Best Practices for Mobile Device Support THE ENTERPRISE GUIDE TO SMAR T SUPPORT FOR SMART DEVICES. kkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkk PRODUCED BY

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1 kkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkk kkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkk Õ Best Practices for Mobile Device Support THE ENTERPRISE GUIDE TO SMAR T SUPPORT FOR SMART DEVICES kkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkk PRODUCED BY SPONSORED BY

2 Õ Best Practices for Mobile Device Support: The Enterprise Guide to Smart Support f or Smart Devices A MOBILE ENTERPRISE WHITE PAPER This paper features real-world examples from US enterprises on how the benefits of keeping mobile devices functioning without interruption are felt on every level of business: customers receive the service they expect; end-users can work efficiently, enjoying the promised benefits of mobility; IT has its burden lightened, freeing up time for proactive work; and the CFO can look forward to the r esults of effective mobility and a low TCO. What s Driving Growth Demand for tablets and smartphones continues to increase. W orldwide shipments of smartphones was estimated at million in 2010, which represents a 55.4% increase over 2009 i. Looking forward, IDC expects the media tablet market to finish 2010 at nearly 17 million units, and forecasts 44.6 million will ship in 2011, with the U.S. representing nearly 40% of the total. In 2012, IDC for ecasts worldwide shipments of 70.8 million units. Growth in 2011 and beyond will be driven by device vendors introducing media tablets based on Android and other operating systems, as well as price and feature competition and strong demand in both the consumer and commercial segments ii. Innovative designs with more user-intuitive features, such as touchscreens, as well as widespread rollouts of 4G networks their speeds dramatically improving the experience of using mobile browsers and applications are largely driving public interest in smartphones and tablets. In the enterprise, smartphones have been must-haves for years, streamlining business processes with instant access to valuable information. But with increased speeds and functionality, never before have they been so integral to competitiveness boosting productivity and increasing efficiencies, particularly during these budget-slimming times and IT departments are feeling increased pressure to mobilize still more applications. The increase in tablets in the enterprise only serves to increase this pressure. State of the Workplace A recent Mobile Enterprise survey revealed that only 36.5% of smartphones in the workplace are completely corporate-liable iii. This means that 63.5% of employees are choosing which smartphone to bring into the workplace and connect to the corporate network. These days of employee-liable smartphones often referred to as the consumerization of IT lead to the reality of IT needing to support users and devices of many different types. With the additional proliferation of tablets in the enterprise, support policies and mobile device expertise are more important than ever. Õ Forwardlooking enterprises are proving every day that a new category of mobile device support solutions can help maintain employee productivity and lower overall costs. Forward-looking enterprises such as NuStar Energy whose successes are detailed later in this paper are proving every day that a new category of mobile device support solutions can help maintain employee productivity and lower overall costs, with benefits 2 i IDC, Worldwide Quarterly Mobile Phone Tracker, September 2010 ii IDC, Worldwide Quarterly Media Tablet and ereader Tracker, January 2011 iii Mobile Enterprise, Are Your Devices Corporate-Owned or Individual-Liable?, March 2011

3 extending to improved security practices, greater worker retention, reduced downtime and more hassle-free issue resolution. Mobile carriers like Vodafone are finding the same tools to be instrumental in their ability to lower support costs and increase the quality of customer support. T ogether, enterprises and mobile carriers are well-positioned to share the support burden as employee-liable smartphones and tablets continue to spread in the workplace. What follows is a practical guide for IT managers working to oversee smartphones and tablets. The best practices offered below will help to streamline IT s time, budget and the support it of fers to keep end-users working effectively and successfully. Õ While most companies are anticipating increased numbers of mobile devices too few are putting corresponding support policies and expertise into place. Best Practices for Mobile Device Support 1. EMBRACE THE CONSUMERIZATION OF IT With the proliferation of new mobile devices on the market, employees increasingly want to bring their own personal devices to work and connect them to the network. Instead of saying no, IT managers need to embrace this trend since it leads to increased employee productivity and happiness. In addition, it enables a broader number of employees to gain access to data and ser vices due to the decreased cost to the company for mobile devices. In allowing employees to connect their own devices to the network, the enterprise also shifts the liability for the device onto the employees. The fewer devices that IT has to manage, the mor e time and money it can save. Not only that, but carriers share a burden of the support for the employees devices, fr eeing up IT s time to focus on application-level support for and other business applications. An IT depar tment that can concentrate its efforts will function more efficiently and effectively, and the benefits of this will be felt throughout the enterprise. The role of tablets in the enterprise is becoming clearer every day. As easily as opening a book, a sale s representative can step a client through documents and videos in seconds avoiding the awkward and often lengthy startup process required with a computer. Many sales leaders are exploring the feasibility of porting CRM systems, order entry, and sales configuration applications to tablets. And in the medical profession, tablets pr ovide a more intimate alternative to PCs, enabling doctors to more casually explain diagnoses and procedures with their patients. Companies that have been receptive to the influx of consumer smartphones coming into business will be better pr epared to embrace the looming flood of tablets. With the right approach, the management of tablets does not have to place a bur den on IT or put the company at risk. But as companies struggle to identify the right approach to separating personal and business operations on tablets, there is an eminent need to support enterprise applications on these devices. This means that there is also a need to be able to provide support to employees who ar e using tablets. One of the first components of a successful r ollout strategy for tablets is a well equipped helpdesk. The employee requirements for mobile device support will increase rapidly as they begin to rely on these devices to perform fundamental and often critical business tasks. A remote support strategy should first provide instant communication with support personnel via Web- or application-based chat. Device configuration and remote control capabilities will enable support personnel to quickly resolve support requests with little to no time or ef fort on the part of employees. the management of tablets does not have to place a burden on IT or put the company at risk. But as companies 3

4 Õ Best Practices for Mobile Device Support: The Enterprise Guide to Smart Support f or Smart Devices A MOBILE ENTERPRISE WHITE PAPER struggle to identify the right approach to separating personal and business operations on tablets, there is an eminent need to support enterprise applications on these devices. This means that there is also a need to be able to provide support to employees who are using tablets. 2. IMPLEMENT BEST-OF-BREED SUPPORT SOLUTIONS. As the adoption of mobile devices for business applications rises and number of remote workers in the enterprise continues to increase, the ability to provide on-demand remote support becomes increasingly critical. For deployments of all sizes, a feature-rich support solution that offers a one-to-one connection between a technician and the end user is ideal for resolving more unpredictable problems, such as removing a new virus or resolving a user-created glitch issues infinitely more difficult to address on an out-of-sight device than an in-office desktop. With technician-side features such as the ability to simulate a user s device and see exactly what they see, technicians can interact directly with the device instead of the user a great help when a problem is too technical for a user to explain, or when language or accent dif ferences may cause confusion on either end; in such instances, chat functionality in the support interface can also speed resolution and ease fr ustration. Õ With the ability to simulate a remote device and see exactly what the user sees, technicians can interact directly with the device instead of the user. Being able to simulate multiple mobile platforms is also helpful in cases where employees are using their own devices or for supporting those rogue devices that inevitably pop up. One-to-one remote interaction, particularly where the technician s visibility extends to all of the user s devices, is also a great tool for br oader platform support. Synchronization between a user s smartphone and desktop, for example a common support call issue can be very quickly addressed. And as new mobile applications are made available, one-to-one capabilities are an ideal training tool. The ability to walk a remote user through the features of a new application will increase that user s productivity and reduce future call volume. Mobilizing applications is a great coup to business processes whether equipping sales teams with up-to-the-moment numbers or providing field service workers with 4

5 scheduling and real-time parts availability and a strong support tool will help guar d against erosion to the expected benefits of these initiatives. 3. CENTRALIZE YOUR HELPDESK SERVICES FOR ALL DEVICES. Having a single point of contact for support, whether for application or device questions, will improve first-call resolution rates and end-user satisfaction. Remote, hassle-free access to support also makes users more likely to report smaller issues they might otherwise work around not wanting to waste time sitting in the IT office or on a phone queue and which slowly leech away productivity. Additionally, when IT has a centralized view across all of a worker s devices (smartphone, laptop, desktop, tablet), it s much simpler to pinpoint the source of a problem. This type of streamlined support additionally enables technicians to automate routine tasks, such as remotely installing a printer. CUSTOMER SUCCESS STORY: NuStar Energy NuStar Energy, an asphalt refiner, recently turned to LogMeIn Rescue as their smartphone support solution to help its team of six IT members support 1,600 employees worldwide. Among the features the team now enjoys is the ability to access desktops and laptops as well as smartphones, says NuStar Energy s information systems specialist, Walter Thompson. It s now possible for an IT suppor t technician to see on his own desktop each of a user s remote devices, which makes it simpler to diagnose issues without having to rely on the end-user s description of a problem. Additionally, says Thompson, IT can now mor e quickly help users with their , passwor ds, adding new folders, transferring files, and other common issues which has shortened call times considerably. Support technicians can also troubleshoot sync issues by accessing an employee s computer and smartphone at the same time. Rescue s whiteboard makes it easy to explain featur es, says Thompson. He shows users wher e to click and what to do next. And as the company grows, he adds, his team will be able to easily help new users set up and use their devices. 4. WHEN CHOOSING A SUPPORT SOLUTION, LOOK FOR CAP ABILITIES THAT MAKE SUPPORT QUICK AND SIMPLE FOR BOTH IT AND END-USERS. Device downtime is quickly followed by dollar losses. A VDC Research Group r eport about the TCO of mobile computing and communications states, Mobile device end users lost an average of 75 minutes of productivity each time the device failed, a number that can translate, it goes on to say, to as much as $4,000 in lost revenues per employee, per year. v When choosing a mobile device support solution, look for capabilities that can help speed resolution time. These include: A tool optimized for one-to-one support of remote smartphones, tablets and computers on-demand without pre-deployed software or IP or firewall concerns. The ability to simulate or skin a mobile device for which a user needs support, enabling shared control to better diagnose and solve a problem. v Total Cost of Ownership (TCO Models for Mobile Computing and Communications Platforms, VDC Resear ch Group, Mobile and Wireless Practice, July 2007, p. 2. 5

6 Õ Best Practices for Mobile Device Support: The Enterprise Guide to Smart Support f or Smart Devices A MOBILE ENTERPRISE WHITE PAPER End-to-end remote access to all user devices, including smartphones, tablets, laptops and desktops, with the ability to troubleshoot more complex issues, such as sync. Tools that add clarity to end-user training, such as laser pointer or white board functionality. The ability to set up and provision new devices remotely, or to clear password-protected devices. The ability to start, stop, save and force screen recordings of support sessions, which can be played back and forwarded to others. Alerts that tell a technician when a new user has entered the support queue, as well as user -side updates that offer visibility into the support process, such as noting that a technician is logged in, or will be available shortly, or the specific tasks he or she is cur rently performing to connect to the user s device. Applying these best practices will enable enterprise IT organizations to embrace the consumerization of IT and achieve higher levels of support, ensuring a productive employee base. And as employees encounter problems that are beyond the scope of IT support, whether they be device-level or consumer application failures, the suppor t responsibility will shift to mobile carriers. While the problems being solved may be different, the same r equirements for support efficiency and customer satisfaction are at the forefr ont of the mobile carrier support model. CUSTOMER SUCCESS STORY: Vodafone Vodafone is a strong example of a mobile telecommunications company that deployed LogMeIn Rescue to the benefit of support staff which resulted in increased customer satisfaction. The first thing that attracted us to the tool was the capability to suppor t smartphone users remotely, says Markus Baunhaus, project manager for customer experience with Vodafone Germany. This innovation enables us to support customers with complex mobile devices at the same quality standar d they are used to receiving from PC support. Prior to LogMeIn Rescue, the only solution to r esolving customer issues such as setting up or securing a home network would be sending a technician onsite for assistance. Those ser vice calls tended to be long and costly. LogMeIn Rescue changed all that. Now with remote support using LogMeIn Rescue, we are able to r esolve many of these issues remotely and right on the spot, continues Markus. We have been able to reduce the number of onsite technicians we send into the field, shorten the time it takes to resolve an issue, and have received very positive feedback fr om happy customers at the same time. The ability to have one tool that enables service technicians to resolve issues of various use-cases with both computers and smartphones was a driving force behind the adoption of the LogMeIn solution. This enabled V odafone to train technicians only once, and they were able to support various devices. Since the complexity of devices is constantly increasing, we have specialists for certain smar tphones. The ability to share sessions between those specialists has made it very convenient to get these experts involved in assisting with issues, says Markus. 6

7 In Conclusion Technology reduces the costs to manage wireless mobility, confirms Aberdeen Group. vi To realize the benefits, couple a smartphone and tablet investment with a smart support solution and follow best practices: embrace consumerization to shift liability and lift the burden of support; deploy a best-of-breed mobile device support solution to bolster both employees and your investment; centralize your support services for greatest efficiency; and take advantage of available capabilities that will make your mobile investment work harder for you, delivering a competitive edge through reduced downtime and heightened productivity. Is your enterprise in need of smarter mobile support? Considering the following three questions can help to guide your next steps: Are technical problems a top productivity killer for my smartphone or tablet equipped workers? How much do I pay for each smartphone or tablet service call, in terms of time and dollars? Is there a simpler, less costly or more secure option than what I m currently using? The one-to-one support features and services described in this whitepaper are all available with LogMeIn s award-winning Rescue+Mobile solution. A free 14-day trial, available at offers the opportunity to experience a smartphone support solution first-hand, and to better infor m yourself about a solution that s right for your enterprise. + GUIDING Questions Are technical problems a top productivity killer for my smartphone or tablet-equipped workers? How much do I pay f or each smartphone or tablet service call, in terms of time and dollars? Is there a simpler, less costly or more secure option than what I m currently using? vi The Real Cost of Wireless Mobility, Aberdeen Group, Jan. 2007, p. 3. LogMeIn, LogMeIn Rescue, and LogMeIn Rescue+Mobile and the other denoted ter ms in this paper ar e the trademarks and service marks of LogMeIn, Inc., and may be registered in the U.S. Patent and Trademark Office and in other countries. All other trademarks and registered trademarks are property of their respective owners. This paper contains the trademarks and service marks of third parties and such trademarks and service marks are the proper ty of their respective owners. These marks may be r egistered and/or used in the U.S. and other countries ar ound the world. These thir d party marks include, but ar e not limited to, Blackberry, Windows, Windows Mobile, Symbian and related trademarks, names and logos. These third party marks are the property of Research In Motion Limited, Microsoft Corporation and Symbian Software Limited respectively, and are r egistered and/or used in the U.S. and other countries around the world. This paper is sponsored by LogMeIn, Inc. and authored by Mobile Enterprise. The statements herein are the result of resear ch by and the conclusions of Mobile Enterprise. 7

8 kkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkk kkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkk About Mobile Enterprise Mobile Enterprise brings you wireless solutions from the C-suite to the field. Thr ough trend stories, case studies and research, Mobile Enterprise covers the full range of the mobile workfor ce, from wireless infrastructure to machine-to-machine communications. From supply chain and logistics solutions to mobile customer relationship management. From the rugged wireless devices used in the harshest envir onments to the sleekest smartphones seen in the finest corporate boar drooms. Mobile Enterprise takes our readers beyond the solutions themselves, to examine the processes and strategies involved in mobilizing your workforce, managing mobile devices and infrastructure and ensuring a secure environment. Through print, online and electronic publications, Web seminars, podcasts, White Papers and live events, everything we do is designed to feed the mobile decision-maker s need for real-world information about the strategies, processes and solutions that are working today and are on the horizon for the future. For mor e information, visit PRODUCED BY SPONSORED BY