An Apperian Case Study MAXIM INTEGRATED MOBILE STRATEGY EXECUTIVE SUMMARY MAXIM INTEGRATED PROFILE Maxim Integrated develops the integrated circuits that bring to life designs that connect the analog and digital worlds in automotive, energy, healthcare, manufacturing, communications, and mobility. Headquartered in San Jose, California, the company has over 52 locations around the world. In FY2013 Maxim had US$2.4 billion in revenue, 9,300 employees, and 35,000 customers. MOBILIZATION CHALLENGE To securely distribute new mobile apps that would enable the sales team and other customer-facing employees to increase revenue while in the field using BYOD tablets and smart phones. WHY APPERIAN? Apperian was chosen as the best solution to drive adoption of their apps and ROI. To increase revenue from deals in the field, Maxim needed to easily distribute business-critical mobile apps. To make sure these apps were being used, they needed easy access to app usage analytics, and in case of issues, they required the ability troubleshoot with employees around the world with end-user remote support. To make sure they delivered the highest quality apps and user experience, Maxim wanted a platform to manage the ongoing mobile app lifecycle. BENEFITS Assurance that highly sensitive data is secure and protected on unmanaged, employee-owned devices. Insights into app usage for proactive end-user support and maintaining >90% app adoption. Scalable deployment of a mobile app that enables creation of custom sales opportunity data in 15 minutes, rather than in 4 hours with their previous PC-based approach. Positive ROI (projected to be 263%) and millions of dollars in incremental revenue from just one mobile sales app called Sockets. Apperian has been critical to the successful execution of our mobility strategy by providing a platform that secures, delivers, and manages mobile apps, making our customer-facing teams their most productive while maintaining data and app security and privacy. Robert Lacis Director of Field Enablement CONTACT APPERIAN TO LEARN MORE ABOUT ENTERPRISE MOBILITY SOLUTIONS www.apperian.com info@apperian.com US +1 617.477.8740 UK +44 (0)207 562 8921
SITUATION Maxim Integrated s Mobile Strategy Delivers Positive ROI with Apperian Platform A leader in high tech, Maxim Integrated develops the integrated circuits that enable connections between the analog and digital world connecting humans to machines and machines to machines. (For example, their technology can enable the touch screen for the tablet on which you are likely reading this case study.) To realize their full revenue potential, Maxim Integrated needed to make sure their sales force and customer-facing employees reflected their leadership position and core values. It was time to transition from antiquated laptops to the current world of tablets and smart phones. Maxim recruited Robert Lacis to lead their field enablement strategies and to build and deploy a mobile sales strategy. Lacis readily applied his recent success co-creating Cisco s Sales Mobility Program to transform the image and boost the productivity of the Maxim field sales team. Maxim soon launched the App Locker, their private, branded app catalog powered by Apperian, and began securely deploying 3rd-party and custom-built apps. Sales people around the globe began using business-critical apps that reduced tasks from hours to minutes, and facilitated up-sell and new revenue opportunities. Based on his business case model, Lacis knew just a few new revenue opportunities would result in positive ROI and quickly pay for the cost of app development. The app is worth it to develop because it will unlock significant revenue gains that will otherwise be left on the table. This case study follows the development, deployment, and adoption of one of Maxim s custom apps, called Sockets. As of publication, this award-winning app 1 is patent-pending 2. SOLUTION How Maxim Mobilized Its Global Sales Force First Lacis surveyed the Maxim landscape to understand the mobile readiness of end users, devices, and apps: End users understand what was core to a sales person s day and what tools and training he or she would need to become mobile warriors Devices inventory which devices and platforms to support Apps determine which tasks and workflows justify investment in developing custom apps vs. buying a 3rd-party apps 1. Robert Lacis was awarded the 2014 Mobilizer Award from Mobile Enterprise Magazine in Fort Lauderdale, Florida, on November 7, 2014. 2. METHOD AND SYSTEM FOR IDENTIFICATION AND COMMUNICATION OF NEW OR EXPANDED SALES OPPORTUNITIES THAT USES VISUAL DIA- GRAMS THAT ARE CONNECTED TO A DATABASE, United States U.S. Patent Application No. 14/208,328
Lacis found it was taking sales people four hours to create materials resulting from customer meetings. During these meetings, sales people speak a visual language based on block diagrams that act as schematics for the integrated circuits their customers will design in. This slow, cumbersome process was limiting potential revenue, and so the idea for the Sockets app was born. Only make big investments in apps the streamline things that are core to a person s workday. With Sockets, Maxim needed to create an app that enabled sales people to easily create system block diagrams representing customers requirements, to share the diagrams with technical colleagues for feedback, and to automatically create new opportunities in Salesforce.com 3. This process eliminated manual steps, removed duplication of effort and reduced chances for error or omission in newly created or updated opportunities. In order for the app to be easy to use and effective, it was crucial for the app developer to have a strong knowledge of both user experience (UX) and backend integration. The app had to be easy for sales people of varying levels of mobile expertise to use, and it needed to handle bi-directional communication, integration via API with Salesforce.com, and offline functionality. Sockets was initially built as a native ios app, with an HTML5 version following so that Maxim could support every sales person and his or her device of choice. Timeline of a Custom Mobile App Jan 2012 Original business case and idea born Mar 2012 through Sep 2012 Gain internal support, crystalize the idea, secure go-ahead to select an app development vendor Oct 2012 through Mar 2013 Vendor selection and funding approval Mar 2013 through May 2013 Implement the Apperian platform to support Global Sales Conference mobile app May 2013 through August 2013 UX research and preliminary designs for Sockets app Aug/Sep 2013 Interactive, user design sessions, using Apperian platform for user acceptance testing Sep 2013 to Nov 2013 Development of a demo-able minimally viable Sockets app product for Maxim s Global Sales Conference Dec 2013 to May 2014 Completion of Sockets app for ios and deployment through the App Locker powered by Apperian Mar 2014 to Oct 2014 Development, completion, and deployment of the Sockets app for HTML5 An app that matters: Sockets eliminated manual steps, removed duplication of effort and reduced errors or omissions in newly created or updated Salesforce opportunities. 3. The creation of new opportunities in Salesforce with drawings is the subject of the pending patent.
Meanwhile, Lacis was determined to help each Maxim sales person become mobile first. At the annual sales conference, he insisted that the entire event was mobile, no paper, and required everyone to learn how to use a 3rd-party mobile events app. Realizing this would be a difficult transformation for some and push them outside their comfort zone, he provided detailed training and proactive support, from how to schedule meetings with the calendar app to how to turn on VPN to access corporate files. Once Sockets was ready to deploy, Maxim used the Apperian platform to wrap the app with security, management, and analytics policies before distributing to its global sales force via their App Locker. To drive adoption, Lacis knew from experience to take into account requirements for different devices, OS versions, and for different locations. For example, distributing an app download link via a shortened URL (e.g., bitly) would not work in China due to Internet restrictions there. Positive ROI for Sockets was dependent on sales people using the app to generate design opportunities with it. Lacis monitored the usage reports in the Apperian platform to understand how many people downloaded the app and launched it. He also made sure new opportunities were created in Salesforce.com and eventually closed. Taking action from Apperian s usage reports, Lacis could see who was using the app and who was getting stuck, so he could respond based on the stuck user s device and operating system. To drive and maintain >90% adoption of the app, Lacis is looking for proactive support opportunities. Apperian s in-app remote control capability allows Lacis and the support team to remotely access and control a user s app and interactively walk them through the functionality. They are able to quickly troubleshoot with users around the world. The Business Case for Mobile Why Apperian Was Chosen Peace of mind that highly sensitive sales apps and customer data were protected and secure An intuitive way for employees to download only trusted apps via a Maxim-branded, private app catalog Ability to get apps into the hands of employees around the world with just the click of a button Easy access to app download metrics to understand who is using which apps with what devices and OS versions Ability to troubleshoot employee issues regardless of location with in-app remote control Comprehensive app management solution to drive the highest possible app adoption Approach to managing enterprise mobile apps that drives business results and ROI 263% return on investment Share This Case Study Apperian, Inc. info@apperian.com US +1 617.477.8740 UK +44 (0)207 562 8921
BENEFITS Sockets App Adoption and Business Results Maxim successfully transitioned to a mobile-only BYOD sales force and securely distributed business-critical apps to employees unmanaged devices around the globe. More than 60 apps are now deployed via the App Locker, using Apperian to manage the complete lifecycle of each one. Sockets aims to achieve >90% adoption rate, driving millions of dollars in incremental revenue. Maxim projects a 263% ROI with a three-month payback for the Sockets app alone. 90% Adoption Robert Lacis receiving the 2014 Mobilizer Award from Mobile Enterprise Magazine in Fort Lauderdale, Florida Maxim s Best Practices for A Successful Mobile Rollout Understand your end users, apps, and devices Think about the highest value tasks first, then determine which app(s) will streamline them Invest in building custom apps that impact the core of a person s workday (e.g., specialized sales processes) Establish a measure of return (e.g., time saved, productivity gains, incremental revenue) to justify investment Hire mobile app developers who have the right mix of user experience and backend integration knowledge Buy or curate 3rd-party apps for less business-critical tasks (e.g., dinner reservations; expenses) Provide an intuitive app experience, yet augment with training and proactive support; don t assume that everyone gets mobile Stress the importance of app lifecycle management and adoption Realize ROI through app adoption and the user actions the app facilitates To hear more from Robert Lacis about mobilizing the Maxim Integrated sales force, listen to this 18-minute recording: Build A Secure Mobile Strategy to Rocket Field Sales. CONTACT APPERIAN TO LEARN MORE ABOUT ENTERPRISE MOBILITY SOLUTIONS www.apperian.com info@apperian.com US +1 617.477.8740 UK +44 (0)207 562 8921