NV, InnoPath Software, a leader in Mobile Device Management (MDM), will demonstrate advanced customer care functionality based on its industry leading iMDM platform. For the first time, MDM functionality is extended to the subscriber and to the operator’s Tier 1 customer support personnel through a scalable and customizable portal architecture.

InnoPath’s new customer care portal eliminates the customer service barrier by introducing a personalized, easy-to-use web-based MDM interface for subscribers and front-line customer care personnel. Subscribers can now self-manage their feature phones and smart phones, including remote diagnosis and repair of device configuration problems, or lock and wipe the device if it is lost or stolen. By placing these capabilities in the customer’s hands, the self-care portal reduces service calls, increases customer satisfaction, and simplifies the introduction of new services.

Mobile operators further benefit as front-line customer care personnel using the same portal technology can diagnose and fix problems with one click, offer new services, and turn on premium handset features. The easy-to-use portal also eliminates the need for advanced training, thus reducing up-front MDM deployment complexity and associated costs.

The portal helps address acute operator financial pains, including costs for unnecessary handset returns, firmware updates, and lengthy support calls. InnoPath calculates that these costs add up to over $5.5 billion dollars annually, the majority of which are addressable via MDM. These new customer care capabilities build upon existing firmware update (FOTA) and configuration management deployments at leading operators including AT&T and Verizon Wireless.

"Suppliers that understand the needs of operators to improve upon customer service, and can transition Mobile Device Management from a service that's limited to a few, highly-skilled CSR individuals, to one that extends broadly across multiple tiers of the organization and out to the subscriber, recognize the requirements of customer service in today's more complex mobile environment," said Stephen Drake, Program Director, Mobile Enterprise at IDC. "Such a transition will go a long way to furthering device management acceptance and use within the operator’s customer care organization."

InnoPath will be demonstrating its complete suite of standards-based server and client solutions for both consumer and enterprise deployment at CTIA Wireless 2008 from April 1-3, Hall C4, Booth 3650.