Mobility
Matters?

Why

Organizations are not Leveraging
Full Potential of Mobility

Oil & Gas

Beginners

30

18%

Retail...
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Why Mobility Matters?

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Organizations are not leveraging the full potential of mobility.

Capgemini Consulting research with the MIT Center for Digital Business on digital transformation showed that only 8% of companies are using mobile technologies to transform their customer experience, and 14% for operational processes.

We also conducted a separate study to understand the extent of usage of mobile technologies for 80 leading companies across sectors and the impact of this usage on their end-users.

Only 18% of companies are in the advanced stage ('Top Performers') of mobile maturity. 'Top Performers' offer feature-rich mobile apps, adopt organization-wide mobility and continuously focus on improving mobile capabilities through investments and strategic alliances.

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Why Mobility Matters?

  1. 1. Mobility Matters? Why Organizations are not Leveraging Full Potential of Mobility Oil & Gas Beginners 30 18% Retail Slow adopters of mobile technologies to improve customer experience, internal operations or transform business model 70 10 70 20 Pharmaceuticals Financial Services 30 20 20 60% Followers 70 Have taken progressive but fragmented approach towards mobility across these areas Consumer Products 60 Telecom 20 40 80 60 22% Top Performers Manufacturing 10 Have well-defined strategy for mobile initiatives including customer and employee-facing apps, enterprise mobility and future investments around mobile 70 20 Technology 40 60 Only of companies are using mobile technologies to transform their customer experience, 8% and for operational processes1 14% High Mobile Maturity differs across sectors of Top Performers belong to the Telecom, Technology and Financial Services domains Mobile Maturity 86% while of Beginners belong to the Oil & Gas and Pharma sectors Low 56% Low High End-User Uptake How does Mobility Drive Customer Experience across Sales Cycle? 03 Delivery and Consumption Navigation apps Shipment alerts/ tracking apps 02 Sales Transaction 04 Customer Service Products/services consumption feedback through mobile channel M-commerce platform Dealer/repair shop locator apps Virtual sales assistants/stores Mobile apps tracks and enhances service request processing Shopping-list builder apps Sales Cycle Click-to-call for service 01 Sales and Promotion 05 Loyalty Management Product/price comparison tools Mobile alerts/notification for product/service renewal Events updates on mobile to drive store visits Mobile loyalty programs/apps Wal-Mart app users spend 40% more per month compared to non-app users 2 M-coupons How does Mobile Technology Improve Operations? Mobility Drives Employee Productivity Improves Collaboration between Salesforce and Customers 59% 66% organizations agree that use of mobile technologies can transform 3 operational processes organizations have not fully utilized mobile technologies to improve operations Enhances Supply-Chain Efficiency Boosts Performance across Internal Organizational Services Mobility Innovates Traditional Business Models Mobility Pay-as-you-drive model can result in Opens up new avenues for offerings based on mobility automobile insurance premium discounts 4 up to 30% based on the safe driving habits Sell anywhere in the world regardless of location Augmented Reality enables organizations to create a virtual presence without the need to have physical infrastructure Creates more efficient operating models for companies Mobility also helps in creating more efficient operating models such as m-health initiatives Why are Mobile Technologies Not Widely Adopted? Data security Pace of Technology Evolution 41% of senior executives in 6,000 organizations see mobility as a leading IT risk 5 Evolution in mobile technologies increases complexity in device management Compatibility Inability to measure ROI Integrating organization-wide mobility with other technology initiatives requires significant reconfiguration around network design and policies Unclear cost estimates around mobility support makes ROI measurement difficult Roadmap to Build an Effective Mobile Strategy Define Strategy and Prioritize Business Objectives 1 Assess Infrastructure and Compliance 2 Deploy Mobile Technologies 3 Sources: 1 Capgemini Consulting and MIT-Center for Digital Business (CDB), Phase I study, “Digital Transformation: A Roadmap for Billion-Dollar Organizations”, 2011 2 The GSMA Mobile World Live, “Wal-Mart reveals more mobile success”, June 2013 3 Capgemini Consulting and MIT-CDB, Phase II study, 2012 4 The Wall Street Journal, “Auto Insurers Bank on Big Data to Drive New Business”, February 2013 5 Symantec and Applied Research, “State of Mobility Survey”, 2012 Reach out: Interested in reading the full report? Visit http://www.capgemini-consulting.com/harnessing-mobility Follow us on Twitter @capgeminiconsul or email dtri.in@capgemini.com Measure Performance Continuously 4

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