Mobile internet is not plug and play
Settings provisioning over-the-air (OTA) is supposed to be very simple. As soon as a SIM card is inserted into a mobile phone, settings are pushed over-the-air to the end-user's device. The chart below illustrates however that upon receiving a single text message with for example internet settings, the end-user still needs to complete a number of menu actions before his device is correctly configured. Pressing menu keys on average 10 times is not uncommon. Many end-users are confused. As a result, even best-in-class operators do not achieve a first time right success rate of more than 60%. Read more about mobile operators experiences with device management. That leaves 40% of the other end-users with a non-working mobile internet connection and looking for support. This is only one out of the Top 10 challenges in device management.
Menu actions required after OTA message internet settings
