Mobility has transformed the way that enterprises conduct their business, creating always-on, flexible working environments. With that connectivity, however, comes the need for a holistic approach to mobility. This is most necessary, if companies plan on putting mobile as the primary platform for interaction so as to enhance the experience of both their own employees and their customers.
Latest analyst figures demonstrate the continued pace of mobile adoption. Smartphone sales totals 49.3% of all mobile phones sold worldwide, according to Gartner. The smarter such handsets become, the more end users expect interaction with the brands they like and the company they work for. Many think tablets will have an even greater impact, raising customer and employee expectations still higher. Worldwide tablet shipments grew by 142.4% year-on-year to reach 49.2 million units in the first quarter, compared to 20.3 million in the same period last year, says IDC.
The fact that such devices are changing the way end users interact with mobile services and with each other, is reflected in the staggering number of apps now being accessed. On May 16th Apple announced that more than 50 billion apps have now been downloaded from the iTunes App Store since it was launched in July 2008; Google claims 48 billion downloads from Google Play to date. What’s more, the rate of apps usage is accelerating: Apple reached 40 billion downloads in January, the total having doubled in 2012.
Enterprises, however, need to be aware that simply providing access to apps for workers and customers is not enough. If you are going to truly enhance the mobile experience, it is important that the necessary policies, technologies, processes and people are put in place in a coherent manner across your entire organization.
The end game for enterprises will be to provide an easy, seamless and secure experience to customers and workers across any device, anywhere. The technologies and strategies needed to deliver that will be specific to each organization. It will also be important to adopt a structured and continuous approach to testing devices and apps to ensure that the highest levels of performance, security and user experience are maintained over time; ensuring users thrust owing to the fact that they like to increase interaction when becoming more mobile.
The first step in the mobile journey is to evaluate your current mobile competitiveness. Capgemini’s Enterprise Mobility Benchmark (EMB) takes your responses to a series of key questions and evaluates your current mobility state in the context of your own industry, country or companies with a similar size. EMB focuses on six critical areas: the ground rules (Policies); what you want to achieve (Objectives); the scope of your mobile infrastructure and strategy (Scope); which technologies to use (Technology); how to manage them (Management); and how to track your targets over time (Measurement).
There is no doubt that mobile devices and apps are substantially transforming the way that employees and customers interact with enterprise. But to make their journey a smooth one, it will take more than just providing the latest devices and apps. Want to know how you can transform the mobile opportunity to business advantage? Learn more about Capgemini’s Mobile Service Framework and its assets for your mobile journey and contact your local Expert.