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©Nemertes Research 2012 ± www.nemertes.com ± 888-‐241-‐2685 ± DN2226
PilotHouse Award Summary
For the first time this year, Nemertes Research has asked IT decision-‐makers to rate their Mobile Device Management (MDM) providers. This year’s program includes ratings from more than 2,000 IT decision-‐makers, primarily in North America, with about half representing global companies. Six MDM vendors received ratings.
What makes this project so different from any other research available? The results are based 100% on the experiences of MDM decision-‐makers. Nemertes’ staff determines the methodology, conducts the research and analyzes the findings, but we have no influence over how any vendors perform; that rests with their customers. Because these results represent the distilled experiences of their peers, IT professionals can use them in creating or reassessing an MDM strategy. In addition, no vendors sponsor this research or influence the methodology.
IT practitioners rated their providers on a 1 to 5 scale (5 is the highest score) in three areas: technology (encompassing features, functionality, robustness, and performance); customer service and support (encompassing everything from sales support through end-‐of-‐life transitions); and value (bang for the buck, or how well price matches technology and support). Nemertes defines two categories of vendors: Market Leaders, which have relatively larger shares of a market and which collectively account for the majority of the market; and Market Challengers, which have smaller parts of the market and which account for a minority of the overall market. In MDM, there are no Market Leaders, so we only issued an award in the Market Challenger category.
AirWatch wins the PilotHouse award for MDM Market Challengers, topping McAfee, HP, Microsoft, IBM, and Research In Motion. AirWatch leads every MDM vendor in technology and value.
Why AirWatch Won AirWatch’s overall score (4.29) is the result of two key factors. First, its 4.50 value score is tied for the top score in the entire PilotHouse program for 2012. Second, its technology score underscores AirWatch’s approach of offering full-‐featured endpoint management software with a laundry list of additional capabilities that are highly relevant to the challenges and opportunities facing enterprises. Along with its exceptional technology and value scores, AirWatch’s customer service is rated 3.86. AirWatch is in the enviable position of being one of the top SaaS solution providers today. Raising the
bar for the types of capabilities that constitute a modern MDM, AirWatch continues to innovate at a pace that exceeds its peers. AirWatch’s excellent technology score of 4.38 is the highest amongst MDM vendors. The company’s solution covers everything from bread-‐and-‐butter features, such as remote wipe, to differentiators, including secure document repository for DLP and support for Samsung’s SAFE encryption commands for Android. Technology is one of AirWatch’s core competencies, and one it should continue to focus on. “We looked at a few different offerings, and
AirWatch
Mobile Device Management
Market Challenger
©Nemertes Research 2012 ± www.nemertes.com ± 888-‐241-‐2685 ± DN2226
AirWatch was the best,” says the CIO of an education organization. AirWatch received a customer service score of 3.86. AirWatch is primarily a SaaS offering, though the vendor also sells its solution via an on-‐premises appliance and virtual appliance. AirWatch’s customer-‐service scores are not as high as the larger software vendors in this report, though vendors akin to AirWatch, including Absolute Software, BoxTone, MobileIron and Fiberlink, did not receive sufficient ratings to be scored individually. “We’ve been in a pilot; it’s been small and we haven’t ramped up yet, but AirWatch has done very well and has been highly responsive,” says the VP of a midsize manufacturing company. IT professionals did not report any significant service issues with AirWatch, and because of that, they have not interacted with AirWatch’s customer-‐service team (either reactively or proactively). So,
the score reflects more about lack of experience with customer service vs. having a poor experience. Further, it’s likely the level of attention that comes with a big, relatively expensive appliance from competing vendors is not the same that a customer gets from a cloud-‐based solution for $3 to $5 per month per device. The technical capabilities are centrally managed AirWatch, reducing service issues that may arise with on-‐prem solutions. AirWatch’s exceptionally high value score of 4.50 bests the scores of all other vendors across all technologies. Customers perceive an enormous “bang” for reasonable “bucks,” getting one of the most complete feature sets around for one of the lowest costs, solidified by strong customer service. “Other providers were too complex. For the dollars, we felt AirWatch met our needs,” says the IT director for a financial-‐services company.
About Nemertes Research: Nemertes Research is a research-advisory and strategic-consulting firm that specializes in analyzing
and quantifying the business value of emerging technologies. You can learn more about Nemertes Research at our Website, www.nemertes.com, or contact us directly at [email protected].
4.29 4.38
3.86
4.50
4.13 4.17
4.05
4.13
3.60
3.70
3.80
3.90
4.00
4.10
4.20
4.30
4.40
4.50
4.60
Overall Technology Customer Service Value
MDM: AirWatch vs. Market Challenger Average
AirWatch Challenger Average