Make personal phones in the workplace work for your business - Empower employees without putting security, compliance or your brand at risk ...
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Make personal phones in the workplace work for your business Empower employees without putting security, compliance or your brand at risk
How personal phones
infiltrated the workplace
First came the landline. Twenty Employees are happy using phones This is the personal phone paradox.
years ago, that’s what most they know and love and use all the
employees relied on when it time anyway — it’s much more Your people want to be able to use
came to making business calls. convenient than juggling two different their personal mobile phones for
devices. And companies save a lot work; you want a secure, effective
Fast forward ten years and most of time and money not having to buy system that you can manage easily.
workplaces had gone mobile. handsets or maintain them.
Suddenly, employees were juggling The solution?
two phones: their own and their On the other hand... Simple. One phone. Two lines.
work BlackBerry.
It doesn’t come without risks, either.
But using their own mobile for work? Keeping business and personal
Unthinkable. separate is difficult — it can be
difficult to maintain control of
Now? Now it’s totally, completely business contacts and make sure
normal. Up to 70% of employees communications are compliant and
use their personal phones for work.1 secure. Employee reimbursements
can be a nightmare. And the
Letting employees use their personal customer experience suffers, too.
phones for work comes with some
definite advantages for both them
and the company they work for.
1. Frost & Sullivan 2018 Mobile Business Solutions Survey
Sprint Business Multiline eBook 2
Empower them to use
personal phones with
Sprint MultiLine
The main issue with people using It works on any smartphone,
their own phones for work is exactly regardless of carrier. You can be
that — they own the phone. They sure communications are compliant
own the number. and in line with your company
standards without infringing on
If they leave, they might well take anyone’s privacy. You can transfer
your customers with them — or at the number to a different phone if
any rate, leave a gaping hole in the the employee leaves the company.
customer journey. There’s no disruption to them, or to
your customers.
But imagine if you could add a
second number on their phone — In short, the potential impact is huge.
a company-owned, business number.
Suddenly, they have a separate work And it all comes down to the four Cs.
number on their personal device.
One that the company owns.
Sprint Business Multiline eBook 3
The four Cs of a secure personal device policy
01
Control
The person who owns the number • Put those numbers on your
owns the relationship. website without infringing
on employee privacy.
Say your sales reps are giving out
their personal numbers to customers. • Secure both your company’s
If they change territories or leave, data and the company image.
they take that number with them.
At best, your customers can’t reach • Forward calls to a centralized
the right resource. At worst, they system outside of office hours for
follow your rep to their new job. a more professional experience.
But if it were your company-owned • Reassign an employee’s number
number, you’d stay in control. to someone else when that
employee leaves, no problem.
More than that, you can:
• Gain visibility into business
usage, making employee
reimbursement easier.
• Get more flexible coverage.
Your employees are happy,
your customers have a better
experience, and you don’t
have to buy new hardware.
Sprint Business Multiline eBook 5
See it in action:
Keeping contacts
in the company
A large enterprise dealing in That’s not all though. The business
credit data and analytics wanted is also saving money on mobility
to take back control over their costs, and can train more
customer relationships and salespeople using MultiLine’s
maintain continuity across call recording capability.
their customer experience.
This particular client saw a
They rolled out MultiLine, so their 90% reduction in per-user
employees could use their own mobility costs.
phones without having to give out
their personal numbers. Instead,
they have a separate, company-
owned business number — that “What gets me excited is the
still reaches their own smartphone, ownership of the number
regardless of the carrier or model that clients contact us at.”
they’re using.
VP of Sales
This way, the company was able to
assign numbers to particular sales
territories — and those numbers
never have to change. Customers
can always reach them and any sales
transitions are smooth and easy.
Sprint Business Multiline eBook 602
Customer Experience
It’s not just you and your employees A separate business line can be
getting frustrated — customers managed by someone else when
often find themselves on the needed. It will also make your
wrong end of your workplace business look a lot more professional
device policy too. — which your employee’s casual
personal voicemail greeting could
We’ve already mentioned be undermining right now.
customers struggling to reach
the right resource because the
number they’re using belongs to
someone who’s left the company.
But it doesn’t stop there.
Customers increasingly expect
timely responses, which a single
employee can’t always provide.
And what about when they’re off
on vacation? If you rely on your
people’s personal phones, you’re
relying on them being available all
the time. It just isn’t realistic and it
will damage your customer service.
Sprint Business Multiline eBook 7See it in action: Delivering the service your customers expect Happy employees deliver better • Customers could easily get customer experiences — fact. hold of service people while One of our clients, a construction they were in the field. company, was struggling with their own employees having bad • Appropriate redirects ensured experiences and the impact that customers wouldn’t be kept was having on their customers. hanging. Employees were getting calls from • Customer communication customers at all hours of the day. no longer impinged on It was interrupting their work and people’s private lives. their private lives, and leading them to try and restrict communications • Employees could manage all to emails. The employees were of the above — while still only stressed, and the customers weren’t carrying one phone. getting the service they wanted — and going elsewhere to find it. Win-win. By installing Sprint MultiLine, the company managed to transform both the employee experience and the customer experience: Sprint Business Multiline eBook 8
03
Compliance
Compliance is another major A separate business line means
area where your people using your people can use the tools
their personal phones for work best- suited to their job, without
can create serious headaches your company risking fines or
for your business. suspension from regulators.
You’ll have access to the call
That’s especially true if you’re in recordings and text logs you
a highly regulated industry, like need for compliance — and you
healthcare or finance — but it also can use them for training, too.
applies to your own corporate or Your people will retain their
company policy. privacy, as well as the flexibility
and freedom to choose their
Texting, in particular, is often own phones and carriers.
noncompliant, making it one
of the biggest points of exposure
for companies. In some workplaces,
it’s been banned altogether, even
though it’s one of the most effective
communication tools available —
with 90% of texts opened
within minutes.2
2. http://mobilesquared.co.uk/wp-content/uploads/2017/12/Conversational-Advertising.pdf
Sprint Business Multiline eBook 9See it in action:
Being responsive and
staying compliant are
not mutually exclusive
A home healthcare service The company was better able to
provider needed to track serve their clients and no longer
employee communications to had to worry about things like
meet compliance requirements. logging communications or
sensitive patient data accidentally
Enterprise-level security and going astray via text.
the right controls — like the ability
to record calls and log texts —
were required, but impossible
on their employees’ personal “Compliance was an added
phones. It was a problem that bonus. The staff wants to text,
was losing them customers, by but I need to be able to check
hampering their staff’s ability to to make sure they’re compliant.”
be responsive to patients.
Head of Nursing
The solution? Adding separate,
company-controlled numbers to
their employees’ personal phones
with the ability to record calls and
log texts on the business line.
Their employees could go back
to responding instantly to patients,
without putting the company at risk.
Sprint Business Multiline eBook 1004
Cost containment
Many businesses would consider Think about it:
paying more for a system that gives
them control, compliance, and a • It means you don’t have to buy
better customer experience. hardware every time someone
is hired.
But the good news is they don’t
have to. The right system not only • You don’t incur huge maintenance
brings those advantages, it actually costs keeping that hardware going.
reduces costs, too.
• It cuts the administrative costs
Using employee-owned phones associated with compliance.
can avoid the capital expense
of providing company-owned • It makes employee reimbursement
handsets, not to mention the simpler and more reliable.
time and money that goes into
maintaining them. On the flip MultiLine is a good move for small
side, employees using their businesses who can’t afford to give
personal devices for work can their employees corporate handsets.
be an expensing nightmare — It’s a good move for large businesses
both for them and the company. who want to reduce the amount
they’re already spending on corporate
Having a business line on a personal phones and complicated, high-
phone is none of those things. maintenance infrastructure.
Sprint Business Multiline eBook 11See it in action:
Spend your money
on better things than
company handsets
Working in the education sector
means you’re always looking to “The difference between
make the most of your budget. issuing a full device with
There’s generally not a lot of money service and just paying for
to burn on things like expensive Sprint’s MultiLine service is
communication systems. [that the] cost is cut in half.
It meets the need of having
Our clients were paying over $25k on a unique district-owned,
cellular services annually in order to district provided contact
give their administrators corporate number without the
phones. And if that wasn’t enough, additional overhead or the
their IT department was spending a additional costs associated
lot of time managing and maintaining with providing full service.”
those phones.
Director of IT
MultiLine helped them cut their
cellular costs by half. Their employees
now have the freedom and flexibility
to choose the phone and service that
suit their needs. And IT doesn’t have
to chase after them managing and
updating those phones all the time.
Sprint Business Multiline eBook 12More of the benefits,
less of the risk
The way people communicate All of the benefits of mobile
at work has changed. More communications — better,
importantly, the way people want more responsive customer
to communicate has changed. experiences, greater flexibility,
and more convenience for your
The best option isn’t newer, better, employees — and none of the risks.
extra phones, or complicated So you no longer have to worry
infrastructure. The best option is the about compliance, costs, or who
simplest. Let people communicate controls the customer relationship.
on their own phones, on the handset
and carrier of their choice, but with Beat the personal phone paradox
a separate work phone number. and make the most of personal
phones at work. Your employees
One phone, two lines. and your customers will thank you.
Sprint Business Multiline eBook 13Let’s talk We’re Sprint Business and we help businesses like yours find the solutions they need to the problems that hold them back. Whether you’re a small company looking to empower your people to use their personal cell phones for work, or a big one looking to simplify your infrastructure and make your workforce more mobile — or anything in between. Find out what MultiLine can do for you. Contact your local Sprint representative today to learn more. Call 1-866-287-9926 or see more details on sprint.com/multiline
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