2017 North American Enterprise Mobility Management Customer Value Leadership Award

Transcription

1 2017 North American Enterprise Mobility Management Customer Value Leadership Award

2 Contents Background and Company Performance... 3 Industry Challenges... 3 Customer Impact and Business Impact... 4 Conclusion... 7 Significance of Customer Value Leadership... 8 Understanding Customer Value Leadership... 8 Key Benchmarking Criteria... 9 Best Practice Award Analysis for SOTI Inc Decision Support Scorecard Customer Impact Business Impact Decision Support Matrix The Intersection between 360-Degree Research and Best Practices Awards Research Methodology About Frost & Sullivan Frost & Sullivan We Accelerate Growth

3 Background and Company Performance Industry Challenges The Enterprise Mobility Management (EMM) market has evolved from standalone point solutions, such as Mobile Device Management (MDM), to encompass integrated and more strategic EMM suites that provide both a wider and deeper set of capabilities (MDM, mobile application management (MAM), mobile content management (MCM), mobile identity management, etc.). EMM market penetration is significant and growing; however, challenges persist for today s EMM providers, including: 1) Transitioning to Unified Endpoint Management (UEM), by adding management of desktop computers, wearables, and select Internet of Things (IoT) devices, 2) Building a top-tier partner ecosystem, and 3) Optimizing the day-to-day user experience. Transitioning to UEM: The North American EMM market is in a state of flux, evolving from mobility management to a broader UEM experience. A true UEM effort will ultimately encompass not only the security and management of mobile devices, apps and content. It has also already largely incorporated desktop computers and laptops, and is now starting to address IoT devices such as wearables, printers, medical devices, etc. Expanding into these additional device categories offers growth opportunities to vendors and increased value-add to business customers; however, vendor entry into this sphere must be based on rigorous financial analysis and clear-eyed research regarding customer needs. Building Partnerships: A major key to success in the North American EMM sector remains the EMM vendor s ability to forge strong partnerships and business relationships with best-fit members of the EMM value chain. These can include application software vendors, operating system providers, wireless carriers, systems integrators, VARs, and infrastructure vendors. Leaders in providing customer value assemble a partner ecosystem that ensures high product quality and profitable distribution channels. Leaders may also selectively acquire outside firms to augment and support the comprehensive EMM/UEM effort. Prioritizing Ease of Use: Today s customer value leaders are also focused on optimizing the actual day-to-day user experience. Workers and administrators expect EMM solutions to make their jobs easier, not to impose security safeguards that slow down personal productivity or narrow application, device and/or content choice. Unified management consoles, single sign-on (SSO) for apps, cloud-based delivery, and predictive analytics are all ways to increase ease of use. Frost & Sullivan We Accelerate Growth

4 Customer Impact and Business Impact Price vs Performance Value SOTI MobiControl offers a comprehensive set of capabilities at an affordable and competitive price point. This is especially true regarding its cloud-based offering, which starts at $4.00 per device per month (PDPM). The provider s on-premise solution is priced at approximately $70 per device per year. Competitor 2 offers a three-tier EMM solution set and its entry level cloud-based PDPM price point matches SOTI. Competitor 3 markets a 4-tier suite, with similar price points. Competitor 3 also plans to package its solutions differently, which may or may not be welcomed by customers. Customer Purchase Experience SOTI takes care to ensure that customers feel their SOTI solution addresses their unique needs and restraints. The company s Professional Services team provides consultative assistance throughout the design process, and reseller partners are chosen for their strong vertical expertise to complement SOTI s extensive vertical knowledge. This ensures that the SOTI representatives can immediately understand and address a particular industry s needs, whether the customer is in retail, healthcare, transportation, logistics, manufacturing, hospitality, etc. The company specializes in business-critical mobility, helping customers transform their business, create differentiated customer experiences, gain smarter insights from devices, and disrupt markets using mobility. SOTI supports customers no matter where their workforce performs their duties, whether in the office, the field or warehouse, across a wide range of devices, from consumer and rugged devices to laptops, wearables, point-of-sale terminals and unmanned kiosks. SOTI is unique in its support of dedicated purpose/ruggedized mobile devices and the field services industry. The company also prides itself on the strong level of collaboration it can offer its customers as they define requirements and preferences. SOTI also gives its customers choices for example, both cloud and on-premise delivery systems are available and multiple operating systems (Android, ios, Windows and in the months ahead, Linux as well) are supported across a spectrum of devices. Competitor 2 capabilities in this area are similar. However, neither Competitor 2 nor 3 can match SOTI expertise around dedicated purpose/ruggedized devices and the field service market. Frost & Sullivan We Accelerate Growth

5 Customer Ownership Experience SOTI is well aware that satisfied current customers will want to expand and enrich their EMM implementations; therefore, the company works to optimize the actual customer ownership experience. MobiControl provides a comprehensive set of advanced mobility management capabilities, including express enrollment, rapid device staging and delivery, remote control, content management, application management, geo-fencing, etc. This ensures that customer needs can be met even if they change or expand at future points in time. MobiControl expertly manages and secures the three major operating systems Android, ios, and Windows (mobile and desktop) in use today. The company has been a longtime expert in Windows support and continues to deliver a compelling ios offering with a focus in dedicated purpose environments. In addition, SOTI dominates in addressing Android management a notable achievement that has unified policies across an extremely fragmented Android device universe, filled Android management gaps, and brought a unique set of differentiated features to the market through SOTI's Android+ Technology, which is endorsed by over 130 OEMs. SOTI has also already begun managing various Internet of Things (IoT) devices, including smart refrigerators, wireless printers, and digital signage. Neither Competitor 2 nor 3 have the same strong history in Android or Microsoft support. Both competitors are experiencing some negative feedback on tech support quality. Brand Equity The SOTI brand is especially strong in two important areas of the EMM sector: 1) Android management, and 2) dedicated purpose/ruggedized device management and support of the unique task-driven needs of today s field service management organizations. The company is considered a visionary for its ability to recognize the need for a concerted and coordinated effort to optimize security and management across multiple Android versions when there was little interest at Google in introducing Android into the enterprise. SOTI is also at the front of the curve when it comes to IoT device support, including wearables. These visionary moves continue to burnish the SOTI brand in the North American marketplace. Competitors 2 and 3 enjoy very strong brand awareness and reputation. However, Competitor 3 is not solely an EMM provider. The company is also maintaining acquisition brands and adding a newly-branded product set, which can generate confusion on the part of customers. Frost & Sullivan We Accelerate Growth

6 Customer Acquisition SOTI currently has more than 17,000 enterprise customers worldwide. The company has created an infrastructure that supports the efficient and consistent acquisition of new business customers, as it maintains retention of current customers. Its revenue splits between direct and indirect channels with the larger share coming from indirect, and it has over 2,000 partners globally including resellers, OEMs, wireless carriers, and VARs. SOTI continues to emphasize the need to recruit vertical experts, making it possible to immediately and directly address industry-specific EMM/UEM needs. And it maintains strong partnerships with best-in-class technology firms, such as Google, Apple and Microsoft. SOTI prides itself on making the trial process quick and easy (click on Free Trial on the SOTI webpage, fill out a checklist, and gain access to its solution). It also recognizes that many enterprises need active assistance in identifying business processes that can be transformed with mobile and/or IoT solutions, so SOTI works to collaborate closely with the customer on these types of advances while also selling the capability to manage and secure these types of digitized solutions. Competitor 2 has recently experienced extensive changes in the executive suite, which can cause uncertainty within the prospective customer base. Neither competitor has dedicated as much effort to collaborating on upfront mobility and IoT assistance. Growth Potential SOTI experienced double digit year-over-year growth in 2016 and is poised to continue expanding its revenues and its customer base. Its unique capabilities in the areas of Android support and field service and dedicated purpose/ruggedized device management position it well in multiple verticals. And its 2017 solution roadmap is impressive in its scope, identifying the steps SOTI will take to advance in four key focus areas: 1) Rapid mobile application development, 2) BI/actionable insights, 3) A mobile-first helpdesk, and 4) IoT. Both competitors enjoy a high level of growth potential. However, the acquisition of Competitor 3 by a larger technology firm injects some nervousness about priorities into its enterprise customer base. Frost & Sullivan We Accelerate Growth

7 Conclusion The Enterprise Mobility Management (EMM) sector is expanding rapidly to become a Unified Endpoint Management market that encompasses more than mobile. SOTI is well positioned for this transformation given the multiple levels of value it offers its customers in North America and worldwide. Frost & Sullivan s research clearly shows that the company continues to dominate in managing and securing Android -- the most popular, and most fragmented, operating system in the enterprise space. SOTI also excels in key EMM capabilities (such as remote control) and in addressing vertical-specific needs, including those of the growing field services industry. For its strong overall performance, SOTI Inc. has earned Frost & Sullivan s 2017 Customer Value Leadership Award. Frost & Sullivan We Accelerate Growth

8 Significance of Customer Value Leadership Ultimately, growth in any organization depends upon customers purchasing from a company and then making the decision to return time and again. Delighting customers is, therefore, the cornerstone of any successful growth strategy. To achieve these dual goals (growth and customer delight), an organization must be best-in-class in three key areas: understanding demand, nurturing the brand, and differentiating from the competition. Understanding Customer Value Leadership Customer Value Leadership is defined and measured by two macro-level categories: Customer Impact and Business Impact. These two sides work together to make customers feel valued and confident in their products quality and long shelf life. This dual satisfaction translates into repeat purchases and a high lifetime of customer value. Frost & Sullivan We Accelerate Growth

9 Key Benchmarking Criteria For the Customer Value Leadership Award, Frost & Sullivan analysts independently evaluated two key factors Customer Impact and Business Impact according to the criteria identified below. Customer Impact Criterion 1: Price/Performance Value Criterion 2: Customer Purchase Experience Criterion 3: Customer Ownership Experience Criterion 4: Customer Service Experience Criterion 5: Brand Equity Business Impact Criterion 1: Financial Performance Criterion 2: Customer Acquisition Criterion 3: Operational Efficiency Criterion 4: Growth Potential Criterion 5: Human Capital Best Practices Award Analysis for SOTI Inc. Decision Support Scorecard To support its evaluation of best practices across multiple business performance categories, Frost & Sullivan employs a customized Decision Support Scorecard. This tool allows our research and consulting teams to objectively analyze performance, according to the key benchmarking criteria listed in the previous section, and to assign ratings on that basis. The tool follows a 10-point scale that allows for nuances in performance evaluation. Ratings guidelines are illustrated below. RATINGS GUIDELINES The Decision Support Scorecard is organized by Customer Impact and Business Impact (i.e., These are the overarching categories for all 10 benchmarking criteria; the definitions for each criterion are provided beneath the scorecard.). The research team confirms the veracity of this weighted scorecard through sensitivity analysis, which confirms that small changes to the ratings for a specific criterion do not lead to a significant change in the overall relative rankings of the companies. Frost & Sullivan We Accelerate Growth

10 The results of this analysis are shown below. To remain unbiased and to protect the interests of all organizations reviewed, Frost & Sullivan chooses to refer to the other key participants as Competitor 2 and Competitor 3. Measurement of 1 10 (1 = poor; 10 = excellent) Customer Value Leadership Customer Impact Business Impact Average Rating SOTI Inc Competitor Competitor Customer Impact Criterion 1: Price/Performance Value Requirement: Products or services offer the best value for the price, compared to similar offerings in the market. Criterion 2: Customer Purchase Experience Requirement: Customers feel they are buying the most optimal solution that addresses both their unique needs and their unique constraints. Criterion 3: Customer Ownership Experience Requirement: Customers are proud to own the company s product or service and have a positive experience throughout the life of the product or service. Criterion 4: Customer Service Experience Requirement: Customer service is accessible, fast, stress-free, and of high quality. Criterion 5: Brand Equity Requirement: Customers have a positive view of the brand and exhibit high brand loyalty. Business Impact Criterion 1: Financial Performance Requirement: Overall financial performance is strong in terms of revenues, revenue growth, operating margin, and other key financial metrics. Criterion 2: Customer Acquisition Requirement: Customer-facing processes support the efficient and consistent acquisition of new customers, even as it enhances retention of current customers. Criterion 3: Operational Efficiency Requirement: Staff is able to perform assigned tasks productively, quickly, and to a high quality standard. Criterion 4: Growth Potential Requirements: Customer focus strengthens brand, reinforces customer loyalty, and enhances growth potential. Frost & Sullivan We Accelerate Growth

11 Business Impact BEST PRACTICES RESEARCH Criterion 5: Human Capital Requirement: Company culture is characterized by a strong commitment to quality and customers, which in turn enhances employee morale and retention. Decision Support Matrix Once all companies have been evaluated according to the Decision Support Scorecard, analysts then position the candidates on the matrix shown below, enabling them to visualize which companies are truly breakthrough and which ones are not yet operating at best-in-class levels. High SOTI Competitor 2 Competitor 3 Low Low Customer Impact High Frost & Sullivan We Accelerate Growth

12 The Intersection between 360-Degree Research and Best Practices Awards Research Methodology Frost & Sullivan s 360-degree research methodology represents the analytical rigor of our research process. It offers a 360-degree-view of industry challenges, trends, and issues by integrating all 7 of Frost & Sullivan's research methodologies. Too often companies make important growth decisions based on a narrow understanding of their environment, leading to errors of both omission and commission. Successful growth strategies are founded on a thorough understanding of market, technical, economic, financial, customer, best practices, and demographic analyses. The integration of these research disciplines into the 360- degree research methodology provides an evaluation platform for benchmarking 360-DEGREE RESEARCH: SEEING ORDER IN THE CHAOS industry participants and for identifying those performing at best-in-class levels. About Frost & Sullivan Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best practice models to drive the generation, evaluation and implementation of powerful growth strategies. Frost & Sullivan leverages more than 50 years of experience in partnering with Global 1000 companies, emerging businesses, and the investment community from 45 offices on six continents. To join our Growth Partnership, please visit Frost & Sullivan We Accelerate Growth