Support Training Overview
Through our extensive experience training, educating and supporting the Windows Mobile users, CEOs, CIOs, technical support trainers, retail sales and call centers we have identified specific stages and needs for supporting the Windows Mobile user. The integration and use of Windows Mobile devices and attached solutions requires knowledge and information specific to Windows Mobile and key stakeholders. Currently there is no one stop solution to get support specifically based on your Windows Mobile device and solutions.
Definition of the problem:
- Windows Mobile smart devices require specific knowledge to get up and running and daily use
- Smart devices are currently a minor percentage of Mobile Operator sales
- Smart devices require more training to support
- A typical support representative is required to know/support approximately 20 different devices
- No one offers a combined support solution
- Mobile Operators offer support based on service
- OEMs offer support based on device
- Microsoft offers support based on OS
In the end, this problem results in a negative experience for the user and a possible opportunity loss for each party involved.
QMobility Results:
The solution is proactive and on demand support specifically designed for and around the Windows Mobile user and the related parties and products required to provide a successful deployment of the Windows Mobile solution. The goal is to make it easy to get up and running, integrate into daily routines and maximize benefit of the Windows Mobile device.
QMobility suggests a support plan designed around and for the Windows Mobile device and related products and solutions. This support plan will not only offer on demand issue resolution, as typical support offerings do, but will propose the creation and deployment of a proactive support, training and education program that will make it easy for the user to get up and running on the device and enable the Windows Mobile reseller to extend the same offer to its customer base.
Case Study:
Brightpoint Call Center Support Training
SPRING 05 QMobility delivered training to Brightpoint call center support on the VX6600/6601i600 running Windows Mobile OS 2003.
"QMobility is an important partner to our company. Their smart device knowledge and industry expertise has enabled us to accelerate past the traditional learning curve and offer a viable support option to our customers."
David Brown
VP Advanced Wireless Services
Brightpoint NA
This training included Introduction to Windows Mobile, Introduction to Smartphone, Introduction to Pocket PC Phone Edition, Advanced and Troubleshooting Smartphone/PPCPE and Activesync. Call center support representative s were trained to support users receiving devices through Brightpoint distribution and activation services.
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