No trouble ticket does not mean no problem. When frontline mobile tech fails, workers don’t always stop to open trouble tickets.
They retry.
They reboot.
They borrow another device.
They wait for the network to reconnect.
They watch their productivity leak away in wasted minutes.
Work stops, but quietly.
From IT’s point of view, all seems ok.
Systems look healthy.
Ticket volumes look manageable.
KPIs around incident management / close rates/resolutions are within norms.
If you’re in IT and your visibility into problems depends on trouble tickets, you’re likely missing most of what’s actually happening in the field, where reliable use of mobility is critical to produce and deliver goods and services to customers.
That’s why Mobile Digital Employee Experience (Mobile DEX) is gaining momentum.
Mobile DEX tools allow IT leaders to move upstream to detect anomalies in real time as they occur and reduce reliance on trouble tickets that may or may not ever arrive.
With this move upstream to proactively find and fix problems without waiting for tickets, frontline workers’ problems begin to go away, productivity improves, and their experiences using Windows and Android mobile technology are vastly improved.
It’s time to improve visibility – not on tickets, but on the underlying problems Frontline Workers face every day with their mobile devices, apps, and network connections.
