Market Guide for Managed Mobility Services, Global

ARCHIVED
12 March 2025 - ID G00823528 - 42 min read
By Katja Ruud, Matt Baldino
Sourcing managed mobile services cost-effectively across geographies can increase productivity and end-user satisfaction, but is complex to achieve. Sourcing, procurement and vendor management leaders should combine technical, commercial and operational needs to identify a best-fit provider.

Overview

Key Findings

  • The business case for managed mobility services (MMS) has evolved from entirely cost-centric to end-user centric. There has been a pivot toward addressing talent retention and attrition, and an increased focus on enabling productivity. This has resulted in greater involvement of stakeholders outside of sourcing, procurement and vendor management (SPVM) and IT, such as HR.
  • The competitive landscape of MMS providers comprises IT service providers, pure plays, platform providers, carriers, telecom expense management (TEM) providers, VARs, leasing companies and more. Each has its own inherent value proposition.
  • Many organizations are revisiting which employees need a mobile device based on their role. The rationale for this is to rein in an overinflated mobile estate that brings with it costs and sustainability factors. The remaining fleet is deemed to be critical to productivity.

Recommendations

  • Define the expected outcomes carefully to ensure a successful MMS engagement. Seek input from relevant business stakeholders, and analyze the operational quality record of potential providers.
  • Outfit employees with optimal devices by selecting a provider that focuses on the managed mobility service categories that best align with your organization’s needs. Make use of your current engagement or opt for a larger one that includes other device types, such as laptops, ruggedized devices or an expanded geographic footprint.
  • Opt for either a model that focuses on delivering business value by exploring, for example, gain share, or a model that is more closely linked to productivity gain or loss.

Market Definition

Gartner defines the managed mobility services (MMS) market as a set of bundled vendor-provided IT services, outsourced business process services, software as a service and managed services commonly aimed at enterprises’ IT and procurement teams. These life cycle services typically include procuring, provisioning, activating, kitting, shipping, managing, securing, supporting and decommissioning mobile devices. A mobile estate here comprises smartphones, tablets and/or ruggedized devices. MMS services can be applied to both corporate-liable and individual-liable (or “bring your own device” [BYOD]) devices. MMS helps ensure operational and commercial effectiveness for an organization and its mobile device users. This includes securing information created/accessed/modified by mobile devices; maximizing device (and consequently user) availability, visibility and control of the mobile estate; inventory and usage optimization; lowering total cost; and improving ROI and the employee experience (EX).
The purpose of MMS is to ensure operational and commercial effectiveness for an organization and its employees who rely on mobile devices. This includes potential fleet cost reduction and device readiness for users. MMS seeks to optimize costs, improve employee experience and, most importantly, ensure productivity by reducing work disruptions due to mobile device failure, breakage or unavailability.

Mandatory Features

  • Mobile device asset management
  • Sourcing and logistics management
  • Managed unified endpoint management (UEM)
  • Security management
  • Financial/expense management
  • Program management

Common Features

  • Application management
  • Integration services
  • End-user support and training
  • Sustainability and repurposing/recycling services
  • Reporting analytics and forecasting

Market Description

To deliver an operationally well-executed fleet that also provides a satisfying end-user experience, MMS providers are evolving their portfolios. They aim to offer their clients a more holistic, comprehensive range of services that also captures the needs of frontline or field force workers. These services include:
  • A more proactive end-user experience
  • A broader device range, including ruggedized options
  • More management capabilities, such as unified endpoint management (UEM) and security
  • More advanced analytics and consequentially data driven recommendations
They also cover emerging and evolving trends, such as:
  • Cross-industry synergies
  • Sustainability
  • AI integration
  • Commercial opportunities
Table 1 shows the extent to which the providers profiled in this research emphasize these four trends.

Emerging and Evolving Trends

Trend
Subsection
Portion of providers
Sustainability initiatives
Device recycling and reuse
High (majority)
Sustainable procurement
Moderate
Remote work policies
Moderate
Carbon footprint tracking and reporting
Moderate
Energy efficiency in operations
Low
AI integration
Predictive analytics
High (majority)
AI-driven chatbots and virtual assistants
High (majority)
Automation of device management and support
High (majority)
AI for telecom expense management
Low
AI for logistics optimization
Low
Commercial opportunities
Device as a service (DaaS)
Moderate
Subscription-based pricing
High (majority)
Geographic and industry expansion
High (majority)
Custom ordering portals for franchisees
Low
Integration with ITSM/CRM platforms
Low
Cross-industry synergies
Partnerships with healthcare and logistics
Moderate
Integration of AI with industry-specific applications
Moderate
Solutions for hybrid and remote workforces
Moderate
Support for frontline and field workers
Low
Source: Gartner (March 2025)
To develop an operationally efficient fleet that also ensures a robust end-user experience, enterprises must eliminate redundancy and make sure that all services add value to the business. This is what MMS providers are focused on delivering.

Market Direction

Since managed mobility services once focused on smartphones and tablets, Gartner considers this to be a mature market. However, the market is now evolving to address newer drivers that present opportunities for growth (see Note 1). Key use cases for enterprises include:
  • New deployments for new corporate mobile fleets and managed fleets used by field force or frontline workers
  • Opportunities for consolidating a fragmented device estate, for example on a retail floor, in some vertical markets
  • Use of mobile devices to:
    • Communicate with other mobile users, such as colleagues or clients
    • Authenticate identities
    • Transform workflows from traditional to digital processes, with the aim of minimizing manual errors
    • Reduce the time to execute on an activity more effectively
  • Procurement options and operational capabilities in regions and countries outside of the enterprise’s headquarters or core operating areas
  • Use cases based on the objectives of an MMS engagement, such as ensuring the security of the mobile estate, and by extension, its users and the organization as a whole
  • Use cases based on the need for a single-pane-of-glass view of the mobile estate and related aspects like software, devices and services. They may also aim to ensure effective handling of related logistics processes, along with spare pools and break/fix
The objectives for deploying managed mobile services are increasingly focused on ensuring that devices are deployed intentionally, not accidentally, and that enterprises derive an explicit value from the deployment. If all of this applies, the estate is managed with a rightsized level of care, strong governance and with relevant SLAs and end-user experience agreements (XLAs).
Within the context of complying with enterprise requirements and expectations, Gartner has observed the evolvement of the following trends:
  • Sustainability and emissions
  • AI integration
  • Commercial opportunities
  • Sustainability and Emissions
The MMS market is increasingly aligning with sustainability goals, driven by regulatory pressures and corporate responsibility. Vendors are actively extending device life cycles through repair, recycling and redeployment initiatives, thereby reducing electronic waste and carbon footprints. Enterprises are prioritizing comprehensive sustainability reporting and tracking, providing clients with tools to meet their ESG objectives. The integration of sustainability into core operations, such as device life cycle management and supply chain transparency, is becoming a standard expectation across the industry.
This has proven to be very relevant for organizations. In the 2024 Gartner Digital Worker Survey,1 77% of respondents gave the question of “How likely are you to use a repurposed or refurbished device for work purposes if doing so would help your organization meet sustainability goals?” a ranking of 5, 6 or 7. On a scale of 1 to 7, 1 indicated “not at all likely” and 7 indicated “extremely likely.”

AI Integration

AI is transforming MMS by enhancing operational efficiency and the user experience. Vendors are using AI for predictive analytics, automation and real-time data processing, resulting in streamlined device management and improved service delivery. AI-driven chatbots and virtual agents are reducing the need for manual intervention, expediting support processes and improving customer satisfaction. The deployment of AI in MMS is optimizing existing workflows and enabling proactive issue resolution, allowing for predictive maintenance and logistics optimization.

Commercial Opportunities

Despite its maturity, the MMS market is poised for significant growth, with vendors expanding their portfolios and geographical reach. The blend of hybrid, remote and return-to-office work models is driving demand for robust, flexible MMS solutions that ensure secure and efficient mobile operations.
Vendors are adopting diverse commercial models, including subscription-based and performance-based pricing, to accommodate varying client needs and promote scalable growth. They are offering tailored solutions such as device as a service (DaaS) and comprehensive mobility management platforms to target new regions and industries. The integration of advanced technologies and strategic partnerships is expected to drive further innovation and competitiveness in the MMS market.

Market Analysis

Despite depicting signs of market maturity, such as slowing market growth and relatively few new market entrants, this market continues to evolve.
The market is served by many different provider types, but there is no single type that dominates the landscape or performs better than the others.
Some providers offer all Gartner market segments of the managed mobility portfolio. In contrast, other providers offer specific capabilities, such as program management via a platform, with either preintegrated vendors or plug-to-play options. Alternatively, they may focus on a specific use case, such as logistics, or a specific geography.
IT service providers and carriers play a role here because of their geographic footprint and ability to upsell or bundle managed mobility with other portfolio elements. Telecom expense management providers see this as a natural extension of their financial management services, including inventory and sourcing capabilities, while pure-play providers focus on the entire or parts of the portfolio.
Across the globe, private and public organizations of all sizes are increasingly recognizing the opportunity inherent in transitioning the operations and administration of an increasingly complex — and, from a productivity perspective, critical — mobile estate to third-party service providers.
In response, more providers are taking additional steps toward more structured offers for mobility outsourcing and ruggedized devices. Device life cycle management services are becoming more common. In this market guide, we will present examples from all types of providers. The common denominator is that they offer services that ensure an operationally efficient mobile fleet.
Based on inquiries from Gartner clients in 2024, the main benefits sought from MMS providers are:
  • Effective operational management of the mobile estate
  • Relevant geographical presence
  • Comprehensive service offerings
  • Cost savings and optimization

Best Practices for Sourcing MMS Providers

To increase the chances of a successful engagement, it is critical to conduct due diligence, not only on what the provider will deliver, but also on how they will achieve this.
Any organization will likely also have several use cases that should be accommodated. These could be user profiles who are on standby 24/7, user profiles who travel, user profiles who work in a shared device environment and those who are using their devices individually.
Follow these steps for a successful engagement:

Step 1: Define Requirements and Objectives

Determine:
  • What you want to achieve and why
  • Relevant stakeholders and requirements
  • Who manages this today and what responsibilities will need to be transferred
  • What good will look like and how you will measure success

Step 2: Assess the Competitive Landscape

Obtain:
  • A comprehensive view of the overall competitive landscape
  • Insight into providers’ respective strengths and weaknesses
  • Views of the different types of providers and whether specific types will be more relevant, depending on their core strengths and ability to bundle in adjacent services

Step 3: Issue a Comprehensive RFP

Detail:
  • The functional requirements and avoid terms that could be misinterpreted
Share:
  • Insights about the current environment
  • Expectations on the provider in terms of “character,” whether they are proactive or reactive, innovations, etc.
Request:
  • Information about how providers deliver, including their processes and partners
  • Insights into how they differ competitively
  • Details about their SLA/KPI and XLA track record
  • Roles and responsibilities

Step 4: Evaluate Provider Capabilities, Pricing and References

Review:
  • Capabilities by analyzing RFP responses, processes, past performance and potential scenarios
  • Commercial model, price level and underpinning assumptions
  • Conditions for exit clauses
  • Direct feedback from past and current customers

Step 5: Conduct a Pilot

Test:
  • Day-to-day processes for different use cases, such as geography, criticality or prioritized users

Step 6: Establish Governance, Roles, Responsibilities and Performance Metrics — SLAs and XLAs

Agree on:
  • Performance accountability and continuously enhanced operational quality
  • The definition of key performance indicators, such as service-level agreements and end-user experience agreements
  • The definition of roles and responsibilities on each side (internally within the organization and externally with the provider) through a contracted governance model
  • Implementation schedules and consequential outcomes if time scales are not met

Commercial Models and T&Cs

The most common model offers a fixed price per device per month. This is clearly practical from a budgetary perspective. However, the price is often based on a set of assumptions around how many and what type of events will impact the estate during a given month or over the course of the contract. For instance, how many users will join or leave, or how many screen replacements will be needed?
Making accurate assumptions is valuable, since overestimating would effectively result in paying for events that never happened. Undershooting could be similarly problematic, as this could lead to additional payments that may not have been factored into the business case.
Note that pricing components may also change. For example, service desks that used to be based on incident rates (an assumed number of calls) and varied by hours (24/7, 5x8) and mode (voice and chat, chat only) are now most often priced at a unit cost per user.
Implementation costs are sometimes separated out (and possibly waived in return for a contract duration beyond three years) but equally often bundled in. Make sure you understand what those charges are and what additional one-off charges may apply, such as gold build of devices.
Some proposals are priced at a general fixed charge per item, plus a cost per event, such as a screen replacement or fulfillment of a spare pool.
Other proposals are priced at a general fixed charge per device and then include a number of tickets, tokens or units. These are used as currency to purchase events or tickets, for example for issuing a new device, refreshing an existing device or recycling a device.
A ruggedized environment also offers exploratory pricing models related to gain share. For example, a measurable outcome (such as revenue, cost avoidance or productivity) can lead to financial compensation.
For any commercial model, the terms and conditions are important. Pay particular attention to the conditions related to termination, including exit clauses for chronic breaches of SLAs and XLAs.

Factors That Influence the MMS Provider Selection

The decision to pursue an MMS engagement and explore candidate providers is based on several factors, including:
  • Ability to meet technical and functional requirements:
    • Platform evolution — What feature functionality is currently delivered (as standard compared to custom-made) and what does the roadmap look like? What technical standards does it conform to, what platforms does it integrate with and to what extent? Does it comply with data privacy regulations, such as the General Data Protection Regulation (GDPR)? How secure is it, and how well does it secure your data?
    • Relevant reach and scalability — Ensure the provider can adequately deliver the full possible scope of the deal, even if starting out with a subset. The use of partners is common, but be sure to verify the validity of any partnerships for depots, service desk, geographic reach, etc.
  • Cost, commercial model and T&Cs:
    • Price and contracts — Cost is important. Although the market remains very fragmented, 2024 saw a moderate rise in prices on a like-for-like basis. However, a number of providers bundled in several service aspects, making price comparisons a challenge. As in many other markets, pricing is, of course, not a reflection of the quality of service.
    • T&Cs — The contractual T&Cs matter significantly because many deals, especially those based in North America, include harsh autorenewal clauses of up to 12 months. Globally, there has been an increase in contracts that permit or include annual price adjustments during the contract term, even when not driven by inflationary concerns. Additionally, 30-day payment terms have become more typical.
    • Exit clauses — These allow you to get out of a contract for chronic breaches of SLAs or XLAs, without a penalty. Another reason such clauses are effective is because they serve as an insurance policy.
  • Operational quality:
    • This category most often leads to disappointment and termination of an engagement. Effectively, it is similar to conducting a due diligence exercise to evaluate how good the providers are at executing. It comprises areas such as business processes and responsibilities of various roles, including account management and adherence to performance metrics (for example, SLAs and XLAs).
  • Provider viability:
    • Ownership — Many MMS providers are privately owned, or the MMS portfolio represents a small percentage of their revenue. Therefore, it can be hard to ascertain the portfolio’s performance and the longevity of the proposal or vendor. While things can change, it is good to seek some assurances or review financial statements.
    • Strategic direction — MMS providers may pursue different strategies when it comes to expanding their geographic footprint, targeting customers, developing into a more managed workplace provider, focusing on certain vertical industries, etc. It is therefore good practice to ask for the strategic intent in an RFP.
  • ESG:
    • Providers should be able to show what measures they are taking to become more sustainable and how their MMS services are enabling customers to reach their sustainability goals. They should supply environmental metrics or targets that can measure progress regarding their carbon footprint, energy consumption and e-waste management. Providers should also offer social and governance-based metrics to display their sustainable practices.
The average contract term is between 12 and 36 months. The previously available 12-month break or renegotiation clauses have become rarer. A minority of providers offer month-by-month contracts, which may come at a minor price premium of between 5% and 15%.

Representative Vendors

The vendors listed in this Market Guide do not imply an exhaustive list. This section is intended to provide more understanding of the market and its offerings.

Vendor Selection

The representative providers included here are those most frequently asked about in Gartner end-user inquiries. These providers:
  • Typically serve larger, regional or multinational corporate enterprises and/or public sector clients
  • Offer full life cycle services, a subset thereof or SaaS-based MMS offerings
  • Aim to support efficient management of the mobile fleet from a life cycle perspective on a foundational level
Table 2 shows a synopsis of each profiled provider’s target market.

Providers and Their Target Markets

Target organization’s revenue
Target organization’s FTE
Number of mobile devices
Geography
brightfin
$100 million
1,000+
500+
Global
BT Group
N/A
1+
N/A
UK
Calero
$500+ million
500 to over 250,000
≥250
Global
Cass Information Systems
$1 billion
5,000
2,500
Global
DMI
N/A
300+
500+
U.S., EU and AP
GEMA
N/A
N/A
5,000+
-35,000+
Global
HCLTech
N/A
N/A
N/A
N/A
Honeywell
$250 million
1,000
500+
Global
Kyndryl
$500+ million
100 unlimited users with typical client numbers between 5,000 and 10,000
100 unlimited devices with typical client numbers between 5,000 and 10,000
Global
MetTel
$100+ million
1,000+
1,000+
Global
Mobility MEA
$10 million
3,000
2,000
Global
Sakon
$50 million
1000+
500+
Global
Samsung SDS
$100+ million
1,000+
2,500+
North America, Australia
Stratix
$500+ million
1,000+
3,000+
North America
Tangoe
$250 million-$10 billion
1,000+
750+/-
Global
Techstep
N/A
N/A
N/A
Europe
Telefónica
€50 million
250+
200+
Europe and Latin America
Verizon
$250,000+
5 to 100,000
50 to 5,000+
North America
Vodafone Group
N/A
N/A
N/A
Global
WidePoint
$5 million
3,000+
3,000-10,000
North America
Source: Gartner (March 2025)

Vendor Profiles

These providers represent a sample of different types of providers that also appear in Gartner inquiries. This section is not intended to represent a full competitive landscape or provider recommendations.

brightfin

brightfin is a privately-owned provider of MMS based in the U.S. As of the end of 2024, brightfin managed over 1.8 million devices globally, supporting all regions. Its MMS portfolio is structured around three core pillars: user excellence, inventory excellence and ecosystem integration. It offers a suite of services that manage the entire mobile asset life cycle within the ServiceNow ecosystem.
For logistics and disposal, brightfin partners with TRG to deliver services across 50 countries, while providing support for invoicing, inventory, optimization and audits in 76 countries. Its forward logistics include procurement, staging, kitting and deployment, while reverse logistics focus on repairs, spare pool management and secure data wiping.
Strategically, brightfin has launched brightfin sync, a ServiceNow app for UEM sync, which provides enterprises with data for AI-driven decision making. This aligns with its view that the MMS market needs are shifting toward flexible ownership strategies. brightfin is focused on enhancing the user experience, streamlining action management and improving asset visibility.
Customer satisfaction is a priority for brightfin. This is measured through customer health analysis, customer satisfaction (CSAT) scores and Net Promoter Score (NPS) ratings. Its governance model and client engagement strategies aim to align with corporate mobile policies and optimized carrier contracts. From a vertical perspective, brightfin caters to industries like manufacturing, healthcare, oil and gas, and technology, providing tailored solutions that align with corporate objectives and regulatory requirements. Its offerings include automated workflows, policy-driven governance and centralized asset tracking.

BT Group

BT Group is a U.K.-based, publicly-listed provider based in London. BT’s MMS portfolio is based on three pillars: design, setup and optimization; training and support; and driving progress and innovation. BT directly manages devices in the U.K. but can deliver on a global scale via its partners in the FreeMove Alliance. At the end of 2024, the company directly managed approximately 4 million devices.
BT manages its logistics requirements through a local facility. Here, GX fulfills orders, including kitting and staging and device management enrolment. For reverse logistics, BT partners with Asecca to offer sustainable life cycle capabilities. BT offers several pick-up options through these, depending on security and convenience requirements.
From a strategic perspective, BT enhances the security options for mobile threat defense (MTD) and uses AI for fraud detection and prevention. BT’s portfolio also includes application development and management (such as lone worker solutions with Peoplesafe, remote assistance [TeamViewer Remote] or well-being solutions such as Humanity).
BT measures customer satisfaction through support tickets, NPS, first-contact resolution (FCR), first-bill check and an experience level agreement. The company conducts quarterly internal surveys to gauge company culture and ambition. BT offers a range of connected devices, including laptops, CROSSCALL (ruggedized devices) and Enterprise Edition devices (specially designed for business use). It provides solutions to a broad range of verticals, often comprising devices, managed services (such as lone worker or field worker) and connectivity.

Calero

Calero is based in Rochester, New York. The privately-held company offers a comprehensive MMS portfolio that spans the entire life cycle. Calero also offers unified technology management, which includes SaaS or unified communications as a service (UCaaS) optimization across the mobile fleet. At the end of 2024, Calero managed more than 5 million devices across all regions (with most in the U.S. and Europe), including ruggedized devices and wearables.
Calero has a configurable, role-based self-service portal for devices and accessory catalogs. Forward and reverse logistics are delivered from 14 locations worldwide (new additions in 2024: Bogota, Colombia; Santiago, Chile; and Buenos Aires, Argentina). Calero utilizes TRG, which also provides configuration and kitting, and disposal options such as recycling, reselling, donation and destruction. The customer base represents 10 industries, but Calero believes it adds most value to manufacturing, transportation and logistics, utilities, financial organizations, education and healthcare.
To ensure customer satisfaction, Calero has strengthened its support to include an integrated natural language tool. This supports 100 languages in real time, expanding on user groups. Calero also provides SLAs for mobility order and change processing, speed to answer, first-call resolution and XLA (currently 4.8 of 5.0).
Strategically, Calero has a vision of achieving near-zero-touch onboarding. The company will focus on ease of implementation and deployment, efficiencies, automation and integration between financial management and life cycle services, along with an intelligent self-service that allows for data query with recommended next steps.

Cass Information Systems

Cass Information Systems is a public company based in St. Louis, Missouri. The core offerings of the company’s comprehensive MMS portfolio are expense management services. They also encompass bill payment services that allow customers to pay one bill in a single currency to Cass. The company will take responsibility for related payments globally, in any currency. Cass manages a total of 3.3 million devices worldwide, most of them in the U.S.
A partner network provides device depots (including repair, resale and disposal options) in all regions of the world, or advanced exchange. U.S. depot and reverse logistics are managed in-house. Cass supports clients with their ESG goals by using analytics to manage device health proactively (for example, through repairs and battery replacements). Cass focuses on verticals such as financial services, technology, manufacturing, pharmaceutical and oil and gas.
Program success and client satisfaction are primarily measured through SLAs and KPIs, using metrics like savings performance, transaction performance and end-user satisfaction. Cass also has client success teams that are responsible for the satisfaction of each client.
Strategically, Cass is working to expand its position as a TEM and financial services provider. It also aims to grow the existing partner ecosystem, with the goal of broadening its solution set with adjacent services. In addition, the company is using emerging technologies and continuing to deliver services that assist clients in meeting sustainability goals, such as device life cycle optimization, reuse and recycling.

DMI

DMI is a privately-owned provider based in McLean, Virginia. The organization’s portfolio covers the complete life cycle, from acquisition of devices and carrier services to ongoing management and disposal, including support. DMI also manages UEM and offers TEM capabilities. In 2024, DMI added its ServiceNow application and Microsoft Teams integration, AI-driven chatbots, automated ticket routing and enhanced real-time monitoring for proactive resolution. At the end of 2024, DMI managed a total of 4.6 million devices in all global regions, with the majority in the U.S.
DMI offers logistics and disposal capabilities from depots in Chicago, Dublin (partnering with MTech) and Barcelona. Capabilities include staging, kitting and preconfiguration of devices. The company provides real-time visibility into stock levels, device statuses and shipment progress. DMI serves several vertical industries, particularly addressing their respective operational issues. This includes deploying devices compliant with the Health Insurance Portability and Accountability Act (HIPAA) in healthcare, ruggedized devices for both worker safety and enhanced productivity, and classified solutions for the federal government.
The end-user customer experience relies on an SLA and XLA framework based on real-time analytics and proactive communication. Strategically, DMI is aiming to build automation capabilities to help clients scale more efficiently, enhance service delivery and improve the user experience. Examples include enhancing ticket routing and predictive analytics of potential cost or security issues. DMI is also investing in its TEM, self-service and IoT management capabilities and expanding its geographical reach.

GEMA

GEMA is a privately-owned, global MMS provider headquartered in Switzerland. Managing over 11.5 million devices worldwide, GEMA has a significant presence in Asia/Pacific, Europe and North America. The company offers a comprehensive portfolio that encompasses the entire mobile life cycle, from design and procurement through to break/fix services and logistics. It provides tailored solutions for mobile endpoint management, allowing customers to select specific services as needed to ensure flexibility.
GEMA manages logistics through local facilities and emphasizes sustainability by avoiding cross-border shipping. It partners with local licensees for device deployment and disposal, ensuring compliance with local regulations and sustainability practices. GEMA offers certified disposal and remarketing services, partnering with companies like Reconext and Belong to ensure environmentally-safe disposal. The strategic direction focuses on expanding its licensee network to enhance global coverage. The company aims to double its managed devices in the next 36 months.
The customer experience is measured through surveys sent after ticket resolution, with a focus on key SLAs such as order fulfillment and help desk support. GEMA targets various verticals, excelling in retail, government and industries with frontline workers. It offers rugged devices and support for multiuser environments, tailoring solutions to meet the needs of sectors like mining and education.

HCLTech

HCLTech is a publicly-listed IT service provider based in India. Its MMS portfolio is part of its Fluid Workplace portfolio and comprises the full life cycle components. Recently, the company developed scripts to help transition from WS One to Microsoft Intune. The chatbot is now GenAI-powered and able to handle L1 and L2 tickets. At the end of 2024, HCLTech managed 6.5 million devices worldwide.
For depots and logistics, HCLTech has launched Warehouse-as-a-Service (Ware4IT), delivering an end-to-end device life cycle service through centralized depots, serving 170 countries. This includes storage, legal hold, data wipe and disposal. It enables global shipping, device swap, reverse logistics and direct-to-home services.
The company’s vertical focus is on banking, financial services and insurance (BSFI), retail and consumer products/goods, manufacturing, life science and healthcare (LSH), energy and utilities, with verticalized offers such as a point of sale (POS) device as a service in an opex model. For frontline workers, it has developed Neo, an application that helps employees navigate the system applications and organizational activities.
HCLTech monitors the customer experience through CSAT/DSAT, XLA tracker, DEX score, NPS, happiness score, employee lost work time and device-versus-user ticket ratio. It also offers a composite experience score. Strategically, HCLTech will continue to operate as a systems integrator and innovate on new IPs, with a focus on improving efficiency, cost savings and productivity.

Honeywell

Honeywell is a U.S.-based MMS provider headquartered in Charlotte, North Carolina. As of the end of 2024, Honeywell managed over 5.8 million devices globally. The company is publicly listed and has a notable presence across all global regions. Honeywell’s MMS portfolio includes device procurement, deployment, management and support, with recent enhancements in analytics, security, application development and sustainability initiatives.
Honeywell Productivity Solutions and Services offers device logistics and disposal capabilities globally, supported by over 85 service centers and strategic partnerships. The organization provides overnight replacement services and manages warranty repairs in collaboration with OEMs and carriers. Its SaaS platform facilitates regional device catalogs and integrates with customer HR systems. Honeywell’s deployment services include device provisioning and configuration, focusing on processes like UEM enrollment and application loading. Its sustainable reverse logistics strategy involves recycling and warranty management.
Honeywell prioritizes the end-user experience by tracking metrics such as call response times, email response rates, inventory management and application packaging. In 2024, it exceeded its targets for critical SLAs and began crafting XLAs to address the overall experience. Honeywell serves verticals such as retail, healthcare, transportation and logistics, and warehousing, offering solutions aimed at enhancing device productivity and operational efficiency.

Kyndryl

Kyndryl is a publicly-listed IT services provider based in New York. Its MMS portfolio forms part of its endpoint management portfolio. The company focuses on optimizing and automating processes for their “Connected Experience” vision, with the aim of elevating the experience, security and sustainability. The capabilities encompass plans, procurement, deployment, management, support and refresh. At the end of 2024, Kyndryl managed a total 6.4 million devices of all types across all regions.
Kyndryl has a portfolio of logistics facilities across all regions. From these, Kyndryl offers provisioning, deployment and financing options. In 2024, Kyndryl deepened two partnerships for staging, kitting, disposal and depot services. For the U.S. and Canada, it partnered with Best Buy (its Geek Squad) and with KST Data, which has facilities in the U.S., Canada, the U.K. and the Netherlands.
From a vertical perspective, Kyndryl targets outcomes such as increased productivity and end-user satisfaction, with a focus on automotive, financial services, chemical, oil and gas, government, healthcare, manufacturing, retail and TMT, travel and transportation, and utilities.
In terms of the end-user experience, Kyndryl’s solutions aggregate automation and AI by using device telemetry and persona data and integrating management tooling. Kyndryl Bridge combines SLAs and standard contracted XLAs, which are built on a set of experience performance indicators (XPIs) that combine into a single score. Going forward, Kyndryl will engage its Kyndryl Consult capabilities to co-create and target business outcomes like improved cost efficiencies, reduced IT risks and raised productivity.

MetTel

MetTel is a privately-owned communications services provider based in New York. MetTel’s portfolio comprises end-to-end mobile device management, TEM and warehouse services, including staging and kitting, reverse logistics, depot services and device as a service. MetTel further integrates its own nationwide multicarrier coverage and SingleSIM global data connectivity. At the end of 2024, MetTel managed over 800,000 devices in all regions, with the vast majority in the U.S.
MetTel operates a warehouse and fulfillment center in New York and is currently adding a second center in Utah, with capabilities such as deployment, depot services (for example, store, repair and redeploy), secure wipe and recycling.
MetTel supports a range of vertical sectors, especially those with a dispersed or field-based workforce or large device inventory. These include healthcare, retail, industrial, energy and utilities, transportation and logistics, as well as government agencies.
To deliver the end-user experience, MetTel prioritizes urgency as a core competency. This is measured through response times, CSAT and NPS (currently 75 for customer experience) and provides continued improvement measures. Interactions are analyzed and measured using an AI-based call-recording tool that enables sentiment analysis.
Over the next 24 months, MetTel plans to add new products. These include connected laptop as a service, expanded SingleSIM capabilities, enhanced customer-facing features in the customer portal, a new end-user support app and expanded technology partnerships with hardware and software offerings to transform fleet management digitally.

Mobility MEA

Headquartered in Dubai, UAE, Mobility MEA is a privately-owned service provider with a service portfolio spanning all segments of the full MMS suite, including depot services, forward and reverse logistics. In 2024, it added further security capabilities, such as cybersecurity (a systematic process protecting critical services and systems from cyberthreats and attacks) and security managed services. At the end of 2024, Mobility MEA managed more than 3 million corporate-liable, personal and ruggedized devices across all regions. The previously very dominant MEA region has now given way to a widespread distribution across the world.
For device logistics, Mobility MEA has third-party capabilities and uses third- and fourth-party logistics (3PL and 4PL) services, often including some specialty partners who typically provide warranty swap coverage. From a vertical perspective, Mobility MEA focuses on retail, aviation, government, manufacturing, ride-hailing, delivery services within transport and logistics, and telecom. In both the private and public sector, Mobility MEA supports clients with digital transformation projects, helping them take advantage of mobile devices to enhance productivity.
Going forward, Mobility MEA expects to continue investing in its security capabilities as a strategic area. With a business model that mixes direct and indirect sales, it also expects future growth from partnerships with systems integrators and consulting firms.

Sakon

The privately-held company Sakon is an MMS provider based in Concord, Massachusetts. Sakon’s MMS portfolio delivers a broad suite of solutions designed to enhance mobility management through automation, data-driven insights and life cycle control. The portfolio includes device life cycle management, UEM and financial management, relying on program management and governance to ensure best practices.
In 2024, Sakon enhanced its specialization in data orchestration, helping enterprises build customized data pipelines and AI-driven automation. The company has also expanded its device-as-a-service (DaaS) offering. By the end of 2024, Sakon directly managed 3.3 million devices across all regions.
For device logistics and disposal services, Sakon deploys a global network of partners. It has multiple depot locations: three in North America, four in Central and South America, three in EMEA and eight in APAC. Sakon addresses many horizontal use cases across numerous verticals. However, in specific verticals, such as healthcare, transportation and logistics, retail and higher education, it also has the opportunity to centralize data management to drive compliance and enable scalability.
The end-user experience is captured through a combination of SLAs for timeliness and adherence to specifications. Complementary XLAs capture the quality of interactions between customers and Sakon. Next, Sakon plans to introduce standard XLAs as contractual commitments, including end-user experience scores. In the next 24 months, Sakon will remain focused on data to drive meaningful outcomes for clients.

Samsung SDS

The publicly-listed company Samsung SDS, based in Seoul, South Korea, offers its Zero Touch Mobility (ZTM) platform (built on ServiceNow) to deliver automation of end-to-end workflows across the device life cycle. It does so by integrating mobility management platforms, forward and reverse logistics providers, managed service providers (MSPs) and value-added resellers (VARs), and mobile carriers. In 2024, ZTM added stronger integration capabilities with buyback and recycle service providers, and features such as omni-channel interfaces. At the end of 2024, Samsung SDS managed a total of 100,000 devices across all regions.
Samsung SDS’s ZTM integrates with ServiceNow’s Hardware Asset Management (HAM) module for asset tracking, inventory reconciliation and stockroom management. This HAM module is embedded into the ZTM license, minimizing the need for additional ServiceNow purchases. ZTM also automates compliance workflows for regulated environments, for example, finance and higher security capabilities for government and defense organizations.
To deliver a good end-user experience, ZTM offers multichannel interfaces, such as a portal and chatbot, along with self-service capabilities. End-users can manage certain actions themselves, including device troubleshooting, locking or unlocking and device location.
Strategically, ZTM is working toward broadening device coverage and offering more AI-driven analytics to gain real-time data on connectivity performance, app usage and device health. This will allow for proactive remediation. Its current geographical presence spans the U.S. and Australia/New Zealand, with plans to expand to Europe in 2025 and APAC in 2026.

Stratix

Stratix, headquartered in Peachtree Corners, Georgia, USA, is a provider of MMS and directly manages over 1.8 million devices globally. Stratix is privately owned and operates across North America, with light presence in Europe, Latin America and Asia. Its portfolio includes professional services, managed life cycle services, technical support and financial management solutions.
In 2024, Stratix expanded its offerings for multicarrier connectivity and specialty products. It also enhanced the ProCheck system for automating staging and kitting. Additionally, Stratix added repair certification for three new printer OEMs and launched a device replacement and ordering service for franchise organizations.
Stratix offers device logistics and disposal services, supported by five U.S.-based depots and a network of partners in Canada, the U.K., Mexico, Europe, Latin America and Asia. These services include deployment, spare pool management, return management authorization and IT asset disposition. Stratix’s logistics capabilities are enhanced by the itrac360 platform, which provides real-time visibility and supports a fully-managed life cycle for enterprise mobility programs.
Stratix prioritizes delivering mobility-focused managed services to global enterprises and large mid-market organizations, primarily in North America. The company targets industries such as retail, hospitality, healthcare, manufacturing, logistics and field services. It provides solutions that primarily aim to enable frontline workers. Stratix measures customer satisfaction through metrics like NPS and first-call resolution.

Tangoe

Tangoe is a private-equity-owned provider based in Indianapolis. Its portfolio addresses the full life cycle from acquisition to retirement, with capabilities such as asset management, sourcing and logistics, UEM, TEM and security management and advisory services. In 2024, Tangoe launched new mobile store enhancements, expanded on customized data access, achieved deeper integration with ServiceNow and offered more AI analytics. At the end of 2024, Tangoe directly managed 7.5 million devices of all types across all regions.
From depots in North America, the U.K., the Netherlands and APAC, Tangoe offers kitting and provisioning services, break/fix, recycling and secure device wiping, return management, wiping and triage. Tangoe Buyback & Recycling is a trade-in and sustainable-recycling program, and Tangoe Renew is an offer for device recycling and buyback. Tangoe serves clients representing several industries, including financial services, healthcare and pharmaceutical, retail, manufacturing, food and beverage, transportation and logistics, technology, professional services and energy and gas.
The end-user experience is measured monthly on platforms, telephony systems or the internally-built Microsoft Power BI tools. SLAs include Tangoe platform uptime, platform accuracy, fulfillment CSAT or customer satisfaction and average call and chat duration. Mobile help desk service XLAs include quality assurance, abandon rate, response time and first-call resolution. Going forward, Tangoe aims to focus on ensuring operational efficiency in combination with cost management, security and compliance. It also wants to enable digital transformation initiatives.

Techstep

Techstep, headquartered in Oslo, Norway, is a publicly-listed provider of MMS. At the end of 2024, Techstep managed over 3 million devices, predominantly across Europe. Techstep offers a diverse MMS portfolio that integrates software, security and devices, focusing on enabling efficient and sustainable operations for office and frontline workers. Its services include certified hardware, life cycle management, managed services, advisory and business-critical mobility solutions, with an emphasis on security and sustainability.
Techstep’s logistics and disposal operations are supported by strategic partnerships in Scandinavia, and globally through devicenow, which services 190 countries. Its logistics partners, such as Itegra and Ingram, ensure efficient device delivery and life cycle management. Strategically, Techstep plans to expand its footprint within Europe and beyond, focusing on automation and the previously mentioned security and sustainability capabilities. It aims to integrate device life cycle management with unified endpoint management to enhance its service offerings.
Techstep prioritizes end-user satisfaction by using Salesforce to collect feedback through surveys that are triggered upon case resolution. These focus on response times across all channels (call, email and chat) as their main SLA. Techstep serves a wide range of verticals, including healthcare, retail and manufacturing, by offering tailored solutions for operational efficiency and security. Its capabilities comprise device life cycle management, advanced mobile threat defense and integration of unified endpoint management solutions, which are all intended to support diverse business needs.

Telefónica

Telefónica is a publicly-listed telecom operator headquartered in Spain. Telefónica’s portfolio spans the full mobile life cycle and is based on a vendor-agnostic set of layers for management, security, productivity and enterprise applications, structured in modules. In addition, Telefónica provides connectivity, devices and managed workplace offerings.
In 2024, Telefónica added more partners for managed solutions (Jamf, Datamob), help desk and devices. At the end of 2024, Telefónica managed a total of 18 million devices across all geographies, with most deployed in Latin America and Europe.
For logistics, Telefónica offers international transportation, customs, warehousing services, transportation, reverse logistics and disposal options. Telefónica also partners with Ingram Micro and TD SYNNEX to offer device-as-a-service capabilities outside of its own footprint.
The end-user experience is measured from two perspectives. One is the digital experience extracted from Nexthink and Samoby (now Riverbed) for proactive remediation. The other is based on an SLA framework for response times, FCR, re-opened tickets and a user satisfaction index compiled from polls and specific questions after interactions.
From a vertical perspective, Telefónica focuses on the public sector, education, retail, banking, manufacturing and health and pharmaceuticals, for which the company aims to deliver outcomes such as worker safety, improved productivity and secure communications. Strategically, the experience of the end user and its administrators are at the center of its efforts. The company plans to use more proactive monitorization and analytics to enhance this and achieve more relevant business outcomes.

Verizon

Verizon, headquartered in the U.S., launched Verizon Business Complete in mid-2024. This smartphone-as-a-service solution is based on two packages, each comprising a flagship smartphone, unlimited plan, repair and replace coverage and Verizon’s mobile device management. It also includes support services, such as onboarding, 24/7 tech support and device recycling.
Verizon uses a common commercial model of price per user per month, although with a significant difference: there is no contract term. The price also includes unlimited screen replacements. As of the end of 2024, the company managed fewer than 100,000 corporate-liable devices.
The company’s logistics are managed from a distribution center in Fort Worth, Texas. It provides delivery within one to two business days across the continental U.S. The company focuses on sustainability by reusing high-quality devices and offering return kits for recycling. It serves various verticals, including healthcare, construction and logistics, offering device protection and same-day replacement in some locations.
Verizon measures customer experience by monitoring orders, support calls and feedback. It plans to expand its MMS offerings over the next 24 months, including additional devices like tablets and services such as enhanced managed solutions. The company uses marketing campaigns and existing sales channels to grow its market presence, targeting global enterprise customers with security solutions and support services.

Vodafone Group

Vodafone Group, headquartered in the U.K., is a provider of managed mobility services, managing over 5.69 million devices globally. Vodafone is publicly listed and operates in all global regions, with Europe accounting for the majority of its footprint. Its portfolio includes device life cycle management, unified endpoint management, security management and global tariff solutions.
In 2024, Vodafone Business expanded its Device Lifecycle Management (DLM) into new markets and launched tailored mid-market solutions and a business eSIM manager solution. It also enhanced digital portals for an improved customer experience and mobile cost control, and a carbon calculator.
Vodafone’s device logistics and disposal capabilities are supported by two distribution centers in the U.K. and the Netherlands, and a partnership with Best Buy in the U.S. These facilities enable processing and distribution of devices, supported by sustainability initiatives such as comprehensive circularity and carbon reporting. Vodafone’s logistics services include kitting, staging, enrolling, repairs and secure disposal, focusing on a fully-managed life cycle for enterprise mobility programs.
Vodafone targets a range of customer types, from SMEs to large multinationals, with a lens on verticals such as automotive, energy and utilities, healthcare and the public sector. The company offers solutions that cater to specific vertical needs as well as worker-persona-based solutions. Vodafone measures customer satisfaction through service desk monitoring, service reviews and surveys. The company plans to continue expanding its portfolio and geographic reach, with a focus on customer experience and sustainability.

WidePoint

WidePoint is a publicly-listed provider based in Fairfax, Virginia. With a focus on security, its MMS portfolio includes mobile policy management, expense, security and device management and user support for enterprises and the federal government.
In 2024, WidePoint certified and deployed its proprietary MobileAnchor Digital Credential, a secure multifactor authentication solution for mobile devices. At the end of 2024, WidePoint was managing a total of 1 million devices of all types and across all regions, with the vast majority in the U.S.
WidePoint offers device logistics services, such as order management, provisioning and disposal (secure data wiping, recycling and certified destruction). These services are delivered from operations centers in the U.S. WidePoint collaborates with trusted third-party logistics providers to extend its reach and capabilities, ensuring reliable and scalable support for clients in all operational regions.
From a vertical perspective, WidePoint focuses on enhancing security, optimizing operations and driving business transformation for verticals such as government, healthcare, finance, education and transportation.
To measure the end-user experience, WidePoint uses surveys, NPS and time to productivity. It collects transactional data from support channels, all of which feeds into its SLA and XLA environment. Strategically, WidePoint is focusing on further enhancing its security capabilities, AI and automation integration. Its goal is to deliver proactive support for productivity, geographic and market expansion, expanding device throughput and the recycling program, and providing an enhanced device-as-a-service offering.

Market Recommendations

As an SPVM leader, you should:
  • Evaluate MMS providers using a three-pronged approach that covers technical and functional requirements (including geographic coverage), commercial structure and operational performance. In practice, this involves performing due diligence to validate adherence to performance metrics, processes and responsibilities. Regarding cost, this includes both the costing and any associated assumptions.
  • Apply sustainability requirements, and ensure that they are measurable. Look for both internal measures, such as reducing utility consumption, and external ones, such as facilitating refurbished devices and recycling capabilities. Request, review and deploy any available carbon calculators.
  • Ensure that the provider’s view of the value it delivers aligns with your expected business outcome and that its strategic direction will support any ongoing engagements.
  • Clarify deployment costs and processes by requesting transparency. In addition, decide which implementation time frames may be most appropriate for deployment based on either a full stack in a specific geography or a specific feature across geographies.
  • Since many providers are privately or private-equity held, ask for financial statements to ensure their financial health is sufficiently robust. For providers that are publicly listed and for which MMS represents a small portion of the overall business, ascertain their commitment to the MMS portfolio.

Evidence

1 2024 Gartner Digital Worker Survey. This survey sought to understand workers’ technological and workplace experience and sentiments. The research was conducted online from April through July 2024 among 5,141 respondents, who were from the U.S. (n = 1,121), Australia (n = 1,086), India (n = 996), the U.K. (n = 973) and China (n = 965). Participants were screened for full-time employment in organizations with 100 or more employees and were required to use digital technology for work purposes. Ages ranged from 18 through 74 years old, with quotas and weighting applied for age, gender, region and income, so that results were representative of countries’ working populations. We defined “digital technology” as including any combination of technological devices (such as laptops, smartphones and tablets), applications, and web services that people use for communication, information or productivity. Disclaimer: The results of this survey do not represent global findings or the market as a whole, but reflect the sentiments of the respondents and companies surveyed.

Note 1 Gartner’s Initial Market Coverage

This Market Guide provides Gartner’s initial coverage of the market and focuses on the market definition, rationale for the market and market dynamics.