IT Team Efficiency Gains

Evidence and data. Interviewees reported that prior to adopting Samsung Knox Suite, device enrolment processes were tedious and time-consuming for their IT teams. IT staff had to enrol each device with the correct network details, applications and security settings. The interviewees said their organisations also configured the mobile devices in a centralised location, which further slowed the process and varied significantly for the types of devices enrolled. This created a disproportionate administrative burden due to the need for device preparation, enrolment, exception handling and employee follow-up; on average, this took 2 to 3 hours for each device.

With the transition to Samsung Knox Suite, the interviewees’ organisations moved to a low-touch device enrolment process that streamlined the process and saved their IT teams significant amounts of time. IT teams were able to seamlessly configure and enrol devices in a much shorter time. Interviewees also noted other IT benefits, such as improved patch management, fewer SLA breaches and enhanced remote support.

IT teams were also able to use Knox Asset Intelligence to review and analyse large amounts of device-related data. This helped them avoid issues related to devices, applications and security.

Modelling and assumptions. Based on the interviews, Forrester assumes the following about the composite organisation:

• The composite organisation enrols 6,000 devices on the Samsung Knox Enterprise Plan in Year 1, adds 3,000 more devices in Year 2 and 1,000 more devices in Year 3 — enrolling the devices of all 10,000 employees.

• Before the investment in Samsung Knox Suite, the composite spends an average of 150 minutes on enrolling each device.

• After deploying Knox Mobile Enrollment (KME), the composite’s IT staff reduce the device enrolment time by 90% to an average of 15 minutes per device.

• The average fully burdened hourly rate for an IT administrator is £36 per hour in Year 1, with a 3% year-over-year increase in the rate for Y2 and Y3.

Risks. The ability of organisations to realise this benefit will vary due to differences in:

• The number of devices enrolled and the differences in their operating systems.

• The efficiency gains from the enrolment tool deployed in the past.

• Complications related to the types of applications and device features used.

Results. To account for these risks, Forrester adjusted this benefit downward by 20%, yielding a three-year, risk-adjusted total PV (discounted at 10%) of £589,000.

End-User Efficiency Gains

Evidence and data. Interviewees described how end users at their organisations also spent less time setting up new devices after the deployment of KME capabilities. As device enrolment became seamless, end users were able to get their devices enrolled and ready in a much shorter time. The interviewees’ organisations had a mix of office-based and remote employees: Due to a much more efficient device enrolment and configuration system, these employees no longer needed to block out hours of their time for enrolment and could focus on more important tasks related to their daily work.

Moreover, as interviewees’ IT teams could configure, enrol and manage mobile devices faster, the amount of time users found themselves without access to their devices was also reduced drastically, which led to end-user efficiency gains. Interviewees reported that the Knox E-FOTA firmware management tool (part of Knox Suite) manages firmware and operating system updates, allowing their IT teams to run staged update campaigns, suppress updates for compatibility testing and ensure that critical business apps remain functional before mass deployment.

Modelling and assumptions. Based on the interviews, Forrester assumes the following about the composite organisation:

• Before implementing Samsung KME, the composite’s office-based end users lose 2 to 3 hours to their device setup process.

• This downtime is much higher for remote workers. As they have to travel to the IT team’s location, they lose an average of 8 hours or one working day when enrolling their device.

• After deploying Samsung KME, users only need an average of 10 minutes to understand device enrolment and functioning.

• The average fully burdened hourly rate for an employee is £36 per hour in Year 1, with a 3% year-over-year increase in the rate for Y2 and Y3.

Risks. The ability of organisations to realise this benefit will vary due to differences in:

• The number of office-based and remote employees and their organisations’ ability to perform device enrolment at multiple locations.

• The efficiency gains versus the enrolment tools previously used in the organisation.

• Complications related to the types of applications and device features used.

Results. To account for these risks, Forrester adjusted this benefit downward by 20%, yielding a three-year, risk-adjusted total PV (discounted at 10%) of £951,000.

Support Team And End-User Efficiency Gains Due To A Reduction In The Support Needed

Evidence and data. Interviewees reported that they significantly reduced the total number of support tickets for their IT teams after deploying Samsung Knox Suite. The improvements in device management capabilities resulted in increased stability and performance, which led to fewer support desk tickets related to mobile device functioning. The interviewees mentioned that there were fewer calls related to common issues like password resets, application installation and configuration requests, thereby reducing the number of related support desk tickets. All interviewees reported quicker issue resolution and more efficient handling of both mobility and general IT queries.

Due to the reduction in these calls, the interviewees’ organisations were able to redeploy support staff to higher-value tasks instead of spending their time resolving device-related issues. As a result, IT and support teams could be more responsive to their organisations’ business needs; team members were also more satisfied with their jobs. Moreover, it also led to better user satisfaction and efficiency as users avoided making support calls and could spend their time on more important tasks.

Modelling and assumptions. Based on the interviews, Forrester assumes the following about the composite organisation:

• Before deploying Samsung Knox Suite, the composite’s support center team handles 2,000 calls per year related to device issues.

• Each support call, on average, lasts 30 minutes before the issue is diagnosed and resolved.

• After the deployment of Samsung Knox Suite Enterprise Plan, users have fewer issues with their devices, which results in a 50% reduction in these device-related support calls.

• The average fully burdened hourly rate for a support centre employee is £36 per hour in Year 1, with a 3% year-over-year increase in the rate for Y2 and Y3.

Risks. The ability of organisations to realise this benefit will vary due to differences in:

• The number of support calls attributed to device management and the average time it takes to resolve device-related issues.

• The efficiency gains versus the legacy device management solution used in the organisation.

• Complications related to the types of device complaints.

Results. To account for these risks, Forrester adjusted this benefit downward by 20%, yielding a three-year, risk-adjusted total PV (discounted at 10%) of £79,000.

Hardware Cost Savings

Evidence and data. Most of the interviewees had been using a solution from a different vendor to manage devices in the past. Interviewees reported that one of the biggest benefits of switching to Samsung was that they were able to decommission their more expensive devices. As Samsung provided devices suited to different budgets, employee roles and profiles, their organisations had the option to deploy the device best suited to various employee types, such as front-office, remote and back-office employees. This led to considerable savings on hardware costs, as the interviewees’ organisations were able to save money by choosing the devices that offered the best value for money from a range of premium to low-cost devices.

Interviewees also noted that another key benefit of Samsung Knox Suite is its ability to operate on all new and old Samsung devices, including premium devices and Enterprise Edition. Interviewees reported having a consistent management capability for their device fleets of different ages, which enhanced the efficiency of their IT and end-user operations teams.

Modelling and assumptions. Based on the interviews, Forrester assumes the following about the composite organisation:

• The composite spends an average of £700 per employee per device before switching to Samsung.

• After deploying Samsung devices, the composite organisation is able to save 30% of these device-related costs.

• The composite organisation enrols 6,000 devices on Samsung Knox Enterprise Plan in Year 1, adds 3,000 more devices in Year 2 and 1,000 more devices in Year 3 — enrolling the devices of all 10,000 employees.

Risks. The ability of organisations to realise this benefit will vary due to differences in:

• The type of legacy devices used and their cost to the organisation.

• The number of devices deployed across the organisation and employees’ needs for the devices.

Results. To account for these risks, Forrester adjusted this benefit downward by 30%, yielding a three-year, risk-adjusted total PV (discounted at 10%) of £1.3 million.

Unquantified Benefits

Interviewees mentioned the following additional benefits that their organisations experienced but were not able to quantify:

• Savings attributed to a reduction in device malfunctioning. Interviewees said that Samsung Knox Suite components like Knox Asset Intelligence allowed their organisations to identify devices issues at an early stage. They could optimise battery health and runtime performance by quickly recognising which applications were crashing, using more battery capacity or were responsible for poor functioning of the devices. As a result, their IT teams were able to resolve problems more quickly and before they became bigger issues; they were also able to perform fixes on all devices. These features also enabled the interviewees’ organisations to be selective about which devices to refresh rather than just retire. Over a period of time, the interviewees’ organisations experienced fewer technology issues, leading to greater employee efficiency and a reduced workload for IT and support teams.

• Enhanced security and compliance. Interviewees reported that they were able to better secure their mobile environments and reduce the risk and potential impact of a cybersecurity incident after deploying Samsung Knox Suite. They previously lacked the visibility needed to fully understand their risk exposure. Identifying and remediating security vulnerabilities with their legacy tool was often inefficient and expensive. Samsung Knox Suite provided the interviewees’ organisations with the tools needed to reduce breach risk exposure, while IT administrators were able to use them to quickly block access to risky applications, drastically reducing compliance violations. Additionally, their IT administrators used Knox Asset Intelligence to gain actionable visibility into device-related vulnerabilities, which allowed them to respond quickly to threats. Interviewees highlighted the enhanced security provided by Samsung Knox, including device encryption, secure management and the ability to lock down devices, noting the absence of major security incidents or legal costs related to mobility since adopting the Samsung Knox Suite.

• Increased organisational agility and better control. Interviewees mentioned that their organisations improved their ability to manage their mobile devices across their lifecycle of enrolment, adoption, updates and retirement after deploying Samsung Knox Suite. As a result, their organisations were better able to deploy new devices, enrol devices for new employees faster and update devices seamlessly.

• Superior employee experiences and adoption. Interviewees noted that the drastic reduction in device-related issues after deploying Samsung Knox Suite resulted in an improved employee experience. Employees no longer had to contact their IT team for service support because the devices seldomly malfunctioned. Also, employees were able to seamlessly perform critical tasks thanks to information, processes and security policies that enhanced their ability to be more productive. This helped create an environment that increased employee satisfaction and provided a better end-customer experience.

Flexibility

The value of flexibility is unique to each customer. There are multiple scenarios in which a customer might implement Samsung Knox Suite and later realise additional uses and business opportunities, including:

• The accelerated use of technology to mature their organisation’s digital capabilities. Several interviewees mentioned that the benefits of Samsung Knox Suite extend beyond efficiently managing, controlling and securing mobile devices. Their organisations have secured and supported their distributed workforce while optimising costs, thanks to their continued use of Samsung Knox Enterprise Suite. They said they’re able to reduce costs by consolidating third-party tools, enabling seamless device management and leveraging automation to address device issues, resulting in fewer support tickets and less device downtime.

Flexibility would also be quantified when evaluated as part of a specific project (described in more detail in Total Economic Impact Approach).