Learn How MobileIron Delivers Superior Service in a Fast Moving Technology Market
Over the past several years MobileIron has experienced rapid growth and expansion of its customer base. As a result, the customer support organization faced new challenges to support that larger customer base and the growing MobileIron technology portfolio.
“Rapid growth put a strain on our service organization,” explained Dilip Patel, Senior Vice President of customer success at MobileIron. “We needed to rework our process model, address some infrastructure issues, and create a road map that would lead us into the future.”
Executive leadership decided to engage the help of experts from Service Strategies to partner with the MobileIron Support team to drive decisively towards the goal of consistently delivering the industry’s best support experience and to define what it was going to take to get there. Service Strategies conducted an operational assessment to help identify opportunities for improvement and the organization adopted the internationally recognized Service Capability & Performance (SCP) Standards to provide the benchmark measure of success.
MobileIron has successfully certified its support operations against the Service Capability & Performance Standards and as a result has achieved significant gains in service effectiveness, including:
- A more consistent service experience, resulting in increased customer satisfaction
- Significantly improved response and resolution time performance
- Optimized service processes to ensure global consistency
- Enhanced the ability to predict resource requirements
Learn more about MobileIron’s efforts to drive operational excellence and continuous improvement through certification of its support operations.
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