Case Study: BlackBerry Solutions
The Task: Efficiently manage Blackberry administration, maintenance and support for company with 11,000 Blackberry users.
| The Challenges | The Customized Solution | The Result |
|---|---|---|
| Only higher level Helpdesk employees had full-access to Blackberry server, others could read-only but had no access to resolve even simple tasks; making lower tier employees redundant and inefficient | Created a wholly customizable solution that allows delegation of access at various levels; client can decide which groups, individuals, or combination of groups and individuals get access to specific parts of their server, and can specify which groups/individuals to limit and where | Company able to utilize the capabilities of lower tier Helpdesk employees for simple tasks like activations, password resets, and address book setups; freeing time of higher level employees for more pressing or strategic concerns |
| The existing solution made Consultants wait to do their jobs, costing hundreds of lost billable hours, and tens of thousands of dollars in potential revenue per month | Tiered support allows immediate and effective solutions and decreased Blackberry support wait-times by cutting the need for escalating routine Blackberry support requests | Cut the standard half hour time delay to escalate simple tasks: with about 500 activations a month, that alone gave the company 250 additional hours per month of Consultants generating revenue |
| Unable to track changes or who made them, causing unnecessary complications and lack of accountability | Added auditing and logging capabilities that identifies and tracks every individual change on each Blackberry account, who made the change, and when | Can determine which processes and Helpdesk employees are working, and which are not |
| The solution didn't integrate with the company's security infrastructure, requiring manual log-in creation for each Helpdesk employee | Developed a secure internal website that automatically authorizes the correct level of access based on Windows log-in credentials | The system is used securely by 80-100 Helpdesk support employees daily and hundreds more at admin and higher levels |
| The solution had to be updated manually; costing time for employees to do so, or money to remotely push the upgrades | Solution accessible to those with authenticated log-ins, automatically updates any upgrades every time the page is refreshed | Helpdesk employees aren't tied up installing upgrades or waiting for upgrades, and Consultants have the helpdesk support necessary to conduct business |
Our solution achieved the task securely and efficiently, and organized Helpdesk support, developed accountability, and created hundreds of additional billable hours and millions of dollars of revenue in the three years since implementation.