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The Complete Guide to Deploying MultiLine

Best practices and tips from our global tier 1 clients

Introduction

Meeting the need for secure and compliant mobile communications

If you're responsible for implementing MultiLine across your organization, this guide is for you. 

In this guide, you'll find best practices and example approaches from companies that have already started their implementation journey with MultiLine. 

As with any software implementation, rolling out MultiLine is as much about change management as it is technology deployment. 

For that reason, we've focused on how to engage, educate, and win the support of end users and key business stakeholders.

Our goal is to help you achieve a successful MultiLine rollout with maximum user adoption and business value. 

Enable reliable, compliant mobile communications from anywhere with MultiLine

MultiLine ensures reliable, compliant client communications for remote employees, including financial advisors, wealth managers, investment bankers, brokers, traders and other customer-facing roles.

The software-based service includes:

  • Mobile app to call and text on a secure, recorded business line
  • Centralized storage of recorded data for surveillance and regulatory reporting 
  • Administrative tools for fast, over-the-air provisioning

Mobilizing an office-based solution for home use is tricky. MultiLine overcomes the limitations of stopgap approaches to communicating with clients. Banks can achieve compliance and business continuity during the current crisis—and beyond.

Engaging the Business

Identify the problems you are trying to solve

How are you handling communications with customers? 

  • Do you have an anti-texting policy?
  • Are personnel juggling two phones, your work and personal?

How are you handling the need to record the conversations of frontline staff working from home?

  • Does the frontline have to make cumbersome notes on the topics of their calls?
  • Because of no work/personal separation, must they have the ability to turn recording on or off, introducing the possibility of gaps?  

What challenges have you had with this approach? 

  • Coverage gaps?
  • Fear of non-compliance?
  • Slow or cumbersome deployment? 
  • User dissatisfaction? 
  • Lapse in client service?

How many users are working from home?

  • How will that change over time? 
    • By line of business 
    • By region

Best practices

Endorsement from senior business leaders and alignment with key functional areas pave the way for a successful MultiLine rollout.

Build the business case

Make sure you can explain the rationale for MultiLine clearly and persuasively. Build a narrative that includes multiple benefits— like cost savings, compliance, and customer experience—and quantify them when you can.

Educate and ease concerns

Introduce business leaders to the service in interactive online or in-person meetings. Demo the app and give executives the opportunity to ask questions. The most common objections are easily defused.

Secure executive buy-in

Win the support of senior executives to drive adoption down and across the organization. You want the backing of senior IT and business unit leaders, as well as the heads of HR, Compliance, and Legal.

Find some friendlies

Designate friendly users or embedded IT teams to help onboard their business unit or function. These internal allies can pilot the service, review training materials, and orchestrate onboarding activities.

Value Proposition

Compliant reliable mobile communications from anywhere

Rock solid reliability

  • Works on any mobile device
  • Works in any home environment
  • Works around the world

Gap-free compliance

  • Capture in- and outbound voice and text
  • No user action to record
  • Central storage and surveillance

Rapid rollout

  • Deploy to 1,000s in days
  • Users up and running in minutes
  • Everything online and over-the-air

Building the Business Case for MultiLine

Most MultiLine customers build a business case for the service based on one or more of these primary drivers of business value. The benefits of MultiLine to your organization will depend on multiple factors, including how you plan to deploy the service as well as your current mobility strategy and expenditures.

1. Compliance

Ensure auditable compliance with regulations covering business communications on mobile devices

2. Customer engagement

Better serve customers by meeting their demands for fast, convenient mobile communications

3. Control

Protect valuable business relationships and information when employees leave or change roles

4. Cost savings

Save by retiring expensive corporate mobile phones and shifting to an attractive, cost-efficient BYOD program

Devising a Rollout Strategy

 “MultiLine was a lifesaver.” Global Head of Enterprise Mobile

Best Practices

Successful MultiLine rollouts are driven by an implementation plan with clear objectives, a strategy for engaging stakeholders, and a timeline for onboarding user groups.

Quantify Mobile Usage

Start with a clear understanding of the size and cost of maintaining your corporate mobile estate. In addition, collect monthly usage statistics for mobile data and calls. These figures are important inputs to your rollout strategy and business case.

Devise An Engagement Plan

Prepare a plan to build awareness and acceptance for MultiLine. Expect to engage a variety of stakeholders—business and IT executives, HR, Legal, Compliance, and end users—to ensure a smooth implementation.

Establish Success Metrics

Define how you will measure success given the objectives for your MultiLine deployment. Common metrics include number of activated users, number of corporate devices retired, and user satisfaction scores.

Roll Out In Phases

Onboard new users in phases to mitigate risk, build internal capabilities, and prove the value of MultiLine to the business. Early successes will generate the positive word of mouth that builds momentum for your rollout.

Quantifying the savings

Mobilizing employees can be expensive. MultiLine can help you contain mobility costs by enabling or accelerating a shift to BYOD. If that’s part of your business case, be sure to consider these expenses when calculating your savings:

  • Device purchase
  • Device insurance
  • Device provisioning
  • Device replacement
  • Service contract
  • SIM contract
  • Recording technology
  • Maintenance and support

Customer Savings With MultiLine

A global bank expects to avoid more than $13 million in costs by using MultiLine to encourage BYOD adoption. The move eliminates the need to replace thousands of legacy corporate devices.

Template to calculate savings

a. Number of corporate devices in your fleet
b.Number of devices that need to be replaced in the next 12-24 months

Device Costs
c. Cost to purchase device
d.Cost to provision device
e.Cost to insure device
f.Overhead costs per device (support, repair, maintenance, etc)
g.Total costs per device (c + d + e + f)

Cost Avoidance for Devices
h.Total costs per device x number of devices that need to be replaced (g x b)

Service Costs
i.Cost of mobile service per user per month
j.Cost of mobile recording per user month (if needed)
k.Total service costs per user per month (i + j)
l.Cost of MultiLine Service per user per month
m.Savings on service costs per user per month (k - l)

Total Savings on Service Costs
n.Savings on service cost per user per month x number of devices that need to be replaced (m x b)
o.Annual savings on service costs (12 x n)

Getting your technical team excited

MultiLine is a software-based solution that makes life easier for the people who support your mobile users and devices. Administrators have a simple, web-based portal to manage your deployment.

1. Convenience

Assign—and reclaim—numbers in seconds over the air.

2. Control

Adjust settings and features by users or departments.

3. Insight

Track mobile usage across your organization in real time. 

4. Security

Secure the MultiLine app with an existing MDM or EMM like BlackBerry UEM or Microsoft Intune.

Planning a phased rollout

MultiLine is often deployed as part of a new or expanded BYOD program. When that’s the case, your rollout plan should include educating functional stakeholders about the service, since this shift typically requires a few internal policy decisions. The contributions and support of functional leaders are a must for operational readiness and will help pave the way for a smooth introduction to end users.

Ensure Alignment On HR

  • Employee participation and rollout 
  • Reimbursement and expense policies

Compliance

  • Regulatory requirements 
  • Internal security approvals

Finance

  • Financial business case 
  • Internal billing process

Legal

  • Tax implications 
  • Legal liabilities

Procurement

  • Phasing out existing carrier contracts

Rollout Considerations

  • What are your objectives for deploying MultiLine?
  • What is your organization’s tolerance for risk?

BYOD Use Case

  • What is the distribution of corporate devices by location and user group?
  • How many devices will need to be replaced in the next 2 to 3 years?

Regulatory Compliance Use Case

  • Which locations must comply with regulations for mobile communications?
  • Do you have a satisfactory compliance solution in place?

Location

  • Which locations have the largest number of end users?
  • Which locations will be easiest to deploy and support?

User Groups

  • Which executives are supportive of MultiLine?
  • Which user groups are most receptive to adopting new technologies?
  • How many users can you successfully onboard at one time?

Considerations for a global rollout

Here are some important considerations when planning a phased rollout strategy that delivers early wins and maximum business value.

Local Regulatory Environment

The laws and regulations for mobile communications vary by country (and even some U.S. states). Make sure you understand the local regulations concerning the use of personal devices in the workplace, the recording of mobile communications, and the protection and privacy of personal data.

Local Company Policies

Expect to engage functional teams at a country or regional level. Areas to address include local HR policies (especially for BYOD), local compliance standards and approvals, and local legal and tax considerations.

MultiLine Service

MultiLine is currently available in countries in North America, Europe, and Asia. Movius and our partners can confirm the availability of local mobile numbers in the countries you’d like to deploy or will work closely with you on a timeline to meet your geographic requirements.

 Key Decisions Checklist

☐ Number of users and their roles

☐ In which countries will your firm need to deploy?

☐ Will numbers need to be ported from an existing mobile or desk phone? If so, how many?

☐ What channels need to be archived? (calls, texts, or both)

☐ What is the target launch date?

☐ Is there a desire to launch all users at once or have a phased launch?

☐ Identify Project Sponsor and Administrator roles

Onboarding End Users

Best practices for onboarding end users

End users love the convenience and simplicity of MultiLine. A little upfront communication and education prepares employees to adopt the service.

Highlight user benefits

Get people excited about using MultiLine by emphasizing its many end user advantages, including convenience, choice, and the clear separation of work and personal communications.

Offer self-help resources

Make self-help resources—like how-to videos, FAQs, and knowledge base articles— easily available to end users. Movius and our partners offer a variety of ready-made training materials for you to use.

Set up an email campaign

When you’re ready to onboard users, send a series of emails before, during, and after the go-live date. Track end user activation to determine the need for follow-up communications.

Answering questions from business leaders

How disruptive will this rollout be to our operations?

We chose MultiLine because it’s easy to deploy and simple to use. Most new users can call or text within minutes of downloading the app, with little or no training. After that, the product will fit seamlessly into your workflows.

What about the security of our business data?

All business contacts and communications are separate and secure, even on an employee’s personal phone. MultiLine encrypts voice and text messages, and only very basic call information is stored on the device. We will secure the MultiLine app with the same software we use to protect the data in other enterprise mobile apps, and we can delete the app from an employee’s personal phone in seconds.

What about employees whose mobile communications need to be recorded for regulatory purposes?

Not a problem. MultiLine has an optional recording capability that we can turn on at any time. Compliance is built in with no extra technology or user action needed. It all happens behind the scenes.

How will this impact employees’ monthly mobile bill?

We anticipate that there will be little or no change to the monthly mobile phone bill of most employees. First, most mobility plans include unlimited text and voice calling—so no extra costs there. Second, MultiLine supports text, voice, and data on Wi-Fi networks—so that’s free. Third, even for people with tiered data plans, the average data usage for MultiLine is only 100MB per month, which isn’t likely to push anyone over the typical 3 - 4 GB monthly limit.

Note:

  • Check out your usage statistics collected from your corporate mobile estate. For example, one organization determined that 82% of all corporate device users used less than .5GB of data per month—and that’s for all enterprise mobile apps and communications.
  • You can address cost concerns by offering employees a monthly stipend or reimbursing employees for unusual expenses, such as when roaming.

Answering questions from end users

We answer common user concerns in our User FAQ.

Seeing is believing

Demo the MultiLine app to dismantle concerns and highlight key features. 

You can share the demo we have available on our YouTube channel. 

Additional resources

  • Movius Blog: Read the latest out of Movius and the state of digital communications!
  • The Movius Knowledge Base (you are here): A knowledge base with help topics for users and admins
  • The Movius YouTube Channel: Helpful how-to videos and product demos