Think of it as your Portable Service Desk

MagicMobile v3.0 was released this week, thanks to the hard work of Brett Winston and Sai Kodali. It’s a software add-on developed by RightStar that provides access to BMC Service Desk Express via most wireless devices. Version 3.0 boasts a slick, new, easy-to-use interface for all late model smartphones as well as legacy support for just about anything running the older Windows Mobile or BlackBerry browser. Best of all, it’s completely customizable.

MagicMobile v3.0 was released on February 15, 2011The timing couldn’t be more perfect. As the February 1, 2011 issue of CIO Magazine pointed out, IT budgets are going up in 2011 and mobile solutions are getting funded. While some may still think of a mobile solution as a “nice to have” product, user experience is proving that it’s a cost-cutting, time-saving “must-have”.

To elaborate, let me show you three ways that MagicMobile adds value to IT organizations:

Employee Productivity Improvements. According to the CIO article, 87% of the CIOs surveyed consider mobile devices and applications useful for improving employee productivity. Rick Peltz, the CIO of brokerage firm Marcus and Millichap, added, “Any type of mobile device is a big benefit to our 1,200 brokers. It leverages their ability to foster relationships away from the office.” Likewise, MagicMobile allows field technicians to check stock levels, search for knowledge, receive new assignments, and close existing tickets without having to call in or return to the service desk.

Managers have the benefit of real-time data at their fingertips, allowing them, for example, to review open issues for a group or approve changes on the go. This reduces the time it takes to manage a workload and results in significant productivity gains.

Real Cost Savings. A January 2011 InfoWorld article reported that “a survey of 250 IT managers found that 9 out of 10 are planning this year to dramatically expand the number of mobile applications deployed at their companies…The main driver behind the mobile expansion is cost savings.”

After the new release, I received a call from a prospect currently utilizing SDE. His organization has remote technicians that drive from site to site. He said that MagicMobile will eliminate the need for the technicians to “borrow” their customers’ Web browser to close out their tickets. He also thought that they would need fewer SDE seats since more tickets would be closed using PDAs running MagicMobile.

Improved Customer Satisfaction. A logical outcome of improved productivity is an uptick in customer satisfaction as wait times and mean time to repair metrics go down. Given MagicMobile’s relatively low cost and high boost to productivity, it can be expected to deliver a rapid ROI.

If I’ve interested you in trying MagicMobile yourself, I invite you to download the 30-day trial version. Let me know what you think!   > MagicMobile v3.0 30-day Trial

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About dick1stark

I am the President, CEO, and founder of RightStar Systems, a leading IT consultancy and BMC Software Solution Provider and Atlassian Expert Partner. My passion is customer success—whether it’s reducing the cost of service management, improving overall efficiency, or increasing end-user or employee satisfaction. Since founding RightStar in 2003, RightStar has made the INC 5000 list four times. In 2011, RightStar was awarded the prestigious National Capital Business Ethics Award (NCBEA) by the Society of Financial Service Professionals based upon RightStar’s foundation of honesty, ethics, and integrity. And in 2014, RightStar was selected by Forrester Research as one of 13 North American companies profiled in its ITSM Consultancy Wave Report. Finally, in 2016, BMC selected RightStar as its 2015 Supplier of the Year for its consulting partnership and excellence in service delivery. Dick is a graduate of Stanford University and a Project Management Professional (PMP).
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