Skip to content

Case Study - Field Services

42Gears Helps Leading Satellite Television Provider Improve the Technical Support Experience

Business Overview

A leading satellite television provider in North America provides television to over 12 million Americans. 

In addition to its array of high-definition programming, the provider also offers modern touches like support for voice assistants like Alexa and Google Assistant. 

The company consistently receives high ratings from its customers, reflecting the quality of both its product and its customer service.

Background and Challenges

The company’s service technicians needed to help many customers each day, oftentimes in-person. Technicians used smartphones to maximize productivity, but these devices caused a few new issues:

  1. Technicians would sometimes use the smartphones for personal enjoyment through activities like visiting off-topic websites. 
  2. If technicians accidentally altered device settings while on the job, it was difficult for the IT team to fix those devices remotely.
  3. The provider wanted to add company insignia on technician device software, but this would be tedious to do on each device one-by-one.
  4. The company wished to upgrade the smartphones to a newer model, but quickly deploying thousands of new devices was a daunting task.

Name : A major North American satellite television provider

Industry : Field Services

Location : Based in Colorado, with reach across the United States

Products : SureLock by 42Gears and SureFox by 42Gears

OS : Android

Device Type : Samsung smartphones

Challenges : A major satellite television provider needed to keep its technicians on-task when using smartphones on the job. It also needed to reduce the frequency of repairs required as a result of workers changing settings during the workday.

Solution : 42Gears products helped the provider lock down devices and settings menus to keep technicians focused.

The Solution

SureLock and SureFox by 42Gears

42Gears had the tools required by the provider to improve the service its technicians provided. The provider implemented SureLock, the 42Gears device lockdown solution, and SureFox, the 42Gears secure browsing solution. 

Together, SureLock and SureFox allowed the provider to overcome its device management challenges:

  1. SureFox provided a secure browser that would only allow access to pre-approved websites, blocking any off-topic content. 
  2. SureLock locked down device settings menus, making it impossible to alter settings during the workday, whether intentionally or unintentionally.
  3. SureLock and SureFox both included personalization tools, allowing the provider to add its logo prominently on worker devices.
  4. Both SureLock and SureFox included the ability to export settings between devices via cloud, making it easier to set up many devices in a short period of time.


  1. Employees remained focused while using the Internet, improving productivity. 
  2. Because employees could no longer accidentally alter settings, devices required less troubleshooting overall, reducing support costs. 
  3. Technicians project a professional image by having the provider’s logo prominently displayed any time they use their company-provided devices. 
  4. Thanks to cloud-export functionality, the provider easily replaced employee smartphones by quickly provisioning thousands of devices.