How did A/NZ firms’ telecoms work in 2019? Wondering what’s typical? The results are in.

Telestar provides outsourced management of telecoms services for government agencies and enterprises across Australia and New Zealand. With over half a million telecoms services and devices under management, Telestar has a unique insight into how enterprise telecoms fleets are really behaving.

What do end users most often need help with?

How much admin is really involved in running a mobile fleet?

Which takes more effort: operational admin, or fixing problems?

Let’s take a look…

 

Trouble tickets: Hardware issues top the list of potential productivity killers in 2019

For the third year running, the most common problem impacting end user productivity was hardware issues. This includes smartphone faults, user errors, losses and breakages.

SIM issues most commonly include SIM re-burns (due to re-allocated or re-used SIMs).

 

Admin tasks:  Setting up new services & devices was 2019’s biggest admin burden

Re-assigning services and devices was by far the most frequent admin task in 2019, reflecting the continued challenge for firms in managing their mobile fleets as their personnel and their org charts constantly change.

 

Adding new services and devices continued to represent a significant part of the admin workload for many organisations, often due to corporate mobile expansion and/or IoT rollout. For some organisations, this was the result of a periodic fleet refresh.

 

Changing plans also represented a significant admin item, usually undertaken because of recommendations resulting from detailed billing analysis.

 

Which takes more work:  User Support or Admin?

 

Comparing the scale of support events (a request for assistance, a fault, etc.) versus admin events (actions necessary to operate and maintain the fleet) shows a reality quite different from many people’s perceptions. While classical ‘help desk’ services are critically important, it is the lower-profile work of operational administration which makes up the vast majority of work in enterprise mobility. This includes the mundane work of activating new services, procuring hardware, staging and shipping devices, loading cost centres, implementing plan optimisations, and allocating SIMs – all necessary to ensure employees have the communications tools they need to do their jobs when they need them.

 

How Enterprise Telecoms Outsourcing works

Enterprise Telecoms outsourcers don’t just handle telecoms support; they also manage the admin necessary to keep enterprise telecoms services and devices running efficiently. They use specialised tools and experts, including automated bill validation and other optimisation techniques, to ensure best productivity and value from your telecoms services and devices.

Some organisations prefer to do this internally, although few have the specialisation to do it as efficiently as the telecoms outsourcing specialists. Today, 80% of Fortune 500 companies outsource the management of their telecoms services and devices.