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CRN: What tools and platforms are you guys using?
Doye: I can't say specifically what tools will be used. We're doing analysis now on what tools there are. We're looking at Cisco, Aruba and others. There's always been tools to get under the covers of Windows, but now with Android and iOS too, we're looking at what commercially available tools [there are] and how we say you're this type of worker, do you need a tablet an iPhone and a PC?
CRN: Speaking of Android and iOS, mobile device management seems to be on the minds of solution providers of all sizes. What does CompuCom have planned around that for 2013?
Doye: I see this [mobile management] as natural extensions around the controls of a laptop vs. a workstation but they are far more difficult to manage. Who manages data, who can partition data on devices. The tools are out there. Our job will be to take best-of-breed tools with role-based solutions we're defining now with what their state should be, bearing in mind that today's generation and knowledge workers and social media users expect more out of a phone. I think there's a bit of work to do on decision-making, but a part of [a VAR's role] will be end-user devices and how to manage them in the data center.
CRN: Will that entail a lot of work and reinvestment and reorganization inside the company to accomplish that?
Doye: A little bit. We have to do more around integrating the portfolio. If your mobile device is utilized as a cloud-based Exchange solution then where is it served up from? It could be our cloud environment. That would need to be considered. How do we support that end user from a service desk? Is it part of a role-based solution, which impacts what other devices they use? We end up in a discussion around provisioning and linkage to PCs and utilization of a cloud-based solution and whether that fits in your portfolio. I have to start having portfolio discussions after having all the elements. How do we package services around those? How do we fit our mobility into our solutions? I see a real opportunity in bringing them together. I think we'll be putting more governance around the front end of the strategy and move out of a siloed view of life.
CRN: Is the technology there, the right tools, applications and platforms, to provide true enterprise-class mobile management, or does some of it still have to be developed and matured?
Doye: There's a maturity model as iOS and Android move to the enterprise; they will offer more in the way of service management. I don't think there's nothing there. There's an evolution. On the cloud side, it's a real complex world. For virtualization and cloud there are three or four major vendors with tool sets and stacks and open systems. Picking a layer to sit over the top of that platform is key. We're looking to narrow down to one or two.
CRN: Finally, where do you think CompuCom is along that path? Do you have the resources in place to lead customers to those solutions?
Doye: What I like is we have a very good customer loyalty base. So we must be delivering good customer service. Without that fundamental underpin, it's hard to go anywhere. What's reassuring is our customer satisfaction rates and our renewal rates. That for me is No. 1. We have a good base. The owners of the business, in terms of investors, are very keen to see us grow. Not just from a view of driving cash but creating the loyalty and the portfolio elements. We're in a good position and in a good mark and have a great opportunity.