Oftentimes, there is a simple answer for why a device stops working, but finding it takes time.
Let’s say a mission-critical app is crashing every time it’s opened. The cause could be anything.
Does an app need to be updated?
Does the device need to be rebooted?
Is the device’s memory nearing capacity?
When hands-on support is required to resolve device issues, problem resolution becomes a tedious and lengthy process, which includes information gathering, shipping the device to IT and exploring potential fixes.
Most device issues have quick fixes, like a reboot, an app update or freeing up storage. But without remote access, a two-minute fix can turn into hours or days of waiting. Multiply that across multiple tickets your team handles, and the time adds up fast. As a result, support tickets take longer to resolve, and employees are left without the tools they need.
So, how much time is your IT team spending on hands-on support? How much money are you spending shipping devices back and forth between IT and their onsite location?
In part two of this blog mini-series, discover a better way of addressing mobile device issues.
Did you miss part one? Click this link to give it a read.
What Does Hands-On Support Look Like?
Hands-on support relies on people to physically access a device to gather information, diagnose an issue or test a solution. Your organization may be relying on hands-on processes if IT regularly needs to:
Have employees bring devices to IT themselves.
Have IT staff visit the device’s location.
Collect information from individual devices by hand.
Walk employees through troubleshooting steps to complete on their own.
Ship devices to a central IT team for further investigation.
Having non-technical users describe device issues to IT.
These processes can work for individual incidents or within a small business. But as device fleets grow, investigating every issue using hands-on support increases the demand on IT teams.
Remote Control: The Alternative to Hands-On Support
Remote Control equips IT with the ability to collect information and investigate issues without physically touching the affected device.
Instead of asking an employee to bring in a problematic device or shipping it, support teams can remotely access the device and investigate the issue in real time, without needing the user to explain the problem or conduct troubleshooting steps themselves.
With this approach, IT can see what is happening on the device, investigate potential causes and act without waiting for the device to reach them. The result? Less time spent tracking down devices and more time spent resolving the issues affecting them.
For more information about Remote Control, check out this blog.
The Top Benefits of Remote Control
Faster Issue Resolution: Access device information and investigate problems without waiting for physical access.
Reduced Device Downtime: Resolve issues while devices remain at their working locations.
Less Disruption for Employees: Help employees get back to work without requiring them to hand over or ship their devices.
Lower IT Workload: Reduce the time and effort required to manually investigate individual device issues.
Faster Support Ticket Resolution: Give IT teams the visibility and access they need to diagnose and resolve problems sooner.
Hands-on support may solve the problem in front of you. But when device issues are happening across a large fleet, the bigger opportunity is finding a way to investigate and resolve them without adding more time, travel, money spent and disruption to every support ticket.
Looking for more information about transitioning away from hands-on support? It’s time for SOTI MobiControl XS. With a powerful combination of SOTI MobiControl, an Enterprise Mobile Device Management (EMM) solution, and SOTI XSight, a diagnostic intelligence and support solution, SOTI MobiControl XS can elevate your business’s mobile operations with greater visibility and control.
Book a demo or contact us today to discover how.
