The Mobile Enterprise: Employee Self Service. Deepali Majumder, Senior Consultant, Wipro Mobility Solutions

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1 The Mobile Enterprise: Employee Self Service Deepali Majumder, Senior Consultant, Wipro Mobility Solutions

2 Table of contents Technology is shaping demand The Mobile Employee Why is a mobile employee suite necessary? Slow Adoption: Challenges in this mobile-scape The future is connected Resources

3 Technology is shaping demand The way we do business is changing rapidly, driven primarily by evolving customer preferences in an interconnected global village. At the forefront of all this pulsating new world is innovative technology adoption- the migration of businesses to sense society and individuals; to understand what is that they want; rather than be limited to their four walls and create products that might not even be relevant to today s consumer. Enterprises have also realized the value and accepted the fact that consumer driven technology is the way forward. The popularity of user driven internet devices like Skype, Google, social media channels like Facebook, Twitter and many others have influenced today s enterprises to consumerize the technology landscape. Generation Y joining in companies today will refuse to work if they cannot bring in their own devices and control the way they work- the logic does seem pretty straight forward; work will be delivered and at an optimum output level within optimum time; however the process of work done cannot be controlled by archaic and legacy systems that do not reflect the intersection of mobile, social and lifestyles of the employee. Work culture is determined by collaboration over channels that are not traditional but are rather open and networked with spill-overs into personal life. With more and more people opting to believe in the mantra of work will be delivered irrespective of location of work done; companies must focus on aligning systems and processes that cater to this growing demand. The Mobile Employee The Business Insider-State of the Internet report for 2012 states that last year in 2011; smart phones sales overtook PC sales and will very soon dwarf them. Mobile also accounts for an ever increasing scale of internet traffic than PC s today- the future is mobile and that is a statement beyond doubt. The rapid proliferation of consumer mobile devices is also changing the traditional IT 03

4 environment in enterprises, as 90 percent of enterprises have already deployed mobile devices, with smartphones being most widely deployed, according to a survey by Gartner, Inc. Estimates from Gartner state that at today s flux over 54 million employees are currently involved in some kind of remote work. Employees are constantly on the go- they are consumers too; the boundaries of work are not a staid cubicle anymore. There is an intersection of work, social and mobile communication that has led to improved productivity, innovation in real time, and reduced cycle times by enabling access to information and expertise across the company. Employees would rather leverage tools and information available at their beck and call rather flexible working hours, higher satisfaction index on the work life balance and a sense of lesser stress on the functioning of an employee Mobility in an enterprise is a transformational tool. According to a Wipro Consulting-Citrix study, by mid % of companies will have a Bring Your Own Device (BYOD) policy in place. The increased adoption of smart phones and tablets has resulted in opening up new opportunities and challenges for the enterprise. Employees lose time and productivity suffers when they cannot access information or reach key decision makers. Mobility enables these employees to have resources at their finger-tips and network with key decision makers to improve productivity. than log on to systems from a physical office location- this in true terms offers What benefits, if any, has your firm experienced as a result of deploying mobile applications? Increased worker productivity Increased employee responsiveness and decision-making 57% 70% Faster internal IT issue resolution 49% Improved customer satisfaction 44% Faster customer issue resolution 36% Competitive differentiation Reduced personnel costs Reduced fuel, gas, or fleet maintenance costs Improved brand perception Increased sales revenue Reduced sales cycle time It s too soon to tell/don t know Reduced inventory costs 20% 18% 16% 15% 14% 10% 8% 7% None; we haven t seen any benefits Other 3% 1% Base: 305 US IT decision-makers at firms with 1,000 or more employees, whose organization is currently using mobile applications Source: Forrsights Networks and Telecoms Survey, Q Reproduced from Avaya resources 4 The business scenario today cannot afford to waste time when conjuring up new ideas, or creating new solutions for customers. The foundation for innovation lies with speed and effective implementation- both that can only be Why is a mobile employee suite necessary? possible with an employee, who can harness the power of information and leverage instant connectivity to enable seamless communication exchange. Gartner believes that BYOD is inevitable and a mobility strategy is a must to succeed in the game. Ideas are not restricted to a boardroom- so why should the work be? For employees, changing the boundaries of old workplace patterns allows for increased face time with clients, decreased commute time, greater control over workloads, and even a more balanced lifestyle (work/life balance). Combined, these translate into increased employee productivity and satisfaction, as well as increased revenue for the company, and higher employee 04

5 retention. BYOD is essentially capturing personal apps like facebook and twitter along with enterprise apps like CRM on a single portable and personal device. It directly impacts profitability; when for example a mobile enabled employee on the Travel and Expenses app can help the enterprise achieve 40% reduction in cost on the expense report, 10% higher compliance on policies and 28% faster approval cycles reports the Aberdeen Group, There is a direct business benefit of mobile CRM and sales force automation with an improved deal close rate, increased deal size, reduced sales cycle and heightened customer intimacy, thus leading to overall improved revenue performance. Operational performance transforms with supply chain efficiencies coming to play, for improved quality of field service and customer satisfaction. Employee satisfaction is probably one of the biggest challenges in today s dynamics. Mobility is also a lifestyle enabler. With physical presence no longer required; and tools such as mobile video conferencing, mobile business applications like ERP and LOB- travel and expense, payroll, leave, and learning management- employee responsiveness and decision making abilities are vastly improved. Forrester research reports improvements in 75% worker productivity, 65% employee responsiveness, 48% customer issue resolution, leading to an increase of 42% customer satisfaction.customer satisfaction is the other big benefit area with reduced cycle times and the increased speed of response from a remote or always accessible employee; higher chances emerge for competitive differentiation. Slow Adoption: Challenges in this mobile-scape Despite such transformational benefits- a CIO Research by Gartner reports only a 40% deployment of enterprise mobility in industries like IT/ITES, 52% in financial services amongst others. There is an inhibitor to mass mobilization. BYOD programs to bring in a certain set of legal and technical issues; with regards to security and data privacy regulations and loss of devices and data. According to Forrester Consulting; as momentum for supporting employee owned devices builds, firms must consider the security implications of allowing personal mobile devices into the office. Between 56% and 59% of surveyed organizations are concerned with network and customer data security issues. Securing customer s personally identifiable information is particularly critical because it is critical to validate the identity of individuals who are watching and receiving a particular application, content, or service. Device security is an issue as new types of mobile devices and operating systems are supported. As an increasing number of firms open their doors to new types of mobile devices, operating systems, and solutions, there is increased demand on ensuring security across all types of devices. Enterprises must ensure the security of new types of mobile devices, form factors, and operating systems (e.g., iphones, Android devices, and ipads). For example: How will firms deal with devices that are lost or stolen? How will firms ensure that corporate content on personal devices is wiped when employees leave the organization or change jobs? The CIO research states three key challenges that deter companies from deploying enterprise mobility solutions- 75% state security and compliance, 51% cite lack of awareness of solutions and a good 42% say that there is an unclear ROI. Gartner in its analysis on enterprise mobility and its impact on IT, simply states that the innovation rate in mobile devices, social software and cloud computing is accelerating faster than the enterprise adaptation rate. Governance in mobility is a challenge because of the multitude of factors that are involved including cloud, legacy, user, app, networks and even location. The enterprise needs to understand its mobile employee and craft a methodology to deploy devices and solutions that make a trade off at the optimum levels of security and accessibility. The future is connected The future is mobile and it is not about tomorrow as much as it is about today. Consumerization of IT is shaping demand today and businesses need to listen and engage better to reach the next rung of innovation- change that is disruptive and not incremental. The explosive growth in mobility, social media and cloud computing presents the enterprise with enormous opportunities and challenges. Gartner recommends that mobility requires enterprises make decisions among many interdependent tradeoffs to a secure deployment. With the Economist estimating that proliferation of mobile devices is 05

6 expected to be over 10 billion by 2020; business need to respond faster and listen to consumers thus paving the way for the next wave of increased revenues, higher productivity, improved operational efficiency and a satisfied employee. 06

7 Resources: 1.Business Insider: State of the Internet 2012; Blodget. H; CEO & EIC, Business Insider 2.Gartner: 3.Agilquest: 4.Avaya: 0Innovation%20-%20Mar% pdf 5.Forrester: 6.Gartner: 07

8 About The Author Deepali Majumder Senior Consultant, Wipro Mobility Solutions Deepali Majumder, is leading the Solution team for all Domain and technology specific Mobile Solutions from Wipro Mobility Solution Group. She has joined Wipro after completing her B,Tech and worked in Telecom and Wireless domain for various projects for last 13+ yrs. Her experience covers both embedded and application software in the area of 3G, EDGE, HSDPA She has done her MBA (PGSEM) from IIM, Bangalore. About Wipro Council for Industry Research The Wipro Council for Industry Research, comprised of domain and technology experts from the organization, aims to address the needs of customers by specifically looking at innovative strategies that will help them gain competitive advantage in the market. The Council, in collaboration with leading academic institutions and industry bodies, studies market trends to equip organizations with insights that facilitate their IT and business strategies. For more information please visit About Wipro Technologies Wipro Technologies, the global IT business of Wipro Limited (NYSE:WIT) is a leading Information Technology, Consulting and Outsourcing company, that delivers solutions to enable its clients do business better. Wipro Technologies delivers winning business outcomes through its deep industry experience and a 360 degree view of Business through Technology helping clients create successful and adaptive businesses. A company recognized globally for its comprehensive portfolio of services, a practitioner s approach to delivering innovation and an organization wide commitment to sustainability, Wipro Technologies has over 135,000 employees and clients across 54 countries. For more information, please visit or contact us at info@wipro.com 08

9 DO BUSINESS BETTER NYSE:WIT OVER 135,000 EMPLOYEES 54 COUNTRIES CONSULTING SYSTEM INTEGRATION OUTSOURCING WIPRO TECHNOLOGIES, DODDAKANNELLI, SARJAPUR ROAD, BANGALORE , INDIA TEL : +91 (80) , FAX : +91 (80) , info@wipro.com North America South America Canada United Kingdom Germany France Switzerland Poland Austria Sweden Finland Benelux Portugal Romania Japan Philippines Singapore Malaysia Australia Copyright Wipro Technologies. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without express written permission from Wipro Technologies. Specifications subject to change without notice. All other trademarks mentioned herein are the property of their respective owners. Specifications subject to change without notice. IND/UNPL/JULY2011-MAR2012