Mobility Innovates
Traditional Business Models
Why are Mobile Technologies
Roadmap to Build an Effective
Mobile Strategy
Organizations are not Leveraging
Full Potential of Mobility
Navigation apps
Shipment alerts/ tracking apps
Products/services consumption feedback through mobile channel
organizations have not fullyutilized mobile technologies
to improve operations
organizations agree thatuse of mobile technologies
can transformoperational processes
04 Customer Service
05 Loyalty Management
M-commerce platform
Virtual sales assistants/stores
Shopping-list builder apps
Product/price comparison tools
Events updates on mobile todrive store visits
M-coupons
Dealer/repair shop locator apps
Mobile apps tracks and enhancesservice request processing
Click-to-call for service
Mobile alerts/notification forproduct/service renewal
Mobile loyalty programs/apps
Reach out: Interested in reading the full report? Visit http://www.capgemini-consulting.com/harnessing-mobilityFollow us on Twitter @capgeminiconsul or email [email protected]
Data security41% of senior executives in 6,000organizations see mobility as aleading IT risk
Pay-as-you-drive model can result inautomobile insurance premium discountsup to 30% based on the safe driving habits
Augmented Reality enables organizationsto create a virtual presence without theneed to have physical infrastructure
Mobility also helps in creating more efficientoperating models such as m-health initiatives
Pace ofTechnology EvolutionEvolution in mobile technologiesincreases complexity in devicemanagement
Inability tomeasure ROIUnclear cost estimatesaround mobility supportmakes ROI measurementdifficult
Compatibility
Define Strategyand PrioritizeBusiness Objectives
Integrating organization-widemobility with other technologyinitiatives requires significantreconfiguration around networkdesign and policies
Deploy MobileTechnologies
MeasurePerformanceContinuously
AssessInfrastructureand Compliance
Opens up new avenuesfor offerings basedon mobility
Sell anywhere in theworld regardless of location
Creates more efficientoperating models forcompanies
01 Sales and Promotion
SalesCycleSalesCycle
02 Sales Transaction
03 Delivery and Consumption
How does Mobility Drive Customer
Experience across Sales Cycle?
1 23
4
Mobility
Drives EmployeeProductivity
Improves Collaborationbetween Salesforce andCustomers
Enhances Supply-ChainEfficiency
Boosts Performanceacross InternalOrganizational Services
How does Mobile Technology
Improve Operations?
Beginners
Followers
Top Performers
Slow adopters of mobiletechnologies to improvecustomer experience, internal operations or transformbusiness model
Have taken progressive but fragmented approach towards mobility across these areas
Have well-defined strategy for mobile initiatives including customer and employee-facing apps, enterprise mobility and future investments around mobile
18%
60%
22%
RetailOil & Gas
Pharmaceuticals
70
30
Consumer Products
Manufacturing
70
20
10
80
20
Financial Services
Telecom
Technology
7020
10
60
2020
6040
60
40
70
30
Low
Low
High
HighEnd-User Uptake
Mob
ile M
atur
ity
86%
56%
of Top Performersbelong to the Telecom,Technology and Financial Services domains
of Beginners belong tothe Oil & Gas andPharma sectors
while
of companies are usingmobile technologies totransform their customerexperience,
for operationalprocesses8% 14% and
Sources: Capgemini Consulting and MIT-Center for Digital Business (CDB), Phase I study, “Digital Transformation: A Roadmap for Billion-Dollar Organizations”, 2011 The GSMA Mobile World Live, “Wal-Mart reveals more mobile success”, June 2013 Capgemini Consulting and MIT-CDB, Phase II study, 2012 The Wall Street Journal, “Auto Insurers Bank on Big Data to Drive New Business”, February 2013 Symantec and Applied Research, “State of Mobility Survey”, 2012
1
2
Not Widely Adopted?
3
45
5
3
1
4
Wal-Mart app users
compared to non-app users spend 40% more per month
Only
66% 59%
Mobile Maturity differs across sectors
Why MobilityMatters?
2
Mobility
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