Optimizing the Mobile Workforce

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1 WHITE PAPER Optimizing the Mobile Workforce Maximizing the Value of Your Investment in Mobility CALERO 2014 ECM SERIES, #2

2 2 OP TI MIZE (ŎP TƏ-MĪZ ): TO MAKE AS PERFECT, EFFECTIVE, OR FUNCTIONAL AS POSSIBLE Today, enterprises leverage mobility for more than just communication. They want to maximize the productivity of the mobile workforce. That means choosing mobile devices, applications, policies, and services aligned with enterprise goals. Availability is everywhere connectivity is a diminishing return. What matters more to enterprises today is equipping the mobile workforce for success at the right cost and with acceptable security. They want to optimize the mobile workforce. Optimizing the mobile workforce is a matter of finding the right balance between cost, security, and usability. Usability correlates with productivity, which is maximized by the right devices, applications, and support. Optimizing all these factors is a significant challenge, but taking a systematic approach can help you maximize the value of your investment in mobility. DESIGN Few organizations build their mobility strategy from scratch. Most already have a mobile workforce, using employer-provided devices or their own to access enterprise resources and conduct business. It is precisely this kind of organic growth of enterprise mobility that can lead to data leaks, inefficiencies, and fragmented policy enforcement. If your enterprise fits this description, it s essential to acknowledge and address existing issues even as you craft a requirements-based, purpose-built design for your mobile strategy. The Right Devices in the Hands of the Right People Design addresses fundamental requirements, such as who needs a mobile device and what type of device and applications will help them be most productive. But it must also define strategies for dealing with employee-owned devices and how you will support and secure them. The benefits of BYOD are questionable supporting and securing the variety of devices employees bring to the enterprise can be costly but a BYOD policy is essential, because some employees will want to bring their own device regardless of your preferred mobility model. Every enterprise has unique requirements and challenges, which is why design of your mobility program must cover:

3 BYOD Business process review MDM selection advice Policy development & update Security and compliance audits Mobile invoice audits Portal tools requirements Training 3 Some of the specific questions you ll want to answer include: Goals: What are your enterprise mobility goals for now and in the future? Carriers: Which one(s) best meet your goals based on coverage, cost, and network? Devices: What device(s) and operating systems will work best for you? Business Process: How will you automate workflows? Governance: How will you ensure compliance with corporate goals? MDM: Which vendors are right for you? Applications: What applications do you need and how should you proceed with building, buying, deploying them to devices? Audits: How will you measure compliance for security, policy and cost? Portal Tools: How will you gain visibility and oversight to manage mobility? Support: What model of support works best for your enterprise? POLICY WITH THE CONSUMERIZATION OF MOBILITY, EMPLOYEES EXPECT THE MOBILE TECHNOLOGY AND SERVICE THEY EXPERIENCE ON THE JOB TO RIVAL THOSE WHICH HAVE BECOME COMMONPLACE IN THE WORLD OF PERSONAL MOBILITY. Once you ve defined requirements and strategic goals, you ll need to document the policies to support them. Enterprises most successful in optimizing their mobile workforces will have well-defined polices around appropriate use, security, expense management, and more. How will you ensure that the right applications are on every device? How will you protect corporate data downloaded to a smartphone in the field? How will you reimburse BYOD workers for the business use of their devices? And perhaps key to the success of all mobile policies how will you communicate them to all your mobile workers and keep them up-to-date? How will policies evolve, who will review them, and how often? Ensuring Security While Preserving the User Experience With the consumerization of mobility, employees expect the mobile technology and service they experience on the job to rival those which have become commonplace in the world of personal mobility. Enterprises must secure network data and manage devices and applications, but do it in a way that is both effective and transparent in order to

4 4 optimize the user experience. Policies that detract from the user experience can reduce usage and productivity, diminishing the value of the organization s investment in mobility. Many enterprises have found success in meeting the challenge of policy creation and maintenance by forming a cross-functional mobile taskforce charged with understanding the competing business drivers and making sure that employee productivity can survive and thrive through the consumerization of enterprise mobility. EXPENSE MANY ENTERPRISES HAVE FOUND SUCCESS IN MEETING THE CHALLENGE OF POLICY CREATION AND MAINTENANCE BY FORMING A CROSS- FUNCTIONAL MOBILE TASKFORCE CHARGED WITH UNDERSTANDING THE COMPETING BUSINESS DRIVERS AND MAKING SURE THAT EMPLOYEE PRODUCTIVITY CAN SURVIVE AND THRIVE THROUGH THE CONSUMERIZATION OF ENTERPRISE MOBILITY. Usage and expense analysis are critical to optimizing mobility from a cost standpoint. Whether you capture usage data directly from the device in real time, or glean it from carrier invoices, the information it provides gives you valuable feedback on the effectiveness of usage policies, mobile plans, and compliance. Manual inspection of invoices is time consuming and error-prone; a far better solution is technology-enabled analysis of invoices received electronically from the carriers. Whereas manual invoice analysis is so resource intensive that many enterprises relying on it had simply declared mobile expense a cost of business, today s technology offers highly effective exception reporting that will automatically identify: Third party billing charges 900 charges Overage charges for anytime minutes, data usage, or messaging Wireless phone is not on a shared minutes plan Usage charge for voice, data, or message roaming Usage charge for international voice, data, or message roaming Usage charge for directory assistance Charges for equipment, insurance, and other non-authorized purchases No data usage, but paying for a data option No messaging usage, but paying for a messaging option No international voice usage, but paying for an international calling option No international data usage, but paying for an international data option Device with total cost over threshold Invoice analysis is critical to mobile expense optimization. It provides business intelligence that can tell you at a glance if your mobile program is on track or needs adjustment either through tighter policy enforcement or changes to bring mobile plans into closer alignment with actual usage.

5 5 Automated invoice analysis supports optimization efforts by presenting usage and cost analytics at a glance. SUPPORT Every minute a mobile worker is unable to use their device, their productivity falls and optimization recedes. Always on connectivity and 24/7/365 support is not only a user expectation shaped by consumerization of mobility, it is critical to the optimization of a mobile workforce. THE COST OF MANAGING THE PLETHORA OF DEVICES THAT BYOD PROGRAMS BRING TO THE ENTERPRISE, AND THE PRODUCTIVITY LOST BY FORCING BYOD WORKERS TO FIND SUPPORT ELSEWHERE, CAN QUICKLY ERODE ANY PROCUREMENT SAVINGS. The cost of providing continuous service to your mobile workforce must be weighed against the productivity it enables. You can expect 10% or more of your mobile users to submit at least one service ticket every month. A world class service desk will spend an average or 20 minutes to resolve each ticket, at a cost ranging from $20 to over $300 per incident. This expense across the mobile workforce pales in comparison to the cost of productivity lost by workers who have to wait in line at the Genius Bar or wait online with their carrier to have their issues resolved. The value of service desk support is one reason that BYOD programs fail to deliver the savings that enterprises seek by offloading procurement costs to the individual. The cost of managing the plethora of devices that BYOD programs bring to the enterprise, and the productivity lost by forcing BYOD workers to find support elsewhere, can quickly erode any procurement savings.

6 6 CONCLUSION OPTIMIZING THE MOBILE WORKFORCE IS A MATTER OF FINDING THE RIGHT BALANCE OF POLICY, PLANS, ENFORCEMENT, SUPPORT, AND USER EXPERIENCE. Optimizing the mobile workforce is a matter of finding the right balance of policy, plans, enforcement, support, and user experience. The sweet spot is always moving, with the emergence of new services and technologies that shift the balance and introduce new capabilities for managing usage, controlling spend, and measuring compliance. The complexity of the current mobile environment, in which a mobile worker may need to carry 3 or more devices, may also be changing for the better. As the Internet of Things (IoT) gains broader acceptance and mobile devices become more intelligent and well connected, managing them and the data they carry may become simpler. The time may come when you ll be able to use one device to connect securely with the enterprise network, update spreadsheets, call your nephew in the next state, operate your coffee maker, and play Words with Friends seamlessly moving between networks and applications without thinking about policies or compliance or security. But until then, optimizing the mobile workforce will remain a deliberate process that requires a structured approach to maximize productivity while minimizing risk and cost.

7 7 CALERO SOFTWARE, LLC EAGLE S LANDING BUSINESS PARK 1565 JEFFERSON ROAD, SUITE 120 ROCHESTER, NY PHONE: FAX: ABOUT CALERO Calero Software is the new alternative to the status quo in communications management, with a commitment to innovation and customer service. Calero offers a suite of global solutions for fixed and mobile Enterprise Communications Management, including Expense Management, Mobility Management, Usage Management, and Telecommunications Management. Calero was formed in December 2013 through the merger of Veramark Technologies, PINNACLE, and Movero combining decades of communications management expertise under one name. Calero has thousands of customers in the United States and more than 40 countries worldwide, including Fortune 1000 corporations, universities and government agencies. For more information, visit us at or or call

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