How did HomeServe improve management of its mobile estate?


The challenge

HomeServe has a large number of engineers in the field, each relying on their smartphones and tablets to complete day-to-day tasks. These include accepting and logging jobs, finding job locations, ordering parts and accessing work emails.

A number of challenges came about from managing a multiple device estate that included a range of operating systems and the necessity to run dual legacy Mobile Device Management versions from the same vendor.

This made it difficult to manage operating system updates and led to the management of mobile devices being inefficient in some cases. Business processes sometimes had to be altered in order to fit in with the technical constraints that were in place.

Another area that was challenging to adequately manage without an effective solution in place was mobile data use. HomeServe wanted a solution that would allow them to easily manage mobile data use across the estate, whether in the UK or roaming overseas.

“Without very strict manual controls in place there was always the risk that users could consume large amounts of data without hitting a cap. It was not possible to control this without a dedicated solution in place.”

– Martin Evans, Service Delivery Manager, HomeServe

“We did see some examples where we had to pay out excess data charges, despite having strong processes in place to avoid this from happening. Our mobile carrier was unable to apply data caps or provide a suitable level of itemized billing. As a result, if any issues occurred, they had already happened when we found out. By then it was too late.” said Martin Evans, Service Delivery Manager, HomeServe.

HomeServe has always put an emphasis on data security at all levels of the organisation and were in the process of becoming PCI DSS compliant. As part of continuous improvement in this area, the company wanted to ensure that robust cyber security was in place for any route into its infrastructure.

“As with any company or individual, there is always a risk of being subject to a cyber attack. Because of this threat we ensure that cybersecurity is always fresh in the minds of our People. It’s not just something that you read about in the news when it happens to another company. We all need to be vigilant and take steps to protect our organizations.” said Evans.

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