imei’s commitment to improving customer experience is constant and evident in our consistent rating of NPS +83 Bain Certified Net Promoter Score®. It’s also an ongoing journey. Recognising the growing trend for customers to want self-service options that prioritise efficiency and convenience, we’ve launched iControl.
Through iControl, we are providing our customers with self-service tools and resources to complete tasks and upgrade services on their own time. Designed for companies with mobile fleets, it allows managers to find answers, activate, or update plans, and resolve issues when it’s convenient for them without waiting for support.
Secured by multi-factor authentication, iControl allows customers to manage administrative tasks such as activating and deactivating international roaming services or making maintenance requests online. In the event of a lost mobile phone, they can use iControl to instantly suspend the service. There’s no waiting on hold to speak to a customer service representative and they can action a task whenever its convenient for them, without having to work around customer service hours.
Efficiency through iControl
iControl empowers you to manage and control your mobile device services, including:
- Activating and requesting modifications to services with ease, with most requests actioned within five minutes and also on the weekend during business hours
- Applying international roaming services to a plan and setting on/off dates in advance
- Accessing comprehensive device information where imei manages Mobile Device Management
- Viewing warranty information together with backup device status and repair process updates for hardware purchased through imei
- Reallocating services to other departments when transferring a device to another employee when using Expense Manager.
Transparency through iControl
iControl provides convenience for:
- Exploring and managing services, down to the detailed user, service, and plan information
- Easily locating information by SIM, phone, or name
- Requesting and implementing changes, with the option to schedule future adjustments, such as enabling international roaming for specific travel dates
- Accessing subscription and provisioning details, tracking case status, and collaborating with colleagues
- Managing user cost centers, end usernames, email addresses, and business units
- Viewing a comprehensive log of history and changes, including monthly updates on service and network activities
- Tailoring access permissions and restrictions for a secure and efficient workflow.
24x7 availability of iControl
With iControl available at your fingertips 24x7, you get comprehensive visibility across all the devices in your fleet, plus a digital audit trail for all the devices you’ve purchased through imei. You don’t have to log service requests during business hours, meaning you can action a task whenever you like. Automated notifications confirm that the requests have been executed are generally delivered within five minutes. This can be particularly helpful when your people are overseas, and you need to activate plan changes outside of business hours in Australia.
Of course, whenever, you do need to speak to someone, our helpdesk services are delivered through a dedicated Australia-based contact centre in Sydney. Staffed by trained, certified, and experienced support professionals, they are available when you need them.
For more information on iControl, you can contact the team at imei and arrange to come in for a demo.
