The mobile workforce represents one of the greatest paradigm shifts in modern business history. Mobile workers, armed with an internet connection, can now free themselves from the shackles of conventional offices, desks and PCs and gain the autonomy to work wherever and whenever they desire.
For companies looking to gain a competitive advantage from the effective management of this mobile working shift, Gartner has now released its 2018 guide to managed mobility services (MMS). The report offers an abundance of valuable insight as it casts a critical eye across industry trends and over seven key MMS providers. For comprehensive insight, it’s worth downloading the full report, but here are the seven key takeaways for professionals concerned with managing company mobility.
1. Increased Global Delivery Demand
The search for a homogenous MMS solution has long plagued the global enterprise. Traditionally, few MMS vendors have had the global reach required to adequately service companies with international locations, and, according to Gartner, it’s this competitive differentiator that drives MMS providers towards strategic partnerships.
The research firm reports that in a bid to globalize, many local and regional MMS providers are beginning to partner with global players, and vice versa, to extend their reach. However, in this bid to expand rapidly, the service often suffers and the transition from one partner to another can be stilted and inconsistent.
As a result, organizations looking at getting a handle on their mobile estate should now consider vendor stability and the strength and duration of regional and global partnerships as a key factor in their decision-making.
2. Security Remains a Key Driver
In the modern era, data security is paramount. With GDPR now in full effect, security is finally getting the focus it deserves and this trend is amplified throughout the mobility arena – particularly with respect to data access, threats to the device and the data stored on the device.
Gartner reports that MMS security is now recognized as part of a broader enterprise issue and, increasingly, MMS providers are resorting to partnerships with security service providers offering threat detection and prevention on mobile devices, apps and data.
Organizations seeking an MMS vendor to help secure their mobile estate should put security-conscious providers offering MDM services within the MMS domain at the top of their shortlist.
3. Refined Focus on Productivity Centricity
Growth in MMS enterprise enquiries is increasingly being driven by app, data, user and productivity centricity, rather than device centricity. Gartner reports this trend is stemming from the rise of bring your own device (BYOD) adoption – which is predicted to equate to three-quarters of an enterprises smartphones by 2022.
As employees use their own devices for work-related activities, the impetus on data controls, security, access conditions and a comprehensive reimbursement strategy has become more critical than ever.
This demand has led to many MMS providers choosing to partner with enterprise mobility management (EMM), telecom expense management (TEM), and advanced security providers that have evolved their propositions with productivity in mind, not devices. For those in technology product management looking to evaluate vendor options, productivity is now the prime mover.
4. A Co-Opetition-Driven Environment
Perhaps one of the most important takeaways from this year’s report is that the MMS environment is driven not by competition, but by co-opetition. Gartner reports that the landscape is characterized by a plethora of partnerships used predominantly to increase reach.
Examples of these partnerships include relationships with fellow MMS providers – either on a regional or global level – EMM technology providers, resellers, and providers of devices, apps, and OSs, such as Samsung, Apple and Huawei.
As a result, companies looking at outsourcing their mobility management have more choice than ever – with MMS vendors offering a wide range of options based on resources, country or region.
5. Customer Experience a Differentiating Factor
According to Gartner's report, customer experience through ubiquitous self-service support and optimized service delivery is a crucial element of differentiation between MMS providers.
The varied nature of the market has meant vendors are taking differing approaches to customer experience, from self-service support channels to comprehensive, 24/7 support from named teams.
Gartner reports that because an enterprise's need for mobility support varies across different usage segments, decision-makers should look to MMS providers that go the extra mile to ensure customer delight.
With an unbeatable 99.7% customer retention record over the last 7 years, Cass Telecom delivers an unprecedented level of customer service – providing customers with significant, ongoing results.
6. The MMS Superfecta
The MMS industry is a mix of key players. Alongside TEM providers, the market includes pure-play MMS providers, communications service providers, and IT service providers. Gartner reports that, while in recent years the global market has been dominated by IT services providers and pure-play MMS vendors, future competition within the industry could see these roles shaken up as the market continues to grow and diversify.
7. The Ongoing Value of MMS
With recent trends such as BYOD and remote working intensifying employee appetites for new devices and flexible working practices, the value of an MMS solution has never been higher. Mobility offers companies an array of business benefits, but for the enterprise specifically, the advantages are maximized.
Gartner states that by 2022, 75% of smartphones used in the enterprise will be BYOD – up from 35% in 2018 – so for global enterprises concerned with better managing their mobile environments, the time for MMS services is now.
Getting the Most from Your MMS Solution
Mobility is a living, breathing phenomenon – a culture all its own that is continually transforming. For organizations attempting to get a handle on this constant state of flux and drive savings, improve security and increase employee satisfaction, a managed mobility service is critical.
In addition to the seven critical insights outlined above, the Gartner document mentions Cass Telecom as the only TEM vendor of choice for MMS. To learn how we can help better support your workforce's mobility, including the acquisition, provisioning and support of mobile devices and strategy, speak to a Cass expert.
Topics: managed mobility, gartner
