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Mobility Support Services

  • Mobility User Support

    Mobility User Support

    Employees are required to assimilate new mobility technology, while executing their busy business schedules. Mobility User Support relieves your ICT from the users support strain. Read more...

  • MDM Technical Support

    MDM Technical Support

    Reduce headaches and expenses that come with supporting a complex mobility environment often based on multiple technologies and server platforms. Read more...

Mobility User SupportMobility User Support relieves your ICT support team 

A recent European survey highlighted that 20% of IT professionals spend up to half of their time to react to employee support and information requests related to mobile devices. 

Employees are now required to assimilate new mobility technology while executing their busy business schedules. The lack of knowledge on how to use the never ending stream of new mobility productivity applications puts a strain on ICT from users calling for advice when not knowing who else to call. 

Convergence Mobility User Support Services are focused on customers having Convergence or Rivermine on-premise or hosted deployments as well as on customers subscribed to TEMCare Managed Services. 

Convergence provides a fully trained helpdesk powered by the Rivermine Mobile Management software and Convergence’s Mobile Device Management. 

Convergence Mobile Device Management User Support: services provided include:

Level 1 – Base Mobility User Support provides in Mobile Device Management and Help Desk support.
Level 2 – Advanced level providing access to expert user support for Mobile Device Management and handling of escalations. The service is available in an integrated package with level 1, 2 and 3 or standalone in support of your in-company helpdesk.
Level 3 – Premium Support provides in access to expert technical support for technical issues. The service is available in an integrated package with level 1, 2 and 3 or standalone in support of your in-company helpdesk and IT staff. 

MDM User Support Features 

  • Central administration of all device information in Rivermine Mobile Management software integrated with Convergence’s Mobile Device Management
  • Multilingual support staff
  • Remote access to Mobile Devices
  • SLA based service with monthly reporting and performance analysis
  • Custom services to incorporate your IT infrastructure and requirements
  • Application support and remote configuration
  • MDM client support for security issues
  • Next day device replacement service
  • Support requests are managed through a ticketing application and tracked until resolution
  • The service is available for both organizations with on-premise TEM / MDM deployed solution and as a managed service. 

The Mobility User Support organization delivers

  • Coverage Monday through Friday, 8 AM to 8 PM (GMT+1), excluding holidays
  • Ticketing, usage support, and status functions provided both electronically and via phone
  • Issue isolation and follow-through, including escalation among three tiers of support
  • Online support through live chat support function 
  • Free web call service to registered users across Europe
  • Current Customers, contact support at support@ convergence-strategies.com or call +32 (0)2 5349144 or use the free call option anywhere in Europe for registered phone numbers.  

For General Questions, email info@ convergence-strategies.com or call +32 (0)2 5349144 

Registered users may use our free call service from anywhere in Europe. Through this service a communication is set up automatically, initiated by Convergence between our customer support center and the registered user. The free call service is strictly personal and available only to individuals entitled to support according to your support agreement. The service is accessible from within the TEMPOR and TEMPOR Enterprise Portal and from the Mobile Self Service as illustrated underneath. 

Set up a free support call free_call

Support Services keep your TEM processes going

Telecom Expense Management increasingly becomes mission critical for organisations as TEM software now not only supports the invoice validation and expense optimisation processes, but also operational functions such as telecom ordering and provisioning, dispute management, reporting and Mobile Device Management.
Convergence support services assure support availability throughout the technical and business implementation and operations phases, fit to the technical and business user community of our customers. Our support staff provides knowledgeable, timely support for every telecom expense management support request.
Our multilingual support staff provides support solutions via the telephone or online and support is available in English, French, German, Spanish, and Dutch with other languages on demand for select customers.
We assign support contacts in a role to role based model, where technical engineers support the customer’s engineers responsible for on premise deployments and telecom expense management specialists support the business users of both on-demand and on premise software, including the reporting requirements of customer business analysts.
Help Desk Support committed to the rapid resolution of issues is provided through single points of contact for technical users and business users and for individual customer employees for organisations using our Mobile Device Management solutions.
For on premise deployments we provide Remote Administration Support for rapid execution of operational tasks on your telecom expense management applications, including the administrative management of user roles and permission levels, the management of users and operators, and the remote administration of application settings, including security.
The Analyst Support Desk offers remote assistance, guidance and information to support your organization’s management and end-user reporting requirements.

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  • TEMPOR Enterprise
    Accessible through the TEMPOR and TEMPOR Enterprise TEM Portals, Convergence's BillIntelligence and TEMExpert software, integrated with Rivermine's leading TEM software result in true Global TEM capabilities.

    Leverag World Class Technology 
    World Class Technologies

  • Convergence Customers

    check_cc0000_25px BIG 4 Consultancy
    check_cc0000_25px EMEA Chemical Company
    check_cc0000_25px Global BI Software Provider
    check_cc0000_25px Large European Bank
    check_cc0000_25px National Retailer
    check_cc0000_25px Port Services Company
    check_cc0000_25px Regional Publisher
    check_cc0000_25px and over 150 more

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    Customer Success

  • Consult TEM Analysts

    next_cc0000_25px Aberdeen
    next_cc0000_25px AOTMP
    next_cc0000_25px EVUA
    next_cc0000_25px Forrester
    next_cc0000_25px Gartner
    next_cc0000_25px IDC
    next_cc0000_25px Insight Research


     
    Go to the Analyst Research Information
    Analyst Research

     

     
  • Download from the Convergence white paper library to improve your knowledge on best practices in Telecom Expense Management.

    Read the "What is TEM?" Rivermine primer.


    White Papers 
    White Paper Downloads

Attend a Webinar

Attend a Telecom Expense Management focused Webinar or find us at Events across Europe.
Upcoming and the latest webinars and up-to date event information keep you up to date.
Go to the Event section.