Transforming enterprise mobile customer experience through consolidated user management: The Rockshore viewpoint

Transcription

1 Transforming enterprise mobile customer experience through consolidated user management: The Rockshore viewpoint

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3 Contents The need for integrated enterprise mobility 4 The benefits of an integrated approach 4 Why traditional approaches have not worked 5 The future consolidated user management 6 Summary 7

4 The need for integrated enterprise mobility Through rapid advances in technology and rising customer expectations, modern organisations face a constant challenge to provide information, and more importantly intelligence on demand. The emergence of an increasingly mobile workforce has forced business leaders to develop integrated, enterprise-wide mobile device and communications strategies. They must maintain the ever widening range of devices, services and applications that employees are given and bringing into the organisation. To ensure employees remain effective and end customers receive the best service available, leading enterprises now need rich operational intelligence, which is accessible and secure, at all levels of the organisation. Mobile network operators have, to date, largely been unable to deliver the truly harmonised solution and integrated user management demanded by enterprise clients. Recent research indicates that operators able to solve this problem will be favoured by large enterprises in their choice of communications partner. 51% of enterprises state a lack of service integration is a major challenge in their communication strategy 65% report that consolidating communications services to work with a single supplier is a high priority Only 9% of enterprise customers find tracking mobile spend easy The benefits of an integrated approach For both the operator and its customers, the benefits of an integrated solution for managing enterprise mobility, focus on creating a sustainable business model and providing increased intelligence on device and user management. Key advantages include: - Decoupling of vendors ensures ease of replacement in the future and the ability to introduce additional services as new opportunities emerge, with minimal customer impact. - Enhanced user experience - having all the right intelligence in one place in support of clearly defined business processes gives greater control and insight to the end user. - Up-selling and cross-selling aggregated user information across multiple platforms can help identify opportunities for targeted selling of new services and features. - Accelerated time to market delivering multiple service features via a single interface enables the promotion of new services to an already captive audience. - Increased loyalty Mobile network operators can reinforce brand loyalty by delivering multiple services via a consistent user experience. This in turn enables opportunities to grow revenue within high value customers. - Business insight and operational intelligence the rich data now available allows MNOs and end users alike to make more intelligent business decisions. The aggregated insight can enable end-to-end scenarios to be quickly played out.

5 Why traditional approaches have not worked? Rockshore believes that a key aspect to achieving integrated mobility management is to properly consolidate user management across existing vendors. This has been attempted in the past, but traditional approaches have not been effective. Attempting to deliver a broader range of services across multiple, disparate systems inevitably leads to a poor end user experience. This can also create further issues for internal administrators, as they are faced with a higher volume of support calls relating to access and availability. When these issues are combined with the fact that the individual systems often hold conflicting user and device information, the integrity of data can become compromised. Ultimately, customers become intolerant of inconsistent processes and their loyalty is eroded. The diagram below illustrates the complexities of dealing with multiple user interfaces. Multiple user interfaces Applications Data Increased operational burden Multiple systems to maintain & Support Complex & poor usability End user must maintain multiple accounts So how can operators deliver a wider portfolio whilst maintaining a quality customer experience?

6 The future.consolidated user management As core offerings have become increasingly commoditised, Mobile Network Operators (MNOs) have recognised the need to introduce a broader portfolio of value added services to sustain profitability. For customers looking to achieve efficiencies through supplier consolidation, quality of service becomes a critical factor when selecting and remaining with - a mobile provider who can deliver additional capability across their total enterprise communication needs. The introduction of additional services has brought about considerable challenges, principally for internal support teams, around the administration of multiple log-in credentials and separated user accounts. Operators can enhance customer experience and pass on efficiency gains to their enterprise customers through adopting a more consolidated approach, as illustrated below:

7 Summary To support a wider retention strategy, operators need to find a way to bring together multiple applications into a single, seamless portal that is engineered to deliver the unique combination of data and functionality required according to the privileges assigned to the logged in user. Rockshore believe that by creating a true consolidated user experience, MNOs will be able to maintain greater loyalty with their customers and improve the quality of the information that can be used for business decision making. There are a number of key components to consolidated user management and how it can deliver a much improved customer experience. They focus around the following: Provisioning Roles & Permissions management Groups Asset management User authentication Application access To find out more about these areas and how Rockshore manages and maintains the technical infrastructure to enable our customers to exploit the benefits, please contact us to receive a copy of our Managed Mobility technical data sheet: e: telco@rockshore.net t: +44 (0)

8 t: +44 (0) e: The Copyright in this work is vested in Rockshore Ltd and the document is issued in confidence for the express purpose for which it is supplied. It must not be reproduced, in whole or in part, or be used for any other purpose without prior written consent being obtained from Rockshore Ltd, and then only on the condition that this notice be included in any such reproduction. No information as to the contents or subject matter of this document, or any part thereof, arising directly or indirectly there from shall be given orally or in writing or communicated in any manner whatsoever to any third party without the prior written consent of Rockshore Ltd. Copyright Rockshore Ltd 2012