Total Cost of Ownership Models Enterprise and Government Mobility Applications Mobile and Wireless...

Total Cost of Ownership ModelsEnterprise and Government Mobility Applications

Mobile and Wireless PracticeJosh Martin, Sr. AnalystDavid Krebs, Practice Director

2 – 2009 VDC Research Group, Inc.Mobile and Wireless Practice

Table of Contents

Executive Summary

Research Scope and Methodology

Survey Demographics

Mobile Device Total Cost of Ownership

Mobile Device Total Cost of Ownership: Vertical Market Analyses Field Mobility Healthcare Services Public Safety Retail Services Transportation Industrial/Warehouse

Summary Observations

Appendices: About VDC Research Ways to work with us Licensing terms and conditions

Executive Summary

• Ruggedized devices – both large and small form factor – achieve a distinct TCO advantage in the core markets and applications under study. The average annual TCO of a ruggedized small form factor device (HH/PDA) is $2,355. This is 34% lower than the average annual TCO of a non-rugged small form factor device.

• The average annual TCO of a ruggedized large form factor device (notebook/tablet) is $2,814. This is 59% lower than the average annual TCO of a non-rugged large form factor device.

• The leading sources of failure included hard drives (for large form factors), displays and keyboards. In addition, faulty software and unauthorized changes (by end users) to device settings were frequently cited as sources of failure. Average failure rates for rugged small form factor devices was 7.9% and 13.7% for non-rugged small form factor devices. Average failure rates for rugged large form factor devices was 4.6% and 16.6% for non-rugged large form factor devices.

• Failure rates of non-rugged devices have trended downward over the past couple of years as device vendors focused increasingly on device durability. However, the recent economic recession drove organizations to extend the life cycles of their mobile devices and also drove adoption of lower end devices (such as netbooks). Both factors contributed significantly to an upswing in average failure rates of mobile devices.

• Lost productivity – as a result of mobile device failure – was a leading contributor to TCO . On average mobile workers lost 50-80 minutes of productivity when their mobile device failed. Productivity loss represented as much as 41% of a mobile device’s TCO.


Ruggedized mobile computers continue to enjoy a TCO advantage in certain applications


Rugged vs. Commercial Grade TCO

Large Form Factor - Commercial

Grade

Large Form Factor - Rugged

Small Form Factor - Commercial

Grade

Small Form Factor - Rugged

0.00

5,000.00

10,000.00

15,000.00

20,000.00

25,000.00

30,000.00

35,000.00

40,000.00

45,000.00

$3

4,7

88

$1

4,0

71

$1

7,8

41

$1

1,7

78

$6,9

58

$2,8

14

$3,5

68

$2,3

56

Annual & Five Year TCO (in USD) • Annual and five year TCO of mobile devices varies considerably by form factor and level of ruggedness.

• For the applications under evaluation – typically mission critical applications involving frontline workers – rugged solutions had a more favorable TCO in comparison to commercial grade solutions with similar form factors

• Ruggedized mobile computer TCO was more favorable than commercial grade TCO by a considerable percentage:

• Small Form Factor: 34% premium• Large Form Factor: 59% premium

TCO is highest for commercial grade large form factor solutions


For your most recent mobile device deployment, what percent of your installed base failed at least once?


Average Mobile Device Failure Rates


Grade



Grade


0.0%

2.0%

4.0%

6.0%

8.0%

10.0%

12.0%

14.0%

16.0%

18.0%

16.6%

4.6%

13.7%

7.9%

• Average Annual Failure Incidence (of devices failing at least once)

• Rugged Large Form Factor: 3.9

• Commercial Grade Large Form Factor: 5.6

• Rugged Small Form Factor: 4.6

• Commercial Grade Small Form Factor: 5.8

• Over the course of the past 2-3 years average failure rates – especially for non-rugged devices – have trended down.• This was largely in response to the increased

focus on designing more durable devices (integration of flash memory was a key contributor).

• However, in response to the recent economic pressures, end users have extended the life cycle of mobile devices and adopted less expensive solutions (such as netbooks) resulting in an increase in failure rates.

After trending down, failure rates are again increasing

Large Form Factor - Commercial Grade


Small Form Factor - Commercial Grade


$0.00 $10,000.00 $20,000.00 $30,000.00 $40,000.00 $50,000.00

Hard Costs

IT Support

Productivity Loss

Total Cost of Ownership (Five Years)

27.3%

40.8%

29.2%

49.8%


TCO Cost Breakdown

Productivity Loss as a Percent of TCO

Productivity loss represents a significant proportion of TCO – especially for non-rugged units

Five Year TCO by Form Factor and Key Contributor


Table of Contents

Executive Summary


Survey Demographics





8 – 2009 VDC Research Group, Inc.Mobile & Wireless Practice

VDC Research Methodologies

Target Communities Sample Size

Enterprise and Government Mobility End Users – Mobile Devices

362

Enterprise and Government Mobility End Users – Mobile Device Management Software

383

Enterprise and Government Mobility End Users – Mobile Printers

111

TOTAL END USER SURVEYS 856

• The following programs constituted the core of our primary data collection efforts.

• Review of survey tools with research sponsors

• Structured Web surveys were conducted with key enterprise and government mobility solution decision makers at organizations in the following sectors:

Healthcare Services Industrial/ Manufacturing Transportation Public Safety Utilities Telecommunications Retail Services Professional Services

Enterprise and Government Mobility End User Research



• VDC also incorporated extensive secondary research to further develop and substantiate our findings, including: Analysis of Financial Reporting – For all the suppliers whose stock is publicly traded, VDC obtained and

analyzed statements of quarterly earnings, 10Ks, 10Qs, annual reports, financial analysts’ reports and rating agency reports. In the case of privately held corporations, VDC obtained and analyzed D&B reports as well as financial information from other sources.

Internet – VDC thoroughly probed the corporate Web sites of all of the target vendors and extracted all relevant information. VDC analysts registered with all applicable company “consultant/analyst” programs to access information not available to the non-business community.

Trade Press Search & Analysis – VDC conducted a detailed search and analysis of the product-related trade press. The information was used to provide context for our research and findings.

Other Sources – Industry associations, standards bodies, independent consultancies, academic institutions, government agencies, resellers and end-users and consortiums.

Enterprise Mobility Secondary Research



Hard Costs

Hardware• Mobile Platforms• Peripherals

Software• Upfront Fees• License Fees• Development Costs

System Design and Integration• Application Design and

Development• System Integration• Staging

Soft Costs

Training• Initial User Training• On-going User Training

Operational• System Maintenance• 3rd Party Technical Support• Internal Technical Support• Upgrades• Application Management

Downtime• Lost Manpower/Wages• Lost Revenues• HW Replacement

TCO Models


Handheld/ PDA

Notebook/ Convertible

Slate Tablet

Vehicle Mounted

UMPC

WearableA

mer

icas E

ME

A

Vertical Markets

Regional Markets

Mobile Computer Form Factors

Asi

a-P

acif

ic

Govern

men

t

Man

ufact

uring

Utiliti

es/ T

elco

Tran

sporta

tion

Retai

lHea

lth C

are

Prof.

Servi

ceEduca

tion

VDC Research MethodologiesGovernment and Enterprise Mobility Research Scope


Table of Contents

Executive Summary


Survey Demographics





Considering your organization's most recent mobile deployment, what level of benefits has your organization achieved?

Improved real time decision making

Increased first time fix

Reduced operating

costs

0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0%


Tangible Mobile Investment Benefits Realized

End users reporting substantial improvements in a variety of workflows, processes, customer service and revenues as a result of mobile solution investments.

Mobile solution ROI and technology investment drivers are consistently strong

Rate the following mobility issues or concerns in terms of their level of importance to your firm

(1=Extremely unimportant; 6=Extremely important)

Supporting dual mode devices (work and personal use)

Clear mobile asset and software inventory management

Reducing support costs

0.0 1.0 2.0 3.0 4.0 5.0 6.0


Leading Mobility Investment ConcernsMinimizing device downtime is a top of mind issue for organizations

Managing the TCO of mobile device deployments is a consistent ‘top of mind’ issue for organizations deploying mobile solutions.



0%

5%

10%

15%

20%

25%

30%

35%

Industry Representation

Cross Section of Industries RepresentedTCO research targeted mobile workers across a variety of industries

• The research was designed to achieve a representative sample across industries with the higher proportion of mobile workers and strongest investments in mobility solutions

• Research targeted mobile and wireless purchase system specification decision makers



Noteb

ooks

Smar

tpho

ne

Rugge

d ha

ndhe

ld/PDA

Rugge

d Not

eboo

ks

Handh

eld c

ompu

ters

Slate

Tablet

s

Netbo

oks

UMPCs

0%

5%

10%

15%

20%

25%

30%

35%

Primary Device Form Factor for Most Recent Deployment

…and Device Types DeployedA cross section of device form factors evaluated in TCO models

Total units deployed: 274,445

• Survey sample represented an installed base of 274,445 devices for their most recent deployed devices

• Level of ruggedness of small form factor deployments:

• Fully rugged: 34.8%

• Semi rugged: 56.5%

• Durable: 8.7%

• Level of ruggedness of large form factor deployments:

• Fully rugged: 30.6%

• Semi rugged: 41.7%

• Durable: 27.8%

For your most recent mobile deployment, what is the primary environment within which the mobile computers are deployed/ operated?

Large Form Factor -

Commercial Grade


Small Form Factor -

Commecial Grade


Total0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Corporate/Carpeted Facility Healthcare/Hospital Warehouse/DC/Port/Yard

Retail Store Field - Mounted in Vehicle Field - Non-mounted

Manufacturing Shop Floor Restaurant/ Hospitality Other


…and usage environments

• Clearly a high correlation exists between primary use environments and the device form factor and level of ruggedness deployment

• To drive the most accurate TCO analysis – and comparative analysis – VDC only compared similar environments and applications.

Environment dictates device type and ruggedness


What extreme environmental conditions are your mobile devices frequently or occasionally exposed to?


… and Environmental Conditions

Temperature (heat/cold)

Dust/Particulates

Humidty

Vibration

Water/Rain

Altitude

Salt fog

Other

0% 5% 10% 15% 20% 25% 30%

• End users are exposing the mobile devices to a wide variety of inclement conditions

• Mapping these conditions to identify the appropriate device is a critical step to minimize field-based device failure

• However – when analyzing failure rates and causes – this step is clearly often overlooked leading to higher than average TCOs.

• Even with rugged devices the wrong device is frequently selected. In response to the recent economic recession many end users have ‘traded down’ in terms of the level of ruggedness selected.

• As a result end users are experiencing higher than average failure rates for certain rugged devices.

Mapping environment and user requirements key to mobile device selection


Please specify the following wireless communications functionality for these mobile computers.

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Integrated Plug-In None


Wireless Technologies Advance Mobile ROI

Bluetooth WLAN/WiFi WWAN GPS

Variety of wireless technologies leveraged to support mobile applications

• Interoperability requirements are driving requirement for new system developments.

• Traction of WWAN a function of application and environment. However, adoption of embedded WWAN solution in notebooks is lower than expected.

• Key applications on mobile solutions include reporting, resource access, GPS location-based services, sensor, information access, video, text messaging, voice mail/multi-media voice mail.

• Use of plug-in wireless cards or USB dongles is popular – especially with many notebook applications. However, these continue to represent a leading source of failure.


Regarding WWAN requirements, how important is 3G functionality?


3G remains moderately critical…for now

Mission critical Nice to have No need Unsure/Don't know0%

10%

20%

30%

40%

50%

60%

70%

80%

Large Form Factor - Commercial Grade Large Form Factor RuggedSmall Form Factor - Commercial Grade Small Form Factor RuggedTotal

3G coverage expected to reach critical mass in 2010

• Many enterprise and government mobility applications have limited bandwidth requirements, thus lessening the need for more advanced technologies (such as 3G, 3.5G, 4G, etc.)

• However, as applications evolve and become more complex – for example the increased use of digital video in public safety – demand for improved wireless bandwidth and throughput is expected to grow.

• Moreover, broader market adoption – and coverage – poof 3G services is expected to reach critical mass in 2010/11 which should drive down prices.


Please specify the following Input/output functionality requirements for your most recent mobile deployment


Mobile Solution I/O Requirements Vary

Camera 2D Imager Laser Scanner Mobile Printer Credit Card Swiper

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Integrated Plug-In/Tethered None

Automating I/O capabilities is key to mobile solution ROI

• To support leading and emerging mobile applications, end users require a variety of I/O technologies, ranging from bar code scanners and imagers to credit card swipers and mobile printers.

• Managing these I/O solutions appropriately can significant improve the TCO of the final solution.

• In other words, while I/O solutions are frequently thought of as a ‘dumb accessory’ they frequently represent a key source of failure.

• It is imperative that end users apply the same rigorous requirements to I/O accessories (especially if plug-in or tethered) as they do to mobile device selection.


Approach to I/O solution integration


Approach to I/O Solution Integration

Large Form Factor -

Commercial Grade

Large Form Factor Rugged

Small Form Factor -

Commercial Grade

Small Form Factor Rugged

Total-10%

0%

10%

20%

30%

40%

50%

60%

70%

Using available output drivers Using third party output device management software

Application customization Don't know

Integration of I/O solutions can be cost and time intensive process

• Organizations take varied approached to I/O integration including the use of available drivers to more custom application development solutions.

• Typically, the need for more customized solutions is higher with small form factor applications.


Table of Contents

Executive Summary


Survey Demographics





Executive Summary







Ruggedized mobile computers continue to enjoy a TCO advantage in certain applications




Grade



Grade


0.00

5,000.00

10,000.00

15,000.00

20,000.00

25,000.00

30,000.00

35,000.00

40,000.00

45,000.00

$3

4,7

88

$1

4,0

71

$1

7,8

41

$1

1,7

78

$6,9

58

$2,8

14

$3,5

68

$2,3

56

Annual & Five Year TCO (in USD) • Annual and five year TCO of mobile devices varies considerably by form factor and level of ruggedness.




TCO is highest for commercial grade large form factor solutions


Deployment Cost Breakdown: Hard Costs

AGGREGATE FIVE YEAR COSTS

Large Form Factor – Commercial Grade

Large Form Factor – Rugged

Small Form Factor – Commercial Grade


Mobile Hardware $1500.30 $3406.25 $875.00 $2187.50

Peripherals & Accessories

$333.40 $812.50 $125.00 $250.00

Software $726.81 $545.00 $175.00 $187.50

Services $443.42 $332.50 $467.50 $359.38

Warranty $456.76 $250.00 $137.50 $250.00

TOTAL HARD COSTS $3460.69 $5296.25 $1,780.00 $3,234.38

Replacement cycle assumptions:Large form factor – commercial grade: 3 YearsLarge form factor – rugged:4.5 YearsSmall form factor – commercial grade: 2.5 YearsSmall form factor – rugged: 4.5 Years

Hard costs include a variety of hardware, software and service costs


Deployment Cost Breakdown: Soft Costs






Productivity Loss from HW Failure

$14,001.12 $4107.10 $7,273.20 $3,218.16

IT Support Costs & Replacement Costs

$17,326.39 $4,668.11 $8,787.36 $5,325.40

TOTAL SOFT COSTS $31,327.51 $8,775.21 $16,060.56 $8,543.56

Core assumptions:Large form factor – commercial grade failure (Y1): 16.6%Large form factor – rugged failure (Y1): 4.6%Small form factor – commercial grade failure (Y1): 13.7%Small form factor – rugged failure (Y1): 7.9%

Cost of lost productivity and IT support tied directly to device failure rates






Grade



Grade


0.0%

2.0%

4.0%

6.0%

8.0%

10.0%

12.0%

14.0%

16.0%

18.0%

16.6%

4.6%

13.7%

7.9%














$0.00 $10,000.00 $20,000.00 $30,000.00 $40,000.00 $50,000.00

Hard Costs

IT Support

Productivity Loss


27.3%

40.8%

29.2%

49.8%


TCO Cost Breakdown




30 – VDC Research Group, Inc.

Large Form Factor - Commercial Grade Large Form Factor - Rugged0

10

20

30

40

50

60

70

80

90

100

-4%

0%

4%

8%

12%

16%

20%

24%

90 87

16.6%

4.6%

Lo

st P

rod

uct

ivity

with

ea

ch D

evi

ce F

ailu

re

(min

ute

s)

Ave

rag

e F

ailu

re R

ate

of M

ost R

ece

nt

De

plo

yme

nt (Y

ea

r 1)

Rate of failures and resulting impact on productivity from each failure are significantly higher for commercial grade offerings. Each percentage point increased in failure results in

almost 5% increase in device TCO.

Failures and Lost Productivity: Large Form FactorRugged vs. Non-Rugged TCO Analysis


Small Form Factor - Commercial Grade Small Form Factor - Rugged0

10

20

30

40

50

60

70

80

0%

4%

8%

12%

16%

20%

76

5313.7%

7.9%

Lo

st P

rod

uct

ivity

with

ea

ch D

evi

ce F

ailu

re

(min

ute

s)

Ave

rag

e F

ailu

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ate

of M

ost R

ece

nt

De

plo

yme

nt (Y

ea

r 1)

Rate of failures and impact on productivity from each failure are significantly higher for commercial grade offerings. Each percentage point increased in failure results in

a 6% increase in device TCO.

Failures and Lost Productivity: Small Form FactorRugged vs. Non-Rugged TCO Analysis


TCO Analysis

1st Year 2nd Year 3rd Year 4th Year 5th Year0%

25%

50%

75%

100%

125%

Volume of Devices Replaced by Year (from initial year of deployment)

Non-Rugged Mobile Computers Rugged Mobile Computers

Over 60% difference in units replaced by third year

While non-rugged mobile solutions typically have lower adoption costs, for many applications, they represent a much smaller percentage of TCO in comparison to rugged solutions.

Mobile replacement cycles vary widely by platform

What factors, if any, would convince your form to accelerate your mobile hardware replacement cycle?

Attractive trade-in value

Hardware is problematic

Application deployment cost reduction

Technological obsolescence of legacy system

Desire to switch suppliers

Prospect of more attractive TCO/ROI

Other

0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0%


Factors Accelerating Mobile Device ReplacementTrade-in value is a key consideration for end users timing device upgrade

• Over the past 18 months average replacement cycles have increased as end users have extended the life-cycle of existing solutions in response to economic pressures

• Entering 2010, pent up demand and recent mobile OS releases could contribute to an resurgence in mobile device upgrades/ replacements

• One factor that is critical to end users – and could drive them to accelerate this upgrade cycle – is the trade in value of their existing solutions

• This will generally benefit rugged solutions more as there exists an active refurb market for these mobile devices

Leading hardware related sources of device failure

Hard drive

Keyboard/keypad

Display

Plug-in wireless card

Peripheral/accessory

Media drive

Embedded wireless radios

Others

0.0% 10.0% 20.0% 30.0%

Large Form Factor - Rugged Large Form Factor - Commercial Grade


Leading Sources of Failure: Large Form FactorSome change in the leading sources of device failure

• Hard drive, display and keypad are the leading sources of device failure for large form factor solutions

• Although the adoption of flash memory remains limited, it will clearly address many of the hard drive failure concerns

• Peripherals – which frequently are not selected with the same level of rigor as mobile devices – continue to be a significant source of failure for mobile solutions.

• This is more of an issue with rugged solutions which tend to be coupled with more peripherals

Leading hardware related sources of device failure?

Display

Keyboard/keypad

Embedded wireless radios

Peripheral/accessory

Plug-in wireless card

Others

0.0% 10.0% 20.0% 30.0% 40.0%

Small Form Factor - Rugged Small Form Factor - Commercial Grade


Leading Sources of Failure: Small Form FactorSome change in the leading sources of device failure

• For small form factor solutions the key sources of vulnerability are the display and the keyboard

• In addition, wireless radio failure is beginning to show up with increasing frequency. This is often more of a software as opposed to hardware issue.

• As with large form factor solutions, peripherals are a key issue – especially for application supported by rugged devices.

• Peripherals – such as mobile printers – are frequently not selected with the same level of ruggedness as the mobile device which can cause issues.

Leading causes of mobile device failure?(criteria ranked as a ‘top three’ source of failure)

Dropping device

Software issues

Dust exposure

Excessive temperature exposure

Excessive vibration exposure

Water/liquid exposure

Intentional damage

EMI exposure

Others

0.0% 10.0% 20.0% 30.0% 40.0%




Leading Causes of Failure: Large Form FactorSoftware is second leading cause of failure, behind only dropping the device

• Not surprisingly dropping the device was the single most frequently cited cause for device failure

• Software (application; OS; utilities; etc.) was cited as the second leading issue. The use of device management software to help remotely diagnose and fix these issues have greatly reduced their impact on TCO.

• The fact that the leading causes of failure did not differ substantially between rugged and non-rugged solutions suggests that end users are frequently not adopting the device with the most appropriate level of ruggedness (i.e. deploying a semi-rugged device for an application that requires a fully rugged unit).

Leading causes of mobile device failure?(criteria ranked as a ‘top three’ source of failure)

Dropping device

Water/liquid exposure

Software issues

Excessive temperature exposure

Dust exposure

Intentional damage

Excessive vibration exposure

EMI exposure

Others

0.0% 10.0% 20.0% 30.0% 40.0%




Leading Causes of Failure: Small Form FactorDropping device and liquid exposure are key causes of failure

• Similar to large form factor devices, dropping the device was the leading cause of failure for small form factor solutions.

• In addition water exposure – especially for non-rugged devices – was a critical issue.

• Software failure was equally significant between rugged and commercial grade solutions. The use of device management software to help remotely diagnose and fix these issues have greatly reduced their impact on TCO.

Location/Approach to Fixing Failed Devices

Fixed remotely

Fixed by end user

Fixed in third party service depot

Unsure/don't know

0.0% 10.0% 20.0% 30.0% 40.0% 50.0%




Approach to Fixing Failed DevicesMost devices sent to service depot for repair

Ability to address failure remotely in the field can greatly enhance device TCO. This is mostly relevant for software related failures.

Device Failure Consequences (percent of units)

No trouble found

Covered by warranty

Unit replacement

0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0%




Device Failure Consequences‘No trouble found’ is consequence in approximately 10% of failure incidences

The ability to appropriately diagnose the issue (in real time before sending to a depot) can greatly reduce ‘no trouble founds’. Will also lessen requirement for replacement units.

Mobile Worker Productivity Loss Following Device Failure(in minutes)


Mobile Worker Productivity Loss

0.00

10.00

20.00

30.00

40.00

50.00

60.00

70.00

80.00

90.00

100.00

90.00 87.00 76.00

53.00

Substantial productivity loss as a result of device failure

Mobile workers can lose up to 90 minutes of productivity as a result of device failure.

Average Internal Device Fix/Repair Time(in minutes)


Time Spent to Fix Failed Mobile Device

0.00

20.00

40.00

60.00

80.00

100.00

120.00

108.00 95.00

68.00 65.00

Internal mobile administrator and helpdesk support requirements substantial

Internal support (helpdesk or mobile admin) can take up to 108 minutes per device failure.


Table of Contents

Executive Summary


Survey Demographics


Mobile Device Total Cost of Ownership: Vertical Market Analyses Field Mobility Healthcare Services Public Safety Retail Services Transportation Industrial/ Warehouse



Executive Summary


• The average annual TCO of a ruggedized large form factor device (notebook/tablet) is $3,423 This is 53% lower than the average annual TCO of a non-rugged large form factor device.

• The leading sources of failure included hard drives (for large form factors) are displays and keyboards. In addition, faulty software and unauthorized changes (by end users) to device settings were frequently cited as sources of failure. Average failure rates for rugged small form factor devices was 8.5% and 16.7% for non-rugged small form factor devices. Average failure rates for rugged large form factor devices was 6.5% and 17.5%for non-rugged large form factor devices.




Ruggedized mobile computers have a TCO advantage in many field mobility applications

44 – 2009 VDC Research Group, Inc. Mobile and Wireless Practice

Although standard messaging and workforce management applications remain key, the number of field service applications supported continues to grow – on average organizations support over 4 unique apps.

Mobile Application Opportunities: Field MobilityGreater variety of applications supported

Maintenance / Repair / Diagnostics

Location Based Services

Work Order Automation

Workforce Management

Asset Management

Dispatch Management / Scheduling

Facilities Management

Mobile POS/ Mobile Electronic Payment

Surveying

Meter Reading

Surveillance / Inspection

Spare Parts Logistics

0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00%

Leading Field Mobility Applications

FIELD MOBILITY




Grade



Grade


0.00

5,000.00

10,000.00

15,000.00

20,000.00

25,000.00

30,000.00

35,000.00

40,000.00

45,000.00

$3

6,6

48

$1

7,1

13

$2

6,1

76

$1

4,9

39

$7,3

30

$3,4

23

$5,2

35

$2,9

88

Annual & Five Year TCO (in USD)

FIELD MOBILITY

• Annual and five year TCO of mobile devices varies considerably by form factor and level of ruggedness.



• Small Form Factor: 57% premium• Large Form Factor:47% premium








Mobile Hardware $ 1,642.00 $ 3,906.25 $ 875.00 $ 2,262.50

Peripherals & Accessories $ 391.75 $ 893.75 $ 125.00 $ 292.50

Software $ 726.81 $ 545.00 $ 175.00 $ 233.75

Services $ 496.77 $ 372.50 $ 467.50 $ 402.50

Warranty $ 333.40 $ 250.00 $ 137.50 $ 262.50

TOTAL HARD COSTS $ 3,590.72 $ 5,917.50 $ 1,780.00 $ 3,453.75


FIELD MOBILITY









$15,049.78 $4,762.46 $13,678.63 $5,718.24


$18,027.65 $6,432.99 $10,717.06 $5,766.79

TOTAL SOFT COSTS $36,648.14 $11,195.46 $26,175.69 $11,485.03


FIELD MOBILITY






Grade



Grade


0.0%

2.0%

4.0%

6.0%

8.0%

10.0%

12.0%

14.0%

16.0%

18.0%

20.0%

17.5%

6.5%

16.7%

8.5%










FIELD MOBILITY

Hard Costs as Percent of TCO




Grade



Grade


0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

40.0%

9.8%

34.6%

6.8%

23.1%

FIELD MOBILITY

• A significantly greater percent of TCO is accounted for by upfront ‘hard’ costs for rugged solutions as opposed to non-rugged solutions

• End users – especially recently – are dissuaded by the high upfront costs of rugged mobile solutions. However, what is frequently unclear to them is the significant costs associated with deploying the wrong device for a particular application.

• Moreover, only 23% of respondents conducted a thorough TCO analysis in support of their most recent mobile device deployment





$0.00 $10,000.00 $20,000.00 $30,000.00 $40,000.00 $50,000.00

Hard CostsIT SupportProductivity Loss


38.9%

52.5%

28.1%

41.2%


TCO Cost Breakdown


FIELD MOBILITY





10

20

30

40

50

60

70

80

90

100

-4%

0%

4%

8%

12%

16%

20%

24%

94

7617.5%

6.5%

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an over 4% increase in device TCO.

Failures and Lost Productivity: Large Form FactorRugged vs. Non-Rugged TCO Analysis

FIELD MOBILITY



20

40

60

80

100

120

0%

4%

8%

12%

16%

20%

101

76

16.7%

8.5%

Lo

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an over 5% increase in device TCO.

Failures and Lost Productivity: Small Form FactorRugged vs. Non-Rugged TCO Analysis

FIELD MOBILITY


Table of Contents

Executive Summary


Survey Demographics





Executive Summary







Ruggedized mobile computers have a TCO advantage in many health care applications


Increased investment in EHR solutions is driving greater variety of healthcare service applications.

Mobile Application Opportunities: Healthcare ServicesGreater variety of applications supported

Asset Management

Wireless Email

Charting

Remote Physician Information Access

Charge Capture

E-prescribing

Home care

Patient Check-In/Out


Patient Care Reporting from an Emergency Services Vehicle

In-home patient monitoring

Laboratory Management

0.0% 20.0% 40.0% 60.0% 80.0% 100.0%

Leading Healthcare Service Applications

HEALTH CARE SERVICES




Grade



Grade


0.00

5,000.00

10,000.00

15,000.00

20,000.00

25,000.00

30,000.00

35,000.00

40,000.00

45,000.00

$2

6,6

84

$1

6,0

14

$1

7,8

41

$1

2,0

14

$5,3

37

$3,2

03

$3,5

68

$2,4

03














Mobile Hardware $ 1,708.68 $ 3,031.25 $ 820.00 $ 1,956.25


Software $ 811.83 $ 608.75 $ 162.50 $ 247.50

Services $ 666.80 $ 500.00 $ 402.50 $ 370.00

Warranty $ 291.73 $ 218.75 $ 145.00 $ 256.25

TOTAL HARD COSTS $ 3,958.29 $ 4,674.38 $ 1,662.50 $ 3,140.00











$11,172.10 $5,390.02 $12,344.64 $4,466.45


$11,553.58 $5,949.28 $9,029.72 $4407.94

TOTAL SOFT COSTS $26,683.97 $11,339.29 $23,036.86 $12,014.39








Grade



Grade


0.0%

2.0%

4.0%

6.0%

8.0%

10.0%

12.0%

14.0%

16.0%

18.0%

13.9%

7.6%

15.7%

7.4%















Grade



Grade


0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

40.0%

14.8%

29.2%

7.2%

26.1%









$0.00 $10,000.00 $20,000.00 $30,000.00 $40,000.00 $50,000.00



37.6%

40.8%

33.9%

42.1%


TCO Cost Breakdown






10

20

30

40

50

60

70

80

90

100

-4%

0%

4%

8%

12%

16%

20%

24%

78

6713.9%

7.6%

Lo

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Each percentage point increased in failure results in a 5% increase in device TCO.

Failures and Lost Productivity: Large Form FactorRate of failures are significantly higher for commercial grade offerings.




10

20

30

40

50

60

70

80

90

100

0%

4%

8%

12%

16%

20%

88

63

15.7%

7.4%

Lo

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Each percentage point increased in failure results in a 5.5% increase in device TCO.

Failures and Lost Productivity: Small Form FactorRate of failures are significantly higher for commercial grade offerings.



Table of Contents

Executive Summary


Survey Demographics





Executive Summary







Ruggedized mobile computers have a TCO advantage in many public safety applications


Mobile public safety applications increasingly sophisticated and include a combination of graphics-intensive GIS solutions with large scale records management systems. In addition new security ID mandates – such as TWICs, ICAO and others –

is driving demand for new I/O functionality.

Mobile Application Opportunities: Public SafetyCAD and RMS applications remain critical…however, next gen security requirements growing


Surveillance / Inspection

Wireless Email


Ticketing / Citations

Command & Control / Communications

Crime Scene Imaging/Investigation

Asset Management



Maintenance / Repair / Diagnostics

0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0%

Leading Field Mobility Applications

PUBLIC SAFETY




Grade



Grade


0.00

5,000.00

10,000.00

15,000.00

20,000.00

25,000.00

30,000.00

35,000.00

40,000.00

45,000.00

$2

9,4

91

$1

7,1

18

$1

7,8

41

$1

3,8

87

$5,8

98

$3,4

24

$3,5

68

$2,7

77


PUBLIC SAFETY












Mobile Hardware $ 1,900.38 $ 4,193.75 $ 1,027.50 $ 2,275.00


Software $ 656.80 $ 658.75 $ 195.00 $ 513.75

Services $ 685.14 $ 532.50 $ 387.50 $ 371.25

Warranty $ 341.74 $ 352.50 $ 160.00 $ 255.00

TOTAL HARD COSTS $ 4,224.18 $ 6,660.75 $ 1,932.50 $ 3,895.00


PUBLIC SAFETY









$13,099.78 $5,310.24 $10,434.60 $4,343.33


$12,167.08 $5,147.10 $12,384.56 $5,648.25

TOTAL SOFT COSTS $25,266.86 $10,457.34 $22,819.15 $9,991.57


PUBLIC SAFETY






Grade



Grade


0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

16.5%

6.4%

19.4%

7.6%














Grade



Grade


0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

14.3%

38.9%

7.8%

28.0%

PUBLIC SAFETY








$0.00 $10,000.00 $20,000.00 $30,000.00 $40,000.00 $50,000.00



31.8%

40.8%

31.4%

44.8%


TCO Cost Breakdown


PUBLIC SAFETY




10

20

30

40

50

60

70

80

90

100

-4%

0%

4%

8%

12%

16%

20%

24%

9692

16.5%

6.4%

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Failures and Lost Productivity: Large Form Factor

PUBLIC SAFETY

Rate of failures are significantly higher for commercial grade offerings.



72

74

76

0%

4%

8%

12%

16%

20%

24%

75

72

19.4%

7.6%

Lo

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Failures and Lost Productivity: Small Form Factor

PUBLIC SAFETY



Table of Contents

Executive Summary


Survey Demographics





Executive Summary







Ruggedized mobile computers have a TCO advantage in many retail service applications


Material management applications remain central to mobile retail solutions. However, increasing focus moving forward on customer facing applications.

Mobile Application Opportunities: Retail ServicesGreater variety of applications supported

Asset Management

Inventory/Warehouse Management

Shipping & Receiving

Merchandising

Direct Store Delivery (DSD)/Route Sales

Mobile POS/Mobile Electronic Payment



Personal Shopping

PIMS (Personal Information Management)

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Leading Retail Service Applications

RETAIL SERVICE




Grade



Grade


0.00

5,000.00

10,000.00

15,000.00

20,000.00

25,000.00

30,000.00

$1

6,9

32

$1

2,1

35

$1

9,6

62

$1

2,1

82

$3,3

86

$2,4

27

$3,9

32

$2,4

36


RETAIL SERVICE




• Small Form Factor: 38% premium• Large Form Factor:28% premium








Mobile Hardware $ 1,808.70 $ 3,062.50 $ 1,650.00 $ 937.50


Software $ 516.77 $ 486.25 $ 483.75 $ 170.00

Services $ 608.46 $ 426.25 $ 335.00 $ 352.50

Warranty $ 325.07 $ 308.75 $ 218.75 $ 122.50

TOTAL HARD COSTS $ 3,805.76 $ 4,872.00 $ 3,018.75 $ 1,695.00


RETAIL SERVICE









$5,076.00 $2,708.40 $7,376.64 $3,564.60


$8,050.18 $4,554.33 $10,590.59 $5,598.62

TOTAL SOFT COSTS $13,126.18 $7,262.73 $17,967.23 $9.163.22


RETAIL SERVICE






Grade



Grade


0.0%

2.0%

4.0%

6.0%

8.0%

10.0%

12.0%

14.0%

16.0%

18.0%

12.8%

6.1%

16.4%

7.6%










RETAIL SERVICE





Grade



Grade


0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

22.5%

40.2%

8.6%

24.8%

RETAIL SERVICE








$0.00 $10,000.00 $20,000.00 $30,000.00 $40,000.00 $50,000.00

Hard Costs

IT Support

Productivity Loss


29.7%

40.8%

22.6%

30.3%


TCO Cost Breakdown


RETAIL SERVICE




10

20

30

40

50

60

70

-4%

0%

4%

8%

12%

16%

20%

24%

60 61

12.8%

6.1%

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RETAIL SERVICE




10

20

30

40

50

60

70

80

0%

4%

8%

12%

16%

20%

68

6516.4%

7.6%

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(min

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RETAIL SERVICE



Table of Contents

Executive Summary


Survey Demographics





Executive Summary







Ruggedized mobile computers have a TCO advantage in many transportation applications


As new technologies - real time wireless connectivity, GPS navigation, telematics, etc.are adopted the range and depth of applications per device is expected to increase.

Mobile Application Opportunities: TransportationNew solutions leverage GPS and real time communication to increase efficiency

Shipping and Receiving


Asset Management

Wireless Email

Fleet Management





PIMS (Personal Information Management)

Spare Parts Logistics

0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0% 35.0% 40.0% 45.0% 50.0%

Leading Transportation Applications

TRANSPORTATION




Grade



Grade


0.00

5,000.00

10,000.00

15,000.00

20,000.00

25,000.00

30,000.00

35,000.00

40,000.00

45,000.00

$2

6,1

57

$1

6,7

38

$2

1,0

74

$1

4,3

72

$5,2

31

$3,3

48

$4,2

15

$2,8

74


TRANSPORTATION












Mobile Hardware $ 2,067.08 $ 3,581.25 $ 1,025.00 $ 2,068.75


Software $ 570.11 $ 568.75 $ 185.00 $ 531.25

Services $ 591.79 $ 423.75 $ 337.50 $ 375.00

Warranty $ 336.73 $ 305.00 $ 125.00 $ 243.75

TOTAL HARD COSTS $ 4,175.84 $ 5,527.75 $ 1,827.50 $ 3,700.00


TRANSPORTATION









$10,292.40 $5,213.81 $9,237.89 $4,688.64


$11,688.35 $5,996.78 $10,009.05 $5,982.92

TOTAL SOFT COSTS $21,980.75 $11,210.58 $19,246.94 $10,671.56


TRANSPORTATION






Grade



Grade


0.0%

2.0%

4.0%

6.0%

8.0%

10.0%

12.0%

14.0%

16.0%

18.0%

20.0%

17.5%

7.5%

16.7%

8.5%










TRANSPORTATION





Grade



Grade


0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

40.0%

16.0%

33.0%

8.7%

25.7%

TRANSPORTATION








$0.00 $10,000.00 $20,000.00 $30,000.00 $40,000.00 $50,000.00

Hard Costs

IT Support

Productivity Loss


33.3%

44.3%

31.7%

39.9%


TCO Cost Breakdown


TRANSPORTATION




10

20

30

40

50

60

70

80

90

100

-4%

0%

4%

8%

12%

16%

20%

24%

75 81

17.5%

7.5%

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TRANSPORTATION




10

20

30

40

50

60

70

80

90

0%

4%

8%

12%

16%

20%81

7416.7%

8.5%

Lo

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(min

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s)

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TRANSPORTATION



Table of Contents

Executive Summary


Survey Demographics





Executive Summary







Ruggedized mobile computers have a TCO advantage in many industrial applications


Increased investment in industrial wireless solutions driving next generation of process management and workforce management solutions

Mobile Application Opportunities: IndustrialGreater variety of applications supported

Wireless Email


Field Sales (Sales Force Automation)

Maintenance/Repair/Diagnostics

Shipping & Receiving



Asset Management


Quality Control & Quality Assurance

Dispatch Management/Scheduling

WIP Tracking


Plant Operations via Human-Machine Interface (HMI)/GUI

0% 10% 20% 30% 40% 50% 60% 70%

Leading Industrial Mobility Applications

INDUSTRIAL




Grade



Grade


0.00

5,000.00

10,000.00

15,000.00

20,000.00

25,000.00

30,000.00

35,000.00

$1

8,7

94

$1

4,6

75

$1

7,6

25

$9

,89

0

$3,7

59

$2,9

35

$3,5

25

$1,9

78


INDUSTRIAL












Mobile Hardware $ 1,625.33 $ 3,656.25 $ 910.00 $ 2,206.25


Software $ 686.80 $ 608.75 $ 152.50 $ 260.00

Services $ 623.46 $ 518.75 $ 357.50 $ 342.50

Warranty $ 310.06 $ 281.25 $ 155.00 $ 263.75

TOTAL HARD COSTS $ 3,619.06 $ 5,540.63 $ 1,720.00 $ 3,370.00


INDUSTRIAL









$6,814.08 $4,252.80 $6,279.94 $2,206.46


$8,360.77 $4,881.20 $9,624.78 $4,313.21

TOTAL SOFT COSTS $15,174.85 $9,134.00 $15,904.72 $6,519.68


INDUSTRIAL






Grade



Grade


0.0%

2.0%

4.0%

6.0%

8.0%

10.0%

12.0%

14.0%

16.0%

12.9%

7.9%

15.2%

6.9%










INDUSTRIAL





Grade



Grade


0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

19.3%

37.8%

9.8%

34.1%

INDUSTRIAL








$0.00 $10,000.00 $20,000.00 $30,000.00 $40,000.00 $50,000.00

Hard Costs

IT Support

Productivity Loss


22.7%

35.9%

29.4%

36.5%


TCO Cost Breakdown


INDUSTRIAL




10

20

30

40

50

60

70

80

90

100

-4%

0%

4%

8%

12%

16%

20%

24%

8480

12.9%

7.9%

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INDUSTRIAL




10

20

30

40

50

60

70

80

0%

4%

8%

12%

16%

20%

68

5215.2%

6.9%

Lo

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ivity

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INDUSTRIAL



Table of Contents

Executive Summary


Survey Demographics






• A critical aspect of any successful TCO analysis needs to include the business elements of TCO. These include anticipated length of deployment and planned replacement cycles, failure rates and causes of

failure, the opportunity cost of lost productivity—to name a few. Of equal importance to TCO is an analysis of the end user’s needs based on their work flow and work

environment.

• To determine "true" TCO, it is imperative to consult both hard (direct) and soft (indirect) costs. Downtime costs, including any productivity loss and lost revenue streams, factor in here. VDC’s research

shows that over 70% of the cost of owning a mobility solution can come after the initial purchase.

• Understanding soft costs and being able to marry the best possible mobile computer with the target user and application is ultimately what will set apart mobility innovators. It is imperative to balance the user, application, deployment environment and—perhaps most importantly—the

mission criticality of the applications.



Table of Contents

Executive Summary


Survey Demographics






About VDC Research Group

VDC Research Group (VDC) is a technology market research and strategy consulting firm that advises clients in a number of technology markets including: Automatic Identification and Data Collection, Embedded Hardware and Systems, Embedded Software and Tools, Industrial Automation and Control, Mobile and Wireless, and Power Conversion and Control. Using rigorous primary research and analysis techniques, the firm helps its clients identify, plan for and capitalize on current and emerging market opportunities. We strive to deliver exceptional value to our clients by leveraging the considerable technical, operational, educational and professional experience of our research and consulting staff. During our nearly four decades of ongoing operation, we have had the pleasure of serving most of the world’s leading technology companies, many high-profile start-ups and numerous blue-chip early and later stage investors. Our products and services consist of research reports, annual research programs and custom research and consulting services. Founded in 1971, the firm is located in the Boston area.

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3. The right to distribute the Product, either in parts or in its entirety, via email, fax or hard copy, to other individuals who are current Employees of the organization.

4. The right to extract data, charts, graphs, tables or other portions of the Product for use in internal company presentations provided VDC is identified as the source of the extracted information using the following language: “© Copyright 2009 VDC Research Group, Inc. Source: Enterprise Mobility Solutions: Track 2: Vertical Markets and Demand Curves, Volume 5: Public Safety.”

Please note that the VDC Enterprise License specifically excludes the right to:

5. Distribute or make accessible any portion of the Product to any individual who is not an Employee of the client’s organization, including investors, Employees of partially or wholly owned subsidiaries, vendors and other firms that provide products and/or services to the client’s organization.

6. Use the Product or portions thereof in meetings, presentations, documents, or other media or settings where the primary audience is composed of individuals who are not Employees of the client’s company without the express written permission of an authorized representative of VDC. When authorized, VDC must be identified as the source of the extracted information using the following language: “© Copyright 2009 VDC Research Group, Inc. Source: Enterprise Mobility Solutions: Track 2: Vertical Markets and Demand Curves, Volume 5: Public Safety.”

7. Please also note that the products and services provided to you under an Enterprise License remain the exclusive property of VDC.

Based on your situation, Enterprise License fees have been included in the quote for research-related products. View this language online at: http://www.vdcresearch.com/Enterprise_License.asp

Enterprise Licensing Terms & Conditions


Use of this product is governed by a VDC Team License. A team license allows acquired research to be share by a limited number of employees (including individual consultants or contracted employees) (“Employees”) within the organization. The specific privileges afforded by the VDC Team License are as follows:

1. The right for a limited number of individuals (typically not more than five), who are generally known to each other and are within the same company or business unit, to use and share the acquired report(s), database(s), spreadsheet(s), or extracts thereof (the “Product”).

2. The right to extract data, charts, graphs, tables or other portions of the Product for use in internal company presentations provided VDC is identified as the source of the extracted information using the following language: “© Copyright 2009 VDC Research Group, Inc. Source: Enterprise Mobility Solutions: Track 2: Vertical Markets and Demand Curves, Volume 5: Public Safety.”

3. The right to save copies of the Product on individual PCs or on a server that is accessible only to a limited number of colleagues who are generally known to each other.

Please note that the VDC Team License specifically excludes the right to:

4. Post or store an electronic copy of the Product on a corporate Intranet server, portal or other location that is accessible to the majority or entirety of the organization. Note: This right can be acquired by upgrading to an Enterprise License.

5. Store a physical copy of the Product in a corporate library that is accessible to the majority or entirety of the organization. Note: This right can be acquired by upgrading to an Enterprise License.

6. Distribute any portion of the Product to any individual who is not an Employee of the client’s organization, including minority or majority investors, partially or wholly owned subsidiaries, vendors and other firms that provide products and/or services to the client’s organization.

7. Use some or all of the Product in meetings or presentations where the primary audience is composed of individuals who are not Employees of the client’s company or business unit without the express written permission of an authorized VDC representative. When authorized, VDC must be identified as the source of the extracted information using the following language: “© Copyright 2009 VDC Research Group, Inc. Source: Enterprise Mobility Solutions: Track 2: Vertical Markets and Demand Curves, Volume 5: Public Safety."

Please note that the products and services provided to you under a Team License remain the exclusive property of VDC. View this language online at: http://www.vdcresearch.com/Team_License.asp

Team Licensing Terms & Conditions


Notice of Copyright 2009 VDC Research Group, Inc.

The entire contents of Enterprise Mobility Solutions: Track 2: Vertical Markets and Demand Curves, Volume 5: Public Safety are proprietary to VDC Research Group, Inc. (VDC) and may not be distributed in either original or reproduced form to anyone outside the client’s internal organization within five (5) years of the report date without prior written permission of VDC.

VDC has devoted its best efforts to obtain for and provide to its clients as accurate data as is possible. Nevertheless, we cannot be held responsible for incorrect information provided to us by vendors, users, or others that we interview. Nor can we be held responsible for forecasts of the future evolution of an industry, which, in retrospect, proves inaccurate. Our goal is to provide the best possible analysis of an industry, utilizing data obtained through a time-proven and rigorous research methodology, for our clients to employ in developing strategies to compete in an uncertain and ever-changing business environment.

TRADEMARK ACKNOWLEDGEMENT: Many names of companies, associations, technologies, products and product types, etc. mentioned in this report comprise Trademarks, either registered or non-registered, owned by various entities. These are too numerous to mention individually. VDC acknowledges that ownership of these Trademarks exist, and requests that readers acknowledge this as well.


About VDC Research Group

VDC Research Group (VDC) is a technology market research and strategy consulting firm that advises clients in a number of technology markets including: Automatic Identification and Data Collection, Embedded Hardware and Systems, Embedded Software and Tools, Industrial Automation and Control, Mobile and Wireless, and Power Conversion and Control. Using rigorous primary research and analysis techniques, the firm helps its clients identify, plan for, and capitalize on current and emerging market opportunities. We strive to deliver exceptional value to our clients by leveraging the considerable technical, operational, educational and professional experience of our research and consulting staff. During our nearly four decades of ongoing operation, we have had the pleasure of serving most of the world’s leading technology companies, many high-profile start-ups, and numerous blue-chip early and later stage investors. Our products and services consist of research reports, annual research programs, and custom research and consulting services. Founded in 1971, the firm is located in the Boston area.

Please visit our Web site at www.vdcresearch.com to learn more, or call: 508.653.9000

http://www.vdcresearch.com/


Ways to Work With Us

This report is one of many ways VDC Research Group can help you better navigate your market and grow your business. In addition to published research, VDC Research Group offers a range of services designed to meet your specific tactical and strategic decision-support needs.

Retained Services – VDC Retained Services provide clients with ongoing access to our research staff for a predetermined fee. By entering into a Retained Services Agreement, VDC will commit resources to you and your team each month, but the specific research, analyses and advisory work we undertake for you can be decided by you on an as-you-go basis. Clients in particularly dynamic markets derive significant benefits from the ability to obtain up-to-the minute insights and guidance from our research and consulting teams.

Custom Research and Consulting Service – VDC’s Custom Research and Consulting Services provide clients with the insights and guidance they need to make significant business decisions with confidence in the midst of an uncertain future and complex markets. To date, more than a thousand clients have benefited from our research-driven guidance and exceptionally close client collaboration. Our unique approach ensures that all of our assistance and recommendations are based upon rigorous analysis of information gathered by VDC directly from the marketplace. By engaging VDC when faced with important market strategy decisions, clients maximize the likelihood of achieving their specific goals, including growing revenue, increasing margin, successfully expanding into new markets, or improving the performance of the channel.

VDC is prepared to assist your organization with any of the strategic and tactical initiatives described below : Market Expansion – Into new verticals, applications, account sizes, or geography. Feature Set Definition – For product upgrades, new product lines, product line extensions. Technology Strategy – Including standards adoption, open-source strategy, Service Oriented Architecture (SOA) business model migration. Distribution Strategy – New channel development, channel strategy, channel performance audit. Customer Satisfaction & Loyalty – Existing customers, defections, sales loss analysis. Strategic Acquisition – Of a peer, new entrant, intellectual property.

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