How to Develop a Mobile Device Repair or Replace Strategy

The average employee is doing work on much more than just a single desktop computer these days. Company-issued phones are not uncommon now. What is uncommon is a robust, in-house strategy for repairing and/or replacing phones. However, in an article for Computerworld, Lucas Mearian discusses the advances that are being made on this front and how a viable mobile maintenance strategy is possible.

Mobile Maintenance

In the first place, the big part of what makes fixing devices so hard is that there are two sides to it: the hardware side and the software side. Apple devices offer standardization, but Android devices are a giant mishmash of different software and hardware. It has been typically impractical for businesses to try to handle device repair in-house, and so they have outsourced such issues to third-parties. Of course, third-parties themselves have often specialized in either the software or the hardware side, at least until recently.

Now, these entities are starting to mature such that they can handle the fuller spectrum of issues with mobile devices. HP has launched Device-as-a-Service (DaaS), and Sprint has launched Mobility-as-a-Service (MaaS). Here is basically how DaaS works:

“In our DaaS program, a customer will select a device… and then we have a support plan that provides the break and fix maintenance attributes, the implementation and installation, accidental damage and recovery and media retention,” [Jonathan Nikols, global head of HP’s Device-as-a-Service,] said.

HP determines the contractual relationship enterprises want to have, whether it’s with a value-added reseller, a global systems integrator or a direct relationship with HP, “and then we provide it back to you within a utility model or a per user, per device pricing model,” he said.

In any case, Mearian goes on to list five steps for developing a managed mobile services (MMS) strategy that works for your business:

  1. Do an inventory of devices and their status.
  2. Segment users and devices according to how critical their associated apps are.
  3. Evaluate the capabilities of potential service providers.
  4. Educate the workforce on what their expectations should be with regard to repair/replacement.
  5. Ensure that the service pricing model is right for your company.

For a longer discussion of these concepts, you can view the original article here:

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