Service is also costly, and it's difficult for the help desk to provide expertise over a range of devices. When few support staffers know the hardware, it's hard to have a mobile expert available on every shift, Daley says. And users seeking tutorials on new equipment can boost call volume.

Some CIOs are meeting this challenge head-on by training everyone on their support staffs on mobile technologies, says Daley. Others try to head off the volume by using self-service support Web sites with messages such as, "If you have a Palm Treo 650, try this before you call technical support." Law's group provides employees with "cheat sheets" for each device to help them with the basics.

Buying additional devices for key people can improve support efficiencies as well. For example, Cluff purchases BlackBerries for technicians so they can become thoroughly familiar with them.

The approach has also provided an unforeseen benefit. The rationale was to get BlackBerries for the technicians so they could support the customer, Cluff says. But it turns out that the devices are also helping them be more productive in their work.

Sidebar: Mobile tactics