See the core reasons why enterprise companies are slow to innovate in mobile, and what they can do about it.

1. Why Do Enterprise
Companies Build
Apps So Slowly?

2. Mobile is the New Medium
Mobile app usage officially
surpassed desktop usage in
2014. Enterprise companies
need a solid method to compete
in this growing mobile market.
Half of companies plan to
increase mobile development
budgets in 2015.
Enterprise companies are facing
new problems as they adapt to
the emerging marketplace.

3. What are the problems
facing enterprise mobile
app development?

4. Research suggests a lack of strategy as the reason why mobile apps take long to develop:
“One of the major reasons organizations lack mobile strategies is fragmentation—75
percent of respondents said app development was driven by product lines and individual
functions rather than by a central strategy. Another impediment to strategy reported by
CIOs is the quick and challenging pace of change in mobile.”
- Katie Bascuas, reporting State of Enterprise Mobility Survey
Enterprise Problem #1: App Development Strategy
Source:
http://resources.kinvey.com/docs/State+of+Enterprise+Mobility+Survey+2014+-+Kinvey.pdf

5. 97% of CIOs cite a
mobile strategy as
a necessary
business move.
Source:
http://resources.kinvey.com/docs/State+of+Enterprise+Mobility+Survey+2014+-+Kinvey.pdf

6. Developers need to work hand-in-hand with client feedback
instead of iterating solely based on market analysts. Adopt an
effective system of communication between the developer and
customer to more easily adjust an app’s market-fit.
Customer support managers are an excellent liaison between
developers and clients. Using mobile support software,
managers can relay customer demands weekly.
Enterprise Solution #1: Direct Access from Developer to Client

7. “We immediately prioritized updates which would
decrease support inquiries... I’d say that 80% of issues
were due to onboarding flow. So we iterated those fixes
and reduced support requests by that much. We have a
better product, and customers spread the word that we
listened.”
-Ran Heimann, CEO of Haystack
On a weekly basis we get a summary of the tickets that
have been opened and processed throughout the week.
We analyze the incoming feedback to see the hotspots
of things we should look at in the build. Helpshift gives
us the ‘Top 5 things we should be looking at this week.’
We address the biggest concerns of our userbase for
both existing users and new users.
- Kevin Henrikson, Engineering Manager at Microsoft
Case Studies for “Direct Access” Model:

8. Enterprise Problem #2: Agility
Enterprise companies risk being disrupted by faster development processes that reach
customer needs sooner:
Enterprise companies often focus on their existing offers until a new mobile technology
innovates the market. When this happens, most organizations will need at least 7
months to catch up!

9. “Building experiences for customers is much different than building them for
internal resources. Gone are all the organizational controls that we could hide
behind when things did not go well. You must embrace this, for it is here that the
CIO/CTO will find her greatest value. If you are waiting for the perfect project plan
to start, you will miss the party. Being agile and adaptive is the only way to answer
the needs of your customer. Spend time with your enterprise’s customers: learn
how they want to engage then build them an experience that exceeds
expectations.”
- Leonard Couture, Forrester Analyst
Enterprise Solution #2: Focus on What Clients Want Rather Than What You Can Offer

10. Enterprise Problem #3: Omni-channel Support
Managing multiple app versions is a must to compete in the mobile market. In addition,
certain verticals (like eCommerce) benefit greatly from having both Mobile and Web routes.
This means enterprise companies not
only have to build mobile apps, but
multiple apps across different operating
systems to reach all of their potential
customers effectively.
Without preparation, the cost of mobile
support can be exponentially more than
organizations expect.

11. Enterprise Solution #3: Omnichannel Cloud Support Services
Enterprise companies are quickly adopting omnichannel cloud solutions for their
customer support. 95% plan to move IT infastructure toward the cloud, with 67%
planning to move at least 11% of their IT.
An omnichannel solution allows companies to aggregate all customer contact into a
single efficient platform that boosts productivity and prevents customer churn.

12. Source: http://www.oracle.com/us/industries/retail/retail-omnichannel-challenge-2374327.pdf
Why Investigate Omnichannel Solutions?
Retailers see these gains after successfully attaining an omnichannel workflow.
Other products are very likely to see similar benefits.

13. Mobile knowledge brought to you by
Written by:
Devin Turner
Content Manager
@devinturn
devin@helpshift.com
Interested in learning more about mobile
app development for enterprise?
Visit helpshift.com/blog!