It makes sense that performance and functionality are the two most important features for organizations choosing mobile devices for front-line mobile workers—workers who need access to customer or asset data in real time. But what comes next may be surprising—that companies rank customer service and support for IT departments above price.
New Report Shows the Importance of Rugged Laptops
This is just one of the findings in a new report, Customer Service and Client Engagement: How Strong Vendor Relationships Drive Customer Satisfaction. The report, written by VDC Research, analyzed first-line mobile customer satisfaction from more than 800 mobile technology decision-makers across different industries and geographies.
According to the survey, user satisfaction is based on many factors. Chief among them are remote management and support, reliable devices, good wireless coverage, and dependable application performance.
When it comes to reliability, one of the biggest decisions companies have to make is about how rugged they need their mobile devices to be. The research concludes that often, choosing consumer devices for front-line workers can lead to higher overall costs over the devices’ lifecycle, not to mention frustration and dissatisfaction among workers.
Support for IT Listed as a Top Concern
That brings us back to technical support and customer service—ranked highest, above price. In the technical support arena, important factors include remote control and solution visibility, a broad accessory ecosystem, configurability and lifecycle support. In the customer service arena, it’s about understanding customer requirements and providing the services to address those needs. One example is Panasonic’s pre-deployment consulting and solution design services. Along with its post-deployment professional services, these policies provide top-notch support for IT departments to ensure that deployment and maintenance are seamless and stress-free.
The report concludes by noting that successful mobility deployments require not only coordination among the network, security, device, application and budgetary teams, but actually including end users in the testing and validation stages.
Read the full report here.
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