As a wireless expense management BPO, a big part of the value we offer clients is timely, expert trouble-shooting advice from our helpdesk. It’s a key reason we’ve maintained a 100% customer retention rate since we opened our doors in 2003.

Our helpdesk has helped Wireless Analytics be the only national wireless expense management firm ranked by AOTMP in the top three for customer satisfaction for three straight years.

There are several questions our helpdesk encounters often, so we’d like to share some of these with you. Wireless Analytics helpdesk veteran Stephen Wong shares five frequently asked questions from callers.

1. Mobile Email Issues

We get lots of questions about BlackBerry (BES server issues) and iPhone email. Callers may have problems sending and receiving emails, a sign that the device is not connecting to the server. The way we solve this is to troubleshoot the client’s server issue and find out why the device is not connecting. We can normally solve this issue in a few quick steps and just a few minutes on the phone.

2. New Device Activations

Sometimes a user struggles when setting up a new device but instead of calling the carrier and sitting on hold, the user can call us on the helpdesk to activate a phone. In most cases the helpdesk has access to the carrier’s portal so we can have the new device up and running within five to 10 minutes. We get a lot of feedback from clients that this process is “pain-free,” which is almost always a good thing.

3. Hardware Issues

Is your device malfunctioning? Has a microphone or speaker stopped working? Or maybe your new iPhone took a nosedive off the kitchen table, cracking that beautiful screen. Sometimes we can resolve these issues remotely by updating your operating system, but often a broken piece of hardware just needs to be replaced.

The way we can help is to check on your warranty. If the device is still covered under warranty, the helpdesk can process delivery of new hardware, and if you’re not still under warranty, we can help you find a new device through the Wireless Analytics website so you can request a new one. The helpdesk will help you through the process of requesting a new phone. In most cases, we can get a new device out to the client in one or two days.

4. Server Issues – Calendar Not Syncing

Our clients often notice a server issue because their contacts and calendar are not syncing. If this is happening for you, we’ll troubleshoot your contacts and calendar configurations to figure out why your device is not syncing to the server. Once we’re done, you will be happy to see your contacts and calendar humming along nicely to keep pace with your highly productive mobile lifestyle.

5. Travel

If you’re traveling outside the U.S., call us and let us know. We’ll make sure you’re provisioned correctly. More often than not, our customers will only have a domestic data plan, so they’ll need to set up additional service for international travel. The staff on the helpdesk can update user plans right on our website.

We’ll also set dates so the user only has the needed international travel plan for the duration of the trip and when they return they’ll be notified that they’re going back on the domestic plan. This keeps costs down because the easy switch between domestic and international plans means that the business does not need to pay for an international plan 365 days a year–only the service they will use.

This is just a sampling of the issues the helpdesk manages every day. Having a team of helpdesk professionals at the ready can save your enterprise valuable time and money. (Not to mention headaches!) Our helpdesk is a vital component in wireless expense management strategy.

Email us to find out more about what our mobile management helpdesk can do for your enterprise. Other questions we didn’t mention? Feel free to comment below or email us with any mobile management issues you’re wondering about.