When Vivio initially offered mobile device management (MDM) services, its ability to say “yes” to customer needs was often hampered by the software being used.
With IBM MaaS360, Vivio can address a wide range of customer needs for mobile security and unified endpoint management with flexible solutions for organizations of all sizes.
Time savedin responding to customers with rapid, accurate technical support from IBM
Increased opportunitywith broad device support and scalable UEM services built within MaaS360
Security solutionsfor clients concerned about GDPR compliance and protecting personal data
Business challenge story
Finding the right platform for management services
Offering unified endpoint management services is a natural extension of the mobile business and IT services that Vivio sells in Chester, England. That’s because Vivio customers are typically looking for much more than a handset and a SIM card. They want mobile solutions that include security as well as some level of device and end-user management.
“Everything we do is tailored to the individual customer’s requirements,” says James Wright, Managing Director. When the company initially began offering management services, however, its ability to say “yes” to customer needs was often hampered by the software it was using.
“Something was always missing,” says Greg Nott, Head of Managed Services. One product only supported a single mobile operating system (OS), for example, while another supported multiple mobile OSs — but not Windows. Or a product offered restrictions like blacklisting websites but didn’t have containerization capabilities to separate business from personal use.
“Product support was an issue as well,” Greg Nott adds. Vendors were often slow to respond, and support staff relied on their internal knowledge base for answers rather than in-depth understanding of the product. That in turn could impact Vivio’s customer service, which is a cornerstone of the company’s marketplace positioning. In fact, the company has won awards for its customer service for four years running.
Extending business opportunities with MaaS360
All this changed when the company switched to MaaS360 UEM, which Vivio offers today as a cloud service for do-it-yourself customers and as the platform for end-to-end mobile device management that includes deploying, managing and securing mobile devices.
“MaaS360 was an instant hit across our organization, from a salability and scalability point of view with our sellers to the usability and support point of view from our IT staff,” says Gary Scouller, Sales Director. “Now, when customers ask ‘Can it do this?’ or “Will it work on that?’, 99 percent of the time or more we can say ‘Yes’.”
It also means the company can easily offer the right level of service to small companies with five mobile devices and basic management needs as well as to large organizations with over a thousand devices and more complex requirements, such as creating device policies for a secure, locked-down kiosk mode or addressing the security of personal data on tablets operating in a shared environment.
Vivio can then focus on the surrounding services it offers to deliver an end-to-end solution to customers. For example, Vivio recently helped a local charity transition from Google Android to Apple iPhone devices by enrolling over 500 new devices in the Apple Device Enrollment Program (DEP), which provides over-the-air (OTA) device configuration and automatic enrollment into MaaS360 as part of the device setup — right out of the box.
Additionally, Vivio provided “train the trainer” services to show the organization how the new Apple devices work and the security features that MaaS360 provides. The trainers could then distribute the devices across the organization and enable the users themselves. Going forward, the client’s end users contact Vivio directly if there is an issue of any kind with their endpoints, so the charity doesn’t need to staff an internal help desk.
According to Greg Nott, “Using MaaS360 makes it fast and easy for us to monitor each device, check the phone remotely, lock and wipe it if we need to in the event a device is lost or stolen, and then reconfigure a new phone and send it to the user the next day. All the user has to do is enter a password and they can carry on as they did before.”
“MaaS360 addresses security at multiple levels, not just remote wipe,” Greg Nott explains. With MaaS360, Vivio customers can choose which level of security they need. In addition to managing which devices can access the corporate network, MaaS360 containment for managed apps provides a layer of protection between the mobile device and the data in enterprise applications. Data protection, both on the device and in the corporate network, is of particular concern to clients now that the General Data Protection Regulation (GDPR) is being enforced. Also, MaaS360 offers mobile threat prevention (MTP) to help protect against malware on managed devices.
Exceeding customer expectations with responsive support from IBM
In a customer service-oriented business like Vivio, success means fixing technical problems before the customer is aware they’ve occurred and responding quickly with the right answer when customer issues arise. How well Vivio can meet those objectives depends in part on the backing received from its platform provider.
“’Responsive’ is one of the key words I would use to describe the support we receive from IBM, and ‘knowledgeable’ on top of that,” says Greg Nott. “We have confidence now when we are speaking with the IBM support teams as well as presales engineers that they know MaaS360 inside out. We are frequently able to write a ticket, get a quick and thorough answer, and we’re done.”
The proof is in Vivio’s own ticketing system.
“We track everything internally, so we know how much time we used to spend on tickets. Since we moved to IBM our experience has been the polar opposite. This is a very tangible benefit for Vivio. It obviously saves us money, and avoids the opportunity cost to our technical teams if they have to spend time chasing technical issues,” says Greg Nott.
“Ultimately what we do is all about managing the end users in the customer’s business, whether it’s a haulage company or an education establishment or a restaurant,” says Gary Scouller. “We take all of that away so our customers can focus on their jobs.”
Incorporated in 2001, Vivio is headquartered in Chester, Cheshire, England. The company offers business mobile, telephony, connectivity, cloud application and managed services along with award-winning customer service and support to more than 4,200 clients. Vivio partners with leading UK telecommunications providers and offers its own wholesale mobile and hosted telephony services.
Take the next step
To learn more about IBM MaaS360 with Watson unified endpoint management, visit: ibm.com/security/mobile/maas360
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