• Liran Weiss

Adapting mobile device care to the digital age

How the latest diagnostics and service trends are helping telecom providers keep up with the digital transformation


Some of us might be old enough to be able to hearken back to the rotary phone days. Others can still remember the cordless phones that seemed so unique in their time when they first came out. If one ever were to break down, we'd simply bring it into a repair shop or call the repairman, if possible. Those days are long gone. Not just have telecommunications devices rapidly changed since Motorola's John Mitchell and Martin Cooper showcased the first cell phone in 1973, but so have consumer attitudes. Now, people demand convenience, instant gratification, and top-notch customer care. How can telecommunications companies keep up in an age that feels like every six months a new gadget is released?



Smartphones are our lives


What part of our lives doesn't include a smartphone? From making doctor's appointments to virtual meetings to shopping to banking, smartphones have become essential to our lives. It's difficult to imagine that 30 years ago people went to the bank to transfer money or to the mall to do all of their shopping. Of course, brick-and-mortar shops and banks aren't all closing anytime soon, but their gradual demise is well underway.


In the same way that the location of these daily errands went from scattered points all over the city to scattered buttons on a phone screen, so did our desire for diagnostics. For some mobile phone issues, instead of traveling to the service provider for help, on-phone programs can sometimes do the trick. Moreover, as we started using our phones more frequently and for more complex tasks, our demand for repair and diagnostics rose.


Mo' phone time, mo' problems


The average person spends about three hours a day on his or her smartphone using the apps for a variety of reasons, as mentioned above. But with more phone use and greater technical demands from our devices, we also need more attention to care. Nokia phones in the early days, albeit seemingly stronger than titanium, were limited in capacity for what they could operate. Diagnostics were fairly straightforward.



And because consumers demand convenience and speedy answers to their problems, companies need to shift even more toward digital, remote solutions than they already have. One way of managing that is via on-device diagnostics, powered by technological advancements and the expansion of telecom servers to handle the load of customer device care. In combination with the customer service center, consumers can get the diagnostics and device care they need from anywhere.



Adapting diagnostics for the digital transformation


Some telecom providers offer on-device mobile diagnostics to allow users to solve some of the problems themselves. The on-device diagnostics programs, however, serve a greater purpose. Not only does it help give consumers troubleshooting advice on managing their devices when faced with a problem, but it also connects all of the device data to the central customer care service, ultimately synchronizing the entire mobile care process at each turn. This unity that binds all of the customer care and device diagnostics points lays the foundations for the improvement of customer device support by preventing the need to support representatives to reevaluate the device issues from the beginning. Instead, the support teams are provided with the data and diagnostics information from the device instantaneously, enabling them to give quick and convenient support to customers.



While telecommunications companies deploy different solutions to handle the various parts of the mobile device lifecycle, including diagnostics, they often fail to keep all of these parts unified. After all, unifying efforts tends to make life easier, which is precisely what mce offers to telecom providers.