Published on February 2, 2014
www.niit-tech.com Enabling your Enterprise Mobility to tap New Growth Opportunities Swift, Systemic, and Strategic Udayan Banerjee Chief Technology Officer Sanjay Ahuja Head Mobile CoC NIIT Technologies White Paper
CONTENTS Overview 3 Transforming the Business 3 Reality Check 3 Strategy, Strategy, Strategy 4 Enterprise Mobile Strategy V/s Digital Strategy 5 A Mobility Center of Excellence 5 Industry Trends: Drivers of Adoption 6 Best Practices to Accelerate Deployment 6
MANUFACTURING CONSUMPTION PROCUCTION DISTRIBUTION MARKETING PROFIT MARKETING DELIVERY MARKETING MANUFACTURING PRODUCTIONPRODUCTION FACTORY TRAVEL SALES PROFIT PRODUCTION MANUFACTURING SALES PRODUCTION FACTORYBUSINES MARKETING Overview Fuelled by an increased usage of smart devices, mobility is connecting end-users like never before. By 2020, the enterprise mobility market globally is estimated to be USD 140Bn and is Global enterprise mobility market will bring in $140 billion a year by 2020, representing a 15% annual growth in revenue for the next seven years. NASSCOM REPORT 2012 surely headed to become mainstream in CIO strategies. Though mobility adoption varies depending on industry, however it Shorter sales cycles and reduced cost of customer acquisition can is gaining strategic share of IT spend beyond the early adopters. significantly boost cost savings and revenue generation while The share of IT spend on mobility is expected to grow to 10-12% enhanced productivity and efficiency, resource utilization, and (from the current below 5%) of the total IT spend by streamlined business processes can lower operational costs. In 2020.Enterprise mobility, however, is not just about networks and this sense, enterprise mobility can have a transformational impact gadgets, it is much more complex. It is about driving business on the business. growth through innovative marketing tools, about collaboration, and about how organizations address their buyers and employees. Even then, the big question that weighs on every CIO’s mind is the ROI from mobility initiatives? Today, it is a powerful tool that promises to bridge the gap between business and IT and truly make IT a business enabler by providing the capability to tap new opportunities. Reality Check Issues such as rapid technology obsolescence and platform security are top concerns while considering investments into Transforming the Business Enterprise Mobility has made it possible to create new revenue channels, improve field staff efficiency, and leverage new modes of user engagement that can increase market penetration and customer loyalty. Moreover, enterprises can now gather valuable data about buyer behaviour and facilitate location-based services by implementing mobility solutions. For instance, in the banking industry, smart mobile banking applications have changed the way traditional banking was done while in the insurance sector, mobile applications have now made it possible to buy new policies almost instantaneously. enterprise mobility technology. Decision makers need to adopt a cautious approach before committing big investments or adopting mobility in full swing. What is the key reason for this? Mobile technology continues to evolve at a rapid rate such that no one can predict exactly what form the technology will take three years down the line or what sort of devices will be available and whether your investments today will become obsoletea few years down the line. Nevertheless, all trends indicate that enterprise mobility will see a 100% spurt in its usage over the next few years making it imperative for enterprises to get ready for it or risk obsolescence in the business world. 3
What can you do to minimize these risks? Develop a deep understanding of both your internal and external Knowing where you are from a mobility adoption lifecycle requirements when you think about mobility. perspective is key to plan the next steps required to ensure its effective implementation across your organization. Is your network Are you considering mobility to enable your workforce with ready for the transition to enterprise mobility? technology that can improve productivity, such as providing your field force real-time access to enterprise information or are you Most enterprises focus on mobile access device such as laptops looking at mobility as a means towards enhancing customer service or smartphones when they think of security. Or they look at the and satisfaction? It could also be a combination of both these enabling technology such as cloud or 3G/4G or the mobile elements or in addition to this you could look at mobility as a means operating system. You need to assess whether your supporting of reaching newer geographies or market segments. A holistic look enterprise network is still dependent on outdated, insecure, and at these aspects will help you look at your existing enterprise improperly configured devices. Your enterprise systems need to be applications and business processes that would need to be up-to-date with the latest patches and technologies offered by upgraded or customized to enable mobility. your vendor. These are the security loopholes that are usually exploited by unscrupulous elements. Answering these questions will enable you to develop a comprehensive enterprise mobility strategy that would have Is your business logic complemented by your service architecture? significant business impact.Identify your business priorities and put in place a clear organizational position on the approach you Do you have a robust device ecosystem? From an IT perspective, device management, cross stage transactions and support are key to a seamless user experience. want to take – whether you want to take an inside out approach or vice versa. Even before you roll out the program you need to have a comprehensive governancepolicy in place including one Are your application capable of taking on any challenges? Can you provide tailored application for coustomer use and support it with application development and maintenance over the long term? that takes into consideration trends such as bring your own device or BYOD as it is now more popularly known. You need to also consider the possibility of establishing a mobility centre of Key questions that we need to consider: Do you have domain specific framework to meet the needs of your customers? excellence that regularly assesses technological trends in the mobility space to ensure you can fine-tune your mobility roadmap How secure is your mobility ecosystem? to stay on top of the market. As mentioned earlier, success depends on how one design, Answering these questions would helpyouin creating a clear vision develop, and delivera mobile strategy that is closely aligned with the of what your mobile strategy should look like and how it will organization’s business objectives. A good place to start this is by integrate with your business in terms of operations, investments, finding out what your customers and employees require. In and skills required. designing the strategy, the sales force and field staff should be involved as they can give valuable feedback. Strategy, Strategy, Strategy A leading fashion brand created graphic applications for its iPADusers in order to give them a near lifelike virtual experience of Assessing your existing enterprise system is just the first step. its luxury products. The result: an appealing visual content on Simultaneously, you need to look at your enterprise mobility beauty products that feels real and inspires customers to not just strategy. Are you considering adopting enterprise mobility to stay at browse but also buy online. par with market trends or do you have a larger vision? While the former can be a driver it’s the latter aspect that is critical if you want the adoption of mobility to have a positive impact on your business. 4
Enterprise Mobile Strategy v/s Digital Strategy BYOD and MDM which have relevance for Enterprise Mobility Strategy have no role in Digital Strategy. Consumerization of IT is applicable for a Digital Strategy,but the same is of lesser importance for Enterprise Mobility. Enterprise Mobility Strategy Internal facing, for the mobile employees, for optimizing the workflow, makes informtion available, for frontline employees to serve customer better. CIO driven Digital Strategy Customer facing, for providing consistent experience across multiple channel, for establishing a dialog with customer, for prroviding great user experience. CMO driven A Mobility Center of Excellence Another key factor is defining your platform strategy. As application and device usage increases, it is best to adopt a Mobile Enterprise Application Platform (MEAP) approach that can help you control Enterprise Mobility Strategy is an internal facing strategy which is multiple devices and applications. devised for the mobileemployees. The strategy focuses on optimizing the workflow, making information availableforfrontline employees to Technology wise, the mobility game is moving towards a multi device serve customer better. management scenario. Also the content residing on these devices is increasingly being offered using cloud or virtualization solutions. Digital Strategy is more of a customer facing strategy where there is Hence, it is imperative to deploy tools to manage devices and a direct interactionwith thecustomer. The motive of a digital strategy facilitate device collaboration across business functions in a secure is to provide a consistent experienceacross multiple channels and to manner. Security concerns are best addressed by ensuring ensure that all the glitches that are faced by the customerare encryption, tracking software as a part of mobile architecture, mitigated. This alsohelps in establishing a dialog with the customer rationalizing access, and upgrading mobile security solutions on a and provides themwith a great user experience. continuous basis to help protect against viruses, malware, and other malicious attacks. Enterprise Mobility Strategy would be a CIO driven strategy where the technology, devices, networks may be under the control and The success of any mobility strategy will depend on effective monitoring of the CIO. This is due the various probable risks with mobile application management. The question to ask is whether from an Information Security standpoint. your applications are service oriented or whether you are still stuck with a monolithic architecture. If you have encapsulated all A Digital Strategy on the other hand is CMO driven. The emphasis your business functionalities in the form of services, then, taking here is on the strategy plan, the communication plan, and the your applications to mobile would be that much easier. But ensure communication channels via which the plan will be executed. The that your server infrastructure is capable of handling the growing strategy plan will focus and in all means look to reach out to demands placed by the increasing number of mobile applications maximum number of customers. Digital strategy coupled with a in your IT landscape. Mobility is not a quick fix to address Marketing AutomationT function can also prove an effective way to business challenges but devising a long- term plan will give you a nurture the potential leads generated. definite edge and sustainable benefits. 5
Industry Trends: Drivers of Adoption the changing market landscape periodically. Analyse how it will affect your business and whether your mobility solutions will support you in managing those market challenges. While Enterprise Mobility is beginning to make its presence felt, we will quickly take a look at some of the trends emerging in the industry: INVESTMENT AND BUDGETING • We will witness increased focus in terms of more budgets being assigned to mobility initiatives. More and more CIOs would want to keep it high on their priority list and will look at fast track PARTNER AND VENDOR SELECTION implementations or upgrades to enable mobile adoption. GOVERNANCE AND COMPLIANCE • There will be an explosion in the adoption of smarter and easy-to-use mobile applications owing to increased adoption of tablets. The apps will become more focused on context or location-based services for buyers and employee friendly apps ARCHITECTURE AND APPLICATIONS for the mobile workforce. • Industries like banking will look for more innovative applications ANALYSE AND PLAN ROLLOUT to attract their consumers while other industries will definitely catch up. E.g. retailers would want to create apps that provide Not just about devices: Devices are just the tools to facilitate enhanced virtual user experiences. Manufacturing industry will your application access. The real value resides in the applications revamp their business processes to reduce their sales and and the architecture that need to keep up pace with the ever distribution cycles. changing application landscape. • User experience will get differentiated through augmented reality, Governance and compliance: It is best to spell out the visual searches, multi device management, customized products compliance policies and measures especially in a world where a single glitch can mean expensive mistakes. If required restrict • Enterprise content will become richer and more useful as mobility incorporates inputs from big data, cloud, and business analytics. access and prioritize on who is eligible for BYOD. Also, have a governance structure in place that can continuously monitor the performance of your mobility solutions. Work with a specialist: The biggest headache perhaps would be Best Practices to Accelerate Deployment to engage a right partner who can help you to effectively roll out Enterprise mobility is transforming businesses the world all over. If objectives with mobile strategy, has a proven track record of you want to be closer to your customers, faster than your successful implementations and program management, and can competitor, and enable your workforce to be super productive and help you create a roadmap for mobility adoption. mobility solutions. Ensure that your partner understands your business, has in-depth knowledge of how to align business efficient it is time to gear up and get ready for mobility adoption. A few best practices to help you navigate through the complex but Budget: Enterprise mobility is expensive. Prioritize your spending and innovative world of mobility include: consider investing only in applications that bring clear value to start with. Analyse and plan rollout: Whether you want to invest upfront or go about adopting mobility solutions in a phased manner, it is important to analyse and be able to distinctly identify the business Perhaps in enterprise mobility, IT has truly discovered how to be a business enabler and a catalyst to transform the business. It is time advantage and impact on productivity as a result of the to adopt mobility and explore a world full of new market implementation. Let mobility and business speak a common opportunities that will drive business growth while ensuring you language and only go for what will help you achieve it. Also, review stay at par or even ahead of the competition. 6
About NIIT Technologies NIIT Technologies is a leading IT solutions organization, servicing customers in North America, Europe, Asia and Australia. It offers services in Application Development and Maintenance, Enterprise Solutions including Managed Services and Business Process Outsourcing to organisations in the Financial Services, Travel & Transportation, Manufacturing/Distribution, and Government sectors. With employees over 8,000 professionals, NIIT Technologies follows global standards of software development processes. Over the years the Company has forged extremely rewarding relationships with global majors, a testimony to mutual commitment and its ability to retain marquee clients, drawing repeat business from them. NIIT Technologies has been able to scale its interactions with marquee clients in the BFSI sector, the Travel Transport & Logistics and Manufacturing & Distribution, into extremely meaningful, multi-year "collaborations. NIIT Technologies follows global standards of development, which include ISO 9001:2000 Certification, assessment at Level 5 for SEI-CMMi version 1.2 and ISO 27001 information security management certification. Its data centre operations are assessed at the international ISO 20000 IT management standards. India NIIT Technologies Ltd. Corporate Heights (Tapasya) Plot No. 5, EFGH, Sector 126 Noida-Greater Noida Expressway Noida – 201301, U.P., India Ph: + 91 120 7119100 Fax: + 91 120 7119150 Americas NIIT Technologies Inc., 1050 Crown Pointe Parkway 5th Floor, Atlanta, GA 30338, USA Ph: +1 770 551 9494 Toll Free: +1 888 454 NIIT Fax: +1 770 551 9229 Europe NIIT Technologies Limited 2nd Floor, 47 Mark Lane London - EC3R 7QQ, U.K. Ph: +44 20 70020700 Fax: +44 20 70020701 Singapore NIIT Technologies Pte. Limited 31 Kaki Bukit Road 3 #05-13 Techlink Singapore 417818 Ph: +65 68488300 Fax: +65 68488322 A leading IT solutions organization | 21 locations and 16 countries | 8000 professionals | Level 5 of SEI-CMMi, ver1.2 Write to us at firstname.lastname@example.org www.niit-tech.com D_44_151113 ISO 27001 certified | Level 5 of People CMM Framework
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