BoxTone - The Expert in Mobile User Management

BoxTone — The Expert in Moble User Management

BlackBerry ROI: The New Math

Chesapeake Energy: Rapidly Shifts BlackBerry Support from Reactive to Proactive
From the August 2007 Edition of 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.

Chesapeake Energy in Oklahoma City 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 Chris Cox, Chesapeake Energy's supervisor of IT operations. Because email is Chesapeake Energy'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 Chesapeake Energy 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 Chesapeake Energy's decision to purchase BoxTone for BlackBerry. Chesapeake Energy 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. Scott Banks, an administrative services supervisor for Chesapeake Energy, estimates that since the company 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 Cox.

—Megan Bearly

Winner :
BoxTone for BlackBerry
http://www.boxtone.com/products/announcingv3.aspx

Finalist :
Neverfail for RIM BlackBerry
http://www.neverfailgroup.com/products/appmodules/blackberry.aspx

Finalist :
NETGEAR RangeMax 240 Wireless Routers
http://www.netgear.com

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