Trends in Enterprise Cellular Network Data Usage2013 Survey Results

AgendaPurpose of report

Survey overview and methodology

Survey findings and analysis

Emerging solutions

Q&A

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We simply ask the users if they are having issues.

How do you troubleshoot connectivity issues in your mobile data deployment?

Why the Survey? Cellular data becoming extremely powerful• High peak throughputs and low latency

• Broad availability

• Capable mobile devices

Increasing enterprise reliance on cellular networks• More mobile workers

• More mobile devices

• Networks under pressure

• BYOD / consumerization

• Necessity to do more in the field

• Drive to reduce costs, increase productivity

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How are organizations dealing with it?

Survey OverviewMethodology• 408 respondents

▪ Networking professionals from variety of industries and agencies

▪ From organizations that use laptops, tablets, or smartphones with cellular data plans provided and paid for by the company

• Conducted jointly with NetMotion Wireless

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Survey OverviewKey Insights• Data deployments are critical

• Connectivity is the No. 1 concern

• Lack of troubleshooting tools

• No true analytical method for evaluating carriers and devices

• Lack of visibility into cellular network performance

• Risk of failure; no ability to continually improve

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Findings and Analysis

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Importance of Cellular Data Deployment

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How important is your cellular data deployment (i.e. using laptops, handhelds and tablets to remotely access corporate networks and applications) to the day-to-day operations of your organization?

Top Concern

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What is your top concern regarding your cellular data deployment?

Most Common User Complaints

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What are the most common user complaints you receive regarding your cellular data deployment?

Connectivity is King – But Also ChallengingConnectivity over all else• Making connections and keeping them!

• Critical for applications

What makes it so challenging?• Inherent difficulty of contiguous coverage

• Perception of no tools

• More than just the carrier

Elements to consider• Radios / antenna

• Variations based on exact location

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Survey Note:

55% of respondents say dropped connection is top user complaint

Throughput Factors

3G vs. 4G

Signal quality

Degree of mobility

Network loading

Time of day

Type of modem

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HSPA downlink for 7.2 Mbps peak throughput network.Source: Rysavy Research white paper for 4G Americas.

Troubleshooting Tools

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What tools, if any, do you use to troubleshoot and manage your cellular data deployment?

Lack of Tools for CellularWhat makes it challenging to determine carrier coverage? • Carrier coverage maps are not detailed

• Maps differ depending on carrier

• Carriers do not disclose detailed information

• Modems vary on information they provide

What are the available approaches?• Hope for the best

• Rely on carrier coverage maps

• Rely on adhoc experience

• Do methodical testing (but how?)

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We are essentially at the mercy of our provider.

Survey Quote:

– Anonymous Respondent

Difficulty in Troubleshooting40% of respondents state that they do not have difficulty troubleshooting connectivity issues…

…but, what they do to resolve is not efficient

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What is the primary method you use to resolve connection drops in the field?

Difficulty in Troubleshooting60% do realize the difficulty…for significant reasons

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What makes it difficult to troubleshoot connectivity issues with your cellular data deployment?

Selecting a Carrier is Hard

70% say the process of selecting a carrier is challenging, with lack of clarity into coverage and cost as top factors

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Selecting Carriers and Modems: Why it’s ChallengingAre they all the same? • Multiple claims of best coverage,

fastest speeds

• Cell site locations and density varies

• 3G vs. 4G deployment varies

Selecting a carrier• One carrier may be better than another

depending on exact locations

• Need visibility into exact coverage characteristics

Selecting a modem• Modems vary based on radio and antenna

design

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Survey Note:

For criteria used when selecting modems, 37% say they simply choose the modems provided by the carrier

You Can’t Manage What You Can’t See

Cellular data deployments are critical

Troubleshooting time and resource issue for many organizations

User frustration may also impact productivity

Tools needed for visibility into cellular networks

Helps with modem and carrier selection

Allows proactive management

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Poll Question:

What tools do you use to troubleshoot your mobile data deployment?

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Andy Willett, NetMotion Wireless

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Introductions

NetMotion Wireless• Based in Seattle, WA• Software provider focused on

challenges of mobile field workers and wireless

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48%

11%

11%

7%

3%

20%

NMW Customers

Gov’tTelecom/Cable

Utilities/Energy

Other Comm’l

Healthcare

Insurance

Emerging SolutionsSoftware to enable visibility into cellular network performance• New software to provide management solution

to wireless networks

• Tracks real-time field user experiences

• Enables flexibility to manage devices, technology and carriers

• Provides data to make informed business decisions on wireless investments

• Benefits mobile workers, as well as IT staff and bottom line

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Network Ecosystem

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Mobile IT

TEMTelecom Expense Management

MDMMobile Device Management

MAM/MEAPMobile App ManagementMobile Enterprise App Platform

MNMMobile Network Management

Wireless Network

NPM / APMNetwork Performance Management

Application Performance Management

End User Experience

Virtualization

CloudPrivate or Public

Wired Network

Public Wireless NetworkMeasurement on the

Wireless Network

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Locality

Analytics

Locality Server and Console

Locality Database

Business Intelligence Database

Optional: Mobility XE

Locality Clients

Corp

Fir

ew

all

Corp NetworkPublic Cellular Network

Signal Quality

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I have no power to address the carrier's limitations.

Survey Quote:

– Anonymous Respondent

Signal Quality

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Troubleshooting

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62% of respondents say it’s challenging to replicate field worker issues

Survey Note:

Adapter Performance

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Survey Quote:

Soon to switch based on results from Locality.

– Anonymous Respondent

What criteria do you use to select your modem?

What’s Driving Traffic – Impacting Performance?

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Only 21% of respondents say they have a way to measure the largest trouble spots for coverage

Survey Note:

Customer Comments

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“To keep our employees productive in the field, we needed to learn definitely what’s working, what’s not and why.”

“We wanted to reduce our support load in two ways: avoid known issues and/or quickly find the root of new problems.”

“We wanted to know once and for all what was causing the rise in officer help desk tickets. Whether it was user error or a technology or carrier problem, we just wanted to know what to fix and move on. ”

Questions?

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Thank You