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Customer Journey

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Customer Journey

Talecom has a 13-year proven track record in project implementation, deployment and in-life support, all managed via its professional in-house support team.

At Talecom we use the Agile Methodology for delivering your mobile solution.

Focused Agile Workshops are planned with your project team to draw out the requirements in infinite detail to form the requirements document specification.

Once requirements are complete and approved the project moves through to the Agile development and configuration stage. Using Agile enables a degree of flexibility in the early stages of delivery enabling you to shape the solution ensuring at the final stages it is fit-for-purpose reaching acceptance with little or no delay.

Following completion of the development lifecycle, your project is ready for your Field Workers.

Talecom’s approach to training is at a ‘Train the Trainer’ level. We provide full on-site training to key users identified by you. We will then support your onsite trainers through the ‘Go Live’ process. Your users are exposed to the system, process and functionality and can be mobilised immediately following their training session.

A custom user guide is provided detailing the application functionality which is passed to the trainers in order that they can wrap around any business process and distribute to your field workers for use as a reference guide.

Full on- and off-site support is to be expected from the Talecom team during the rollout of your Mobile Solution.

In Life

Following the successful implementation of your Mobile Solution, keeping your field workers mobile is the key to complete success and at Talecom we provide all the support you will need.

Our standard support package, included with the Capture licence, provides industry-leading business hours support. Working directly with your onsite mobile team leaders we will ensure that any day-to-day operational issues are swiftly resolved. These issues typically range from coverage/connectivity to application usage questions and hardware assistance.

We also provide a central point for your hardware and if needed will manage device returns for accidental damage and other service requests.

Enhanced device warranties are available from all the device vendors and we can adjust our package to dovetail with your required hardware package giving gold stock management and replacement device services before 9AM the following day.

MDM

Mobile Device Management plays an integral role in the support function, enabling the Talecom support team to remotely configure, control, update and monitor devices which significantly reduces the need to recall devices for troubleshooting.

With the ability to easily troubleshoot user problems, issues are managed more quickly and efficiently through to resolution, to keep your staff operational.

We make sure that the right MDM platform is chosen for the right OS and involve our customers at the outset of the project, providing details of all the options available from each MDM platform.

Talecom work with multiple MDM suppliers and have implemented solutions using the following MDM platforms;