Rise in mobile-related helpdesk tickets
Gartner predicts that by 2018, 40% of all internal support tickets will be related to mobile devices. This percentage will be even higher for mobile line-of-business (LOB) workers. They require speedy resolution to their problems so they can continue to do their work.
A remote worker cannot walk their broken devices over to the IT department to get it fixed. Alternatively shipping a device back to the company HQ to get fixed, then shipped back to the field, can be costly and time consuming.
Remote workers with device problems can be located anywhere, in any timezone. They need fast resolution to their problem no matter what time of day it is for IT help desk staff at company HQ.
Device problems have a multiplicative impact
Malfunctioning mobile devices have an obvious impact on employee downtime and business productivity, but it can also affect customer satisfaction, market perception and/or even create le