Varian Medical Systems
, Palo Alto, CA is a leading
manufacturer of medical devices and software for treating cancer and other
The company's technicians spend a lot of time in hospital
settings and were having trouble quickly accessing information, due to hospital
restrictions on cellphone usage, and/or the lack of availability of Internet
To improve communication efficiency, the company adopted
smartphones, a deployment that grew from 400 to 1,600 devices
deployed across the company's operations in 68 countries.
Thanks to the BlackBerry solution, Varian is able to meet an
aggressive 10-minute response time service level agreement (SLA) for customers
of its lifesaving medical devices.
In addition to being notified on their BlackBerry as soon as
a customer calls in, a technician is provided with immediate and secure access
to information from Varian's internal systems.
However, the mobile solution was not without its challenges
for the IT department. Varian's IT team was constantly dealing with "fire
drills" whenever an executive or technician had a problem with a mobile
IT administrators ended up spending hours, sometimes even
days, on troubleshooting. The company had no way to determine if a problem was
with the device itself, the BlackBerry server, the Microsoft Exchange, or the
carrier's wireless network.
In some cases, mobile devices had to be physically mailed in
to Varian headquarters so IT could diagnose and repair a problem.
Varian needed a mobile device management solution that would
give it real-time monitoring of BES logs and system service status. The
solution had to integrate with Varian's other monitoring solution (Microsoft
Operations Manager 2007), provide detailed BlackBerry client information,
integrate with Active Directory, support Windows Mobile and Exchange
monitoring, provide robust and easy-to-use reporting, and offer a Web-based
The IT team chose Zenprise MobileManager, which automates
support procedures. MobileManager selectively runs more than 5,000 diagnostic
tests to find the root cause of user issues. The process generates more than 6,500
different step-by-step resolution instructions covering virtually any kind of
problem that can occur across the mobile setup.
By automating the management of mobile devices with
, IT is able to monitor devices and take steps to resolve potential issues before they occur. This solution reduces mean time to repair,
standardizes problem resolution, minimizes calls, and improves productivity.
For Varian, troubleshooting times have been reduced from
hours and days to minutes. Calls with field engineers have been reduced by 70%,
and Varian's IT team is now able to support four times the number of mobile
devices it once did.
"All IT administrators can access a single mobile
management solution through the Zenprise Web console," says Matthew Morse,
Senior IT Administrator for Varian. "The system provides a best-practices
approach that all IT administrators can use to ensure the proper health of the
company's mobile devices."
Varian invested $600,000 in the Zenprise solution in
mid-2008 and expects ROI to be met by the end of 2009. "The expected ROI
is for the total BlackBerry solution, including the Zenprise component,"
says Morse. "Varian's deployment of Zenprise has ensured that the company
can meet its 10-minute response time guarantee for life-saving medical