Report:

Magic Quadrant for Managed Mobility Services, Global

Top Vendor Products for Managed Mobility Services, Global in 2023

• DMI
• HCLTech
• Kyndryl

Managed Mobility Services, Global Vendor Product Comparisons 2023

• DMI - Leader
  

  Pros:

  • Launch of standard XLAs: In addition to a comprehensive SLA environment, DMI has launched standard XLAs that are also contracted for. There is an end-user experience (EUX) score derived from its digital experience platform with a target of at least 97% as well as a post-event survey score of 4 (of 5).
  • Delivering on service desk automation: DMI has invested in automating and providing options to access its service desk capabilities. It is now resolving 70% of tickets through self-healing, self-service or intelligent automation (such as chatbots); more than 10% of tickets are resolved by chat, and the remainder are solved by live agents.
  • More price competitive than before: DMI has streamlined its pricing and adjusted it closer to average market rates. DMI no longer applies regional uplifts. It is also working actively to drive toward defined ROIs through realized value (e.g., customer experience [CX]) and cost reductions.

  Cons:

  • Variable SLA performance: Although DMI has a comprehensive SLA environment and good customer satisfaction scores, the actual performance related to problem-related tickets for answered, abandoned and first-call resolution is exhibiting variability rather than consistency.
  • Current expense management environment fragmented: To better control the financial management component of MMS, DMI acquired its own platform in early 2023. This new platform currently complements the existing two partner environments. Customers of the financial management solutions should seek clarity around the strategic intent and timing of the partner platforms as well as the roadmap of the DMI-owned platform to ensure the selected one meets future requirements.
  • Device-as-a-service (DaaS) offering: DMI has expanded on its DaaS offering and now combines mobile and PCs into the same proposition. However, the offering is based on only a leased device at a time when Gartner sees a faster growing requirement for DaaS based on purchased devices wrapped with life cycle management services.


• HCLTech - Leader
  

  Pros:

  • Contracting for business outcomes and XLAs: Reflecting that good CX may look different to each client, HCLTech is using a user delight score (UDS). This is derived through balancing experience inputs such as application performance and customer satisfaction (CSAT) according to a client's preferences, where each input is weighted on a scale of 1 to 5.
  • Growth in wearables: HCLTech is among the few vendors that has reported wearables being a significant portion (over 10%) of the total devices under management, giving the vendor more experience with this type of device than competitors.
  • Broad adoption across the MMS portfolio: HCLTech is among the vendors with the highest overall adoption across all five of the essential capabilities in the MMS market: procurement, UEM, expense management, security and program management.

  Cons:

  • Uneven geographic presence: HCLTech's base is largest in North America (46%) and in Europe (40%). However, HCL has limited adoption in Latin America and in the Middle East (about 2% in each). That may have an impact on clients with significant requirements outside of those regions.
  • Quick, cost-saving deals are not HCLTech's strength: HCLTech's strategy is largely focused on transformational global enterprise deals and, consequently, may not be best-aligned for organizations seeking a more traditional deal focused on cost reductions.
  • Overall sales experience trailing competitors: Gartner surveys show that most of the vendors included in this research have more favorable feedback in their overall sales approach and RFP responses compared with HCLTech. Consequently, HCLTech's target market focuses on large and very large clients with a global requirement.


• Kyndryl - Leader
  

  Pros:

  • Contracting for XLA achievements: Kyndryl now contracts for XLA achievement with an incentive-based program where part of the bonus that Kyndryl receives is passed on to the internal teams. This has proven successful in driving value for customers.
  • Enhancements in user support services: Kyndryl has an attainment rate of more than 99%. Kyndryl offers specific VIP/hypercare support and has four standard XLAs related to experience for onboarding, digital, support and device. Kyndryl now resolves over 90% of its tickets via self-heal capabilities.
  • Consultancy-led customer journey: Post-spin-off from IBM, Kyndryl has worked on growing its independence and more customer centricity. As per other portfolio areas, Kyndryl's MMS portfolio is modular, and it leans on its consultancy practice to deliver on its ambition of a strong overall customer journey.

  Cons:

  • Partner dependency: Kyndryl's increasing reliance on partners for delivering globally may cause concerns regarding global consistency for operational quality. For instance, Kyndryl now has only one depot location of its own, in Toronto, Canada.
  • Pricing above the average: Kyndryl's pricing follows the traditional model, but some elements are toward the higher end among the providers positioned here. This is especially the case for kitting and staging, spare pool and break/fix, and in some cases, for implementation.
  • Disproportionate low focus on financial management: Despite having three TEM partners to fulfill different requests, Kyndryl delivers financial management solutions to less than 10% of its managed base. Customers with this requirement should ensure Kyndryl can deliver the desired value.


• Techstep - Challenger
  

  Pros:

  • Streamlined portfolio: Techstep has rearranged its disparate solution portfolio into three areas each comprising standard building blocks: Lifecycle (fka SmartDevice; device life cycle services for end users), Managed (fka Smart Control; for managing the ecosystem of customers, including software) and Amplify (fka Smart Works; for frontline workers).
  • Evolving XLA environment: Techstep does not offer XLAs, but as part of its digital experience monitoring (DEM) capabilities, it is introducing experience performance indicators (XPIs) that will evolve into XLAs. Techstep also applies sentiment analysis on its help desk to detect any situations where it reaches its SLA but the customer is still not happy.
  • Continuous innovation across the portfolio: Techstep's innovation centricity is exemplified by the following launches in the past two years. Techstep now offers a travel kit comprising a loaned "clean" device to be used instead of the regular device on trips to sensitive countries. It offers refurbished sustainable devices that are only serviced in the given country. These devices feature rapid deployment from 11 templates/blueprints optimized for different customer personas. Selecting a standardized template allows for implementation within a week after signing the contract.

  Cons:

  • Partner-dependent and patchy for external logistics: Enterprises with requirements for device delivery into other regions should verify that requirements can be satisfactorily delivered using Techstep's multiple partners, of which none has depots in MEA or Asia/Pacific.
  • Slow progress toward further automation regarding service: Techstep was early to automate its service desk, but little progress has been made recently, with 67% of all tickets resolved via manual email (as of October 2022).
  • Still higher-than-average pricing: Although there are no explicit implementation charges, some recurrent pricing remains higher-than-average, especially for help desk, UEM server management and expense management. Clients should challenge Techstep on its pricing and ensure it compares with other deals for the same geography and service scope.


• brightfin - Visionary
  

  Pros:

  • Expanded global capabilities: brightfin has improved its overall scope of services by adding logistics capabilities in EMEA, increasing languages offered by the service desk and standardizing global experience-level agreements (XLAs) for its clients.
  • Procurement and financial management: brightfin has deep capabilities on expense, invoice and payment management. In the last year, investments have been made to launch the bill pay service and increase adoption of eBonding with larger organizations for ordering.
  • Increased investments in automation: brightfin investments focus on the automated delivery of efficient and accurate program management in accordance with client policies, priorities and requirements. It also manages a higher mix of device types relative to competitors. These investments enable brightfin to meet more device requirements.

  Cons:

  • Low adoption of managed UEM and security services: Compared with the total brightfin base, managed UEM and security do not have significant adoption. Clients considering brightfin for MMS services that have managed UEM or mobile security requirements should confirm that brightfin can meet their requirements.
  • Variable SLA performance on service desk: The brightfin service desk speed-to-answer performance varies more than the average. There are no SLAs related to first-call resolution or reopened tickets.
  • No XLAs offered: As of October 2022, brightfin did not offer any XLAs at all. The plan for 2023 does include XLAs for areas such as service desk experience, as well as XLAs for reporting to begin in 4Q23.


• Calero - Visionary
  

  Pros:

  • Better control of the customer experience: In response to customer and market feedback, Calero has created its IMMT and is now insourcing its global order and help desk services out of its U.S.- and U.K.-based offices, offering more consistent support quality and continuous improvements to the end-user experience. As a result, Calero has the flexibility and willingness to explore customer-specific standards, which provide greater assurances of SLAs and XLAs.
  • Strong focus on XLAs: Calero reports that 70% of its customer performance metrics align with XLAs, rather than SLAs, one of the higher ratios among vendors in this research. Clients focused on user experience rather than legacy performance KPIs can identify how Calero might deliver differentiated assurance agreements that are better-aligned with their own requirements.
  • Data integration with Microsoft Power BI Embedded: Calero has integrated Microsoft Power BI with its InSight Analytics, which provides reporting and analysis of all user-defined data, as well as dynamic data structures, including call activity. This enables users to create more-tailored analytics that better-align with their own use cases, role-based personas and custom inquiries, such as behavioral trends by device type and individual user.

  Cons:

  • Reliant on partner depot facilities: Although Calero has two dedicated facilities (in the U.S. and U.K.), it also leverages its strategic partners' 27 global depots to address scalability and overflow. Clients with ongoing device life cycle management requirements in multiple regions should investigate the distribution of that logistical landscape to ensure coverage.
  • The In-House Managed Mobility Team is new: Calero has transitioned away from its previous partners and is now providing help desk and order desk services fully in-house through badged employees. Although the nascent support team appears to be progressing, its full potential remains to be seen. Clients should be upfront with mobility management scope and requirements to discuss needs and expectations.
  • Growth remains North America-centric: Calero's total devices under management grew a robust 9.2% globally. Calero has won contacts from many global companies with a large NA-based population, so about 71% of the growth was in North America, which accounts for nearly 79% of the devices under management. Clients with a large presence in regions outside North America should discuss their global requirements with Calero early in the consideration process.


• GEMA - Visionary
  

  Pros:

  • Strong set of SLAs for logistics: GEMA has an overall set of SLAs with more metrics for logistics than the average. These are global and include same-business-day shipment for devices and deployment accuracy. Metrics are also subject to penalties.
  • Standardization of local billing and procurement: GEMA has "productized" licensee capabilities for local country service and device procurement, warehousing, and reseller solutions after previously offering those capabilities only on request.
  • Bundled offerings added: Besides selling individual services a la carte, GEMA now offers standard, bundled service offerings for North American and carrier sales partners, combining services in basic, standard and advanced groupings that may be custom-labeled by the vendor's affiliate or channel partner.

  Cons:

  • Unable to support large MNCs from Japan: The GEMA presence in Japan is currently by delivery partner only.
  • Marketing strategy fragmented: GEMA markets its capabilities mostly through its licensees and partners, and to some degree on social media such as LinkedIn. However, its webpage is not representative of its latest developments and does not provide an overview of coverage, and its news section has not been updated since 2020.
  • Limited AI adoption of automation: Help desk contacts remain heavily reliant on human resolution, with only 9.2% of queries resolved using intelligent automation. Clients should ascertain whether GEMA's roadmap for intelligence-enabled, customer-facing features will meet their own requirements for timely resolution of trouble tickets.


• Orange Business - Visionary
  

  Pros:

  • A consistent vision with growing vertical capabilities: Telefonica's vision is centered around vendor-agnostic, enhanced program management and digital transformation evolving its vertical propositions with sector evangelists. It is increasingly including 5G connectivity and ruggedized devices to enhance its vertical propositions.
  • Focus on data-driven decisions: Telefonica continues to expand and innovate on its focus for data-driven decisions, both for themselves in their interactions with their customers and for their customers to take more informed actions that are underpinned by data.
  • Expansion of SLA/XLA environment: Telefónica continues to innovate service-level agreements and has introduced choice of level — for instance, 45- or 15-second response times at the help desk. It also introduced new SLAs, such as percentage of tickets reopened. XLAs have already been launched in the U.K. through VMO2.

  Cons:

  • Geographic reliance on partners for consistent global MMS deployment: Telefónica's footprint focus remains Spain, the U.K., Germany, Brazil and LATAM. Clients with considerable geographic requirements outside of these markets should carefully review Telefónica's experience or proposal for delivering into such a footprint.
  • Variability in SLA adherence: Telefónica tracks and measures many data points, but for the standard SLA environment (time to close tickets), the performance is quite varied. Clients should request a track record that is relevant for their own specific use case.
  • Slow progress on automating end-user support: Despite offering five levels of support, only 6% of tickets are resolved through self-service or intelligent automation, and over 50% are resolved with human phone contact.


• Sakon - Visionary
  

  Pros:

  • Expanded sourcing and logistics capabilities: Sakon has added direct integration with multinational VARs to meet customer requirements for device availability and to offer competitive pricing. It also addresses client willingness to procure devices through channels other than their mobile providers or directly from OEMs.
  • Growth outpacing the market: Sakon posted 35% YoY growth in total devices under management, reflecting its strategy of meeting the customer through its existing relationships with significant megavendors. These include resale through mobile service providers AT&T and Verizon, integration with IT service management (ITSM) platforms such as ServiceNow, and digital workplace through service providers such as Kyndryl.
  • Improved SLA and XLA strategy: Sakon has worked to upgrade its basic SLA environment with additional SLAs covering mobile help desk and inventory data quality, and by enhancing its capability to provide XLAs. The vendor now partners with the digital employee experience platform Nexthink for experience tracking that supports detection, diagnosis and proactive remediation of employee device issues affecting productivity and satisfaction.

  Cons:

  • Lags with customer-facing AI solutions: Less than 1% of Sakon help desk contacts are resolved by intelligent automation tools such as chatbots, virtual customer assistants (VCAs) or other nonhuman interactions, such as self-healing. However, the vendor's self-service portal does account for more than 87% of resolutions.
  • Heavy partner reliance: Sakon's business model remains highly reliant on partners for most services beyond financial and inventory management, fulfillment, and help desk. Clients must verify that they will have access to the vendor most aligned with their location and capability requirements.
  • Growth still predominantly in North America and Europe: Although Sakon credits its overall growth in midsize and large enterprises based in the U.S., the strategy has kept its devices under management highly concentrated (87.5%) in North America and Europe. Clients with deployments outside these regions must determine whether the vendor's owned or partner resources are available.


• Tangoe - Visionary
  

  Pros:

  • New pricing options: Tangoe has introduced a la carte pricing with different tiers of services to enable purchasing that is aligned to only what the customer needs. This is an improvement over the basic, less-flexible service bundles Tangoe offered previously.
  • Expanded market scope: Tangoe has expanded its go-to-market strategy to encompass midsize enterprises, primarily with Tangoe One service bundles focused on financial management, managed UEM and customer data analytics.
  • XLAs are more prevalent: Tangoe now provides XLAs for about half of its operational metrics, including customer satisfaction, first-call resolution, order fulfillment accuracy and realized savings as a percentage of the customer's annual spend.

  Cons:

  • Strong governance required for consistent operational quality: Tangoe has taken numerous steps to improve operational quality, such as doubling its staff that is devoted to help desk, mobile invoice processing, and fulfillment and logistics, as well as redesigning its quality assurance processes. Although the vendor reports improvements, feedback from Gartner clients indicates customers must have strong governance to ensure consistent service delivery.
  • Negligible growth outside North America and Europe: Because 96.5% of total devices under management are in North America and Europe, Tangoe reports zero in Middle East/Asia and only about 1% in Latin America.
  • Lags in help desk automation: Tangoe reports that all of its help desk problem resolution results from human contact — by phone, email or online chat. Although the percentage of issues resolved by live agents over the phone have declined by an estimated 11% YoY, intelligent automation resolutions remain unprioritized.


• Telefónica - Visionary
  

  Pros:

  • A consistent vision with growing vertical capabilities: Telefonica's vision is centered around vendor-agnostic, enhanced program management and digital transformation evolving its vertical propositions with sector evangelists. It is increasingly including 5G connectivity and ruggedized devices to enhance its vertical propositions.
  • Focus on data-driven decisions: Telefonica continues to expand and innovate on its focus for data-driven decisions, both for themselves in their interactions with their customers and for their customers to take more informed actions that are underpinned by data.
  • Expansion of SLA/XLA environment: Telefónica continues to innovate service-level agreements and has introduced choice of level — for instance, 45- or 15-second response times at the help desk. It also introduced new SLAs, such as percentage of tickets reopened. XLAs have already been launched in the U.K. through VMO2.

  Cons:

  • Geographic reliance on partners for consistent global MMS deployment: Telefónica's footprint focus remains Spain, the U.K., Germany, Brazil and LATAM. Clients with considerable geographic requirements outside of these markets should carefully review Telefónica's experience or proposal for delivering into such a footprint.
  • Variability in SLA adherence: Telefónica tracks and measures many data points, but for the standard SLA environment (time to close tickets), the performance is quite varied. Clients should request a track record that is relevant for their own specific use case.
  • Slow progress on automating end-user support: Despite offering five levels of support, only 6% of tickets are resolved through self-service or intelligent automation, and over 50% are resolved with human phone contact.


• Vodafone - Visionary
  

  Pros:

  • Focus on sustainability: Vodafone's sustainability strategy includes extended lifetime, trade-ins, 1-for-1 recycling of devices and 100% carbon offset. The strategy also enables reduced travel and supports process digitization, thereby reducing energy consumption through operational efficiencies.
  • Program management and process progress: A focus on improving operational quality through strengthening some of its internal processes has resulted in a 70% reduction in the time it takes to validate a customer order. Also, Vodafone has provided a 9% improvement in clean-order rates for customers, so orders don't transfer back and forth before they are accepted and can be processed further.
  • Compelling pricing structure and level: Vodafone has a relatively straightforward rate structure. Its core service includes multiple value-added services, ordering and provisioning portals, and its expense management reporting engine (VTR), which is free of charge. Other components are based on complexity and the resources required to manage the effort.

  Cons:

  • Innovation in managed mobility is focused on evolution: Within the managed mobility portfolio, Vodafone's view of innovation may have a disproportionate focus on enhancing existing propositions, indicating it may be more evolutionary. Although Vodafone runs multiple co-creation initiatives with clients and has demonstrated innovation in areas such as 5G and edge, clients looking for an innovative partner in mobility should be explicit in what they mean by "innovation."
  • No XLAs: Vodafone does not, nor does it intend to, offer any XLAs during 2023, because it does not believe these metrics are required based on feedback from its customers. However, Vodafone monitors customer experience through its service desk, quarterly service reviews and surveys. It has also introduced specific DLM customer forums in 2023. Vodafone uses these inputs for roadmaps and ensures continuous improvement to the customer experience.
  • No TEM partner: Although Vodafone works directly with customers to analyze and optimize the base and manage inventory, it relies on its own proprietary financial management capabilities, which are centered around its self-optimized tariff. This offer compares lightly with that of vendors with their own platform or even those reselling someone else's. This relates particularly to the inventory and associated cuts that can be made.


• Wipro - Visionary
  

  Pros:

  • Strong focus on automation: Wipro's investments in intelligent automation, self-healing and self-service have allowed it to resolve approximately 60% or more of service desk incidents. Less than 20% of service desk incidents required involvement from a live agent for resolution.
  • Continued focus on XLAs: Wipro continues to leverage its experience and track XLAs related to productivity, such as user downtime to experience, including speed to log on and CSAT and Net Promoter Score (NPS) for self-service.
  • Highest penetration with tablets: Among its base of devices under management, Wipro has the highest proportion of corporate-owned tablets compared with competing MMS providers in this research. Organizations that have a significant percentage of tablets among the base of mobile devices to be managed should note Wipro's expertise with tablets.

  Cons:

  • No self-operation: For organizations that value the procurement and logistics aspects of MMS highly, providers with self-operated depots may be more desirable given they have more control. Wipro is highly reliant on regional partners for the operation of the MMS depots. Therefore, enterprises with multiregional requirements should validate that the associated requirement (logistics and break/fix SLA targets) can be met consistently, if that is preferred.
  • Low adoption for expense management: Although Wipro offers telecom expense management as part of its MMS offering, the attachment rate for this service (23%) is lower than for most of its competitors' services, where the average is 45% (but more than half were above 75%).
  • No adoption in Latin America or Middle East and Africa: Wipro has an almost perfectly even distribution of its base of devices under management across North America, Europe and Asia/Pacific. However, Wipro has zero presence in LATAM and MEA. Organizations with operations in these two regions must confirm whether Wipro can deliver MMS services there.


• Cass Information Systems - Niche Player
  

  Pros:

  • Network monitoring to reduce support calls: Cass has added a hosted software solution for real-time monitoring of mobile and fixed wireless network activity, including cellular connectivity and edge networking such as point-of-sale devices. The vendor credits the insights, offered as an optional add-on to other MMS services, for its tenfold reduction in network-based trouble tickets.
  • APAC presence growing: Cass broadened its Asia/Pacific regional reach beyond its primary location in Singapore. It added partner facilities in Hong Kong and China, hiring a small number of Cass employees for in-region support in China and adding native language support for spoken and written Chinese and Japanese. Reflecting the additional capabilities, the vendor grew its total devices under management in APAC by 11% year over year (YoY).
  • Expanded DLM capabilities: Device life cycle management (DLM) is now available for frontline worker devices such as scanners, point-of-sale terminals and printers. Cass can also manage standard handheld mobile devices, including warranty and break/fix, depot pool management, staging, kitting, training, and end-of-life disposal. Cass has added partner facilities to support DLM in the U.S., Canada, the Netherlands, Ireland, Hong Kong and China.

  Cons:

  • Growth flat in LATAM: Although overall devices increased globally by a reported 14.5% YoY, they grew less than 1% in Latin America, and the region accounted for less than 3% of total devices under management. Clients with MMS requirements in Latin America should ensure that the vendor can meet their requirements in the region.
  • AI/automation lagging: Despite continued development of robotic process automation (RPA) or AI and machine learning-driven solutions for data extraction and analysis of carrier invoices, emails and customer chats, Cass indicated it still is not resolving any help desk tickets using intelligent automation.
  • Limited exposure to XLAs: Cass continues to develop XLAs based on data gathered from agreements measuring end-user and overall customer experiences with its mobile help desk. Clients should request details about how Cass' increasing use of XLAs aligns with their expectations regarding user experience.


• Honeywell Enterprise Mobility - Niche Player
  

  Pros:

  • Productivity enablement solution expansion: HEM has expanded its operational intelligence capabilities to include analytics of data generated by customer devices — including battery health, device usage, device drops and application crashes — to proactive identify measures intended to prevent downtime during frontline worker shifts.
  • Healthcare focus and compliance: HEM has launched an add-on service for configuring and certifying devices as compliant with the Health Insurance Portability and Accountability Act (HIPAA) data security and access control requirements for healthcare organizations, which supports a key vertical market strategy.
  • Broad global physical locations: HEM has 84 global service locations, consisting of depot and on-site repair services handling both Honeywell and competitor field service devices, as well as iOS and Android phones and tablets. HEM utilizes its own facilities in all regions except Europe, where it partners with CTDI to provide those services.

  Cons:

  • Trailing the market's growth: Total devices under management grew by about 1.9%, compared with the average estimated growth of 6.8% for devices across all vendors in this Magic Quadrant. Gartner noted HEM trailed the market's growth in the previous Magic Quadrant as well, which means the company may be at risk of not generating sufficient revenue to invest in its innovation and product strategies.
  • Heavily weighted focus toward frontline devices: HEM business remains heavily weighted in ruggedized frontline worker devices, which account for about 95.4% of all devices under management. Customers focused on mainstream mobile investments must ensure the vendor can effectively deliver services for general use cases.
  • Monitor geographic diversity: About 87% of HEM's reported devices under management were in North America and Europe. Customers requiring management or device life cycle services in Latin America and EMEA, which together accounted for 5.3% of HEM's devices under management, must determine whether the vendor's owned or partner resources are available in regions of interest.


• Mobility MEA - Niche Player
  

  Pros:

  • Improved sourcing and logistics capabilities: Mobility MEA has improved logistics, particularly for remote workers. It has added advance replacements, reverse logistics to and from end-user homes, and a guaranteed buyback program for smartphones and tablets.
  • Growing focus on Asia/Pacific: Mobility MEA has a stronger focus on Asia/Pacific than the average provider positioned in this research. It has placed a third of its resources in APAC, even though, currently, less than 10% of its managed devices are located in the region.
  • High levels of automation and adoption of service desk: Mobility MEA resolves less than 5% of its tickets via live agents on the phone and more than 70% of tickets via intelligent automation and the self-service portal.

  Cons:

  • No XLAs: Mobility MEA does not currently have any XLAs, but relies on SLAs for operational performance. Informally, however, it is investing resources to ensure end users are productive and satisfied.
  • Fragmented depot network: Mobility MEA does not have any depots of its own, but relies on a fragmented landscape of regional partners. Clients with multiregional requirements should carefully review the vendor's operational consistency.
  • Low focus on expense management solutions: Mobility MEA delivers financial management services, for which it relies on partners, to less than 10% of its managed base. Clients with considerable financial management requirements should ensure Mobility MEA's roadmap and capabilities are aligned with their needs.


• One Source - Niche Player
  

  Pros:

  • Broad adoption of the complete MMS offering: One Source, more than many competing MMS providers, has more than 65% penetration on procurement and logistics, expense management, and project management. Additionally, One Source has more than 40% adoption on mobile security management and UEM. This adoption profile is favorable for organizations seeking one vendor for all the relevant core MMS services.
  • Customer experience and implementation quality: One Source has received above-average feedback from Gartner clients on responsiveness during the sales, negotiation and implementation phase, as well as for delivering projects on time and on budget while meeting quality expectations.
  • Consistency in high-level attainment of SLAs: One Source maintains consistently high operational performance, as evidenced through its SLA track record. The XLA environment is based on surveys, with the expectation to have these represent 35% of operational targets in 2023.

  Cons:

  • Exclusively direct sales: One Source's go-to-market approach is to sell only directly. This approach may allow a vendor to more closely control the customer experience, but in the MMS market, it may limit the ability of the provider to scale quickly if market demand requires it.
  • U.S.-centric: A significant portion (74%) of One Source's base of managed devices resides in the U.S. All of its sales and support resources, as well as core systems, are based in the U.S., as are its service depots. Support is provided only in English and Spanish, limiting One Source's reach with organizations that have operations in non-English/Spanish-speaking countries. Having all MMS data reside in the U.S. may also be a limiting factor for the public sector and highly regulated organizations.
  • One Source has limited appetite for basic, cost-savings-driven MMS engagements: Its focus is on complex operational and/or technical deals that often also extend outside of the basic MMS remit. Potential clients should ensure One Source's focus areas are aligned with that of their priorities and requirements.

Reference

• Gartner, Magic Quadrant for Managed Mobility Services, Global, 31 July 2023, ID G00772138

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