The Pulse of Mobile Enterprise Applications. Empowering Employees and Enhancing Customer Engagement

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1 The Pulse of Mobile Enterprise Applications Empowering Employees and Enhancing Customer Engagement

2 The mobile enterprise applications market is on a growth trajectory. Our focus today? WAN-based solutions for employees on the move.

3 2012 Mobile Enterprise Applications Survey How are mobile worker apps being prioritized? How are they being implemented? How do they impact a company s key performance metrics? What stands in the way of deployment? Is there a preferred mobility solution partner?

4 Percent of surveyed North American businesses that have deployed at least one employee-facing mobile application: 82% # of Deployed Apps 20 or more None Don t know 9% 4% 17% 52% 13% 5%

5 Percent of surveyed North American businesses that # of Planned Apps 20 or more % 9% 3% plan to add one or more new % employee-facing mobile apps in 2013: 68% None Don t know 19% 13%

6 % of North American Businesses That Have Currently Deployed Mobile Application to at Least Some Degree 80% Wireless 48% Access to internal corporate database(s) 44% Standalone corporate instant messaging 38% Mobile sales force automation 37% Employee-to-employee social media 35% Mobile workforce management 33% M2M remote monitoring and diagnostics 29% Mobile asset tracking 27% Standalone video capture 13% Fleet management and tracking % of North American Businesses That Plan to Introduce or Expand Mobile Application Deployment Within Next 3 Years 52% Mobile sales force automation 51% Access to internal corporate database(s) 47% Wireless 45% Mobile workforce management 40% Mobile asset tracking 40% Standalone corporate instant messaging 37% M2M remote monitoring and diagnostics 37% Employee-to-employee social media 34% Standalone video capture 27% Fleet management and tracking

7 Wireless Mobile Sales Force Automation Mobile Workforce Management Mobile Asset Tracking Very or Somewhat Necessary 71% 94% 71% 60%

8 Small and mid-sized businesses: Less enthusiastic Lower recognition of value-add Fewer plans for deployment

9 Pilots and trials remain the norm Wireless Currently in pilot Mobile SFA Piloted, then rolled out Mobile Workforce Management Mobile Asset Tracking % 20% 40% 60% 80% 100% Immediate rollout; no pilot Other

10 Most deployments require some level of customization Wireless Out of box Prepackaged; Some in-house customization Mobile SFA Prepackaged; Some 3 rd party customization Mobile Workforce Management Mobile Asset Tracking % 20% 40% 60% 80% 100% Fully customized in-house Fully customized by 3 rd party

11 Over half use at least some cloud-based applications 29% 14% 31% 26% On-premise server solution Hosted or cloud solution Hybrid: Both on-premise and cloud 55% Don t know

12 Native apps remain the preferred choice 13% 3% How important is it to have a mobile business app that fully exploits a device s native capabilities? 17% 67% Very or somewhat important Neither Very or somewhat unimportant Don t know

13 Wireless carriers are preferred mobility partners Wireless carrier 27% Major corporate software vendor 18% Mobile device manufacturer Systems integrator or prof svcs firm Mobile application developer 13% 12% 11% Value-added reseller (VAR) Mobile platform vendor 6% 8% PBX/UC vendor Other 2% 5%

14 Most important criteria used to evaluate a potential mobility partner 1. The cost of doing business 2. Professional services capabilities 3. Post-sale service and support capability 4. The solutions portfolio 5. Brand reputation 6. Experience with back-office integration

15 Current users are happy with their solutions Satisfied Dissatisfied Wireless Mobile Sales Force Automation Mobile Workforce Management 91% 78% 66% 2% 3% 3% Mobile Asset Tracking 75% 2%

16 Over half of current users plan to expand deployments within 12 months Wireless Mobile Sales Force Automation Mobile Workforce Management % Planning to Expand 54% 58% 51% Mobile Asset Tracking 48%

17 ROI impacts are clear Increased worker productivity 67%* More employee collaboration 43% Reduced paperwork 48% Decreased labor expense 27% Faster overall sales process 33% Increased customer satisfaction 38% * % of current users reporting as top three ROI impact

18 What s the key barrier to purchase? Anticipated costs. 1. Implementation cost 2. Unclear ROI benefits 3. Hardware expense 4. Overall high TCO 5. Corporate data vulnerability 6. Integration difficulties

19 Considerations. Cloud-based model LOB as key participant/driver Setting ROI expectations The value of pilots Vertical-specific solutions Platform vs. point Wireless carrier vs. major CSV