Business mobile
The fleet nobody was hired to manage
Every mobile request in your business, 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 the authority.
It just landed on someone
A fleet starts small enough that somebody in IT or finance absorbs it. Services get added, staff leave with handsets still active, plans stop matching usage, and the bill becomes something nobody can fully explain. At some point the fleet has a shape. The only question is whether that shape was decided, or whether it just accumulated.
- 1 FTE what it takes to proactively support around 250 services in-house
- $80,000 roughly what that person costs, per year
- Above 95% resolution target committed at Enterprise
Nobody was hired to manage the mobile fleet. It arrived, and it stayed.
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 decides whether this is worth a conversation at all.
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Absorbed
Nobody owns it. Requests go to whoever answers. There is no inventory anyone trusts, cancelled services are still billing, and the fleet only gets attention 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. It consumes a real share of their week, and it stops entirely when they take leave.
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Managed
An environment with a boundary around it. 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 nobody raises a ticket for.
Leads with
Roaming, before it becomes a bill
Roaming voice plans, data packs and travel passes arranged against the travel dates, rather than discovered on the bill afterwards.
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Your billing disputes, fought
Queries investigated end to end, credit requests lodged with Telstra on your behalf, progress reported, and a written summary of the resolution rather than a case number.
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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 rather than a user 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 per month, excluding GST. Every tier handles the requests. What rises with the tier is the commitment behind them, the visibility you get, and how much of the account somebody is actively working rather than reacting to.
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Essential
From $2.73
per active service per month
For businesses that want simple, professional support handling the everyday requests against their telecommunications services.
- 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 businesses that need to know when a request will be answered, with guaranteed timeframes for updates and resolution.
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 businesses that need audit and compliance reporting, delivered through the Ericom Account Management Framework.
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% Targeted for first response, updates and resolution.
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 it costs against doing it yourself
Enter your active services and how much of someone's role currently goes on managing them.
Compared against $80,000 a year fully loaded, and one person covering 250 services.
- Essential $2.73 per service per month
- Enhanced $4.5 per service per month
- Enterprise $10 per service per month
Indicative only, excluding GST. Nothing you type here is sent anywhere or recorded.
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 the carrier. Investigated, lodged, chased and closed, with a written outcome rather than a reference number.
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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 carrier 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.
Common questions
Short answers first.
Do we have to be on Telstra?
Yes. Every mobility service Ericom delivers runs on Telstra, and billing is processed through your Telstra bill. Porting in from another carrier is part of what we do and we handle the paperwork. If you intend to stay with another carrier, this is not the right service for you and it is better to know that now than after a scoping call.
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 first 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 rather than as a second conversation.
Do devices arrive ready to use?
Yes, where staging is included in your agreement. The device is enrolled, asset tagged, has its SIM inserted, is charged, has its case and screen protector applied, and is 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 next billing cycle rather than mid-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
A fleet review tells you what you are paying for, what you are not using, and whether a managed service is the right shape for you at all. Some fleets are small enough that the honest answer is no.
Request a fleet review