When one national airline found its spare pool inventory costs spiraling out of control, it discovered that poorly trained support teams were most often the cause. Agents who were unable to resolve user issues on the first call routinely asked for the device back.
Inspections showed that an overwhelmingly high number of those devices were deemed to be No Fault Found (NFF) – fully operational at the time of the return. Stratix took over first-line support, and more end user issues were resolved on the first call. As a result, fewer devices were returned and those that did make their way back to the support team were more likely to actually need repairs.
Stratix reduced by 50% the airline’s NFF rate. In addition, Stratix oversight enabled the airline to reduce its spare pool inventory by 30%, freeing capital that could be invested elsewhere in the corporation.
How to evaluate mobile support Each enterprise has its own process for deciding to use internal resources to support mobile users or delegate that responsibility to a Managed Mobile Services (MMS) provider. No matter which approach enterprises select, it is important to quantify mobile support’s performance under average working conditions and during peak times.
Enterprises that choose to support mobile users with internal resources can benchmark their operation’s effectiveness against seven, industry-recognized key performance metrics that MMS providers use:
Tracking mobile users’ satisfaction with the help they receive is another key way to measure the effectiveness of mobile support. Each day, Stratix checks its Net Promoter Score (NPS) to monitor mobile users’ perception of the quality and effectiveness of the mobile support they’ve received. In addition to monitoring its own NPS rating, Stratix uses industry norms, competitors’ scores and even other customers’ NPS scores to gauge how well our mobile support is performing.
A NPS score in the 30s is on par with the industry average. Stratix routinely posts average scores in the 80s. Some customers that use the NPS metric to track their users’ satisfaction with Stratix-supplied support report even higher scores.
