The number of mobile devices in their environment was limited, and implementation to new users was slow. As their mobile users grew, the associated order, approval, and support processes became points of failure with users coping with a variety of interfaces, vendors, and internal technical staff. The bank also realized that their current technical staff did not have the proper expertise and bandwidth to implement a streamlined solution. Turnaround time for issue resolution was upwards of two days, while new user orders took up to four weeks to fulfill. They needed a solution that would decrease their device delivery and issue resolution time without starting over or increasing their expenses.

The Solution: Simplifying the Implementation and Support for Mobile

The first major problem this client had to overcome was the multiplicity of vendors required to implement a mobile solution, from hardware to airtime providers, to applications and associated support. Getronics assumed the role of Single Point of Contact for all their mobile issues, simplifying the entire implementation and support process. We assessed their existing workflow for mobile device approval, procurement, and configuration. By streamlining the workflow and putting in place supporting infrastructure, we significantly reduced their lead time for enabling new users, from approximately four weeks to two days.

As their number of mobile users grew from the initial 1,000 to 6,500 global users, we re-designed their existing hardware and software infrastructure to support the increased number of users within their 24 Blackberry® servers that are currently under management. We also enabled them to push corporate applications on the wireless devices, including Bloomberg® and Moneyline®.

Getronics began taking service calls from this bank's users, shortly thereafter we also provided device procurement, configuration, and service provisioning for all of their mobile employees in the U.S. and U.K., utilizing the Getronics-designed workflow and supporting systems.

With this new system, this bank only needs two dedicated employees for support of their global mobile user network. Our customized delivery model, with our mix of onsite and remote staff, has proven both cost-effective and highly efficient.

The Result: Issues Plummet, Satisfaction Soars

This bank realized immediate benefit from the change. We reduced the time required to set up a new mobile user by 93%, facilitating a significant increase in Blackberry usage. Message traffic jumped from an average of 4.9 million messages per month to the current average of 7.9 million messages sent monthly via Blackberry.

The new system also dramatically reduced the time users spent waiting for staff to respond to a trouble call: from over two days on average to just less than 60 seconds currently. This client's user satisfaction surveys soared from the pre-outsourced level of "poor, poor, poor" to the current excellent rating as "number-one product in the bank". Getronics' Mobile Executive Solution turned a poorly-regarded and ineffective technology implementation into a highly-productive tool that allows this bank to more closely connect with their internal work force as well as with their customers.

Why Getronics?

Frustrated with the long lead times to bring new mobile users up on the system and the issues associated with managing multiple vendors, this client turned to its existing provider for help. Getronics' experience with mobile technology in other client environments gives us the expertise to evaluate their bank's infrastructure and determine the streamlined process required for managing a large population of wireless users. Getronics was able to provide the entire solution from initiation to retirement, freeing the bank to concentrate their resources on business growth, rather than technology headaches.