Forrester Research: Mobile Solutions Connect Information Workers to Collaboration and Innovation Processes March

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How can mobile solutions boost your workforce's collaboration and innovation processes? In this Forrester Research paper, learn what mobile can do to boost your communications.

How can mobile solutions boost your workforce's collaboration and innovation processes? In this Forrester Research paper, learn what mobile can do to boost your communications.

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  • 1. A Forrester Consulting Thought Leadership Paper Commissioned By Avaya Mobile Solutions Connect Information Workers To Collaboration And Innovation Processes March 2012
  • 2. Forrester Consulting Mobile Solutions Connect Information Workers To Collaboration And Innovation Processes Page 1 Table Of Contents Mobile Collaboration Is An Imperative For Today’s Businesses....................................................................................................2 Mobile Solutions Connect Workers To The Workplace And Processes......................................................................................4 Implement Mobility To Drive Collaboration And Innovation ......................................................................................................6 Appendix A: Methodology.....................................................................................................................................................................7 © 2012, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester® , Technographics® , Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. For additional information, go to www.forrester.com. [1-JS2W93] About Forrester Consulting Forrester Consulting provides independent and objective research-based consulting to help leaders succeed in their organizations. Ranging in scope from a short strategy session to custom projects, Forrester’s Consulting services connect you directly with research analysts who apply expert insight to your specific business challenges. For more information, visit www.forrester.com/consulting.
  • 3. Forrester Consulting Mobile Solutions Connect Information Workers To Collaboration And Innovation Processes Page 2 Mobile Collaboration Is An Imperative For Today’s Businesses The nature — and pace — of work has changed dramatically in recent years due to mobility. With employees increasingly less likely to work from a single work location, companies that do not embrace mobility risk being left behind. Fifty-percent of information workers (iWorkers) today are working from multiple locations; this mobility rises with seniority, where as many as 87% of directors and 62% of managers are working in multiple locations, untethered from the office.1 Mobility is an inevitable, growing, and increasingly complex part of the business as employees expect — and demand — to use personal mobile devices such as smartphones and tablets for work. About 75% of firms experience interest in consumerization (i.e., their employees want to use consumer technology in performing their duties at work) to varying degrees (see Figure 1). This consumerization trend may include both hardware, like tablets, and personal cloud services that enable collaboration. Successful mobile collaboration within organizations helps remote and traveling workers quickly access the right information and reach the right person to respond to business issues. Improved productivity and collaboration are the primary drivers for companies investing in mobility (see Figure 2). The ability to enable collaboration between office-bound and remote or mobile colleagues increases the speed and effectiveness of business decision-making and client interactions. For example: • Property and casualty insurers want to enable underwriting and field adjusters to exchange information about claims, such as digital pictures of damage and the original insurance coverage documents, in near real time to accelerate claims settlement. Claims representatives need equipment to capture images as well as a repository to store and share the images and their notes, as well as review coverage documentation and claims history. • Law enforcement officials want to deliver and receive information about emergency situations as they develop. Officers at large events have the ability to share images with the command post to do facial recognition, thus increasing the likelihood of success when looking for persons of interest. • Sales teams want access to customer history, product inventory, pricing, and logistics information — while in their customer’s office — when they are closing a sale. Making clear, profitable, and consistent commitments to a customer in real time increases closure rates and reduces sales cycle time. Laptops and tablets that can work over any available wireless signal and that have a customer relationship management (CRM) interface tuned for mobile access are becoming increasingly common sales tools.
  • 4. Forrester Consulting Mobile Solutions Connect Information Workers To Collaboration And Innovation Processes Page 3 Figure 1 Interest In Consumerization Is Present At Most Companies Base: 133 US IT and business decision-makers at organizations with 1,000 or more employees (percentages do not total 100 because of rounding) Source: A commissioned study conducted by Forrester Consulting on behalf of Avaya, January 2012 Figure 2 Companies Invest In Mobility To Improve Productivity And Increase Collaboration Base: 91 US IT and business decision-makers at organizations with 1,000 or more employees (multiple responses accepted) Source: A commissioned study conducted by Forrester Consulting on behalf of Avaya, January 2012 “Regardless of IT’s willingness to support it, has your IT department experienced any user interest in consumerization?” We haven't experienced any user interest 20% A few individual employees are interested 29% Senior executives are interested for their own use 8% A few specific departments or groups are interested in enabling their employees 5% There is moderate interest across multiple departments or groups 20% There is broad, companywide interest from many employees in many departments 14% Don't know 5% “You mentioned mobile technologies are of high or critical priority to your IT organization. What are the drivers for investing in mobility?” 1% 36% 40% 48% 52% 69% 76% Other Improve quality of products and/or processes Enhancing the customer experience Improved collaboration with remote workers Increasing collaboration with customers Increasing collaboration between employees Improve workforce productivity
  • 5. Forrester Consulting Mobile Solutions Connect Information Workers To Collaboration And Innovation Processes Page 4 Mobile Solutions Connect Workers To The Workplace And Processes Executives are the group most likely to have access to mobility technologies today (see Figure 3). They are more mobile than most workers and are likely to have larger and more distributed teams; they need to be able to connect with the office, their team, and their processes from wherever they are located. More than half of sales teams, field forces, and even office workers also have access to mobility technologies. Many of these workers have defined business processes that require mobile solutions. Others are finding creative ways to use consumer mobile technologies to make them more efficient, and some just like the freedom and flexibility that mobility allows them.2 Few organizations have fully deployed mobile technologies across the board, but the majority are at least evaluating and piloting mobile technologies or rolling them out in limited production for users (see Figure 4). Eighty-eight percent of decision-makers surveyed report that functionality is a key criterion in evaluating mobile solutions.3 What functionalities do they favor? Email access ranks the highest, followed by business applications, corporate directory access, and IM/presence (see Figure 5). More than one-third of businesses report implementing, or plans to implement within a year, mobile applications for network and systems management, sales force, help desk, or emergency and critical response applications.4 Businesses want to connect their mobile workers to processes at the office. Because mobile email and calendar are generally available and keep workers connected and on schedule while on the road, deeper business applications are now the target. Vendors are making browser-based and smartphone-specific interfaces to enable mobile access from multiple devices — and businesses are anxious to adopt. Figure 3 A Majority Of Employees Across Different Groups Within The Organization Have Access To Mobile Technologies Base: 133 US IT and business decision-makers at organizations with 1,000 or more employees (multiple responses accepted) Source: A commissioned study conducted by Forrester Consulting on behalf of Avaya, January 2012 “Which groups of employees have access to mobility technologies today?” 87% 69% 56% 53% 44% 4% Executives Sales force Field force or remote workers Office workers Research & development Other
  • 6. Forrester Consulting Mobile Solutions Connect Information Workers To Collaboration And Innovation Processes Page 5 Figure 4 Few Organizations Have Fully Deployed Mobility, But The Majority Are Planning And Piloting Base: 133 US IT and business decision-makers at organizations with 1,000 or more employees (percentages do not total 100 because of rounding) Source: A commissioned study conducted by Forrester Consulting on behalf of Avaya, January 2012 Figure 5 Email, Business Apps, Corporate Directory Access, And IM/Presence Are Key Capabilities For Mobile Base: 133 US IT and business decision-makers at organizations with 1,000 or more employees “How far has your organization gone with its mobility implementation?” We're still in the evaluation and planning stages 26% We have limited the pilot to select users within IT only 11% We have piloted it to select end users 27% We have put it into limited production for select users 25% We have fully deployed it to all users 8% We are not investing in mobility 4% “Which of the following collaboration capabilities is your organization interested in putting on a mobile device?” 7% 12% 8% 22% 14% 25% 31% 7% 17% 21% 34% 40% 26% 47% 14% 23% 23% 12% 17% 21% 7% 12% 11% 14% 7% 13% 8% 8% 33% 22% 17% 13% 8% 14% 4% 23% 11% 14% 11% 6% 4% 1% 4% 4% 3% 1% 2% 2% 2% Mobile IP videoconferencing Web conferencing Desktop telephony features IM and presence Access to corporate directory Business applications Email Expanding/upgrading implementation Implemented, not expanding Planning to implement in the next 12 months Planning to implement in a year or more Interested but no plans Not interested Don't know
  • 7. Forrester Consulting Mobile Solutions Connect Information Workers To Collaboration And Innovation Processes Page 6 Source: A commissioned study conducted by Forrester Consulting on behalf of Avaya, January 2012 Implement Mobility To Drive Collaboration And Innovation Incorporating mobile needs into your business processes will drive innovation and flexibility. Make sure you consider: • Devices and user interfaces. Whether they are “bring your own” or corporate issued, devices define a large part of the user’s experience — and much of the rest is wrapped in the UI. Make a variety of devices available to enable the tech savvy as well as the tech slacker to adopt and use mobile solutions. With this strategy, training costs and adoption is guaranteed – as employees can use their favorite devices. Assuming that users will flock to new mobile solutions and mandating adoption are tactics that won’t work. A clear communication of the benefits and advantages of mobile solutions will generally get early adopters and empowered employees to try the solutions. • Work/life balance. Just because workers have mobile solutions doesn’t mean that they will all work 24x7. Allow your users the permission and latitude to “turn off work” and recharge their batteries by immersing themselves in their personal lives. Mobility by definition blurs the line between work time and personal time: Make sure you respect that division. • Defined business need. Our survey is clear — executives, sales team, and field forces have implemented and adopted more mobile solutions. Why? Because they need them to succeed in today’s market. Trial and deploy mobile solutions with these groups first because they will immediately grasp the advantages and act as evangelists or role models for other workers.
  • 8. Forrester Consulting Mobile Solutions Connect Information Workers To Collaboration And Innovation Processes Page 7 Appendix A: Methodology In this study, Forrester conducted an online survey of 133 IT and business decision-makers and interviewed six IT decision-makers at organizations with more than 1,000 employees in the US to evaluate the challenges they face in business innovation and collaboration and to assess the investments they have made in video and mobile technologies to overcome those challenges. Survey participants included IT and business decision-makers responsible for mobile and video collaboration strategies. Questions provided to the participants asked about what elements respondents felt were vital to business innovation, the challenges they face in the area of collaboration, and the benefits they have realized from investments in video and mobile collaboration technologies. The study began in December 2011 and was completed in January 2012. 1 Source: Forrester's Forrsights Workforce Employee Survey, Q1 2011. 2 Forrester Principal Analyst Michele Pelino looked at mobile user profiles in her February 2011 report. Source: February 16, 2011, “The Rise of Wannabe and Maverick Mobile Workers” Forrester report. 3 Source: Forrester Forrsights Networks And Telecommunications Survey, Q1 2011. 4 Source: Forrester Forrsights Networks And Telecommunications Survey, Q1 2011.