WDSGlobal helps companies compete in the wireless ecosystems

17th December 2002

The original transcript of this article can be found on the Graham & Dunn website.

Do you have a cell phone? What used to be a novelty is now in widespread usage in the United States. In fact, many people have graduated from using only cell phones to depending on a multitude of wireless devices, such as laptops or Palm™ handhelds, to check e-mail, connect to the Internet, access news, play games and exchange short messages—all while on the go.

Wireless Data Services (WDSGlobal), a client of Graham & Dunn for the past two years, is helping wireless carriers such as AT&T Wireless and device manufacturers such as Nokia and Motorola to better understand the wireless ecosystem.

Carriers, in particular, are facing steep competition for customers and must respond by retrofitting their business from selling traditional phone and cellular service to also selling wireless data. This is not a simple switch. These companies have had to undergo fundamental changes and learn how to work with network operators and device manufacturers to derive profit from wireless data transactions. With WDS on board, carriers can often cut the wireless data learning curve in half.

WDSGlobal makes 'all things wireless' a bit easier

WDSGlobal provides support, consulting, development and training to wireless carriers and manufacturers. The goal: to help companies improve their bottom line and keep end customers happy with wireless services and support.

"In a nutshell, we help carriers and manufacturers make wireless data easier for their customers to buy and use via their laptop, personal digital assistant (PDA) or phone," said Tom Ryan, COO of WDS Americas.

For example, WDSGlobal might help their customers:

• Develop over-the-Web and phone-based self-service support tools to drive down support costs
• Quality test wireless products and services before launch, or
• Train support and sales teams to provide better service to end customers

Doug Branson, senior account manager at WDSGlobal, gets a kick out of watching yesterday's farfetched ideas of anytime, anywhere wireless connectivity become reality. "We are helping our customers confidently launch these next generation products and services," he said.

"We also help everyday consumers get their wireless device up and running no matter what type of equipment they own," Ryan said. On behalf of its customers, WDSGlobal solves difficult handset, hardware and operating system interoperability problems. "We use our proprietary global knowledge base collected from eight years of serving the wireless industry around the world," Ryan said.

WDS Americas opened its doors in December 2001 with two employees. It now employs 21 with plans to grow to 45 by the end of 2003. "Despite downsizing at other firms we've grown steadily in response to demand from Americas-based wireless companies," said Bruce James, director of business development. WDSGlobal chose to locate in the Northwest because three major carriers make their home here along with Microsoft, which has announced major plans in the wireless arena.

The Americas office is linked to WDSGlobal, which employs another 180 people and has offices in the UK, Singapore, South Africa and Australia—all locations where wireless has been a way of life since the late 1990s. Because overseas wireless markets are more advanced, Americas-based carriers and manufacturers can benefit from WDS' experience. "We bring valuable lessons to our customers, which helps them launch data services faster and with less risk," said Nick Gyles, director of technology at WDSGlobal.

In fact, WDS Americas has been more successful than it had planned, and Graham & Dunn has supported the company's growth. "We've negotiated a lot of deals in a short time," James said. "Usually the hold up is legal, but Judy Endejan (a shareholder at Graham & Dunn) has helped us pull together contracts very quickly." Signed contracts means that WDS can bill its customers and keep cash flow steady.

Endejan likes to eliminate legal obstacles for clients in the communications industry. "I'm excited to help WDSGlobal achieve its goals, especially in the accelerated timeframe it's been experiencing," she said. "The company is definitely making a go of it."

WDS Americas also has hired experienced resources from India, the UK and South Africa to staff its office. Graham & Dunn associate Shalini Gujavarty has simplified this process with her immigration visa expertise.

Functioning as a wireless safety net

Forty percent of WDSGlobal's business is providing branded support services to help end consumers configure wireless products. For example, if a person encounters a problem setting up a new Nokia phone, he can call a toll free customer support number or check Nokia's Web site. If Nokia's general or specialized customer service representatives cannot answer the question, Nokia forwards the customer to WDSGlobal for processing.

"This is called third-tier customer support," Ryan said. "We've logged over one million answers in our global knowledge base to every kind of wireless question imaginable. Carriers and manufacturers think of us as the final safety net."

Developing and updating self-service Web support tools is another big chunk of WDSGlobal's business. "We save our customers money by incorporating some of our knowledge into their online customer support tools," Ryan said. More than 250,000 visitors per month use the tools to get wirelessly connected. When end customers can solve their own problem, it cuts down on the number of support calls carriers and manufacturers have to answer, resulting in substantial savings.

"After we solve a customer's dilemma, we analyze the root cause and share this information with our customers' product marketing teams," Ryan said. By helping correct the problem at the source, WDSGlobal makes it easier for manufacturers to make better wireless devices, and helps carriers design services that end customers really want.

Reflecting on the kind of value WDSGlobal provides, Ryan summed up the company's business relationship with Graham & Dunn similarly: "Judy and her team have come through repeatedly for us. In fact, I'd call them our legal safety net."

This page was last updated on Monday, November 5, 2007.