Device Management Platforms: What You Need To Have To Succeed

on December 12 at 04:53 PM

Device Management Platforms: What You Need To Have To Succeed

As the world continues to have an increase in the number of internet-enabled devices, companies need to develop better device management platforms to help install, manage, update, and keep track of everything. Without a cohesive platform, customer churn will increase, problems will go unsolved, and repeat issues will emerge with no way to track their histories. A good device management platform for telecommunications companies needs to be simple enough that a single glance can alert the users to any problems and in-depth enough to help solve those problems, should they arise. Of course, they should also help with software upgrades, firmware installation, and more, allowing for the maintenance of thousands of devices with just a few clicks.

More companies are choosing to turn to device management to help propel themselves, including Microsoft, who just announced a partnership with ETI Software to improve their service management.

But what should a device management platform have to succeed? Let’s break it down:

Management That Supports CSRs

Customer Service Reps should be able to remotely monitor, diagnose, and troubleshoot any problems with wireless and wired hardware. Typically, this isn’t something that can be done quickly or easily. It takes a long time and customers sometimes need to carry out tasks that they aren’t able to complete. A good device management platform will make many problems easier to solve, remove complexities, and offer scripting opportunities.

At the same time, the job of the CSRs will be easier than ever before - they will be supported in their jobs and have the confidence to make decisions quickly and easily. This will help customers to feel more at ease when seeking help - and hopefully help to retain them.

Bi-Directional Integration

A good device management platform should enable bi-directional integration with your current systems, including CRM, OSS, and BSS systems. This will allow for a smoother transition to a new platform, eliminate rework, and avoid any customer-facing hiccups that could cause churn. Look for a device management platform that features a comprehensive API that allows external systems to get its full capabilities without compromise.

Supports Device Intelligence

Your device management platform needs to display real-time and historical data that your team can then take and transform into analytical data. This data will be used to monitor the success of new rollouts, track devices that are causing problems, plan for maintenance, and more. This should all be easy enough to see with just a single glance, it shouldn’t take hours upon hours to find the problem. In today’s world, you need to be ahead of your customers.

Easy To Use

A device management platform needs to be easy to use, for everyone involved. There are some people within a team who may not be as technologically advanced as some others, and that’s to be expected. While those entering the workforce continue to be more technologically savvy than those before them, new platforms can still cause headaches. A good solution is one that is easy to learn - one that doesn’t require days of training.

Includes TR-069 Device Management

Your device management platform needs to work with any device that uses a TR-069 client, including (but not limited to) DSL, FTTx, 4G/5G, DOCSIS. When you integrate properly, you will be able to remotely change settings, fix problems, monitor parameters, and update anything without disrupting service for a long period of time. 

Disruptions and service breaks have led to many people leaving cable for streaming services. When a company has a good device management platform, they can avoid some of these issues and keep downtime to a minimum. You will be able to spot problems before they emerge, quickly push out updates to entire service areas, and do so with data at your back. Teams will be able to make educated decisions on timelines, projects, and importance.

When choosing a device management platform, do your research. Figure out what is going to give you the most for your money and then see how difficult it will be to integrate into your existing system. You shouldn’t have to change everything just to get something that will make your job easier and your service better. Remember: simplicity is sometimes best.

ETI Software Solutions continues to bring leading-edge solutions to telcos, municipalities, utility co-ops, open access providers, and WISPs to reduce operating costs and future-proof technology. To know more about ETI Software Solutions, visit them at 6065 Atlantic Boulevard Norcross, GA 30071. You can contact them at (770) 242-3620 or visit their website to contact them.

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