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Superfast Business - The Connected Business

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www.superfastbusiness.co.uk

www.superfastbusiness.co.uk

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  • Superfast businessEuropean funded to give support to businessesThroughout the roll out
  • How can we ensure business is making the most of super fast.What value can it bringHow can rural businesses keep upThis is what Superfast Business can offerContact Maddi or Chloe for more info
  • Video
  • RegisterCheck AvailabilityThese are some of the things in the programme – if there is anything else you want put it on feedback form
  • Source Boston Consulting report Oct 2012 UK number one – trade online V GDP is the bestInternet Economy Accounts 12.4% of GDPReasonsRural nature of customerssouth west is the capital of trading on ebayused to mailorder catalogue buying – distance buyingSource Boston Consulting report Oct 2012 https://publicaffairs.linx.net/news/wp-content/uploads/2012/03/bcg_4trillion_opportunity.pdfSource Boston Consulting report Oct 2012 https://publicaffairs.linx.net/news/wp-content/uploads/2012/03/bcg_4trillion_opportunity.pdf
  • By 2016 IT WILL DOUBLE B-CBy 2016 the G20 internet retail will reach $4.2 trillion in the G-20 economies
  • Who is using internet well and who isntLooking at the last 3 years of growthPeople who have adopted it well have grown In the UK it’s 12% for high web and 4% for low webSource Boston Consulting The $4.2 Trillion Opportunity March 2012The Internet Economy in the G-20Take this for technology too https://publicaffairs.linx.net/news/wp-content/uploads/2012/03/bcg_4trillion_opportunity.pdfFigures for ‘high-web’ and ‘low-web’ show very clearly the correlation between good use of digital talent and business successIn the UK it’s 12% for high web and 4% for low webSource Boston Consulting The $4.2 Trillion Opportunity March 2012The Internet Economy in the G-20Take this for technology too https://publicaffairs.linx.net/news/wp-content/uploads/2012/03/bcg_4trillion_opportunity.pdfFigures for ‘high-web’ and ‘low-web’ show very clearly the correlation between good use of digital talent and business successIn the UK it’s 12% for high web and 4% for low webSource Boston Consulting The $4.2 Trillion Opportunity March 2012The Internet Economy in the G-20Take this for technology too https://publicaffairs.linx.net/news/wp-content/uploads/2012/03/bcg_4trillion_opportunity.pdfFigures for ‘high-web’ and ‘low-web’ show very clearly the correlation between good use of digital talent and business success
  • Tesco – 6% of UK Sales (£2.8 bn)Pearson – 33% - £2 bn digital (Penguin books – 17% - book revenues online and Financial Times – subscriptions : 316k digital versus 286k print)
  • Old daysYou were in control easier to measureCutting out newspaper stories etc
  • Now called ‘splinternet’Bonus is that its Measureable FragmentedrapidAnd it is Two way
  • Customers have changedThey have higher expectationsSo are demanding
  • The children from the digital age and baby boom are not decision makers
  • A recent survey showed that above payStaff now want to be engaged.
  • Uses data that is collectsMakes the most of available technologyConnects all parts of the business
  • This is all about your customers, new, existing, engaged not engaged.
  • We can connect with our csutomers in lots of ways – but the current most important way is through mobile technology…..
  • Its now more important then ever to connect with your customers John LewisMobile now accounts for over 40% per cent of traffic to johnlewis.com and traffic is up over 115% year on year78% of fashion sales are on mobile
  • Aurasma is a radical piece of technology that represents the future of how we use our mobile devices by bringing the physical and virtual worlds together for the first time.
Available on smart devices, Aurasma was created out of technology that is capable of recognizing images, symbols and objects in the real world and understanding them. It can then deliver digital content in real time, including videos, animations, audio or webpages
  • http://www.youtube.com/watch?v=Ld7x1gz4Hzk
  • Salesforce
  • Inputs
  • Inputs
  • Outputs
  • Sugar – around £35 a month Capsule £8 per month per user or free for 2 users
  • Create customer journeyThis is what they allow you to do
  • It’s time to start thinking about website as more than a brochure, it is where we can connect with many of our services
  • Superfast business website is linked with sales force
  • 3 key components
  • http://www.optify.net/business-to-business-marketing/2012-b2b-marketing-trends
  • John LewisMobile now accounts for over 40% per cent of traffic to johnlewis.com and Mobile traffic is up over 115% year on year78% of fashion sales are on mobile
  • 2nd part
  • Allows you to share plans with customers
  • Podio
  • Breathe HR
  • Its flexiblehttp://www.claranet.co.uk/sites/claranet.co.uk/files/Claranet_WP_Business%20case%20for%20cloud%20computing.pdf
  • What is the cloudSoftware as a Service (SaaS): Salesforce, CRMsPlatform as a Service (PaaS): Arguabley Google or microsoftInfrastructure as a Service (IaaS): Data storage/Servers
  • DO you already use the cloud???You probably do
  • Saves Capital spend
  • http://www.cloudallianceforgoogleapps.com/product-categories/
  • This is a case study of a client near Launceston that have created their own cloud cluster – software as a service
  • Plan P (professional) < 25 users £4.00 pm per user(Exchange, Sharepoint, Lync and web apps)Plan E (Enterprise)> 25 users £6.50 and £15.75(Enhanced collaboration, messaging tools, voicemail and archiving and Office Pro 2010)Plan K (Kiosk) – > 25 users - (web interface only) £2.60*note plan E includes Active Directory Sync to sync/manage user groups, Plan P does not.http://office.microsoft.com/en-GB/products/?WT.mc_id=PS_Google_O365Shared-brand_office%20365_text&WT.srch=1
  • Think about get out clouseExit plan
  • Who uses Google analytics
  • See how effective social media isWhat is their journey
  • Source: Eric Siegel Predictive Analytics 2013

Transcript

  • 1. The Connected Business Kate Doodson Cosmic @cosmickated Serco Internal
  • 2. What is superfast business? • Superfast Business is a European Funded programme of fully funded business support for SMEs • Delivered by Peninsula Enterprise, working with the Local Authorities & Connecting Devon & Somerset broadband rollout project Serco Internal
  • 3. Superfast Business Support • Business advice and specialist support to help growth businesses maximise the opportunities of Superfast Broadband and associated technologies. • Benefits for businesses can include:        Competitive advantage through take-up and exploitation of SFBB Increased productivity Improve access to new markets and business opportunities Increase competitive advantage for businesses in rural locations More flexible and environmentally friendly working practices Increased opportunity for innovation Efficiency and timesaving • Eligibility criteria apply to businesses accessing the service Serco Internal
  • 4. Serco Internal
  • 5. Support Available – 12 hours of support
  • 6. Next Steps 1. Register on our website (which incorporates the Knowledge Hub). www.superfastbusiness.co.uk to unlock access to a range of resources and materials 2. Check your eligibility 3. Let us know what areas of ICT and technology you might be interested in Developing an ICT strategy Developing your ICT network/ infrastructure Engaging new and existing customers Collaboration Client Relationship Management Systems Flexible working Moving your business to the Cloud Business Continuity 4. Talk to our Client Relationship Co-ordinator to check your eligibility and arrange an appointment with one of our dedicated Business Advisers Serco Internal
  • 7. http://www.youtube.com/watch?v=G7KZR9 NwKQQ
  • 8. Stay up to date • www.superfastbusiness.co.uk • twitter @superfastbiz • Facebook www.facebook.com/superfastbiz • join our LinkedIn group 'Superfast Business SW' • info@superfastbusiness.co.uk • 0845 603 8593 Serco Internal
  • 9. The Connected Business Serco Internal
  • 10. Business is Changing UK ? Serco Internal
  • 11. Business with no change? 2012 Physical CDs - ½ million Serco Internal Downloads –183m
  • 12. Businesses that have adapted 33% of UK Sales £2 billion – digital 6% of UK Sales £2.6 billion Financial Times subscriptions : 316k digital vs 286k print Serco Internal 17% - book revenues online
  • 13. So what’s changed in business? Serco Internal
  • 14. TV PR Adverti sing Print Mail shots Radio Old world customer marketing
  • 15. TV Social media Email PPC Mobile Print PR Search Website affili ate Webi nars New world marketing Radio Rapid Fragmented Two way
  • 16. The world has changed • Instantaneous response • Accessibility • Transparency • Accountability • Higher Expectations Serco Internal
  • 17. People change • Gen X • Gen Y • Gen Z • Baby Boomers • Millennials • Digital Natives Serco Internal
  • 18. Staff have changed Serco Internal
  • 19. What is a connected business?
  • 20. What is the connected business? Collates and interprets collated business data for customer intelligence and insights A business that connects discreet parts of the business that may not have connected before A business that makes the most of technology to realise full business potential
  • 21. Business benefits of becoming a connected business? • Saves time – staff time, management time • Saves resources – avoids duplication/triplication of data • Provides a consistent customer journey experience • Increases staff motivation • Creates data for intelligence • Improves communication internally • Allows true mobilisation of the office and workforce • Provides resilience against business continuity and disruption Serco Internal
  • 22. Our 7 tips to becoming a connected business 1. Connect with your customers where they are 5. Create a self-serving team 2. Know your customers 6. Mobilise your better communications 3. Create your website hub 7. Benchmark against the 4. Stop, collaborate and project manage best Serco Internal
  • 23. External customer systems Serco Internal
  • 24. Connect with your customers where they are 1. Mobile marketing Serco Internal
  • 25. • Connect – where your customers are • Most of the business and consumer population in the UK now use smartphones, • 80% of population using the internet (UK) • 34m using Facebook • 10m using Twitter – 90% on mobile devices Social media , Search, Advertising, Reputation, New media Serco Internal
  • 26. Serco Internal
  • 27. Check-in Encourage Vouchers.. • Facebook – Check-in to your business – Appears in friend’s feeds • And advertise alongside checkin – Discounts and deals • Foursquare – Check-in – Vouchers and deals Serco Internal
  • 28. Engaging customers through Augmented Reality: L’Occitane, beauty manufacturer have embraced Augmented reality, using it within their printed brochures and in store for additional experiences and instant purchase Serco Internal
  • 29. www.aurasma.com www.blippar.com Create your own…and … tap-to-buy Serco Internal
  • 30. Connect where your customers are - with video content …..With video content • Video – for sales and marketing • Product descriptions, visualisations • Expert analysis, talks • Case studies, testimonials Becoming significant in Search Results Pre sales – research Post sales - support Serco Internal
  • 31. Creating video content for customer retention: Sony Xperia have created a YouTube channel of all their support and advice guides.
  • 32. Be more consistent with your customers 2. Customer Relationship Management Serco Internal
  • 33. http://www.youtube.com/watch?v=TXWn_4 Serco Internal lumkw
  • 34. Why use a CRM? • A CRM can connect every area of business that touches the customer – – Marketing – Sales – After sales support • And areas which the customer may not see – Finance – Accounting integration CRM moves the company from a product centric focus to a customer driven focus. Serco Internal
  • 35. What can a CRM system do? Collate customer information • Enquiries received • Telephone calls made/received • Meeting notes • Business cards received • Leads Generated • Letters/Emails sent & Received • Attendees to Seminars • Website hits • Project plans Serco Internal
  • 36. Inputs from many sources Twitter Serco Internal
  • 37. Outputs Customer Data Analytics Project Management Reporting Serco Internal
  • 38. Customer relationship management systems Serco Internal
  • 39. Map your CRM to your customer journey
  • 40. Create a website hub 3. Websites & apps? Serco Internal
  • 41. Web at the heart
  • 42. Business benefits of a connected website • Your website, your castle - Your website communicates volumes about your brand, your values and the way you do business • Save time and resources Integrating with back office functions – Create self serving clients – Your website is the place • Control your content • Control your reputation and show off your expertise Serco Internal
  • 43. Brilliant website? Style and tone Integration Engaging, engrossing, reflects customer transactional, self serving website that integrates with key back office functions Creates environment for ‘desire to buy’ Is content driven Integrates with finance, CRM, enews, Functionality Mixed payment methods debit, credit, PayPal Self serving for customers anytime support, automated Website  centralised customer experience platform Serco Internal
  • 44. Get the basics right - Organic is still the number 1 driver of traffic to websites in 2012 And Google mobile searches are up 400% in last 12 months Serco Internal
  • 45. Responsive design • Does your website work across platforms? Is it mobile responsive? Is it tablet responsive? 23% of web traffic to JL and 25% to LA sites23% visits to JL website are now mobile Serco Internal
  • 46. Internal business systems Serco Internal
  • 47. Stop, collaborate and project manage 4. Project management & Collaboration systems Serco Internal
  • 48. Business benefits of project management tools • Significantly improve communication between staff • Reduce time – avoids double handing of data • Provides reporting – project time vs allocated time • Increase customer and staff interaction and consistency Serco Internal
  • 49. Project management • Project management tools – Maximise resource management with • • • • • • Taskboards Document storage Automated timesheet creation Automated expenses generation Virtual meetings Online/offline collaboration Serco Internal
  • 50. Serco Internal
  • 51. Create a self-serving team 5. Admin management systems Serco Internal
  • 52. • Self service systems HR/E-learning – Utilises technology to manage Personnel files Leave requests Automates time recording Self service with manager routing Includes performance management Utilises online learning, encourages personal development online • Uses online recruitment • Has reporting modules • • • • • • Serco Internal
  • 53. https://www.youtube.com/watch?v=noPIPZ Serco Internal
  • 54. Connect and mobilise your staff 6. Cloud systems Serco Internal
  • 55. Business benefits to cloud • Improved agility – scalable, flexible, future proof • Better resilience – managed backup, firewalls, Real time monitoring • Operational efficiencies – Capex Opex, pay for what you use, reduce investment in hardware • Sustainability – reduce energy consumption, over provisioning Serco Internal
  • 56. What is cloud? • Access applications and data on the internet rather than on your ‘owned’ equipment • Natural evolution of technologies & approaches – virtualisation, automation, integration, and utility computing • The revolution is around how IT resources are managed and delivered Serco Internal
  • 57. Staff are already using cloud Consumers • 56% of internet users use webmail services • 34% store personal photos online • 29% use online applications (Google Docs, Photoshop express) • 7% Store personal videos online • 5% pay to store computer files online • 5% back up hard drive to online site Serco Internal
  • 58. • You can replace… – – – – Software File storage Email servers and exchange Platforms ….With cloud technologies Serco Internal
  • 59. • Cloud systems – Provide staff with anytime anywhere access to • • • • Files Software Emails Platforms (Cloud) – Secure backups – Business continuity management plan Serco Internal
  • 60. Pick and mix approach….. podio http://www.xero.com/uk/add-ons/ Serco Internal
  • 61. Starts at £6.50 Serco Internal
  • 62. 5 things to consider - Cloud 1. Disregard any supplier that offers 100% uptime – read the contract, what does uptime cover 2. Select a supplier that can deliver high service levels – dedicated support team, round the clock monitoring, 3. Don’t under estimate the importance of network infrastructure security – public or private IP Network? 4. Be clear on how flexible and scalable your solution is –what is their partner network like? 5. Check out their data security credentials – is the service compliant with UK data protection law Serco Internal
  • 63. Benchmarks against the best 7. Benchmarking and measuring tools Serco Internal
  • 64. Benchmark in Social Media Serco Internal
  • 65. Understanding analytics 1. Who are your visitors 2. How do they get to your site 3. What do they do once they are there Serco Internal
  • 66. Serco Internal
  • 67. Predictive Analytics • Want to predict who your customers will be? Predictive analytics can help do that • Tesco– can predict the exact day customers will return and the amount they will send within £10 for around 20% of their customers • issues100m personalised coupons at checkout. PA has increased redemption rates x 4 times. • Mobile phone company – have successfully predicted mobile subscribers that are 10x more likely than average to cancel • HP – PA models generate ‘flight risk’ score for all employees. Estimates $300m savings Serco Internal
  • 68. • LA Police • Review 13 million past crimes to predict current behaviour Serco Internal
  • 69. A connected business measures success and predicts future trends Descriptive (what happened) Diagnostic (why did it happen) Predictive (What will happen) Prescriptive (How can I make it happen) Serco Internal
  • 70. Features of a connected business External systems 1. 2. 3. 4. 5. 6. Customer relationship management Internal systems 1. 2. Digital reputation 3. E-marketing Project management HR systems Staff productivity 4. Website ecommerce Internal communication 5. Finance Knowledge base 6. Customer intelligence Sector specific processes Serco Internal Business eco-system 1. Collaboration 2. Benchmarking 3. Innovation 4. Competition 5. Peer support 6. Recruitment 7. Sector leadership
  • 71. Questions and discussion @cosmickated kate@cosmic.org.uk Serco Internal
  • 72. Next Steps 1. Register on our website (which incorporates the Knowledge Hub). www.superfastbusiness.co.uk to unlock access to a range of resources and materials 2. Check your eligibility 3. Let us know what areas of ICT and technology you might be interested in Developing an ICT strategy Developing your ICT network/ infrastructure Engaging new and existing customers Collaboration Client Relationship Management Systems Flexible working Moving your business to the Cloud Business Continuity 4. Talk to our Client Relationship Co-ordinator to check your eligibility and arrange an appointment with one of our dedicated Business Advisers Serco Internal
  • 73. Serco Internal