Large Energy Company: Rapidly Shifts BlackBerry Support from Reactive to Proactive Thanks to BoxTone

From Windows IT Pro, Editor's Best in the category of Mobile and Wireless

Research in Motion's BlackBerry has become crucial for enterprises, so it's no surprise that troubleshooting and resolving BlackBerry problems is an important and time-consuming job for IT administrators. Several vendors now offer BlackBerry monitoring and management solutions, but BoxTone® for BlackBerry is one-of-a-kind because it monitors every single email message sent to a user's BlackBerry and collects data about the flow of messages to these devices, allowing companies to be proactive about resolving BlackBerry problems.

A large energy company in the Midwest began looking into BlackBerry management products after several instances in which high-level personnel had to wait two or three hours for BlackBerry service. "We were completely reactive, so if anyone was having issues we only knew if they called the Help desk," says the company's supervisor of IT operations. Because email is the company's primary form of communication, it was imperative that the company's employees have BlackBerry service at all times.

After evaluating several products—and having the company's wireless provider offer its recommendation—the company decided to purchase BoxTone for BlackBerry because it considered it to be the most mature product in the BlackBerry monitoring and management market. The product's ability to integrate with enterprise management products was one of the deciding factors in the compay's decision to purchase BoxTone for BlackBerry. The company had been using BoxTone for BlackBerry for three months at the time of this writing, and although the company's Help desk was still receiving just as many BlackBerry tickets as before, IT administrators weren't spending nearly as much time resolving BlackBerry problems. An administrative services supervisor for the company estimates that since it started using BoxTone for BlackBerry, its IT administrators are saving at least one hour per Help desk ticket because the product troubleshoots BlackBerry problems for them. "[Before implementing BoxTone for Blackberry] we were using upwards of 30 percent of our time just tracking down BlackBerry problems," says the supervisor of IT operations.

Winner :
BoxTone for BlackBerry
http://www.boxtone.com/products/.aspx

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