MobileCorp is open and operating 'Business As Usual' to support our customers' connectivity and business continuity during this challenging and fluid COVID-19 pandemic environment.
Our Sydney-based support desk is BAU
Our customer support team is based at our office in Mascot, Sydney, and is operating to normal office hours.
They have direct access to Telstra network services and are currently able to resolve all service requests, with the exception of orders for new Apple devices. Support services being processed include:
- new service connections
- SIM replacements and activations
- transfers of ownership
- IDD and international roaming (not that we expect anyone to be travelling)
With the COVID-19 situation constantly evolving, we have taken steps to prepare for our staff to work remotely. Should this occur, we plan to continue providing service support to our customers.
Our priority is to continue supporting our customers whilst taking all precautions to protect our staff and our community. To this end, we have already asked our Account Managers to avoid face-to-face meetings and instead communicate by online meetings.
Shortage of Apple devices
At this time, the most notable impact of COVID-19 disruption to support services, is the unavailability of Apple stock worldwide, and a critical shortage of other mobile devices.
MobileCorp Head of Managed Services, Peter Jonson, said there has been strong demand from customers for mobile WiFi devices.
"All of the telco's are experiencing critical shortages of iPhones and there are a huge number of back orders with no ETA on fulfilment.
"There is also a growing shortage of mobile WiFi devices, but we are still supplying customers with solutions like the Netgear Nighthawk and the Telstra 4G WiFi Pro, which are both ideal for home office connectivity."
Supporting business continuity and a remote workforce
MobileCorp is working with two customers to upgrade their private network access and bandwidth as they move to protect business continuity and accommodate unprecedented numbers of employees working from home.
Utilising the Telstra Programmable Network, an organisation can quickly deliver secure, flexible and on-demand connectivity. Being a virtual network service there is minimal upfront cost and the solution can be 'held ready' to activate, says MobileCorp Solutions Architect, Peter Pouw.
"The beauty of Telstra Programmable Network is that it is able to be conceptualised, procured and implemented within days, whereas alternative network technologies would traditionally take weeks or months. It is the fastest network tool that Telstra has.
"The solution is also able to be prepared and 'held ready' to be provisioned if required. With consumption-based pricing, organisations only pay for what they use, and can also choose a duration from one day to one week, month or year."