Reduce the IT Operational Workload

Consider what happens when an employee needs a device replaced. A request goes to IT, who checks the carrier. Someone contacts, another person to update the inventory, and a fourth follows up on shipping. When the employee asks for a status update, nobody can give a clear answer because the process is split across multiple systems and people with no single point of accountability.

• Multiply that by hundreds of requests per month, across multiple sites and carriers. If this scenario applies to your organization, your IT team may be dealing with:
• No centralized intake — requests arrive through email, phone, tickets, and informal messages, with no standardized workflow to manage them
• Routine tasks crowding out strategic work— orders, configurations, replacements and carrier coordination consume a disproportionate share of your IT team’s time
• Expertise gaps at the point of support – Mobile incidents handled by IT staff without specialized mobile expertise who lack the iOS/Android and MDM expertise to resolve them on the first call
• Unclear ownership: your team, the carrier, the distributor, and the MDM vendor are all involved, but nobody owns the end-to-end process
• No visibility into performance – without dashboards or SLA tracking, you can’t measure what’s broken or demonstrate improvement

The impact is felt on both sides: your IT team loses bandwidth for strategic work, and your employees get slow, inconsistent support that affects their productivity and satisfaction.