Business mobile
An Australian desk that runs your Telstra fleet day to day
Every mobile request in your organisation, handled. New connections, plan changes, porting, SIM replacements, roaming, barring and cancellations, worked by an Australian service desk against your Telstra account. Ericom is a Telstra partner and this service runs on Telstra. You keep the account, and changes are made only on the authority of the representatives you nominate.
It just landed on someone
A fleet starts small enough that somebody in IT or finance absorbs it alongside their real job. Every service then generates a steady stream of requests: a new starter needs a connection, a plan no longer matches usage, a handset is lost on a Friday night, someone is travelling on Monday, someone left last month and their service is still active. Each request has to be actioned against the Telstra account by a person with authority over it, and in most organisations that authority was granted once, years ago, to whoever set the account up.
So requests are worked from memory and the register is a spreadsheet. Cancellations wait until someone remembers, which is why services keep billing after the person has gone. A lost handset is barred when the user gets around to reporting it, and that gap is the exposure. Roaming is found on the bill. And because the authorised contacts were never reviewed, the account can still be changed by people who have left, or cannot be changed at all because the one contact Telstra recognises no longer works there.
The work arrived before anyone was given the job, and in most organisations the job still does not exist.
Which one is yours
Most fleets sit in one of three states. Naming the one you are in is more useful than any feature list, because it tells you whether this is worth a conversation at all.
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Absorbed
No owner. Requests go to whoever answers, there is no inventory anyone trusts, cancelled services are still billing, and the fleet gets attention only when something breaks or the invoice jumps.
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Administered
Someone owns it, without the tools. A person has been made responsible and is doing the work by hand, against a spreadsheet only they understand. It consumes a real share of their week, and it stops entirely when they take leave.
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Managed
A fleet with edges. Devices, services and spend are visible in one place, requests run to a service level, and plans are reviewed against actual usage. Fewer organisations are here than think they are.
What gets handled
Beyond the requests your team raises, there is the work that arrives without a ticket.
Leads with
Roaming, before it becomes a bill
Roaming voice plans, data packs and travel passes arranged against the travel dates, so the cost is known before departure.
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Your billing disputes, fought
A user queries a charge, or a line on the register does not match the bill. Either one is raised as a request and worked through to the credit, and your people are not the ones on the phone to Telstra.
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Devices, staged and kitted
Handsets received and held, enrolled into Apple Business Manager, Samsung Knox, Google Zero Touch or the Telstra Device Enrolment Service, asset tagged against serial and IMEI, SIM inserted, case and screen protector applied, and boxed. The user opens one package and starts working.
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Repairs and hot swaps
Repair coordination and warranty claims handled, with non-warranty work quoted before anything is done. Where you hold spare stock with us, a hot swap goes out and the user is not waiting on a repair.
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Retirement, with a certificate
Certified data wipe with a certificate per device, secure destruction where residual value has reached zero, and a coordinated buy-back where it has not, so the old fleet offsets the next one instead of sitting in a cupboard.
Three tiers
Priced per active service, monthly, excluding GST. Every tier handles the requests. What rises with the tier is the commitment behind them, the visibility you get, and whether the account is reviewed on a schedule or only when a request arrives.
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Essential
From $2.73
per active service per month
The everyday requests handled during business hours by people who know your account, without a committed response target.
- Activation of new services
- Change of plans
- Change of ownership
- Cancellations, disconnections and suspensions
- SIM replacements, PIN and PUK retrievals
- International roaming Activation, barring and support.
- Call diversions
- Adding or removing service features
- Device, accessory, software and licensing orders
- Replacement of devices under warranty
- Facilitation of warranty repairs
- Service feature charges advised in advance What a feature will cost, where a charge applies, before it is added.
- Account consolidations
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Enhanced
From $4.50
per active service per month
For organisations that need to know when a request will be answered: committed targets for first response, updates and resolution, and a portal showing everything open.
Everything in Essential, plus
- Quoting for non-warranty repairs and replacements
- Ericom service portal Real-time visibility of every open incident and service request.
- Service level targets above 90% Targeted for first response, updates and resolution.
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Enterprise
From $10.00
per active service per month
For organisations that need the account worked on a schedule: a named account manager, monthly reviews against a maintained register, quarterly reviews, and audit and compliance reporting.
Everything in Enhanced, plus
- Dedicated account manager A single point of contact for escalations.
- Monthly account reviews With an active account register maintained against them.
- Quarterly strategic reviews With a dedicated Ericom business development manager.
- Proactive support with complex billing enquiries
- Hardware sourcing and fulfilment Including non-standard orders.
- Telstra systems training How-to training and ongoing support for Your Telstra Tools, Telstra Connect and Telstra Order Express.
- Account health state maintained Established and held across your Telstra fixed and mobile accounts.
- Service level targets above 95% The higher commitment, on the same three measures.
Volume discounts apply at 500, 1,000 and 2,000 active services. Rates are indicative and confirmed per account. Billing is processed through your Telstra bill.
What this is, and what it is not
The boundary matters more here than on most services, because the account stays yours and so does the authority over it.
What it does
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Works on your account
You keep the Telstra agreement and the account. We work on it, against the authority of the representatives you nominate.
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Handles the whole request
Not a ticket forwarded to Telstra. Investigated, lodged, chased and closed, with the outcome written down, and no reference number for you to chase.
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Covers the device as well as the service
Ordering, staging, enrolment, asset tagging, repairs and retirement, so the handset and the service are managed as one thing.
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Gives you the register
Every service and device tracked by serial, IMEI and user. It is usually the thing organisations do not have, and the thing that makes every later decision possible.
What it does not do
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Not your IT service desk
This covers mobile services and the Telstra relationship. Laptop builds, application support and general end-user IT stay with your support function unless separately contracted.
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Not a carrier
Ericom is a Telstra partner and manages your Telstra account. We are not the network. Service levels for the underlying mobile service are governed by your Telstra agreement, and we cannot commit to what the network itself does.
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Not a decision-maker on your account
Cancellations, plan changes and orders are actioned on the authority of your nominated representatives. We recommend, you authorise, and a request from anyone not on that list is held until it is.
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Not device insurance
Warranty claims and repairs are coordinated. Loss, theft and accidental damage cover is a separate product and is not quietly absorbed into the service.
You keep the account. We do the work on it.
This is the part most managed mobile offers get wrong in one direction or the other. Either the provider takes the account and you lose visibility of your own environment, or they hand you a portal and call it a service. Ericom works on your agreement, under authority you grant and can withdraw, with a register you own and take with you. If the relationship ends, you are not left reconstructing what you have from a spreadsheet somebody kept in their own drive.
“If it were not for Ericom’s efforts, we might have continued without a clear solution for our diverse needs. We appreciate the commitment to helping us become a part of Telstra Enterprise, and we’ve already seen improved productivity and cost savings as a result of this partnership.”
IT Support Team Lead, Allied Credit Group
Common questions
Short answers first.
Does it work on our existing Telstra account?
Yes. The service works on a Telstra account and bills through it. If your services are with another carrier, porting in is part of the service and the paperwork is handled.
What is the difference between the tiers?
Essential handles the requests during business hours. Enhanced adds committed response targets, quoting for non-warranty repairs, and portal visibility of everything open. Enterprise adds a dedicated account manager, monthly and quarterly reviews, proactive billing support and training on Your Telstra Tools, Telstra Connect and Order Express.
How quickly do requests get actioned?
Enhanced and Enterprise carry time-based targets for response, updates and resolution, above 90 and above 95 per cent respectively. Essential is worked during business hours without a committed target. Porting cannot be processed after 3:30pm AEST because of carrier system constraints.
What happens if a phone is lost or stolen?
The service is barred or suspended on request, and where the device is under management it can be locked or wiped with corporate data and network access revoked. A replacement is ordered in the same request.
Do devices arrive ready to use?
Yes, where staging is included in your agreement. The device arrives enrolled, asset tagged, charged, with SIM, case and screen protector fitted, boxed with a welcome guide. The user turns it on and it configures itself.
Can we move between tiers?
Yes, by agreement, effective from the start of the next billing cycle. Most organisations start at Essential or Enhanced and move up when the fleet grows past the point where one person can hold it in their head.
What happens to devices at end of life?
Eligible devices are assessed for residual value and a secure buy-back is coordinated. Where value has reached zero, the device is securely destroyed and recycled. Either way a certified data wipe is performed and a certificate is issued per device, not per batch.
Who can authorise changes?
Only the representatives you nominate. Requests from anyone not on that list are held until they are authorised. It is the most common thing customers ask us to tighten after the first month.
What your fleet costs to run
Send us the current register, if there is one, and a recent Telstra bill. A fleet review tells you what you are paying for, what is still billing with no user behind it, and whether running it as a managed service makes sense at your size. Some fleets are small enough that the honest answer is no.
Request a fleet review