Reduce Telco Headaches With Cloud-Based Android TV Device Management

Reduce Telco Headaches With Cloud-Based Android TV Device Management

Reduce Telco Headaches With Cloud-Based Android TV Device Management

The more devices telco operators provide, the more challenging it becomes to maintain a high standard of service in addition to providing higher levels of privacy protection as demanded by customers

Keeping track of devices, troubleshooting problems, and ensuring regulatory compliance can be a daunting task.

Sure, handling a few Android TV devices is manageable. But what happens when your team needs to perform maintenance on hundreds of thousands of Android TV devices? And to complicate matters even more, what if most of these devices are located in client homes?

Are households comfortable letting strangers in? And even if they are, is it even possible to adhere to social distancing protocols when inside the client’s home? With tens of thousands or even millions of subscribers, it’s impractical to have field personnel visit each and every customer to check, update or reset devices. When it becomes too risky or mission impossible to visit a customers’ office or home in person, turn to remote Android Mobile Device Management (MDM) solutions.

Through this type of platform, technicians can push remote updates, send notifications to customers, troubleshoot device issues, and offer helpful product add-ons, such as custom or recommended apps, from the convenience of their desks. Like any digital technology, Android TV devices are designed to provide a smooth experience for all users. For customers, this means that as technology improves, their devices should have the ability to reflect that. For telcos, it means relying on one Android TV device management software solution that can remotely do all these jobs effectively.

How Android TV Device Management Software Helps Telcos

Laptops, tablets, and smartphones are hot commodities on the black market. A recent study has revealed that as a result of lost productivity, loss of intellectual property, data breaches, and legal fees, the true cost of the lost device by far exceeds the cost of replacing it. For example, with the loss of a single laptop, including downtime, support, and management time, the average loss exceeds $49,000.

This creates problems for telcos that lose devices, and for customers who have stored personal data and potentially sensitive information on them. Administrators can use the MDM platform to manage any device in the fleet, remotely, at any time. If devices are lost or stolen, they can be remotely locked and wiped with MDM software. This helps safeguard sensitive customer data and prevent devices from being accessed by unauthorized users.

Additionally, Mobile Device Management can also help clean devices when they are returned before being leased to another customer. Instead of relying on an assortment of software bundles for a range of functions, a unified Android TV device management software can get the job done more effectively.

In particular: IT Administrators can remotely access, monitor, manage, maintain, and secure devices. Support teams can communicate with users remotely and jointly assess and resolve issues. Managers can collect device usage information to generate critical analytics data. Project Managers can use the information from generated reports to make fact-based decisions.

Reducing Hacks and Subscription Abuse

Apart from the usual software cycle with the need for periodic updates, some shady elements may try to exploit vulnerabilities to connect illegally. They may be in for pirating connections or to harvest user data. A huge pain point for telcos is subscription abuse when leasing set-top boxes—e.g. a telco sold a subscription and leased three set-top boxes to one household, but only two are in use within that household, and one is used by the neighbors. This is considered abuse as the neighbors should have their own subscription package. A single telco administrator with access to all devices in the fleet will quickly be able to pick up any attempts by unauthorized users to connect and activate protective measures.

Providing Excellent Customer Service

Today’s customers are demanding. When they have a problem, they expect a speedy resolution, with a recent study showing that 67% of customer churn can be avoided if there’s a resolution on the first interaction. MDM provides a smart way to help deal with customer issues fast because service techs can connect remotely to any device to troubleshoot problems quickly. With an on-demand remote system, tech support teams can easily identify and diagnose user problems. This reduces the time needed to complete a servicing request. Customers are happier as they receive instant support, eliminating long wait times which often come with scheduled calls.

MDM software that allows for Kiosk Mode means customer support techs can lock down devices into limited function mode. The software can be isolated so it’s the only feature running on a device to help identify the root cause of a problem. This enables an even faster diagnosis that can lead to a much quicker resolution. It can also minimize customer frustration when tech teams provide support directly on the device rather than being asked to delete or reinstall apps for troubleshooting.

Improve Account Management and Reduce Churn

Monitoring device usage through MDM is an effective way for telcos to spot potential customer defections and reduce customer churn. When subscribers suddenly stop engaging with a device, or show significantly less usage, for instance, it may be a sign that they’re likely to drop the service when the contract ends. MDM reporting can flow into the predictive churn modeling process, helping telcos identify customers that may be looking to churn so they can take proactive steps to retain the account.

Perform Batch Updates Remotely

Like any other software, Android TV devices are subject to improvements in performance through software tweaks or bug fixes. Devices also sometimes need patches to address some flaws or rollbacks when updates go wrong. System administrators can connect to all or selected devices via the cloud to perform these operations seamlessly. Remote updates mean minimal or no user intervention. Instead, updates, fixes, or rollbacks can be scheduled by the administrator to proceed during times when the Android TV device is idle. So the next time customers log on to their devices, the fixes are already applied or the software updated.

Track, Lock and Wipe Stolen Devices

Telcos also often encounter subscribers who breach the terms of the agreement they signed. This includes keeping Android TV devices even as the contract expires instead of returning them. Some users also bring their devices with them when they relocate, also a term violation. Having an Android TV device management software that can remotely tag or locate devices helps retain control over the units. In worst-case scenarios, administrators can lock, shut down, or even wipe data from devices remotely.

The Key to Managing Android TV for Telcos

In this fast-paced world where technology is rapidly advancing and customers’ needs are changing just as fast, your business needs to keep up and stay competitive. Adapting to demand is the best way to do this and adopting a solution that is modular and flexible, will enable you to manage devices in a way that meets your customers’ needs as they evolve. Google recently reported that its Android TV user base has grown 80% in the last year alone, with more than 7,000 apps now available in the Google Play Store. That’s a lot of apps on a lot of devices and telcos need a smart way to manage these. Robust Android Mobile Device Management (MDM) solutions are fast becoming an easy-to-use option to securely manage Android fleets wherever devices and customers are and whatever the use-case may be.

A cloud-based MDM platform allows you to use one interface to remotely manage a multitude of devices and provides the ability to assign different permission levels to different stakeholders. For example, administrators and IT teams can diagnose and maintain the devices, while marketing and sales can access data and perform analytics to get insights into what works and what doesn’t from a customer’s perspective. In addition, alerts and notices can be broadcast to any device (or every device) in the fleet for important customer information. It also allows for devices to be grouped and tagged based on predefined criteria. Pandemic-driven restrictions have proven the urgent need for having a secure, remote connection to manage devices via Android MDM software. For big companies with large fleets of Android TVs to manage, Mobile Device Management platforms present a winning solution.

About the Author

Nadav Avni is Chief Marketing Officer at Radix Technologies. Radix Technologies is a software development company that was established in 2015 to focus mainly on software development outsourcing for the MENA region and international markets. Radix Technologies is committed to satisfy its customers by combine the best available IT professionals, platforms, technologies and solutions together to get the job done as originally envisioned, with high quality, cost effective and to the best interest of the client.


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