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Supporting users should be easy…
Mobile Mentor provides a 24x7 support service for enterprises who want to maximise the productivity of their mobile workforce.
Our helpdesk is staffed by experienced Mentors who have in-depth knowledge of all the major mobile platforms and the latest hardware. We have direct secure access to 3rd party systems, hardware buffer stock and a network of logistics providers. What this means is that we can resolve over 90% of all cases once the first contact ensuring your users are always productive.
Another component of our mobile user support is our award winning Mentoring Service, which has been delivered to over 250,000 people worldwide. This is one-to-one assistance with configuration and usage of new smartphones and tablets is ideal for time-pressed executives, who need to get the most out of their smartphone quickly.
Our Service Desk model: How does it work?
Current situation for many businesses: Distributed User Support
Many IT service desks struggle to support mobile users efficiently due to the lack of access to external systems and databases.
The rate of first call resolution tends to be about 20% as most user requests are simply ‘logged and flogged’ to an external party. This other party then typically takes the required action and report back to the service desk, who then closes the case with the end-user. Each case requires 4-8 touch points and even simple requests can take days to resolve. In this scenario user experience is often fragmented and it leads to frequent escalations.
Mobile Mentor: Centralised User Support
The Mobile Mentor service desk is unique because of our service architecture with secure access to the mobile operator, handset vendor, hardware buffer stock, hardware repair agencies and a network of logistics providers.
The benefit to you is that we can resolve over 90% of all cases on the first contact, which means your users get very prompt service and your service desk team is not burdened with escalations. The First Call Resolution (FCR) rate is the most important measure of success for our service desk team and we report our key performance indicators to clients each month.
Seamless integration to your service desk
We integrate our specialist mobile service desk into your helpdesk environment through e-tickets and IVR prompts. Our service can also be rebranded so the end-user experience is consistent with the other internal support services.
The hours of operation can also be aligned to your service desk although we understand the mobile problems increasingly occur at inconvenient times so we provide 24x7coverage for most clients.