What to Look for in a Reliable Device Management Software

For phone service companies—or “telcos”—aiming to expand their value-added services, maintaining a fleet of smart TVs and other devices is a given. The challenge became getting the right device management software to manage these smart devices properly.

Meanwhile, not all electronics manufacturers who joined the smart TV bandwagon recognized the importance of developing their own operating system, or even their own device management software. Some companies felt the resources could be better spent elsewhere. So, some manufacturers signed up for Google’s Android TV operating system instead.

Why Telcos Bundle Android TV Devices

Recognizing the needs of their clients, most telecommunication service providers offer bundling services. In addition to broadband services, they often add in a smart device at discounted rates. Why? Bundling is an effective strategy that works for both the telco and the consumers. For telcos, offering a product such as an Android TV device that plays streaming services and other internet-based content means increased utilization of their services.

Video-on-demand (VOD), in particular, is particularly bandwidth-heavy, so telcos apply bundled promos to convince customers to upgrade to higher plans that offer faster speeds and higher limits. At the same time, tying the customer to a contract means locking the client for a fixed period.

Meanwhile, customers appreciate the cost savings offered by the telco for the bundled hardware and service package. Receiving the right mix of hardware and service bundles makes them think that their choice of telco is the right one. By providing the necessary system for them to consume content, telcos become forward-thinking and customer-centric companies.

The Need for Reliable Device Management Software

As more manufacturers and telco operators bundle Android TV devices, the need for reliable device management software grows. Even after these devices make it into homes, companies still need to ensure the software performs well. However, servicing each individual device in its client location is both impractical and costly.

A more practical approach is to provide over-the-air (OTA) updates that come from a central location. This ensures that all devices in the fleet can receive critical software and firmware updates automatically and wirelessly. While most manufacturers and providers have default software to do so, the legacy systems they use may not be enough. Broadband providers often deploy protocols such as TR-069 to provide remote updates for customer premises equipment (CPE). However, these older protocols may take days or even weeks to perform mass service updates.

Features of a Modern Device Management Software

Modern device management software should be able to harness today’s technology to provide complete, uninterrupted support to fleet devices—anywhere, anytime. Ideally, the support software should contain the following features:

Cloud-Based Operations

Cloud-based device management software can get the job done better, faster and more efficiently. The convenience of cloud remote access means that support teams can service users from anywhere. This way, administrators and support personnel can schedule updates without disrupting users. In addition, the ideal device management software can perform diagnostics and updates selectively. They can choose to update a single device, a group of selected devices, or take on the entire fleet at once.

Assign User Permission Levels

login and password — *Patdanai/Shutterstock.com*

Device management software should always provide different user access levels to keep sensitive data available to only authorized personnel. It also keeps the system software secure from any hacking attempts. For example, only system administrators and support teams can perform maintenance and update operations on devices. Marketing and sales personnel can access usage information and download/copy the data.

Meanwhile, managers and data analysts can compile the information for analytics. Executives can have full access, which includes viewing analytics results from devices. They can also approve requests for permission levels to other users. Keeping each user restricted to their area of responsibility helps secure devices and users’ personal information.

Fast Time to Market

Instead of taking weeks to install updates, cloud-based device management software can send out updates, patches, fixes, or new installations instantly to devices. Rapid delivery means less hassle for end-users, who may encounter problems when using devices with outdated software versions. It also ensures that all devices across the fleet will run the same software versions, which eliminates incompatibility problems.

Fully Remote Capabilities Reduce the Need for Support Calls

Using fully remote device management software means the entire session remains under control by the remote administrator. The whole operation will not require any assistance at all, which erases the need for service calls between support teams and users during update sessions. Removing the need for the user’s presence means support teams can easily diagnose, repair, and update devices at any time. It also means a drastic reduction in the need for client calls or site visits to fix software problems, saving valuable time and money.

Secure Devices Remotely and Prevent Subscription Abuse

With full remote connectivity, administrators can monitor and precisely track fleet devices. When a device strays from its assigned location, administrators can lock or freeze the unit to prevent it from further use.

Using device management software with security features, administrators can monitor the usage of devices to ensure customers are complying with the terms of use agreements. Geotagging and geolocation features can automatically disable a device, upon removal or an attempt to log in from an unauthorized one.