October 21, 2013 08:00 ET

BoxTone Delivers FYOD for BYOD: Fix Your Own Device for Mobile Users Relieves Crush on Enterprise IT Support

Enterprises Deploying BoxTone User Self-Service Can Cut Service Desk Support Burden and Cost-to-Serve by 50-60%

COLUMBIA, MD and NASHVILLE, TN--(Marketwired - Oct 21, 2013) - BoxTone, the innovator dedicated to making enterprise mobility run better, today announced BoxTone User Self-Service, a new solution for empowering BYOD and corporate mobile users to Fix Your Own Device (FYOD), while offloading the burden from IT and service desk support. The explosive growth of mobile devices in the enterprise, often driven by the choice and churn of BYOD, has resulted in mounting yet hidden toll on support load and costs. BoxTone's User Self-Service (USS) enables mobile workers to quickly and easily administer their own mobile services and fix their own devices, reducing overall support costs by 50-60%. Enterprises and managed service providers (MSPs) can scale faster and ensure their mobile workforce stays productive, while substantially driving down mobile cost-of-ownership. FYOD and BoxTone User Self-Service are being introduced at FUSION 13, an ITSM Foundation (itSMF) and Help Desk Institute (HDI) conference focused on helping organizations improve business value through service management innovation.

"The BYOD genie is out of the bottle. Users want to pick their devices, apps, and how and where they work," said Alan Snyder, CEO of BoxTone. "The consumerization of IT can be a boon, or it can be a bane to the IT and support resources who are bearing the brunt of it. Organizations can now win on both fronts with the combination of BYOD and FYOD. Users get the empowerment of control and self-fix they've come to expect and enterprises cut the rapidly escalating costs and drain on support and IT staff." 

Optimized for ease-of-use, the BoxTone User Self-Service web portal enables users to easily check the status of their mobile devices and services, perform the most common administrative tasks, and resolve a variety of mobile support issues -- with no "IT touch." BoxTone empowers mobile end-users to Fix Your Own Device, including administrative issues like resetting device or app passwords, activation, migration, lock, wipe and full de-provisioning, to service issues like outages or compliance remediation. With BoxTone User Self-Service, organizations typically eliminate two or more service desk support calls per device per year, dramatically reducing support costs and recovering thousands of hours of lost mobile workforce productivity.

"Mobility clearly drives tremendous value for the enterprise, but it also introduces new complexity and significant support burdens that most organizations are only starting to realize," continued Snyder. "Based on extensive research of BoxTone's customers and MSPs, which support millions of devices, we determined that approximately 50-60% of support calls are related to administration, configuration and service issues that users could fix themselves. BoxTone USS is purpose-built to address the most frequent, time-consuming and expensive mobile support issues plaguing enterprises and managed service providers today."

In a recent research report, "The Impact of Mobility on the IT Service Desk" (June 2013), Gartner surveys showed that, "81% of organizations reported that mobile devices have increased their service desk workload over the past two years." Gartner recommends that "I&O leaders must implement new support models to address the increasing user demands." 

BoxTone User Self-Service is a fully-integrated component of its broader Mobile Service Management (MSM) platform spanning mobile IT Operations, Support, and Applications. BoxTone Mobile Service Management complements and extends the limitations of existing Mobile Device Management (MDM). Only BoxTone powers organizations with end-to-end visibility and control of the mobile environment, while ensuring mobile users get maximum productivity -- both crucial to scaling mobility successfully.

"For organizations looking to benefit from wider scale mobilization, end-to-end visibility, real-time mobile monitoring and automated troubleshooting are absolutely essential," added Snyder. "As organizations grow mobile deployments, they encounter an exponentially larger support burden. Coupled with the complex permutations of devices, apps and platforms, this can create a stunning financial toll. BoxTone is dedicated to helping customers and partners ensure success of their mobile strategy while slashing cost and complexity."

BoxTone will be discussing FYOD and User Self-Service at FUSION 2013 in Booth #416 and during a session on Tuesday, October 22nd: "Mobile Service Management: ITSM for the Post-PC Era."

To learn more click here and register for the live webinar "From BYOD to FYOD - How to Avoid Crushing Your Mobile Support Team" on Wednesday, October 30th at 2pm EDT/ 11am PDT.

About BoxTone
BoxTone is the innovator of automated Enterprise Mobility Management (EMM). With millions of mobile devices and apps under management, BoxTone's automated EMM platform is trusted by more of the world's leading enterprises, Managed Service Providers and government agencies than any other -- including 42 of the Fortune® 100 and 8 of the Top 10 MSPs -- to ensure maximum mobile performance and security at the lowest cost and risk. Only BoxTone's single unified mobile management platform powered by patented real‐time automation technology addresses the entire mobile lifecycle: Mobile Device Management (MDM), Mobile App Management (MAM), mobile support and operations management. And only BoxTone delivers real‐time centralized control of all mobile smartphones and tablets including Google Android, iPhone and iPad, BlackBerry and Windows Phone, as well as the enterprise apps that run on them.

BoxTone's unparalleled EMM innovation has also been recognized by leading industry analysts, as the company has been named an "innovator" in the Forrester Research, Inc. Market Overview: On-premises MDM Solutions; and named to the Winner category in Yankee Group's "MDM Is Dead. Long Live EMM!"; and named both Champion and Value Award Winner in Info-Tech Research Group's MDM Suites Vendor Landscape. Learn more at, or call +1 410.910.3344. Follow BoxTone on Twitter, LinkedIn and Facebook.

BoxTone and the BoxTone logo are trademarks of BoxTone. All other product or company names mentioned are used for identification purposes only and are the property or trademarks of their respective owners.

Contact Information

  • Media Contacts:
    Maureen N. DeLong
    Director, Marketing
    Twitter: @BoxTone_Inc

    Joel Greenberg
    DCPR for BoxTone