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How do you proactively prevent and predict downtime on business-critical mobile devices?

Shifting the management of mobilty from reacting to failure, to proactively predicting outages
Written by Gary Lee - B2M Solutions

How do you proactively prevent and even predict downtime on business-critical mobile devices and applications?

Enterprises today have evolved quickly over the last 10+ years to depend on availability of mobile devices and applications. In the past, use of mobile devices was primarily for scanning barcodes in the warehouse and supply chain.  The devices used were highly static, with little software upgrades (if ever) and a high-degree of stability and reliability.  

As use of mobile devices evolved across the enterprise, the number and variety of mobile devices proliferated.  And as companies recognised the importance of these mobile devices across all facets of the business, the creation of custom applications and the dependence on mobile devices to run the company expanded to the point that mobility is business-critical today.

Today, enterprises are dependent on mobile devices and apps to run their businesses. 

Where 10+ years ago, mobile devices were fairly niche, today mobile devices and apps are pervasive.   Furthermore, the workflows supported by mobile devices have evolved to the point where, if a device or app fails, there is no paper backup system in place to fulfill the order, complete the point-of-sale transaction, process the paperwork necessary to support a customer, etc.

Simply put, enterprises depend on mobility today.

And mobility is failing the enterprise daily.

TOUGHBOOK G1 with Smart Service dashboard on screen

Our most recent industry survey shows that over half of all workers in the enterprise who need their mobile device to be functionable to do their job, report that at least once per month, their mobile device fails causing them to be unable to work.   The costs of these failures is very high, resulting in lost revenue, lost customers, lost productivity and an increase in IT support costs.

Our survey also shows this is getting worse, with almost 40% of enterprise end-users reporting their problems with mobility are getting worse over the last 18 months.

The IT department is usually not aware of the severity of the issues these end users who depend on mobility are facing, because the existing tools available in the market largely based on MDM / EMM are technically incapable of capturing and reporting the occurrence of each problem and outages these end users are having with battery life, network connectivity, device reboots and the like.

The result is a gap between what end-users know to be true – they are having constant problems with their mobile device, usually not attributed to the device hardware – and what IT sees as the norm because they cannot see all issues and not all issues are reported by end-users.

Put simply, mobility is a business-critical asset.  Yet it is failing far more often than IT is aware due to the tools IT has been given to date to see these failures.   The root causes of these failures vary, but is usually not hardware dependent and instead based on application instability, network connectivity and a myriad of other factors that manifests itself in device reboots, disconnects, and other challenges end-users face daily.

Panasonic recognises this problem.  Preventable mobile downtime is costing enterprises dearly each year.  And to combat this, they are working closely with us to raise the level of real-time visibility across the product suite to give customers better visibility into the health and utilisation of all devices.

Using Panasonic’s Smart Essentials umbrella of offerings, powered by B2M, enterprise customers can now proactively spot issues, often before the end-user is aware, and take the steps to fix the problem and prevent downtime and outages for the end-user.

With the Smart Battery Warranty and Smart Battery Monitor offerings, the software can predict when a battery’s health is deteriorating and will warn customers to order replacement batteries well in advance of any outages.

Additionally, the Smart Device Monitor can proactively monitor device health and utilisation to spot problems end-users may be having with their device that existing MDM / EMM tools may never see.

Where before we waited for end-users to advise us of problems, so we could react and fix them, TOUGHBOOK Smart Service provides a cloud-based tool to proactively monitor in real-time the health and utilisation of all Panasonic devices in order to quickly isolate problems, determine root cause, and take the necessary steps to ensure each user does not experience downtime with their business-critical device.

In many ways, these offerings are not unique in the IT world.  We’ve always managed other mission-critical IT assets like routers and switches in real-time to proactively spot failures and ensure uptime for the enterprise. Mobility has grown so fast in its breadth, depth and criticality for the enterprise, that software management tools have not kept up.  Until now.

Panasonic’s Smart Essentials offerings, powered by B2M,  give that real-time view of mobility to proactively spot issues across the mobile estate, and provide the actionable insights needed to ensure end-users never go out of service with their device.

TOUGHBOOK products have always been tough and reliable.  Now they are also smart.  Giving you the proactive, preventive and predictive tools you need to ensure the uptime your enterprise demands.




Header image from Peshkova/

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