— October 22, 2013

BoxTone has launched a User Self Service solution to “Fix Your Own Device” - to offload the burden from IT and service desk support.

The explosive growth of mobile devices in the enterprise, often driven by the choice and churn of BYOD, has resulted in hidden toll on support load and costs. The solution enables mobile workers to quickly and easily administer their own mobile services and fix their own devices, reducing overall support costs by 50-60%.

“The BYOD genie is out of the bottle. Users want to pick their devices, apps, and how and where they work,” said Alan Snyder, CEO, BoxTone. “The consumerization of IT can be a boon, or it can be a bane to the IT and support resources who are bearing the brunt of it.”

With the new solution, enterprises and managed service providers can scale and keep their mobile workforces more productive, while substantially driving down mobile cost-of-ownership.

The solution’s web portal enables users to check the status of their mobile devices and services, perform the most common administrative tasks, and resolve a variety of mobile support issues -- with no “IT touch.”  Fix Your Own Device addresses administrative issues like resetting device or app passwords, activation, migration, lock, wipe and full de-provisioning, to service issues like outages or compliance remediation.

“Mobility clearly drives tremendous value for the enterprise, but it also introduces new complexity and significant support burdens that most organizations are only starting to realize,” said Snyder. “Based on extensive research of our customers and MSPs, which support millions of devices, we determined that approximately 50-60% of support calls are related to administration, configuration and service issues that users could fix themselves.” The User Self-Service is therefore built to address the most frequent, time-consuming and expensive mobile support issues plaguing enterprises and managed service providers today.

In a recent research report, “The Impact of Mobility on the IT Service Desk” (June 2013), Gartner surveys showed that, “81% of organizations reported that mobile devices have increased their service desk workload over the past two years.”  Gartner recommends that “I&O leaders must implement new support models to address the increasing user demands.”  

BoxTone User Self-Service is a fully-integrated component of its broader Mobile Service Management platform spanning mobile IT Operations, Support, and Applications teams. Mobile Service Management complements and extends the limitations of existing Mobile Device Management, giving organizations end-to-end visibility and control of the mobile environment, while ensuring mobile users get maximum productivity – both crucial to scaling mobility successfully.


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