MformationThe mobile device management software company

Diagnostics Manager

Remote device diagnostics for customer care representatives

Users increasingly depend on their mobile devices and the services on them. When customers call for help, they expect quick diagnosis and rapid resolution to their problems. As mobile devices and services become more sophisticated and complex, an increasing number of reasons why a service might not be working leads to an increase in both the number and length of customer support calls. Customer care representatives need visibility into the current state of a device to pinpoint and resolve problems. This is a critical issue—when new services do not work or problems are not addressed quickly, frustrated customers either stop using the services or switch providers.

Diagnostics Manager provides remote diagnostics for customer care representatives. It brings back device and service information directly from the device in real time. With this information, customer care representatives can find and resolve customer problems quickly and accurately. It provides visibility into data service parameters, device state and service status information. Device parameters and service settings can be changed over the air to immediately resolve problems. Mformation has solutions to ensure support for the latest devices, from feature phones and smartphones to computing devices, including tablets, notebooks, netbooks, USBs, MiFi devices and connect cards.

Settings diagnostics

• A real-time view of the device make and model, including OS and firmware version
• A real-time view of current device service settings
• Current settings on the device, including key services such as email, Internet and MMS
• The ability to send the correct service settings to the device over the air to ensure that the device is configured correctly for the service

Device vital signs and details

• Current, detailed information about the device and its state (device type, memory, storage, battery level, device status, Bluetooth, camera and other peripherals, client version, etc.)
• Current service status information (coverage, roaming, access technology, Wi-Fi networks etc.)
• Information about processor and radio versions
• Device Location (GPS position, network, location etc.)
• History of service status and of commands issued to/from the device
• The ability to schedule diagnostics actions on groups of devices in real-time, at intervals or during off-peak hours