Helpdesk & Support

The TechnologyThe CellManage technology, powered by MOBI, provides both high-level and granular detail in an easy to use and consume format that allows the customers to zero in on the overall support health of their mobility program. By keeping all activity and support issue communication in line, the customer has the power to leverage data to improve their employees' experience, with the goal of reducing downtime.

Support Calls

Each support call is assigned a unique number that can be easily searched. Calls are tagged with particular issue types, such as: Email Set Up, Troubleshooting, Portal Assistance, and more. This structure allows your customer’s managers to quickly assess their program's support needs per issue, be alerted to potential large scale outages that can arise in a mobility environment, and have ability to zero in on singular issues that require their attention.

Daily Activities

All daily transactions are grouped in relation to the specific action required by the CellManage team and assigned a unique activity number. For example, Feature Change, New Line, Device Assignment, Device Upgrade, Enter Bring Your Own Mobile, etc., are just a few of the requests an employee or manager can complete through the CellManage platform. This allows for a high-level summary of the activity being requested, with time and date stamped activity progress to ensure all SLA’s are being met for the program. All notes, emails, and calls related to a specific activity are tracked within each request. This saves a tremendous amount of time for your customer’s employees and their management team.

Billing Analyst

Is responsible for providing support throughout the implementation, invoice loading, audit, and optimization processes. They also ensure that monthly savings recommendations are understood by the customer's managers.

CellManage, powered by MOBI, provides technology and mobility helpdesk support that allows customers to unleash the full capabilities of a mobile workforce. There is never any guess work on how the customer's mobility program is being supported. A comprehensive list of SLA's, frequent business reviews, and standing calls with CellManage's dedicated support team ensure the level of support is consistent and effective for the customer's employees.

The PeopleAs opposed to a general support team, CellManage utilizes dedicated account

teams of mobility experts that become extremely familiar with the customer's

mobility program. Detailed account guides are created, per customer, to assist

with training and changes made to the customer's policies, transaction

processes, supported devices and third party services in play, and much more.

The following resources are provided to every customer.

Implementation Manager

Is responsible for guiding customer’s throughout the process of bringing their mobility program online. Their responsibilities not only include the technology, but also syncing with the expense management and dedicated support teams to assist with a smooth initial launch.

Customer Relationship Manager

Is responsible for maintaining the relationship with the customer's managers. They serve as an escalation point, monitor overall customer satisfaction, and lead account reviews. This contact manages the customer's dedicated account specialist teams and holds frequent calls with the customer's program manager to address issues, proactively plan and execute mobility projects, and assist with how CellManage can provide better support across the mobility program.

Account Specialists

Are responsible for providing the day-to-day support and daily transaction management for employees and administrators alike. These support staff operate in dedicated account teams and focus on first call resolutions so the customer's employees spend their days working and not handling mobility issues.

OPS Stats- 95% First Call Resolution

For additional information contact: tdm_services@techdata.com