How to Choose a Mobile Help Desk Solution: Three Key Tips
Mobile usage, the roaming employee, and BYOD have changed the way we do business – and the way we meet our customers’ expectations. Mobile tools, in particular, mean that we don’t have to be at our desks to respond to service requests or customer queries. But a recent article by Gartner Research Vice President Leif-Olof Wallin spells out the need for companies to enforce deeper-rooted strategies to adapt to evolving mobile and digital habits, or risk failing to thrive.
Wallin says, “… when businesses add mobility to a digital workplace strategy,the true value is about improving the flow and speed of the core business processes, not simply increasing productivity.
He urges businesses to leverage the disruptive nature of mobile everything to re-create and re-energize their processes. He especially emphasizes the critical need to adjust IT service and support to meet today’s consumerized and work-anytime-work-anywhere business culture.
For us, this message resonates as a call to take stock of what mobile means for business operations tracking and help desk processes. There are a variety of mobile business process management and ticketing solutions out there, so it isn’t as much a matter of searching as it is of evaluating what fits best into your long-term strategy. Here are a few pointers to keep in mind when you begin your selection process:
Unless your organization distributes smart phones to all employees, you are probably operating a BYOD policy, which means a lot of device variety. You will need a mobile solution that can function properly on a wide range of mobile device software and hardware sets. When it comes to mobile software, there are two camps: native applications and web applications. Native applications can have a higher level of graphics built into the viewing experience and a greater level of integration; however, they usually only work on a specific mobile device. For broad reach, there’s a lot to be said for Web applications, since they can be viewed on the widest variety of mobile devices.
An on-the-go service management app will almost never rival the feature-laden complexity of its “at-the-office” counterpart. Mobile business process tracking software is intended for speed and ease-of-use, so the solution needs to be strategically equipped with only the essential features your employees need outside the office, which most commonly are:
– Quick and easy issue management interface
– Easy access to the main company help desk knowledge base
– An adaptive and customizable reporting and charting tool
– A simple method of communicating with clients and other employees
– An optimized user interface to get you from A to B quickly and easily
Not all mobile help desk and trouble ticketing solutions are constantly connected to the main company service center at all times, which means that syncing must be as close to immediate as possible. Most organizations can’t afford to wait five to ten minutes for information to be updated – in many businesses, those minutes can make the difference between making or losing a sale. If possible, try to find a mobile help desk with little or no time (sync time) between updates.
With those three key selection criteria in mind you will find it quite a bit easier to narrow down your search. If you still run into some trouble deciding between the different solutions, remember what they say about getting to Carnegie Hall – practice, practice, practice! Take some time to make a thorough exploration of the many available mobile demos on the devices your organization most commonly uses. Happy hunting!