEADERSHIP TEAM Presentation 4
  • 4. 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
  • 5. 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
  • 6. Operational Mobility: Impacts on Finance Fully Loaded Cost Range: $165-320/User/Month (Excluding lost time & productivity impairment) Presentation 7
  • 7. Operational Mobility: Impacts on IT IDC Feb.2012 Presentation 8
  • 8. 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
  • 9. Cellution: Mobility Value Framework Policy Support Value D&I Presentation 10
  • 10. Cellution: Service Architecture Presentation 11
  • 11. 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
  • 12. 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
  • 13. Cellution: Service Architecture Presentation 14
  • 14. Cellution: Service Architecture Presentation 15
  • 15. Cellution: Mobility Intelligence Architecture Presentation 16
  • 16. 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
  • 17. Operational Mobility with CellutionCustomized Outbound SupportDevice Server AdministrationExpanded After Hours Support Presentation 18
  • 18. Opportunities with CellutionCustomized 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 ExceptionsDevice Server Administration (MDM, BAS)Expanded After Hours Support Presentation 19
  • 19. Opportunities with CellutionCustomized Outbound SupportDevice Server Administration• Account creation/deletion• Password Resets• Remote Complete or Partial Device wipe• Terminations• Compliance and Threshold MonitoringExpanded After Hours Support Presentation 20
  • 20. Opportunities with CellutionCustomized Outbound SupportDevice Server AdministrationExpanded After Hours Support• Nights and Weekend emergency coverage Presentation 21
  • 21. 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
  • 22. Cellution: New Mobility Stack Managed Presentation 23