Over one third of all corporate help desk calls are mobility-related issues and require extensive knowledge of carriers, wireless devices and platforms. FUEL Support™ provides on-demand mobility support for ALL your end-users, not just a select list of names representatives, and provides a hassle-free direct connection with a knowledgeable live person who knows mobility and understands your business needs.
Our wireless experts troubleshoot cross-platform end-user concerns from device operation and email configuration to wireless connectivity issues that may require escalation to the carrier. In addition, FUEL Support includes the option to manage all leading Mobile Device Management (MDM) solutions, such as the BlackBerry Enterprise Server®, Air-Watch®, Mobile Iron©, and MaaS360®. In return you can minimize down-time and save money by outsourcing mobile messaging support expertise that is not core to your business.
Wireless Support Specialists at Your Service
Extend your Help Desk Services
FUEL Mobile can assist your existing IT Help Desk team with a specialized mobile support team that perfectly complements the technical support services offered by your wireless providers. FUEL Support provides a single-point of contact for level-one troubleshooting services and case data collection and leverages a single escalation point whenever a problem lies outside your sphere of expertise.
Direct Support for All End-Users
FUEL Support supports all of your end-users with your own company specific North American toll-free number, plus a unique company email address, in addition to access to the FUEL Gauge™ electronic mobility management portal.
No endless, complicated, frustrating IVR systems with limited access for only a select group of users, but dedicated person-to-person support for all your personnel, up to 13½ hours a day, six days a week.
Trouble Ticket Resolution and Escalation
It is our imperative to resolve, redirect or escalate all wireless-related support requests in coordination with your wireless carrier(s) and your internal IT department as needed. FUEL Support ensures that all tech support cases are followed through until closure, regardless of whichever third parties need to be involved.
Support Case Tracking
All support requests are logged and tracked for reporting purposes and for easy identification of support needs and trouble ticket trends. Embedded solution tracking allows us to continually grow your personalized solutions database, corporate best practices and tips & tricks.
Support case trending can be leveraged to allow for pro-active action by the FUEL Support team, who can assist in providing training and best practices. This will help your workforce not only become more self-sufficient, but also learn about common preventable issues, such as use of wifi and roaming issues while travelling abroad.
Mobile Device Management (MDM)
Your FUEL Support team is also able to assist you with your Mobile Device Management tools, such as the BlackBerry Enterprise Server®, and MDM solutions provided by AirWatch®, MaaS360® and MobileIron© to further streamline and simplify your mobile device management.
Wireless Help Desk Reporting
Help desk reporting on all support-related tickets creates visibiliy of previously hidden or unknown issues that can be specific to specific device types, networks, or user groups. Let your dedicated FUEL Support specialists identify productivity killers and training needs to minimize wireless down-time.
Governance and Reporting
Your FUEL Support service includes weekly operational updates, monthly reports and quarterly reviews, with regards to your wireless Help Desk. Better yet, all our reporting always includes pro-active recommendations to help you make management decisions that are best for your organization, and can be instantly executed by your FUEL Support team.
FUEL Gauge™ Portal
Electronic Ticket Tracking
Your FUEL Support service includes online access to FUEL Gauge, our proprietary web-based electronic mobility management portal, for logging and tracking of mobility-specific support ticket information.
FUEL Gauge provides role-based access to all your procurement, service, support, and analysis needs, and functions independently to your carrier’s client care system. Our FUEL Gauge electronic mobility management system allows your FUEL Support representatives to log each and every transaction in a single system and provides all the information needed to make instant decisions when you need it most.
Feature functions offered as part of the FUEL Support menu include:
- Modular secure cloud-based Web access
- Subscriber line & account management
- Help desk & warranty processing
- Flexible approval workflows
- Compliance assurance
- Process performance & service level objective tracking
- Unlimited configurable routing options
Pricing & ROI
Whether you are a small to medium size business, educational institution, government agency, or large enterprise organization, with FUEL Support there are no set-up costs, no long-term contracts and you only pay per managed subscriber line.
Return On Investment
Influence end-user behaviour through process improvement, education and tighter controls. Lower internal resource requirements and lessen impact IT and IS Support level. Protect your organization's productivity and reduce subscriber line & hardware inactivity.
Managed Mobility Services