How In-App IT Mobility Services Beat Traditional IT Support
The facts are in, and mobility services have exceeded traditional desktop services, with 80 per cent of Internet users accessing the internet via Smartphone on a daily basis. Over the course of the last decade, enterprises have embraced the internet for its potential to increase work place efficiencies, and today, you’ll find that most enterprises identify the Internet as a crucial component in everything from customer service, operations and logistics to sales and marketing. With Smartphone Internet usage already surpassing Internet usage on PCs, last year marked the first year that mobile app companies did the same in terms of support service for users.
With many top tier enterprises increasingly using mobile apps for business processes, a common concern from an IT security perspective is the protection of business assets. However, these same apprehensions were common during the onset of the now popular Intranet, with fears of opening up the corporate network on a larger scale. The difference with mobility IT services is that they de-emphasize the individual device and rather create policies for each application. This method is much more effective at tracking potential threats as well as providing support for each corporate BYOD (bring your own device) directly through the application.
Many big name corporate IT companies have now begun adapting to the trend of in-app customer service, but mobile app companies, with their ever-evolving technologies, take these proficiencies even further. Mobility services offer 3G connectivity which allows field workers access to auto-generated data about each customer, such as account information and purchase history, no matter the location. For example, mobility services provide large manufacturing companies the added security of tracking shipments directly through mobile apps with the use of GPS tracking systems. From there, company assets can be monitored or accessed at any time during or before the service call. This not only makes answering tickets a more efficient process, but app users can more effectively respond to supply and demand.
The greatest advantage of having in-app customer service is the ability to reach support services in real-time, directly through the application, which significantly reduces troubleshooting response times and puts an end to endless IT email loops. In fact, mobile app companies are making traditional support tickets obsolete altogether. How does this benefit BYOD users? By empowering the mobile user to access an in-app help desk where answers to questions can be found in plain text, directly on the device.
As mobile app companies continue to develop and deploy support based corporate applications, the standard for emerging IT support grows as a much more collaborative process. One common BYOD scenario would be distributing an organization’s email. Mobile app companies can deliver a “containerized” email user list that the company can create and manage, regardless of where the mobile user is or the brand of Smartphone they choose to use. Mobility services that focus on email distribution are referred to as MEM (mobile email management). Each MEM app then delivers a specific email client list provided by management to the users built in framework in iOS or Android. Having tailored and containerized MEM allows mobile app companies the ability to set specific policies for email forwarding and encrypting.
Indeed, the role of traditional IT services has changed. In the past, enterprises would use a top-down approach in selecting applications and distributing them. There was limited interaction with the user, and feedback collection was limited to surveys disseminated by corporate IT –to be interpreted when enough data was collected. These days, mobile services have created new ways for users to stay connected with business processes. It has been predicted that even more enterprises will adopt and leverage this new model of in-app communication, in an effort to provide support service for an ever growing mobile user base.
Consider the advantages of Public Safety Officers having direct access to an accelerometer through their mobile device, or being able to upload a snapshot of a disorderly retail store and having a company representative immediately respond to the request. As the world continues to make the shift from PC to mobile, forward thinking enterprises need to adjust their views as well. These changes not only afford businesses greater access to their customer base, the shift toward a mobile workforce also allows workers to be more productive by providing the liberty to work from anywhere.