Surprise! It’s Not Always Your Network
What may shock most of us in the mobile or wireless industry is that the most common cause of repeating, intermittent latency and disconnection issues is not the wireless network. Out of 125 mobile-user complaints of disconnects and latency analyzed*, about a third (36%) were attributed to wireless network issues alone. The majority were found to be caused by mobile device hardware and software issues (27%) or originating from the host application environment (37%).
Figure 1: Surprise! Only roughly a third of mobile user complaints of drops and latency are actually the wireless network.
Mobile application delays or a poorly behaving browser or telnet client manifest the same symptoms as a network problem but are extremely difficult to observe, test, and resolve. These are the non-network problems impacting mobile-user productivity that persist, continuing to nag mobile users and IT support in nearly 2 out of every 3 cases of repeating mobile-user complaints.
Proactive Monitoring Saves Time, Money, and Frustrations
To capture and solve all latency and disconnection issues quickly with the least amount of frustration and resources requires always-on, transaction-aware monitoring tied to mobile user feedback. Without accurate feedback from users that is tied to actionable data to validate and diagnose root causes IT support teams believe there are few problems impacting productivity or rip and replace the wireless infrastructure to address existing issues.
Utilizing technology and services from TPI partner, CONNECT INC, to capture mobile-user complaints when they happen along with automated root cause of those issues, companies are able to:
- Eliminate wasted time and increase the productivity of front-line mobile associates.
- Reduce IT support costs by reducing mean time to detect and resolve “connectivity issues.”
- Allocate budget based on data-backed analysis that has measurable impacts on the business.
* Analysis performed by Connect Inc on data sourced from multiple mobile-user sites in manufacturing and distribution environments across industry sectors including food and beverage, medical, textiles, industrial supplies and equipment, auto and aerospace.