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Making Sure Blackberry Users Get Their Fix: A Conversation with Zenprise

On subways, at the airport, under the conference table at meetings — even, to the chagrin of their spouses, at home in bed — business people are fast and endlessly at work thumbing messages to their colleagues and clients on their Blackberry devices. These messages travel a circuitous path, across the airwaves of cellular carriers, through the Research in Motion (RIM) network that is at the heart of the Blackberry service, and throughout an enterprise’s own network. Enterprise users of Blackberry devices are growing at a compound growth rate in excess of 100 percent every year, and as more and more enterprises rely on Blackberries for mission-critical communications and mobile applications, maintaining system up-time and supporting users becomes a paramount task. Zenprise is an industry leader in troubleshooting for Blackberry and Exchange users. Benchmark recently talked with Ahmed Datoo, Zenprise vice president of marketing, to learn about the solutions Zenprise provides to keep Blackberry users connected.

Benchmark: What’s at the heart of the Zenprise service offering to the Blackberry user market and what sets it apart?

Ahmed Datoo: Zenprise develops software that automatically troubleshoots Blackberry end-user issues. What really makes us unique, unlike your pure monitoring software solutions, is that Zenprise identifies the root cause of end-user issues and provides very detailed resolution steps to fix these problems.

For example, in February the whole entire RIM network was down and there was a lot of news coverage around the fact that Blackberry users were not able to send or receive email messages. And it took organizations with Blackberry networks a fairly long time to actually figure that out. They either figured it out through the news, or if they were a really large RIM customer, RIM would send them an email or they would call up their carrier to find out.

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