Based on input from clients and prospects and a review of initiatives they have undertaken in the past two years, most CIOs and other IT professionals believe that enterprise mobility will have an equal or greater impact on their businesses than the commercialization of the Internet did in the mid-1990s.
This is a bold statement, as the Internet is a constant “game-changer” for millions of professionals and consumers. However, for many enterprises, the mobility wave has arrived and it cannot be ignored. Much like the Internet, mobility is affecting the way businesses are run in numerous and powerful ways. From mobile apps that streamline business processes and facilitate previously unforeseen levels of customer interaction, to services that manage organizations’ mobile strategy and security, mobility is clearly driving critical business decisions. The challenge for most CIOs is not only figuring out how to get the most from mobility, but knowing what “the most” means for their organization.
Rather than try to capitalize on every benefit that mobility has to offer, executives should prioritize those benefits that will have the greatest impact for their organization and then craft a strategy around them. This approach will undoubtedly yield far greater results than an unfocused plan that might reach an entire organization but will result in chaos and yield little return on the mobility investment. To create a cohesive mobility strategy, CIOs today must first determine “what are the greatest business benefits of mobility?”
Driving Business Value Through Mobility
These business benefits can be categorized as either cost-saving or revenue-enhancing. These are the two most impactful drivers of business value when it comes to mobility:
Cost-Saving: if cutting costs is a priority for your organization, then an internal-facing mobility strategy should be your focus. Business to Employee (B2E) mobility can have an enormous impact on the enterprise, as it creates cost savings across the board. Choosing to focus on internal mobile applications and strategies can affect your organization in the following ways:
Additionally, mobile connections provide more and better opportunities for easy communication among employees, allowing for more knowledge transfer, and thereby greater productivity when people don’t have to wait for the information they need. Finally, the use of preferred devices increases employee satisfaction, which also boosts productivity and leads to increased employee retention.
Revenue-Driving: The opposite end of the benefits spectrum is the deployment of a Business to Consumer (B2C) mobility strategy that drives revenue through customer engagement on mobile devices. Mobility can truly enhance the customer experience and a great customer experience increases sales and service volumes. Improved customer experience drives revenue in the following ways:
Although it is a relatively new and evolving capability, enterprise mobility initiatives can drive significant business benefits for companies of all sizes and industries, the most valuable being cost reductions and revenue enhancements. To achieve optimal success, CIOs must first understand which specific benefit their organization needs to gain and then ensure the business needs are aligned with the basic benefits that mobility has to offer. A critical next step is the development of a relevant business case, leading ultimately to an effective and successful mobility strategy. Following these steps will ensure that the organization can fully leverage its investment and remain ahead of the enterprise mobility curve.
Riley Roberts is a senior consultant with HCL EAS Services and is a member of HCL’s Innovation Team. As a member of this team, her goal is to drive forward new internal initiatives and propositions for all disruptive technologies, including enterprise mobility, big data and cloud. She has focused specifically on helping to define and articulate HCL’s offerings in the area of enterprise mobility so as to provide clients with the new age products and services they require in order to fully realize the benefits of this new technology. Riley enjoys working with the Innovation Team for the opportunity to address the challenges of a changing market through the use of disruptive technologies.
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