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Most wireless telecom ROI calculations that we see do not consider the cost of the IT group supporting personal wireless telecom services. If you have employees use their personal wireless service and expense a portion of the service cost to the company as wireless telecom strategy for the business (i.e. individual liable), the IT group is commonly asked to support and trouble shoot the different wireless telecom devices. Platforms such as Blackberry, iPhone, Palm, Motorola, the new Droid, LG, etc are all different in terms of their interfaces and maintenance needs. Establishing and keeping expertise across the entire universe of phones is next to impossible.

The official duties of the IT group do not usually include troubleshooting personal mobile devices. However, it is common for users to gravitate to IT for assistance with getting email or accessing the internet, and even accessing corporate applications from their personal wireless device. If you are considering adopting a wireless telecom strategy, an important component of your ROI calculation is be the cost of supporting the many different mobile devices that are in your environment today.

The expense of support may be difficult to calculate. Take some time and try to come up with some supportable assumptions. The costs of supporting personal devices may very well be higher than the projected cost of supporting a corporate plan. Considerable efficiencies can be gained when an organization settles on a corporate wireless telecom strategy; issues of who is authorized to participate in the wireless program, purchasing from a pre-screed and approved list of carrier and devices and entering into a business-wide agreement with 1 or 2 wireless carriers will create cost savings for the long-term.

It is common for the IT department to get help desk calls from an employee who is having trouble with accessing email on their personal device. The call is usually urgent since the employee has invested time trying to fix the problem. The person experiencing the issue may have called the wireless carrier’s customer service. The wireless carrier will refer the user to their IT department for support on email or application issues. Wireless users are, therefore, frequently directed back to the organization with the least control over the service. Once again, IT needs to work miracles.

A much simpler, and ultimately less expensive, solution is to implement a “corporate liable” wireless telecom strategy. To help you manage the wireless telecom strategy, there is a resource where you can get free management software via the internet that can provide the tools you need to manage your program (www.my-tem.com). When the wireless users are on the same platforms, you can begin to control the experience any other IT program.

Expect some set-up and support costs when the new phones are first issued to employees. Consider sourcing the phones from a value-added vendor. The wireless devices can be turned-up, pre-installed and configured with a variety of applications and shipped directly to the employee. A support desk resource can also be purchased to help with the launch and answer early questions. Once you have a wireless telecom program in place, the cost to the organization should decline, providing a strong long-term ROI.

my-tem.com can give you the application you need to build your wireless telecom strategy – absolutely free.