Diagnose Vexing Support Challenges
Reduce cost to serve by using automation rather than additional headcount. Resolve issues with a single click instead of conducting lengthy searches through multiple log files across servers. Diagnose hard-to-find problems via an embedded best-practices knowledgebase. Resolve common user issues (e.g., provision device, reset device password, resend IT policy, lock/wipe device, etc.) with one click.
Empower help-desk staff to solve the majority of support calls the first time, regardless of device or user type. Instantly look up users, their devices and apps, status of service and a full historical user-interaction log. Eliminate the need to involve overburdened and expensive Level 3 support staff by empowering Level 1 support staff with intuitive problem solving capabilities.
Decrease Mean Time to Resolution
Eliminate the finger-pointing common in complex environments. Instead of passing issues between multiple teams to eliminate possible root causes, quickly identify problems and isolate them to the right systems. Determine root cause, scope of impact and resolution in a fraction of the time and reduce overall mean time to resolution (MTTR).
Enable User Self Service – and Satisfaction
Increase user productivity and satisfaction by providing them with self-service capabilities. A simple to use web portal provides users control over Good for Enterprise®: reset password, lock, wipe, unlock, reactivate, and migrate from BlackBerry to Good for Enterprise. At the same time, reduce overall support costs by preventing many support calls altogether.