One of two events usually occurs: the user puts a call into technical support for a lengthy one-on-one educational call. Or, the user blames the problem on the handheld and puts in a repair order for the handheld. The costs are adding up!

Private one-on-one training is the most expensive training method of all. Technical support call frequency and average length of call time increases. Finally, repair order frequency increases.

The moral of this story is simple: sometimes you need to spend a little to save a lot! A user group training session is an efficient method for quickly getting users competent with the handheld and the mobile solution. It'll keep 'em off the phones, and off of your IT group's work docket!

Putting theory into practice
While these practical tips will probably not "rock your world", they'll definitely "chip away" at your TCO! Each is easy to implement. Together, they incrementally add up to big savings on the lifetime cost of your enterprise's mobile solution.

Dale Troppito and Dawna Paton are managing partners of the Gantry Group. Troppito has guided Gantry's rigorous ROI best practice models based on a 25-year career in the technology sector as a CEO, product development executive and chief marketing officer. You can reach her at dtroppito@gantrygroup.com. Paton believes that the technology leaders of the future will be those that understand the crucial role that a market-validated, value delivery strategy and compelling ROI play in shaping corporate competitiveness and customer satisfaction. You can reach her at dpaton@gantrygroup.com.