M O B I L E STRATEGIES F O R L A R G E BUSINESSES
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1 M O B I L E STRATEGIES F O R L A R G E BUSINESSES
2 TABLE OF CONTENTS 01 Introduction 02 Trends Within Large Businesses 03 Mobile Case Studies 04 BCX s Message to Large Businesses 05 The BCX Key Differentiators 1 BCX 2016
3 BCX
4 01 INTRODUCTION Mobility has become crucial to the strategic, operational and financial success of an organisation. Many companies have realised the importance of developing a mobility strategy in order to position themselves as highly capable, always available, innovative, flexible and customer-focused entities. Currently, mobility is a broad term that refers to a selection of mobile devices, wireless networks and wireless services, which support the concept of mobile computing and mobile-enabled business processes. Mobility is also a key element of a comprehensive unified communication strategy. Mobile-device management Mobile-data security Fixed wireless and FMC Mobile-policy management Mobile payments Mobile communications Workforce mobility Bring Your Own Device (BYOD) Mobile Broadband Mobile-service management Mobile-cost management Both smartphones and tablets have become the norm in today s organisations and require a shift in technology and mindset in order to be operationally effective. Supporting and managing these devices, from an organisational point of view, require specialised skills and an extremely high level of security. Organisations also need to be confident that they can develop, deploy, support and manage the required mobile services and accurately assess the financial implications of mobile services and accurately assess the financial implications of mobility. Omni-channel customer engagement Mobile-enabled business processes Unified Communications 3 BCX 2016
5 As with the implementation of any global technology, it is crucial for a South African business to define a clear and realistic strategy, calculate actual costs and assess the associated Return on Investment (ROI) before implementation takes place. ROI should not just look at potential cost savings, but also productivity gains that can be achieved. International technologies and standards can differ from what is required locally. It is important to ensure that the financial implications of the strategy are clearly assessed and supported. Introducing a number of devices into an organisation can lead to costs spiralling out of control if not managed correctly. It is also important to define and address potential security concerns with regard to the organisation s data. Integration with existing software and infrastructure must also be carefully considered, and potential technology gaps must be identified and addressed. According to the Accenture CIO Mobility Survey 2013, 73% of 400 global IT executives said that mobility will impact their businesses as much as or more than the web did. The survey states that IT executives realise that mobility is not only a way of improving the transactional side of the business, but it is also crucial to increase customer interaction and insight. 79% of respondents stated that they believed mobility to be a revenue generator. According to a 2013 Forrester Enterprise Mobility Services research report, the top impacts on IT spending, driven by growing use of smartphones and tablets, were as follows among the organisations they consulted: 1. increase our services budget in IT to pay for these new services; 2. deploy more software-as-a-service applications on the devices; 3. hire a third party to help us develop applications for the devices; 4. choose new suppliers with specialised mobile skills; 5. increase our service s budget in business units to pay for these new services; and 6. hire a third party to help us define how we will handle security for the devices and the associated apps. A 2012 Bain global survey on customer loyalty in retail banking mentioned major findings, including a surge in mobile banking and low loyalty scores given by affluent customers, to which they said highlighted the need to tailor digital and physical channels to the priorities of highvalue customer segments and integrate these channels closely with one another instead of running them in parallel. If implemented correctly, a mobile strategy can be a successful enabler of converged technology for large businesses. Gartner defines Unified Communications products as: Those that facilitate the interactive use of multiple enterprise communications methods. This can include control, management and integration of these methods. UC products integrate communications channels (media), networks and systems, as well as IT business applications and, in some cases, consumer applications and devices. The implementation of UC involves the collaboration of an organisation s communication methods, including, but not limited to voice, instant messaging, conferencing and data sharing. Put simply, mobility enables people to work from anywhere and provides customers with an increased number of platforms through which they can interact with an organisation. A Unified Communications Strategy cannot be complete without the implementation of mobility solutions and this is therefore often the catalyst for changing the way an organisation communicates and operates. BCX
6 02 TRENDS WITHIN LARGE BUSINESSES Organisations around the globe have realised that a well-designed and implemented mobility strategy is crucial to their relevance and competitiveness in today s markets. Used correctly, mobility can reduce costs and enhance customer service, both of which are fundamental to the short-and long-term success of any business. Organisations are implementing mobility and providing both employees and customers with mobile access in order to streamline work-processes and improve communication. Mobility also allows businesses to increase sales and enhance marketing strategies by providing work-fromanywhere opportunities and opening up a number of mobile marketing platforms that can be accessed at any time, from anywhere. 5 BCX 2016
7 Organisations are also able to integrate with cloud-based software to enable access to management applications such as s, calendars and tasks. All mobility deployments require intensive application management in order to ensure a seamless integration of desktop and mobile computing. Organisations are moving towards a business on the run approach, and of significant interest to large organisations is the ability to offer mobile payments, making consumers purchasing of their products and services extremely easy and convenient. Mobile-friendly websites are the norm these days, increasing how and when the customer can interact with the organisations. Of immense current concern in the mobile technology world, is the ability of organisations to secure and control their data to ensure that organisational security is not compromised by the introduction of a number of devices accessing its data centre. In recent years, a large global financial services organisation implemented stringent policies to manage the complications associated with a Bring Your Own Device (BYOD) policy. The company realised the critical need to manage and secure up to personal devices needing access to company information via its network. The organisation developed a policy whereby employees were required to register their devices via a web portal and request management approval before gaining access to the network. A web registration portal was developed to automate the process. Approximately 80% have complied with the policies and those that haven t are only given Internet access in order to ensure network security. and careful assessment is made of global technologies, taking the following into account: Will South African users adopt and embrace the technology? Does local infrastructure support the opportunity? Do local IT suppliers have the skills and capability to support the solutions? Do pricing and business case (input costs and benefits) factors differ substantially in South Africa? Do you have the necessary in-house skills to enable the solutions? Do you have leaders who understand the sustainable value of the mobile opportunity? According to an Accenture report titled Selling More with Mobile Solutions, organisations are able to innovate sales teams and strategies using mobility. Among others, the benefits listed include improved sales representative presence, increased flexibility, remote working, enhanced customer communication, and the ability to conduct transactions and place orders in real-time. Cost reduction Remote working Productivity increases Sales innovation Enhanced customer communication Improved field force and head office communication Flexibility Real-time transactions and order placement Reduced administration costs The Fife Council, the 3rd largest local authority in Scotland, recently implemented a mobility solution to increase productivity and address budgetary constraints. The council implemented a mobile solution within its teams of electricians to allow mobile access to back-office systems through a mobile application. Immediate benefits included an increase in productivity with 20% more jobs being completed each day. Teams could remain on the road while in constant contact with head office. Increased and more effective communication within the council also enabled better procurement decisions, thereby decreasing waste. Billing and timesheets were also completed through mobile devices, which led to a decrease in the number of internal resources needed to perform these tasks. A similar solution implemented at Bristol Water in the United Kingdom reduced internal administration costs by 25%. Organisational mobility can be complex and means more than simply providing employees with access to the business via their smartphones; but if implemented correctly, it can significantly enhance the success of any business. While it is extremely important for South African organisations to stay abreast of mobility trends worldwide, it is also important to consider the local implications of implementing international technologies. Organisations need to ensure that detailed BCX
8 03 MOBILE CASE STUDIES Mobility can significantly enhance the performance of an organisation if based on a defined strategy and implemented correctly. Mobility can streamline communication and provide immediate business access to both employees and customers. It can enhance operational efficiency by increasing the speed of processes and providing instant access to the business hub. Of great significance is also the fact that mobility can lessen the gap between an organisation and its customers by providing faster response times and an increased number of platforms on which to connect. Customers can be given a much higher level of service, and the professionalism of an organisation can increase. Mobility can also lead to a redesign of organisational policies and procedures, which may have a positive streamlining effect on the organisation. Mercedes-Benz Financial Services USA LLC (MBFS) is a large financial services organisation providing financial solutions to Mercedes- Benz customers and dealers across the United States. The organisation is one of the first within the automobile market to make use of tablets to increase productivity and profitability. The Infosys solution gives MBFS mobile access to its point-of-sales application called MB Advantage. 7 BCX 2016
9 The technology allows MBFS to create a brand experience on the ipad. Tablets increase service levels by reducing administration time. Quotes can be produced quickly and credit applications completed on the move. This shortens the sales cycle considerably. Potential buyers can also use the technology to gain real-time information on what s available, what s new, deals, special offers, and it also gives them the ability to contact any other dealerships, if required. Of great importance to MBFS was to provide customers with a unique and efficient mobile platform. Coca-Cola Amatil (CCA) is one of the largest bottlers of non-alcoholic beverages in Asia-Pacific. Using machine-to-machine technology or M2M, CCA has equipped vending machines with SIM cards and modems to communicate directly with automated systems through Telstra s network, giving it real-time access to and control of vending machines. This enables CCA technicians to proactively service machines or replenish stocks as required, as well as improving productivity and reducing business costs. Mobility is one of the key components in Tesco s overall IT strategy. According to Tesco s CIO, the rise in use of mobile devices particularly smartphones and tablets has prompted a pronounced shift in how Tesco sells its products online and also at its stores; so becoming a multichannel retailer is a key goal for Tesco. Certain vertical industry bodies have also put together guidelines and case studies for this industry. For example, the US-based National Retail Federation s Mobile Retailing Blueprint provides insight into three broad mobile application areas and related considerations that would influence thinking about mobile business case opportunities within this sector. Mobile marketing Mobile commerce Mobile operations Advertising, marketing and customer service Browser or application based Mobile Point of Sale (MPOS) Shopping tools Integrated order management Digital receipts Product information Integrated customer care Workforce management Loyalty programmes Mobile remote payments Internal communication Promotions and coupons Mobile proximity payments Mobile approvals BCX
10 04 BCX S MESSAGE TO LARGE BUSINESSES In the South African market, there are a number of providers of organisational and enterprise mobility solutions. BCX is key to the competitiveness of this market, offering innovative, simple, effective and high-quality mobility solutions. These include Mobile Voice and Mobile Data solutions, as well as the necessary equipment and devices to successfully address organisational mobility needs. BCX offers specialist products and services, skills and experience to effectively assist with the design, development, deployment and day-today management of all aspects of a mobility strategy. BCX is also able to facilitate the implementation of mobility to enable a wider Unified Communications strategy for any organisation. 9 BCX 2016
11 05 THE BCX KEY DIFFERENTIATORS BCX is one of the largest ICT services providers on the African continent with a clear focus to serve the enterprise, public sector and Medium market segments across the continent. Our passion is to seamlessly connect every business with its digital future. All the solutions are offered end-to-end, ensuring that your business benefits from economy of scale and superior service quality. Unmatched Data Centre and Network Infrastructure Telkom s footprint includes 3 Tier 4 data centres, kms of fibre and over 2700 mobile sites integrated throughout South Africa. Unrivalled ICT Solutions Set Proven ICT capabilities, with market leadership positions on both IT and telecommunication services. Industry-Vertical Leadership Leader in Service Excellence Market leader in retail, mining & manufacturing, banking & financial services (Gartner). Also key solutions provider for the public sector. Leading IT service management with an ITIL maturity rating of 4.25 The highest on the African continent (Pink Elephant: 2014) Unparalleled Geographical Reach Extensive geographical reach with trained IT field engineers in multiple locations across Africa. Strategic Vendor Relationships Strong relationships with key technology vendors to ensure best technology solutions. BCX
12 ABOUT BCX BCX is one of Africa s leading premier ICT solutions and service provider with the technology, capability and skills to deliver end-to-end digital solutions for large and medium enterprises in the public and private sectors. BCX leads with an unrivalled ICT solutions embedded on the foundation of unmatched Data Centre and Network Infrastructure and include world class solutions in ICT consulting and digital readiness assessments; a complete range of managed solutions that include both LAN and WAN; unified communications and connectivity solutions. In addition, cloud computing technologies underpinned by best in class security solutions and a host of value added services that include enterprise mobility services and analytics software with a specialised competency in the IOT (Internet of Things) and big data solutions. BCX is a leader in Service excellence and boasts the largest pool of ICT skills in Africa, unparalleled geographic reach and points of network presence across the continent. Our strategic vendor relationships with leading multinationals enable BCX to deliver best in class solutions across industry verticals with skills and expertise seamlessly deliver integrated services to our customers. BCX is committed to providing ICT solutions that reduce the cost of doing business, increase overall business productivity and empower businesses to use technology as a competitive advantage. Migrate your business into the digital future contact thoughtleader@bcx.co.za Find us: BCX/@BCXworld
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