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Synchronica combats spiralling customer care costs with Automated Device Management Hotline

Customer care costs are rising fast because modern phones are more complex to configure and are more likely to have firmware defects, which sometimes require an expensive and brand-damaging product recall. Data from Strategy Analytics shows that in 2004, the industry suffered additional costs of $685 million caused by device recalls due to firmware defects. Traditional mobile device management systems can only make a small dent in these spiralling costs, because the costs associated with identifying and resolving problems are still there. In contrast, Synchronica's concept of an Automated Device Management Hotline can slash customer care costs by replacing expensive manual systems with an automated diagnosis and repair hotline.

Carsten Brinkschulte, CEO of Synchronica plc, comments: 'Existing mobile device management solutions, which are reliant on manual call centres, cannot hope to stem the rising costs associated with customer care for this new generation of devices. We realised some time ago that a radical solution was needed and developed the concept of an Automated Device Management Hotline - made possible with the unique Sydemas scripting language of of our SyncML DM Server product.'

Synchronica's Automated Device Management Hotline is initiated by the end user selecting a device management menu item on his device. The Automated Hotline guides the user interactively through a menu-driven dialog. The server then performs automatically device diagnosis and repair and, depending on the problem, reconfigures the device or upgrades the firmware over-the-air (FOTA). The hotline application can be built in Synchronica's server-side, XML-based scripting language Sydemas, and is SyncML (OMA DM) compliant.

Synchronica's SyncML DM Server Automated Device Management hotline runs on any J2EE compliant application server, RDBMS and FTP file server and works with any mobile phone supporting SyncML (OMA DM) and FOTA.

About Synchronica

Synchronica develops and markets synchronization and device management solutions for mobile operators, device manufacturers, and enterprises. Its product portfolio ranges from data synchronization (DS) to device management (DM) and firmware update over-the-air (FOTA). Synchronica has a strong track record in the SyncML space. Products include the world's first SyncML DM server in a carrier-grade environment and SyncML Gateway, which enables seamless synchronization of corporate data. Its latest offering, Mobile Manager, provides companies with a robust mobile device management solution for Windows Mobile-based devices. Headquartered in the UK with offices in Berlin and Washington D.C. Synchronica plc is a public company listed on the London Stock Exchange. More information is available at

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Synchronica PLC

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