With 39,000 technicians who rely on mobile connectivity to do their job, AT&T needs to ensure that tech issues don’t hamper productivity or prevent customer needs from being met.
The problem was that the company’s traditional VPN solution wasn’t able to keep field workers connected, leading to lost connections, lost time and lost money. Because of the massive scale, AT&T also needed a better way to manage device patching and troubleshoot issues experienced by users in the field.
Field technicians were frequently losing connection throughout the work day.
The root cause of connection problems wasn’t always apparent, which triggered lengthy help desk calls that would impact productivity and drive up costs.
Because AT&T uses token generators for authentication, technicians had to log in repeatedly, find their token and re-enter the PIN whenever disconnects occurred. They then would need to re-launch their applications, log back into them and try to pick up where they left off.
Lack of reliable VPN connectivity impacted the systems management process, meaning devices were not always current on required security patches, new drivers and application updates.
AT&T deployed NetMotion to help their technicians maintain connectivity as they go about their day. Users log in once a day through a secure connection, and can move in and out of wireless coverages and roam between networks without losing connectivity.
Consistent connectivity also helps ensure that security patches, new drivers and application updates are received without delay, streamlining systems management. Comprehensive diagnostics and push-button troubleshooting help to resolve issues faster and keep workers working.
The overall impact? A 1.8 times increase in jobs performed per day, a 54% decrease in overtime and a 43% reduction in expenses.