Elevating Global Device Support with Device as a Service (DaaS) 

The complexity of ensuring a consistent support experience across a global device fleet is a complex challenge that many organizations grapple with. The traditional approach to IT support often involves disparate processes, varying response times, and language barriers, resulting in a suboptimal support experience. Device as a Service (DaaS) emerges as a comprehensive solution to address these pain points, offering a streamlined and standardized approach to global device support.

Supporting a geo-dispersed device fleet highlights several challenges for most organisations.   

• Coordinating support across different time zones and regions can lead to delays in issue resolution, impacting productivity.
• Language barriers may hinder effective communication between support teams and end-users, leading to misunderstandings and frustration further impacting productivity. 
• Managing and understanding the diversity of devices, configurations and warranties within the fleet can complicate troubleshooting and support efforts.
• The requirement for consistent delivery in support quality and response times across global locations creates further challenges if the procurement of the devices is fragmented in different destinations.

Failing to both understand and address these core issues often results into further challenges for a business. Inconsistent support experiences result in lower employee satisfaction, decreased productivity, and potential disruptions in business operations, These all impact stakeholders retention as different partners to your business become frustrated and disengage. Language barriers and varying response times can lead to misunderstandings, prolonging issue resolution and potentially leading to escalated problems. These are just some of the problems that highlight how the lack of a standardized support process can/does hinder a business, as it generally results in higher support costs and increased strain on IT resources affecting EBITDA.

Device as a Service (DaaS) provides a comprehensive solution to streamline and standardize global device support negating , the risk of a diminished user experience internally with the lack of device support impacting your ability to deliver against external stakeholder’s expectations, as well as allowing your IT department to focus on your business outcomes and the skills required to deliver those results. By partnering with a reputable DaaS provider, organizations gain access to a unified skillset with a support framework that ensures consistent service delivery across all global locations, all time zones and in multiple languages.

Multilingual support teams are equipped to communicate effectively with users in their preferred language, eliminating language barriers, saving time and enhancing the overall support experience. Additionally, Viadex DaaS leverages remote management and monitoring tools to efficiently troubleshoot and resolve issues, regardless of the device’s location.

As standardization is a key feature, the ability to ensure that support processes and response times are consistent across the entire global device fleet is a given.  Global IP and expertise built over the last 20 years ensure that a uniform approach minimizes downtime and end-users receive timely and effective support.

Furthermore, the detailed reporting and analytics provide organizations with valuable insights into performance metrics. Identifying areas of concern within your global device fleet allows for continuous improvement and optimization of your business as well as enabling an enhanced support experience.

So back to the question – How does a company provide a consistent support experience for a global device fleet? Internally by building and investing in the skills, languages, and ability to service your global time zones?  The alternative is to find a partner that is already global, has the expertise to support your users, understands your location spread, and has access to a 365/24/7 multilingual skilled call centre By streamlining support processes, breaking down language barriers, and standardizing response times, DaaS empowers organizations to enhance productivity, reduce support costs, and improve overall user satisfaction. The end result being an elevation of your support capabilities whilst ensuring seamless operations across the globe.