MobileIron Confidential

The Crowd You Want To Be In

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Why Are We Doing This?• As MobileIron continues to grow, our Technical Support department is

looking to scale and focus our resources on our customer’s and partner’s most complex issues

• We want to leverage and utilize the domain expertise of our customer and partner resources that have a strong foundation of MobileIron and related technology

• We want to leverage innovative new technology to help scale while maintaining a World Class support experience

• We want to build a community of MobileIron Experts that work together to solve common issues and improve the overall customer experience

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Who Are The Experts

MobileIron employees who deal with the technical aspects of the product, including:

• Product Managers

• Customer Engineering

• Sales Engineers

• Professional Service Engineers

Customers and Partners who:

• Remain current with the highest level of MobileIron Accreditations in MIU

• Demonstrate a clear knowledge and understanding of the product

• Are committed to the success of MobileIron and customer community

• Are willing participants in helping fellow customers/partners resolve issues

MobileIron Employees Customers and Partners

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What Do We Expect From The Experts

• Issues that are easy to solve in just a few interactions• Issues that do not require analysis of logs or screen shots• Issues that do not require a phone call or Webex• Issues that the experts have direct experience/insight

with

What Questions Should Be Answered

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What Do We Expect From The Experts

DO• Use correct spelling and grammar in all interactions• Answer questions completely and correctly to the best of your ability• Escalate questions to Support if they can not be answered quickly• Use a professional and courteous tone

DON’T• Use inappropriate language• Blame others• Guess at possible answers – Escalate to Support if unsure• Take the discussion outside of the MobileIron Experts Community System

Questions Are Being Answered On The Behalf Of MobileIron

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Who Is Directly?

Directly makes on-demand apps that help companies scale support and improve

customer service

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Who Is Directly?

• Directly’s high-performance routing delivers disruptively better results with a reputation engine that promotes the best experts; a matching engine that pairs customers with experts based on skill, rating and response time; and push notifications that drive engagement by alerting experts on smartphones, tablets, and web-based apps.

• Directly’s unique advantages include certified professionals, personalized answers for every question, a performance-based system, push technology and a plug-and-play service approach.

• Directly is one of Entrepreneur Magazine’s Brilliant 100 Companies.

Directly makes on-demand business apps.

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Our Partnership with Directly

• Allows us to access the product knowledge and expertise outside of support to answer common questions– MobileIron employees and select certified Customers and Partners can be in the community

• Interfaces with Salesforce so all interactions are kept within the case management System– Allows for quick reference if case needs to be moved to support

• Drives down support backlog– First week results: 41% of Normal priority cases for Standard support customers were

resolved by the Experts

• Decreases response time– First week average response time: 20 min. Last month the average response time for these

cases was 21 hours.

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How Does It Work?

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How Does It Work?It all starts with a Standard support customer and a Normal priority case

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The Expert Experience

Android and iOS

Three Key Features

VotingIf you see a good answer from another expert, vote for it and add a comment.

EscalatingIf you see a question that only the support team can help with, escalate it.

FlaggingIf you see less-than-helpful behavior from other experts, flag it and we’ll review it.

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How Do You Get Started

• Visit mobileiron.directly.com/apply and complete the application.

• Once you are signed up, you will be added to the waitlist.• You will receive an email once you are approved from the

waitlist. Experts are approved from the waitlist as the network performance indicates that additional experts are required.

• Note: Questions are distributed based on the skills in your profile, how many questions you answer and how many positive ratings you get for your answers. Experts that give incorrect answers or receive negative ratings will be pulled from the program.

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We Want Your Feedback

As an Expert, we want to know how the system is working for you, what works well, and what can be improved. If you have any kudos, concerns or ideas for improvement, just email our Support Quality Initiatives Manager Dave Carlson at: mobileiron-feedback@directly.com

Tell Us How We Can Improve The Service