Transition from RIM to Apple Puts Strain On IT Departments

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Wireless Analytics warns of an increase in help desk tickets and need for MDM solution as enterprises continues to transition from RIM to Apple and Android.

Enterprises have been dropping their Blackberrys in favor of Apple devices, and RIM, one of the first manufacturers of smartphones and a pioneer of mobile email, has dropped to a distant third place, with its stock price plummeting 95 percent since its high in 2008. RIM has gone from 50 percent of the smartphone market (2009) to just 6.4 percent.

Blackberry was once considered the most secure option for enterprises, but iPhone devices quickly advanced to be as secure as a Blackberry—with the addition of functionality and dependability that many consumers and enterprises have come to prefer.

However, iPhone devices require a greater investment of man hours in managing and securing the devices and data. As the prevalence of Apple devices has expanded, the number of support requests for mobile devices that enterprise IT departments have received has grown exponentially. Non-Blackberry devices require more attention and time from IT departments.

In 2012, Wireless Analytics help desk records show that 9 out of 10 Apple users have submitted a support request, while only 3 out of 5 Blackberrry users have done so in the same period. From 2011 that is an increase of 57% Apple tickets and just 6% Blackberry tickets.

Enterprises that are transitioning from one operating system (such as RIM) to another (such as iOS) submit an especially high number of support tickets. This is mainly due to issues with device setup and basic unfamiliarity with the new OS. Whereas a Blackberry user might not struggle when transitioning from a Blackberry Bold to a Blackberry Curve, for instance, that user may have difficulty when first adjusting to iOS.

"The larger number of man hours needed to manage these devices presents a perfect time for businesses to explore working with a dedicated wireless management firm. An experienced mobile device management company can help businesses understand the ins and outs of a transition to a non-Blackberry environment (whether Apple or Android) and the security and management risks, concerns etc. that may present themselves during this transition,” says Erik Eames, founder and managing director of Wireless Analytics, LLC.

As enterprises continue to migrate away from Blackberry devices, and that working with a strong wireless expense management firm is one of the most important things an enterprise can do to make this transition smooth and effective.

About Wireless Analytics, LLC

Wireless Analytics provides outsourced mobility management services such as online visibility and reporting, wireless policy development, cost analysis, procurement, complete help desk services, inventory management, and carrier invoice management. Additionally, Wireless Analytics is a Platinum Partner of MobileIron and offers complete deployment of MobileIron’s MDM solutions for enterprise customers. Wireless Analytics is Safe Harbor certified from the U.S. Department of Commerce, signifying it complies with European Union privacy laws. To learn more, please visit

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Jeff Leavitt

Erik Eames
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