vB Easy Archive - Blackberry Provisioning Tool

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Blackberry Provisioning Tool
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Posted by: smartnewbie

Hi everyone! Since you've all been such great help in the past, I thought I'd ask you another question. I recently started using the Blackberry Admin tool in a COR store and it's a great help when switching a customer over to a new blackberry and they don't know theier BB username/password.

Anyway, I also have access to Blackberry provisioning tool but have no clue where to find this program. The Admin tool was found in OPUS but provisioning tool is MIA. Anyone have an idea where to find it?

Posted by: CingyMacGuy

Where did you find the Admin tool in OPUS?

Posted by: blorangerep1982

thats a tool that should only be used by data support. as well as the BlackBerry admin tool.

Posted by: smartnewbie

I don't see why it should only be used by Data support. Do you know how many hours a month are wasted by us reps calling customer care and asking for a BB username/pw? All i had to do was request accesss and some data person approved it. It's not like this tool could be easily abused. It's very basic.

Anyway, back to the original question, does anyone know where the provisioning tool is located? Thank you so much!

Posted by: blorangerep1982

if the customer doesnt know their username and password, the password can be reset by http://bis.na.blackberry.com/html?brand=mycingular and clicking on forgot password. they can either use their PIN or user name and it will be sent to their device.

Posted by: magiteck

Quote:

Originally Posted by blorangerep1982

if the customer doesnt know their username and password, the password can be reset by http://bis.na.blackberry.com/html?brand=mycingular and clicking on forgot password. they can either use their PIN or user name and it will be sent to their device.

This only works if the customer has a working device. Usually when someone would want to access that program, it's because a customer lost/destroyed his/her current device and has purchased a new one. In this case, the reset tool is useless.

Posted by: cellguy030

also the change device wizard in the desktop manager software takes care of switching the pins for the customer. then they dont need the username/password

Posted by: nscali

I would like to know how to get to this tool as well. I am tired of calling tech support on every little issue its time consuming for me and time consuming for my customers. The only way our customers are ever going to be satisfied is if we are able to do everything customer service can do in the store.

Posted by: blorangerep1982

so just for some clarity, you guys wanna get access to tools you dont know anything much about. i was always under the impressedion tech was to fix, sales was to sell. so if you guys fix, can i steal your customers and commission too ;-) cant have it both ways folks, tech is trained to troubleshoot voice and data, unless you have the training to back it up, do you really wanna screw up someones phone?

now i cant speak for all of care, but some in BMG care like myself are pretty darn good at fixing tricky issues.

cheers!

Posted by: ivwshane

Quote:

Originally Posted by blorangerep1982

so just for some clarity, you guys wanna get access to tools you dont know anything much about. i was always under the impressedion tech was to fix, sales was to sell. so if you guys fix, can i steal your customers and commission too ;-) cant have it both ways folks, tech is trained to troubleshoot voice and data, unless you have the training to back it up, do you really wanna screw up someones phone?

now i cant speak for all of care, but some in BMG care like myself are pretty darn good at fixing tricky issues.

cheers!

If care/tech reps were any good and took care of things after one call (without having to be transfered from department to department) I'm sure these guys wouldn't need these tools.

And as a matter of fact, care does take our customers and commission and they do f up customers accounts and they do sometimes give them wrong information.

Neither channel is perfect but at the end of the day if it means a happier customer they why not give them the tools they need to achieve that?

Posted by: smg1976

Most, if not all, of our customers who buy BlackBerries or even simple phones for the older folks, come in at some point and need help with their phones. Sometimes, we can help, and sometimes we have to get on the phone with Tech Support.

One of our reps actually tells people, "they trained us to sell phones, not fix phones". Now me personally, I wouldn't blurt it out like that, straight at the customer, even if it may have some truth to it.

On the one hand, it helps us know the phones better for future walk-ins with the same issue. On the other, it takes away from opportunities that walk in, find us too busy, and walk out. So there's a balance.

Posted by: blorangerep1982

Quote:

Originally Posted by ivwshane

your right, care might wreck an account, but the same thing goe for retail, when a customer is an CRU and they put them on a BlakcBerry Personal max plan, Then the user who is supposed to be receiving enterprise email calls in wondering why they cant receive their corporate email.
quite honestly in my eyes if somone changes a feature and it screws up some VP's blackBerry that they purchased in a retail store in order to have the latest and greatest, and the retail rep didnt pay attention, im gonna change the freature and put it under the care codes due to somone not paying attention and only wanting to get commision. Bear in mind that person you might have helped might be a decision maker for a company that brings in lots of revenue for us. if they dont get their corp email it kinda looks bad on us as a company for being incompetent.
All i can say is we all should play fair as we are supposed to be on the same team. at least the last time i looked, be it that we are consumer Retail, consumer care, or BMG Care.

im stepping off the ole Soap box.
btw its' for sale for $.02

Cheers

Posted by: smartnewbie

I have plenty of respect for the tech department, especially the BMG group like yourself. 90% of the time I speak with very knowledgeable people. The Admin tool has really helped us a lot in store, though.

For example, woman walks in with busted blackberry phone that got thrown into toilet (things like this happen ALL the time.) She needs a new blackberry but does not know her username or password and is no where near her desktop blackberry software. Instead of having to spend about 10 mins calling customer care and sometimes getting a helpful rep and sometimes getting forwarded to tech support, I can open up the Admin tool and search their pin and get the username/pw in about 30 seconds. There is no chance I can screw up their account, I am solely searching for their username/pw. It's a basic tool and saves me time and allows me to get more opps.

Basically...having SOME amount of tech support, gives me more SALES support. Know what I mean? SO...since someone approved me to use the provisioning tool, I was just curious as to where it was located. If you don't want to disclose that info, that is fine, I'll ask a data manager, but I thought this would be easier and also help out others!

Thanks, and if I ever DO have to call tech support, hopefully someone like u would be helping me!