Best in class operators do not achieve a success rate above 60%.

While the mobile phones business has become the largest consumer electronics industry, it’s still not easy to get digital services working on the device. Mobile internet, mms, email, video streaming, Java applications, mobile TV or any other data service or application require the correct settings to work on a mobile network. That’s a challenge for mobile operators and for end-users. Here we list the main challenges a operator is facing. If you are interested to learn more in detail about the experience of some of our customers, click here to read more.

Top 10 challenges for operators

1. Over-the-air settings require user acceptance
   Even the best OTA (over-the-air) provisioning system cannot deliver internet settings to the handset without end-user involvement. Sending the correct OTA settings does not guarantee successful activation. Upon arrival of the settings the end-user needs to accept them and, depending on the handset must save, install and select/activate a settings profile. Read more.
2. Some devices do not support OTA, require manual configuration
   Handsets running Windows Mobile software do not support over-the-air activation out of the box. It’s a security measure, but it means all devices of HTC and some Motorola, Samsung and Sony Ericsson handsets running Windows Mobile require manual configuration as well. Newer devices such as the Apple iPhone and HTC G1 are preconfigured and do not support OTA activation. After expiration of the subscription with their exclusive operator and “breaking” the SIM lock, the new mobile operator will have to support manual configuration of the devices. Read more.
3. New handsets coming to the market through different channels
   Some devices are pre-configured by the operator or retail channel. But about 80% of the new handsets arriving on the market come through webshops, retail outlets or even grey import for different networks. With different settings.
4. Remote access to a device requires mobile internet
   Changing the settings through remote access to a device requires a working mobile internet connection. This still would have to be accomplished with OTA or manual configuration. After that, a settings update may be possible if the device supports the Open Mobile Alliance standard and the mobile operator has the necessary systems in place. Of new devices coming on the market today, approximately 25% is estimated to support the OMA standard. For enterprise users, Blackberry, Symbian or Windows Mobile solutions may be available, remotely controlled by the IT department. For the mass consumer market however, the options are still quite limited.
5. End-users are confused when settings arrive
   Research shows that end-users are confused when they receive settings over the air. They are in the middle of a phone call, a meeting or don’t expect settings in the first place. While typically a text message is sent to announce settings, still the end-user tends ignore them or cannot find the settings after arrival as they may be stored in a special folder instead of the messages inbox.
6. Each handset has a different user interface
   A user maybe comfortable with his/her Nokia Series 40 device and user interface. Switching to another Series 40 device implies going through the learning curve again. Let alone switching to a different OS or manufacturer brand.
7. Call centre support is too costly
   If OTA based device management does not work, call centre support is not an option. Many call centres still get their 2nd level support people involved when it comes to settings and easily spend 15 to 20 minutes on the phone to get things working. Not an affordable alternative given the costs. Learn more about the alternatives, improved automatic device configuration and manual configuration.
8. Second hand devices are preconfigured incorrectly
   If a used handset is “arriving” on your network, the challenge will be to erase or overwrite the existing settings. Not something the end-user can figure out on his own or look up in the phone manual.
9. Network operator settings get preference over MVNO settings
   Some handset OEM vendors load the network settings of operators on the handset in the manufacturing process. A good solution for operators, but not for MVNOs as the handset will recognise the network and select those settings rather than the MVNO’s settings.
10. New IMEI ranges and handsets without an IMEI number
    The continuous stream of new devices coming to the market quite often takes operators by surprise. Devices not yet tested on the network, new IMEI ranges popping up, database updates not covering the latest handsets. Or, a device that has been flashed legally or illegally which as erased the IMEI number and hence the device cannot be detected by the network anymore.
    More lessons learned available here.