Burwood Council
27 Sep 2024
Challenges: Operational workload straining resources of lean IT team
With around 200 mobile services and a lean IT team, Burwood Council was facing a number of challenges and pain points with their mobile fleet management.
The most pressing issues were:
- fragmented user management
- inconsistent mobile usage policies
- escalating costs
With limited access to a unified mobility management system, the Burwood Council IT team had partial visibility of devices and services and how they were being used.
It was difficult for the team to monitor device usage, track data consumption, and manage user accounts effectively. This resulted in unexpected expenses and delays in service management. It also led to gaps in compliance.
The effort required to manage and maintain the mobile fleet was time-consuming and strained the resources of the lean IT team.
"Limited visibility into our mobile fleet operations and access to prompt support were major pain points that hindered our efficiency and responsiveness."
Shisir Manandhar, Manager Information Technology
Solution: A single point of contact for mobility management
MobileCorp solved the issues facing Burwood Council by providing our Business Mobility Managed Service which realises cost optimisation and service delivery outcomes throughout the entire telecom life cycle.
- a single point of contact for all mobility support and service
- management of all day-to-day operational tasks by a dedicated service delivery team
- customised front end portal for all support and services with unique ticket ID and SLAs
- support of the entire mobile device lifecycle from procurement to end-of-life
- Telstra carriage provisioning and support
- telecom expense management reporting and cost optimisation recommendations
- strategic advice and consultancy from a dedicated customer success manager and account manager
Learn more about MobileCorp Managed Service Bundles
"MobileCorp addressed our challenges head-on. Their unified approach improved our operational efficiency and ensured adherence to financial budgeting.
Furthermore, their regular analytics and reporting tools offered us the much-needed visibility into our mobile service operations."Shisir Manandhar, Manager Information Technology
Outcome: Operational efficiency and cost control
Burwood Council has achieved outcomes that protect employee productivity, reduce inhouse IT workload, and optimise telecommunication costs.
These include:
- Streamlined Operational Management: The MobileCorp portal provides unified management of all mobility procurement, operations and commercials. This unified approach has improved operational efficiency, ensured adherence to financial budgeting, and provides the Burwood IT team with complete visibility of its mobile fleet operations.
- Ensuring Governance and Compliance: MobileCorp provides a single source of truth for mobile fleet management. The aligned MobileCorp account team provides Burwood with compliance and governance oversight by regular meetings, optimisation recommendations, and monthly reporting.
- Protecting Productivity through End User Support: The MobileCorp portal with fulfilment by an aligned MobileCorp service delivery team ensures Burwood Council end users are provided with fast and accurate support. Direct access into Telstra's network systems, allows the MobileCorp team to swiftly action requests to meet agreed SLAs, while the ticketing system provides transparency at every stage of the response process. MobileCorp also manages device repairs and replacements, and provides Burwood Council with priority shipping of new and replacement devices.
- Accurate Telstra account records: MobileCorp monitors and updates Telstra records in line with operational activity to ensure an accurate inventory of all Burwood Council's mobile devices and services is maintained. Telstra billing is monitored and inconsistencies are identified utilising billing analytic, anomaly and trend reporting.
- Cost Control and Optimisation: MobileCorp's billing intelligence analytics provides recommendations to the Burwood team to control costs and highlights opportunities for cost savings.
- Reduced workload for Burwood Council IT team: The Burwood IT team retains oversight but has been able to relinquish all the day-to-day operational tasks associated with managing a corporate mobile fleet. This buys them back hours that can be invested in their core IT responsibilities.
"MobileCorp not only resolved our immediate pain points but also laid a solid foundation for scalable and secure mobility management solutions.
Their comprehensive solutions have transformed the way we manage our mobile services, positioning us for sustained success and growth in an increasingly mobile-centric world."Shisir Manandhar, Manager Information Technology
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