TRIANZ WHITEPAPER Winning Your Customers by Creating a Smart and Connected Enterprises Engage, Enable, Empower December 2015 www.trianz.com
Abstract This paper discusses how leveraging the advantages of enterprise mobility can help organizations become smart and connected enterprises, and in turn increase employee productivity, operating efficiency, and customer engagement. 2
Contents Introduction - 4 Why Organizations Will Need Enterprise Mobility - 4 What Are the Major Drivers for Adoption of Enterprise Mobility? - 4 What Constitutes Enterprise Mobility Readiness Assessment and Roadmap? - 5 A Stakeholder-Centric Enterprise Mobility Approach - 5 5 Essential Elements for an Enterprise-Wide Mobility Strategy - 6 The Road Ahead - 6 Trianz s Enterprise Mobility Framework - 7 About the Author - 7 About Trianz - 8 3
Winning Your Customers by Creating a Smart and Connected Enterprises Trianz Whitepaper Introduction With accelerated advancement and enhancements in the communication and information technology, a growing number of professionals are using mobile devices to perform their work giving rise to the phenomenon of Enterprise Mobility (EM). Commoditization of information technology and falling smartphone/pda prices have redefined how information exchange and business transaction are carried out. EM has ushered in a cultural and organizational transformation and has, in fact, become a C-suite level issue. Technology and business leaders are focusing their attention on how to leverage this phenomenon to improve workflows, bring efficiency to business operations, win/retain customers, and bring a compelling competitive differentiator. Why Organizations Will Need Enterprise Mobility? Over the last couple of decades, businesses across the world have gone through many unprecedented events. Economic uncertainty, shifting of market forces from the developed to emerging markets, heightened regulatory scrutiny, and rising consumer expectations have redefined business models like never before. Today, businessenabled mobility is no longer a fringe benefit or a nice-to-have innovation, but, rather a productivityenhancement imperative and hence must be part of the IT strategy. Further, if effected with the right intent and rigor, enterprise mobility can be a force multiplier for employee productivity, customer centricity, and value generation. Statistics below further substantiate why enterprise mobility is a force to reckon with: By the numbers The Case for Enterprise Mobility $5.8 billion Predicted growth in The Enterprise Mobility Between now and 2018 66% of employees use personal devices for work 1/3 of office-based workers regularly work away from their desks 29% of our global workforce use 3+ devices (Source: 451 Research) (Source: CEB) (Source: CEB) (Source: Forrester) What Are the Major Drivers for Adoption of Enterprise Mobility? As we stated in the opening paragraphs, forward-thinking organizations are more than confident that enterprise mobility, leading to workplace virtualization, is the most disruptive force at work and cannot be ignored if they aim to stay relevant and competent in today s knowledge economy. With cross-border trade-flow of goods and services touching newer highs and globalization of business operations, constant connectivity is a must for today s workforce. IT giants IBM, Apple, and Intel are already ahead in the curve with their BYOD programs. Clearly, boundaries between the office and personal workspace are getting blurred with employees increasing opting to bring their personal devices to access official and personal content. Gartner has predicted that by 2017, half of the employers will require employees to supply their own device for work purposes. 4
Winning Your Customers by Creating a Smart and Connected Enterprises Trianz Whitepaper Consumerization of IT has also given impetus for the organizations to embrace mobility to get the work done by reducing communication barriers, improving process workflows, and empowering sales/marketing/ service personnel to faster decision-making. For customer-facing organizations, customer engagement, retention, and satisfaction are key drivers as providing an Omni-channel experience through mobile, tablet, and laptops can bring organizations closer to their customers. The global market for enterprise mobility reached $86.3 billion in 2014. This market is expected to reach $99.5 billion by 2015 and $201.6 billion by 2020, registering a compound annual growth rate (CAGR) of 15.2% from 2015 to 2020. What Constitutes Enterprise Mobility Readiness Assessment and Roadmap? While there may be some form of enterprise mobility strategy already in place, a readiness assessment and articulation of a clearly defined future roadmap can help organizations answer some crucial questions such as: Does the enterprise mobility strategy aligns well with the business strategy? Will the proposed solutions be in-house or outsourced (build or buy)? What is the level of BYOD maturity? What are the data security and privacy guidelines? Is the IT infrastructure robust enough to provide a seamless connected experience? What are the IT capabilities to support multi-device or multi-operating system? Are these capabilities scalable and easily deployable? Is there a use case that can be referenced and benchmarked for an enterprise-wide mobility rollout? A Stakeholder-Centric Enterprise Mobility Approach Once the cornerstones (strategy and roadmap, application development and user interface design, and IT/ operational structure) are identified, topped with a strong data privacy and security governance model, organizations can direct their efforts in addressing concerns of their stakeholders including investors, employees, partner/suppliers, and most importantly their customers. Enterprise mobility can bring clear incentives to each set of stakeholders with: Customers benefitting the most through enhanced level of services and resulting satisfaction Investors getting a higher ROI (either cost saving or an uptick in revenue/margin) Employees experiencing a rise in productivity, real-time collaboration, and communication Supplier/Partner integration through mobility brining workflow process integration and close collaboration 5
Winning Your Customers by Creating a Smart and Connected Enterprises Trianz Whitepaper 5 Essential Elements for an Enterprise - Wide Mobility Strategy Now that we are more than convinced about enterprise mobility and its far-reaching benefits, we can look at what drives the adoption of an enterprise-wide mobility strategy. Having worked with some of the leading organizations in their respective industries, Trianz is of the opinion that there are 5 key elements that should be part of any organization s enterprise mobility strategy. DATA PROCESSING AND ANALYTICS: Increasing adoption of enterprise mobility will lead to an explosive surge in data generation. Organizations who can capture this data faster will likely make better decisions and implement them faster than competitors. Therefore, a reassessment of existing data and BI ecosystem can help identify capability gaps that can obviate the benefits of enterprise mobility. OMNICHANNEL MOBILITY: Enterprise mobility is not limited to mobile, but is more pervasive with increasing usage of PDAs, laptops, IPAD, scanners, portable printers, and other handheld devices. An Omni-channel approach towards the development of EM strategy can help organizations address the myriad issues that could arise due to device compatibility, usage, and user preference/ experience. PRODUCTS: Mobility can, in fact, be a USP for both emerging and established customer-facing (B2B/B2C) organizations. Some of the leading online retailers in India like Myntra and Jabong have adopted mobilefirst as their primary channel of business successfully. Cab-hailing company Uber and Ola are running their business through mobile app only. Banking, telecom, utility, and payment service providers fast catching the attention of their customers through innovative products and services being offers through mobile apps. With more smartphones and PDAs being sold than laptops and desktops, marketing, advertising, and communication industry is actually at an inflection point. BUSINESS MODEL: With blurring of the line between the businesses and consumers when it comes to technology adoption, organizations are being driven to a point where they need to alter their business models to stay competitive in the market. Mobile-centric business processes (augmented with cloud computing and data analytics) using context and location-specific information can enable expeditious decision-making and improved business outcomes. WORKPLACE TRANSFORMATION: Embracing telecommuting can not only help businesses reduce workplace cost substantially while improving their greening footprint. Employee satisfaction and productivity also tend to go high when they are provided options to work from their choice of location. Findings from many research studies have revealed that work-life balance and job satisfaction rank much higher than compensation for today s workforce. Consumerization of IT, mobility-enabled businesses have given rise to anytime/ anywhere workplace. A study by Forrester research has found out that 75% of businesses have increased worker productivity after deploying mobile apps due to: Faster decision-making (66%) Faster resolution of customer and internal IT issues (48%) Improve customer satisfaction (42%) The Road Ahead It is clear now that mobility can bring to businesses a much enhanced and desired level of connectivity, reach, and means to interact with the workforce, customers, and other value chain partners. Call it innovation, disruption, or by any other name, mobility is going to revolutionize the way businesses conduct their operations and engagements. It could be an interesting choice whether organizations start afresh by building/acquiring their mobility infrastructure and supporting ecosystem, or retrofit/ refurbish their existing systems. Whatever be the 6
Winning Your Customers by Creating a Smart and Connected Enterprises Trianz Whitepaper decision, organizations that differentiate themselves by adopting enterprise mobility as a value driver stand to reap multifold gains in the long run. Trianz s Enterprise Mobility Framework Trianz s execution capabilities and rich experience from having supported clients through their enterprise mobility journey and help realize the value of each dollar spent. Our unique framework can help you design a mobility strategy. Augmenting this further, our comprehensive suite of allied services including business intelligence, data warehousing, and cloud computing can help you enhance the level of engagement with various stakeholders, improve delivery of your offerings, turn data into insights, and transform your company into a high-performance organization. About the Author Sreenivas Kunapuli Director, Digital Solutions Email: sreenivas.kunapuli@trianz.com Sreenivas Kunapuli (Sreeni) brings more than 17 years of IT leadership experience. He has strong credentials in the areas of digital strategy, practice development, global delivery, competency development, and pre-sales where he has influenced clients and enabled a better business experience. He has worked extensively as a digital consultant with clients from various industries on initiatives involving supply chain collaboration, business collaboration, social business, and customer experience areas. At Trianz, Sreeni is responsible for building and growing the Digital Solutions practice with primary areas of focus being digital transformation, interaction and user experience. 7
About Trianz A global professional services firm that specializes in full life cycle execution with business & technology teams, perspectives and experience under one continuum. History Founded in 2001 in Silicon Valley, with unique perspectives on Clients, Values and a core them of Business Execution. 14+ years track record of successful Client partnerships with Fortune 1000 to emerging companies. Purpose Trianz enables business and technology leaders in the formulation and execution of operational strategies Client Industries Insurance Banking & Other Financial Services High-Technology Retail & Manufacturing Transportation Life Sciences Public Sector Silicon Valley, Washington DC Metro, New York, Emirates, Bangalore, Chennai, Hyderabad Trianz Practices & Service Offerings: Reinventing Business Functions through New Technology Paradigms 8
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