Enterprise Mobility Benchmarking Survey by SAP

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SAP’s Value Engineering team has surveyed over 10,000 participants from over 3,000 companies to create Performance Benchmarking studies that identify the key characteristics that drive top business performance. This survey focused on the degree of mobility adoption and maturity of mobility best practices adoption across the industry as well as the impact mobility can have on enterprise performance, e.g., revenue growth, employee productivity.

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Enterprise Mobility Benchmarking Survey by SAP

  1. 1. Enterprise Mobility SurveyAggregate Findings ReportSeptember, 2011
  2. 2. AgendaExecutive SummaryStudy Objectives and BackgroundMobility Adoption and MaturityEnterprise Mobility ImpactAppendix© COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 2is not a guarantee of future results, performance or cost savings.
  3. 3. Executive Summary
  4. 4. Executive Summary SAP‟s Enterprise Mobility benchmarking study was designed to understand:Study Objectives  The degree of mobility adoption and maturity of mobility best practices adoption across the industryand Background  The impact mobility can have on enterprise performance, e.g., revenue growth, employee productivity Although most companies acknowledge the “importance of mobility”, the majority of respondents were still in the early stages of adopting enterprise mobility:  Average of 9 mobile devices per 10 employees, incl. average of 3 smart phones/tablets per 10 employeesMobility Adoption  Average of 23% of users with mobile access to cross functional applications 1. Highest importance for mobile collaboration and content, but highest adoption for e-mail and messagingand Maturity  Average of 11% of users with mobile access to enterprise applications/processes 2. Highest importance for CRM and Field Services but highest adoption for Project Management, Field Services and BI  Less than 25% of respondents with high level of maturity in mobility best practices for mobility strategy, creation of mobile devices and consumption and control of mobile devices The study confirmed impact of enterprise mobility adoption and maturity on performance:  Top performing companies in terms of mobile adoption demonstrated on average 20 percentage points higher revenue growth and more than twice the revenue per employee compared to bottom performers  Companies which centrally manage their mobile devices by IT have on average over 30% lower mobility spend perEnterprise employee  Companies with a high degree of enterprise mobility best practice maturity demonstrated compared to less matureMobility Impact companies: – Almost double employee productivity – Almost four times higher margins – Over 20% lower customer churnNote: 1) Email, messaging, collaboration , content, approval, reporting 2) BI, CRM, project management, field services, HCM, EAM, WMS, SRM, etc. © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 4 is not a guarantee of future results, performance or cost savings.
  5. 5. Executive Summary – Characteristics of LeadingCompaniesSince Greater Maturity of Enterprise Mobility Best Practices Has a Tangible Impact on Companies‟Performance, The Study Shows That There Are Clear Characteristics of Leading Companies – Thosewith the Greatest Adoption and the Best Business Results: Leading:  Exhibited a balanced approach – using all best practices at a high level  Have their mobile devices managed centrally by IT  Take lesser time to develop deploy new applications (in Lagging: days)  Wide variation in adoption of best practices  Have higher % of users with mobile access to cross  Have significant IT expenditure and use IT FTEs less functional applications efficiently  Have higher % of users with mobile access to enterprise  Sub-optimal management of mobile devices and mobility processes/ applications spending and also need more time to deploy applications  Have fewer % of users with mobile access to cross functional applications and to enterprise processes/ applications© COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 5is not a guarantee of future results, performance or cost savings.
  6. 6. Mobility Adoption and Efficiency9/10 9 per 109 Mobile Devices per 10 Employees 5 per 10 12 per 10 3 per 103/103 Tablets/Smart Phones per 10 Employees 1 per 10 4 per 10 23.4%23%Of Users with Mobile Access to Cross 6.0% 40.0%Functional Applications111% 10.9%Of Users with Mobile Access to EnterpriseApplications2 2.2% 20.0%Source: SAP Enterprise Mobility survey, N=162; charts show bottom 25%, average and top 25% figuresNote: 1) Email, messaging, collaboration , content, approval, reporting 2) BI, CRM, project management, field services, HCM, EAM, WMS, SRM, etc. © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 6 is not a guarantee of future results, performance or cost savings.
  7. 7. Mobility Impact Highlights (1) 11.1%40%+ -1.0% 40.0%Higher Revenue Growth for Companies with Top 23.4% -30.9%25% Mobile Access to Cross Functional 6.0%Applications1 Bottom 25% Average Top 25% Average % Users with Mobile Access to Cross Functional Applications Average Revenue Growth (in %) 7.9% -5.7%30%+ 10.9% 20.0% -25.6%Higher Revenue Growth for Companies with Top 2.2%25% Mobile Access to Enterprise Applications2 Bottom 25% Average Top 25% Average % Users Mobile Access to Enterprise Processes/ Applications Average Revenue Growth (in %)Note: 1) Email, messaging, collaboration , content, approval, reporting 2) BI, CRM, project management, field services, HCM, EAM, WMS, SRM, etc. © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 7 is not a guarantee of future results, performance or cost savings.
  8. 8. Mobility Impact Highlights (2)~2x Revenue per Employee (US$ „000) vs. Overall Mobility Best Practice MaturityHigher Revenue per Employees for Companies 1,205with Mature Mobility Best Practices 588 Level 1, 2 and 3 Level 4 and 5 Low Maturity High Maturity~4x Operating Margin (in %) vs. Overall Mobility Best Practice MaturityHigher Operating Margin for Companies with 16.9%Mature Mobility Best Practices 4.4% Level 1, 2 and 3 Level 4 and 5 Low Maturity High MaturityNote: Maturity Levels are calculated as an aggregate across all 4 dimensions of the Enterprise Mobility Best Practices model (see page 12 for more details) © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 8 is not a guarantee of future results, performance or cost savings.
  9. 9. Study Objectives andBackground
  10. 10. Program Background and Study ApproachProgram BackgroundSAP Performance Benchmarking serves as a forum for SAP customers to understand current and emerging trends intechnology and business processes, identify drivers of performance and understand implications of adopting best practices.Over 10,000 participants from over 3,000 companies have participated to date.Study ObjectivesObjectives. The Enterprise Mobility Benchmarking Study was Designed to Understand:  The degree of mobility adoption and maturity of mobility best practices adoption across the industry  The impact mobility can have on enterprise performance, e.g., revenue growth, employee productivityAnalysis Framework. The Enterprise Mobility Best Practice maturity model is built on 4 dimensions:  Mobility Strategy – Clear establishment of strategy for Enterprise Mobility  Creation of Mobile Applications – Ease of creation of Mobile Applications  Control of Mobile Devices – Security, Authentication and Correctness of Mobile Devices  Consumption of Mobile Applications – Acceptance, Training and Availability of Enterprise MobilityValue Definition. In the Survey Three Primary Value Drivers were Examined:  % of Users with Mobile Access to Cross Functional Applications and to Enterprise Processes/ Applications  Time to Provision/Decommission New Device(in minutes) and Time to Develop Deploy New Applications (in days)  Mobile devices managed centrally by IT, mobility spend per employee and Number of Mobile Devices and also Number of Smartphones/Tablets per employee© COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 10is not a guarantee of future results, performance or cost savings.
  11. 11. Participating Company Profile:Industry, Revenue, EmployeesOrganizations of all Sizes, Across All Industries Participated in the SurveyIndustry Mix (% of Participants) N = 162 13.6% 11.7% 9.9% 8.0% 6.8% 4.3% 4.9% 4.9% 2.5% 2.5% 2.5% 2.5% 3.1% 3.1% 3.7% 3.7% 3.1% 1.9% 1.2% 1.2% 1.2% 1.9% 0.6% 0.6% 0.6% Banking Other Automotive High Tech Retail Oil and Gas Utilities Aerospace Chemicals Construction and Media Higher Education and Hospitality Services Life Sciences Professional Services Consumer Products Healthcare Public Sector Telecommunications Distribution Logistics Service Other Services Industrial Machinery Mill Products Railways Wholesale and Components Engineering Operations Providers ResearchRevenue Mix (% of Participants) Number of Employees (% of Participants) 51.4% 60.9% 20.3% 22.5% 20.3% 12.8% 5.8% 6.0% Less than USD 1 to USD 5.0 to USD 10 Billion Less than 1,000 1,000 to 4,999 5,000 to 9,999 10,000 and more USD 1 Billion 4.9 Billion 9.9 Billion and Higher employees employees employees employees © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 11 is not a guarantee of future results, performance or cost savings.
  12. 12. Enterprise Mobility Maturity ModelThe Enterprise Mobility maturity model comprises 4 dimensions necessary to use mobility for competitiveadvantage. For each of the 4 dimensions, participating companies were evaluated on the maturity of the bestpractices included. Then the average across all best practice scores was calculated to receive an aggregate maturityscore. Based on this score the companies have been divided into 5 levels of maturity Creation of Mobile Applications Control of Mobile Devices Single, scalable, secure and reliable mobile  Centralized IT device monitoring, security and platform in place reporting capability exist Flexible and open infrastructure  Mobile workers have correct software, data and Leverage existing environment adhere to security policies to create mobile applications  Capability exists to remotely disable and re- Limit application complexity and also enable provision software assets device independent development Enterprise Mobility Strategy Mobility Consumption of Mobile Applications Mobility vision and plan in place  Mobile applications take advantage of mobile Business Process redesigning specific features Mobility strategy extended to partners,  End user is engaged early in the development suppliers, distributors and customers cycle Technical roadmap and budget in place  Prospective users receive training on basic wireless issues and new mobile applications © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 12 is not a guarantee of future results, performance or cost savings.
  13. 13. Enterprise Mobility Adoption Maturity Model Adoption of best practices varies at each stage of maturity Mobility Strategy in place for all departments and relevant processes and Mobility Strategy in place also shared with all for most of the external and internal departments and relevant stakeholders Mobility strategy defined for processes and also Operating System many departments and shared with most of the stakeholders Standards and reliable relevant business platform exist; Security Mobility Strategy defined at processes and also shared organization level but not Operating System needs and scale up to some extent Standards and reliable capability is addressed Mobility shared either inside or No Mobility Strategy defined outside the organization Operating System platform exist; Also partial Strategy at the organization or the security needs and partial Standards and a reliable Strong well documented department Level platform exists scale up is addressed security policy, centralized Some Operating System Standards and a reliable device monitoring and No Operating System Strong Security policy, excellent device Standards or Platform platform exists and limited Creation of scale up is possible partially centralized device authentication mechanism Mobile exist and also scaling of Strong Security policy, monitoring and good is in place operations is not possible decentralized device device authentication Applications A security policy, early monitoring and basic mechanism is in place End User is involved early stages of device monitoring device authentication in the development cycle No security policy, device and rudimentary device mechanism is in place and feedback phase; monitoring, user authentication mechanism End User is involved in Control of the development cycle receive training on new authentication mechanism is in place applications and allMobile Devices exist End User is involved in the and feedback phase; receive training on new wireless issues; Also they development cycle and have access and ability to receive training on new applications and basic End User is sometimes use all of enterprise engaged in the development applications; Also they have wireless issues; Also they applications End User is neither engaged cycle and receive access to use basic have access majority of in the development cycle nor rudimentary training; Also enterprise applications enterprise applications Consumption provided with any training; they have access to few of Mobile Also they do not have access enterprise applications Applications to enterprise applications See complete maturity model in the Appendix © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 13 is not a guarantee of future results, performance or cost savings.
  14. 14. Mobility Adoption andMaturity
  15. 15. Mobility Adoption and Maturity: SummaryAlthough most companies acknowledge the“importance of mobility”, the majority of respondentswere still in the early stages of adopting enterprisemobility:  Average of 9 mobile devices per 10 employees, incl. average of 3 smart phones/tablets per 10 employees  Average of 23% of users with mobile access to cross functional applications1. Highest importance for mobile collaboration and content, but highest adoption for e-mail and messaging  Average of 11% of users with mobile access to enterprise applications/processes2. Highest importance for CRM and Field Services but highest adoption for Project Management, Field Services and BI  Less than 25% of respondents with high level of maturity in mobility best practices for mobility strategy, creation of mobile devices and consumption and control of mobile devicesNote: 1) Email, messaging, collaboration , content, approval, reporting 2) BI, CRM, project management, field services, HCM, EAM, WMS, SRM, etc. © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 15 is not a guarantee of future results, performance or cost savings.
  16. 16. Number of Mobile Devices per Employee andSmartphones/Tablet per EmployeeOn Average, Companies Have 9 Mobile Devices per 10 Employees (PC, Net Book, Smart Phone,Tablet) of Which 3 Are Smart Phones/TabletsNumber of Mobile Devices per Employee: Smartphones/Tablet per Employee:Average Number of Mobile Devices per Employee is 0.9 Average Number of Smartphones Tablets per Employee is 0.3 0.4 1.2 0.9 0.3 0.5 0.1 Bottom 25% Average Top 25% Bottom 25% Average Top 25% Number of Mobile Devices per Employee Number of Smartphones/ Tablets per Employee© COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 16is not a guarantee of future results, performance or cost savings.
  17. 17. Importance of Mobile Access% of Users with Access to Cross Functional Applications vs. Average Importance of Mobile Access (1 = Not Important, 5 = Very Important):Mobile Collaboration and Content Are Given Highest Importance by Companies While Adoption is Highest for E-mail and Messaging 29% 29% 26% 16% 11% 3.1 4.4 3.8 9% 2.9 3.3 3.1 Email Messaging Mobile Collaboration Content Approval Mgt.Reporting Importance of Mobile Access Percent of Users with Mobile Access% of Users with Access to Enterprise Applications vs. Average Importance of Mobile Access (1 = Not Important, 5 = Very Important):CRM and Field Services are Given Highest Importance by Companies While Adoption is Highest for Project Management, Field Services and BI 12% 11% 11% 10% 10% 10% 9% 8% 7% 7% 3.3 3.5 2.8 2.8 2.8 2.8 2.8 2.5 2.8 2.6 Project Mgt Field Service BI CRM SRM/ Procure. HCM Asset Mgt. Logistics Mgt. WMS EPM Importance of Mobile Access Percent of Users with Mobile AccessSource: SAP Enterprise Mobility survey, 1) email, messaging, collaboration etc. 2) BI CRM, project management etc. © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 17 is not a guarantee of future results, performance or cost savings.
  18. 18. Time to Provision/Decommission New Device (In Minutes)and Time to Develop Deploy New Applications (In Days)Most Companies Spend < 100 Minutes to Provision/Decommission New Devices and < 50 Days toDevelop Deploy New ApplicationsTime to Provision/Decommission New Device (In Minutes): Time to Develop Deploy New Applications (In Days):Average Time to Provision/Decommission New Devices is Average Time to Develop Deploy New Applications is 53 Days54 Minutes 120 90 53 54 20 15 Bottom 25% Average Top 25% Bottom 25% Average Top 25% Time to Provision/Decommission New Device(in minutes) Time to Develop Deploy New Applications (in days)© COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 18is not a guarantee of future results, performance or cost savings.
  19. 19. Best Practice MaturityEach survey respondent was given a „score‟ based on responses to questions which reflected theirlevel of best practice adoption along the 4 dimensions of the Best Practice framework. Companieswere given a score by Best Practice dimension, then grouped into one of the five best practicematurity levels based on their score (Level 1 = Lowest maturity, Level 5 = Highest maturity).Participant Distribution by Best Practice Maturity Levels:Less Than 25% of Companies Have High Maturity in the Adoption of Enterprise Mobility Best Practices Maturity Levels 37.7% 30.5% 18.5% 7.9% 5.3% Level 1 Level 2 Level 3 Level 4 Level 5 Low Maturity High Maturity© COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 19is not a guarantee of future results, performance or cost savings.
  20. 20. Average Maturity Level of the Four Dimensions in theMaturity ModelParticipant Distribution by Best Practice Maturity Levels:On an Average, Participants Appear to be More Mature on the Consumption of Mobile Applications While Creation ofMobile Applications is the Least Mature Dimension Consumption of Mobile Applications 8% 24% 42% 23% 3% 3.0 Control of Mobile Devices 12% 26% 37% 16% 9% 2.9 Creation of Mobile Applications 24% 46% 20% 8% 2% 2.2 Mobility Strategy 15% 55% 20% 8% 2% 2.4 Level 1 Level 2 Level 3 Level 4 Level 5© COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 20is not a guarantee of future results, performance or cost savings.
  21. 21. Enterprise Mobility Impact –Adoption
  22. 22. Enterprise Mobility Impact Results – AdoptionThe study indicates that companies with higherdegree of enterprise mobility adoption realize higherperformance  Companies which use mobile devices more extensively for various functional applications and enterprise processes experience higher revenue growth  Companies which provide a larger proportion of their employees with smartphones/tablets and other mobile devices for business usage have higher profitability in terms of revenue per employee  Companies where a larger percentage of Mobile devices are managed centrally by IT have lower mobility spend© COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 22is not a guarantee of future results, performance or cost savings.
  23. 23. Achieving Business Value From Enterprise Mobility: Cross FunctionalApplications and Enterprise Processes/ApplicationsAverage % Users with Mobile Access to Cross Functional Applications:Companies Having Higher % of Users with Mobile Access to Cross Functional Applications Experience Higher Revenue Growth 11.1% -1.0% 40.0% 23.4% -30.9% 6.0% Bottom 25% Average Top 25% Average % Users with Mobile Access to Cross Functional Applications Average Revenue Growth (in %)Average % Users Mobile Access to Enterprise Processes/Applications:Companies Having Higher % of Users with Mobile Access to Enterprise Processes/Applications Experience Higher Revenue Growth 7.9% -5.7% 20.0% 10.9% -25.6% 2.2% Bottom 25% Average Top 25% Average % Users Mobile Access to Enterprise Processes/ Applications Average Revenue Growth (in %)Note: 1) Email, messaging, collaboration , content, approval, reporting 2) BI, CRM, project management, field services, HCM, EAM, WMS, SRM, etc. © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 23 is not a guarantee of future results, performance or cost savings.
  24. 24. Achieving Business Value From Enterprise Mobility: % of users withmobile access: Field/ CS vs Customer Churn and CustomerSatisfaction% of users with mobile access: Field/ CS vs Customer Churn:Companies Having Higher % of Users with Mobile Access to : Field/ CS Experience Lower Customer Churn (in %) 27.0% 12.2% 10.0% 33.2% 66.7% 7.1% Bottom 25% Average Top 25% Average % of users with mobile access: Field/ CS Average Customer Churn (in %)% of users with mobile access: Field/ CS vs Customer Satisfaction:Companies Having Higher % of Users with Mobile Access to : Field/ CS Experience Higher Customer Satisfaction (in %) 85.2% 84.2% 66.7% 83.6% 33.2% 7.1% Bottom 25% Average Top 25% Average % of users with mobile access: Field/CS Average Customer Satisfaction (in %)Note: 1) Email, messaging, collaboration , content, approval, reporting 2) BI, CRM, project management, field services, HCM, EAM, WMS, SRM, etc. © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 24 is not a guarantee of future results, performance or cost savings.
  25. 25. Achieving Business Value from Enterprise Mobility:Smartphones/Tablets and Other Mobile Applications% of Mobile Employees:Companies Having Higher % of Mobile Employees Have Higher Employee Productivity 940 747 409 32.0% 50.0% 8.1% Bottom 25% Average Top 25% % of Mobile Employees Average Revenue per Employee (in 000 USD)Number of Smartphones/Tablets per Employee:Companies Having Higher Usage of Smartphones/Tablets Have Higher Employee Productivity 906 739 0.36 279 0.20 0.06 Bottom 25% Average Top 25% Number of Smartphones/Tablets per Employee Average Revenue per Employee(in 000 USD)© COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 25is not a guarantee of future results, performance or cost savings.
  26. 26. Achieving Business Value From Enterprise Mobility:Mobile Devices Managed Centrally by ITMobile Devices Managed Centrally by IT:Companies Having a Higher % of Mobile Devices Managed Centrally by IT Experience Lesser Mobility Spend per Employee 553 458 373 92.2% 60.0% 100.0% Bottom 25% Average Top 25% Mobile Devices Managed Centrally by IT Mobility Spend per Employee (in USD)© COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 26is not a guarantee of future results, performance or cost savings.
  27. 27. Enterprise Mobility Impact –Maturity
  28. 28. Enterprise Mobility Impact Results - MaturityThe study confirmed that companies with higherdegree of enterprise mobility best practice maturityrealize higher performance  Leaders (companies with high level of best practice maturity): – Perform better in terms of Profitability and Margins – Have Higher Customer Satisfaction and Lower Customer Churn – Have lesser IT expenditure and use IT FTEs more efficiently – Better manage Mobile Devices and mobility spending and also need lesser time to deploy applications – Have greater % of Users with Mobile Access to Cross Functional Applications and to Enterprise Processes/ Applications  Low adoption of Enterprise Mobility best practices leads to: – Decrease in Profitability and Margins – Have lower Customer Satisfaction and higher Customer Churn – Have huge IT expenditure and use IT FTEs less efficiently – Sub-optimal management of Mobile Devices and mobility spending and also need more time to deploy applications – Have fewer % of Users with Mobile Access to Cross Functional Applications and to Enterprise Processes/Applications© COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 28is not a guarantee of future results, performance or cost savings.
  29. 29. Companies at a Higher Maturity Level Perform Better inTerms of Profitability and MarginsCompanies adopting more mature Enterprise Mobility processes (Level 4 and Level 5) are able to extract betterrevenue per employee and experience better margins. The following charts represent how companies are realizinghigher revenue per employee and margins as they move from Level 1 to Level 5 of the Best Practices Framework.There is a clear correlation between companies who have achieved Level 4 and Level 5 maturity and their revenueper employee and marginsRevenue per Employee (US$ „000) Operating MarginCompanies at a Higher Level of Enterprise Mobility Maturity Have Companies at a Higher Level of Enterprise Mobility MaturityAlmost Doubled Their Employee Productivity As Compared to Have Almost Four Times Higher Operating Margin As ComparedLesser Mature Companies to Lesser Mature Companies 16.9% 1,205 588 4.4% Level 1, 2 and 3 Level 4 and 5 Level 1, 2 and 3 Level 4 and 5Maturity Levels indicated here are calculated as an aggregate across all the 4 buckets of the Enterprise Mobility Best Practices categorization © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 29 is not a guarantee of future results, performance or cost savings.
  30. 30. Companies at a Higher Maturity Level Have HigherCustomer Satisfaction and Lower Customer ChurnSurvey Analysis Shows That Level 4 and Level 5 Companies Have Higher Customer Satisfaction andLower Customer Churn As Compared to Level 1, Level 2 and Level 3 CompaniesCustomer Satisfaction (%) Customer Churn (%)Level 4 and Level 5 Companies Have on an Average 2.4% Level 4 and Level 5 Companies Have on an Average 21.5%Higher Customer Satisfaction Over Lower Mature Companies Lower Customer Churn Over Lower Mature Companies 85.2% 12.1% 9.5% 83.2% Level 1, 2 and 3 Level 4 and 5 Level 1, 2 and 3 Level 4 and 5Maturity Levels indicated here are calculated as an aggregate across all the 4 buckets of the Enterprise Mobility Best Practices categorization © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 30 is not a guarantee of future results, performance or cost savings.
  31. 31. Companies at a Higher Maturity Level Have Lesser ITExpenditure and Use IT FTEs More EfficientlyCompanies at Higher Maturity Levels Have Lesser IT Expenditure and Use IT FTEs More EfficientlyIT Spend as a % of Revenue IT FTEs per Billion in RevenueLevel 4 and Level 5 Companies Experience Almost 1.1% Level 4 and Level 5 Companies Need Fewer IT FTEs asDecrease in IT Spend as a % of Revenue as Compared to Compared to Lower Mature CompaniesLower Mature Companies 3.2% 77.0 2.1% 30.0 Level 1, 2 and 3 Level 4 and 5 Level 1, 2 and 3 Level 4 and 5Maturity Levels indicated here are calculated as an aggregate across all the 4 buckets of the Enterprise Mobility Best Practices categorization © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 31 is not a guarantee of future results, performance or cost savings.
  32. 32. Companies at a Higher Maturity Level Better Manage Mobile Devicesand Mobility Spending and Also Need Lesser Time to DeployApplicationsCompanies at Higher Maturity Levels Better Manage Mobile Devices and Mobility Spending and alsoNeed Lesser Time to Deploy ApplicationsMobile Devices Managed Centrally by IT (In %) Time to Develop Deploy New Application (In Days)Companies with Mature Enterprise Mobility Practices Have Their Companies with Mature Enterprise Mobility Practices NeedMobility Issues Managed Centrally by IT Lesser Time to Deploy New Applications Than Lesser Mature Companies 77.6% 70.7% 55.1 41.2 Level 1, 2 and 3 Level 4 and 5 Level 1, 2 and 3 Level 4 and 5 Mobility Spend as % of Telecom Spend (in %) Companies with Mature Enterprise Mobility Practices Spend Lesser on Mobility Than Lesser Mature Companies 44.0% 36.4% Level 1, 2 and 3 Level 4 and 5Maturity Levels indicated here are calculated as an aggregate across all the 4 buckets of the Enterprise Mobility Best Practices categorization © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 32 is not a guarantee of future results, performance or cost savings.
  33. 33. Companies at a Higher Maturity Level Have Greater % of Users withMobile Access to Cross Functional Applications and to EnterpriseProcesses/ApplicationsLevel 4 and Level 5 Companies have Greater % of Users with Mobile Access to Cross FunctionalApplications and to Enterprise Processes/Applications% of Users with Mobile Access to Cross Functional % of Users with Mobile Access to Enterprise Processes/Applications ApplicationsCompanies with Mature Enterprise Mobility Practices Have Higher Companies with Mature Enterprise Mobility Practices Have% of Users With Mobile Access to Cross Functional Applications Higher % of Users With Mobile Access to Enterprise Applications 30.2% 21.8% 22.0% 10.5% Level 1, 2 and 3 Level 4 and 5 Level 1, 2 and 3 Level 4 and 5Source: SAP Enterprise Mobility survey, 1) email, messaging, collaboration etc. 2) BI CRM, project management etc.Maturity Levels indicated here are calculated as an aggregate across all the 4 buckets of the Enterprise Mobility Best Practices categorization © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 33 is not a guarantee of future results, performance or cost savings.
  34. 34. Appendix
  35. 35. Appendix - IntroductionThe previous section discussed how high best practice maturity drives business and IT performance. The appendixtakes the analysis one step further and looks at the impact of best practice maturity for individual best practicedimensions. The table below summarizes the findings, with a checkmark indicating a positive relationship betweenthe best practices and the KPI. Creation of Mobile Control of Mobile Consumption of KPI Mobility Strategy Applications Devices Mobile Applications Operating Margin (%)  Business Performance Revenue Growth (%)  Revenue per Employee  # of Mobile Devices per  Employee % Mobile Access to Cross  Functional Applications Adoption % Mobile Access to Enterprise   Processes % of Mobile Employees  Customer Churn (%)   Customer Satisfaction (%)   IT Spend (%)    Average Time to Develop and  Mobility Cost Deploy New Application Devices Managed Centrally by IT  Mobility Spend (%) © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 35is not a guarantee of future results, performance or cost savings.
  36. 36. Mobility Strategy vs KPIs (1/2)Revenue Growth (in %) Operating Margin (in%)Companies at a Higher Level of Mobility Strategy Maturity Have Companies at a Higher Level of Mobility Strategy Maturity HaveHigher Revenue Growth (in %) Higher Operating Margin (in %) 7.8% 19.0% Level 1, 2 and 3 Level 4 and 5 4.7% -4.0% Level 1, 2 and 3 Level 4 and 5IT Spend as % of Revenue (in%) Customer Churn (in %)Companies at a Higher Level of Mobility Strategy Maturity Have Companies at a Higher Level of Mobility Strategy Maturity HaveLower IT Spend as % of Revenue (in %) Lower Customer Churn (in %) 3.1% 11.5% 2.1% 9.9% Level 1, 2 and 3 Level 4 and 5 Level 1, 2 and 3 Level 4 and 5The Maturity of Mobility Strategy bucket is being mapped against the KPIs © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 36 is not a guarantee of future results, performance or cost savings.
  37. 37. Mobility Strategy vs KPIs (2/2)Customer Satisfaction (in %) Percentage of Mobile Employees (in%)Companies at a Higher Level of Mobility Strategy Maturity Have Companies at a Higher Level of Mobility Strategy Maturity HaveHigher Customer Satisfaction (in %) Higher Percentage of Mobile Employees (in %) 85.2% 2.2% 1.8% 83.7% Level 1, 2 and 3 Level 4 and 5 Level 1, 2 and 3 Level 4 and 5Percentage of Users with Mobile Access to Cross Functional Percentage of Users with Mobile Access to EnterpriseApplications (in %) Processes (in %)Companies at a Higher Level of Mobility Strategy Maturity Have Companies at a Higher Level of Mobility Strategy Maturity HaveHigher Percentage of Users with Mobile Access to Cross Higher Percentage of Users with Mobile Access to EnterpriseFunctional Applications (in %) Processes (in %) 37.2% 28.8% 21.3% 9.5% Level 1, 2 and 3 Level 4 and 5 Level 1, 2 and 3 Level 4 and 5The Maturity of Mobility Strategy bucket is being mapped against the KPIs © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 37 is not a guarantee of future results, performance or cost savings.
  38. 38. Creation of Mobile Applications vs KPIs (1/1)IT Spend as % of Revenue (in %) Time to Develop Deploy New Application (in days)Companies at a Higher Level of Creation of Mobile Applications Companies at a Higher Level of Creation of Mobile ApplicationsMaturity Have Lower IT Spend as % of Revenue (in %) Maturity Take Lower Time to Develop Deploy New Application (in days) 3.0% 68 49 2.6% Level 1, 2 and 3 Level 4 and 5 Level 1, 2 and 3 Level 4 and 5The Maturity of Creation of Mobile Applications bucket is being mapped against the KPIs © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 38 is not a guarantee of future results, performance or cost savings.
  39. 39. Control of Mobile Devices vs KPIs (1/2)IT Spend as % of Revenue (in %) Mobile Devices Managed Centrally by IT (in %)Companies at a Higher Level of Control of Mobile Devices Companies at a Higher Level of Control of Mobile DevicesMaturity Have Lower IT Spend as % of Revenue (in %) Maturity Have Higher % of Mobile Devices Managed Centrally by IT (in %) 3.2% 81.1% 2.4% 60.7% Level 1, 2 and 3 Level 4 and 5 Level 1, 2 and 3 Level 4 and 5 Mobility Spend as % of Revenue (in %) Companies at a Higher Level of Control of Mobile Devices Maturity Have Lower Mobility Spend as % of Revenue (in %) 0.2% 0.1% Level 1, 2 and 3 Level 4 and 5The Maturity of Control of Mobile Devices bucket is being mapped against the KPIs © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 39 is not a guarantee of future results, performance or cost savings.
  40. 40. Control of Mobile Devices vs KPIs (2/2)Mobility Spend Per Employee (in currency) Mobile Spend as % of IT Spend (in %)Companies at a Higher Level of Control of Mobile Devices Companies at a Higher Level of Control of Mobile DevicesMaturity Have Lower Mobility Spend Per Employee (in currency) Maturity Have Lower Mobile Spend as % of IT Spend (in %) 693 16.2% 11.2% 352 Level 1, 2 and 3 Level 4 and 5 Level 1, 2 and 3 Level 4 and 5The Maturity of Control of Mobile Devices bucket is being mapped against the KPIs © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 40 is not a guarantee of future results, performance or cost savings.
  41. 41. Consumption of Mobile Applications (1/2)Revenue per Employee („000s) Customer Churn (in %)Companies at a Higher Level of Consumption of Mobile Companies at a Higher Level of Consumption of MobileApplications Maturity Have Higher Revenue Per Employee Applications Maturity Experience Lower Customer Churn (in %)(„000s) 926 12.6% 568 9.1% Level 1, 2 and 3 Level 4 and 5 Level 1, 2 and 3 Level 4 and 5 Customer Satisfaction (in %) Companies at a Higher Level of Consumption of Mobile Applications Maturity Experience Higher Customer Satisfaction (in %) 87.4% 81.1% Level 1, 2 and 3 Level 4 and 5The Maturity of Consumption of Mobile Applications bucket is being mapped against the KPIs © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 41 is not a guarantee of future results, performance or cost savings.
  42. 42. Consumption of Mobile Applications (2/2)Number of Mobile Devices per Employee Percentage of Users with Mobile Access to EnterpriseCompanies at a Higher Level of Consumption of Mobile Processes (in %)Applications Maturity Have Higher Number of Mobile Devices per Companies at a Higher Level of Consumption of MobileEmployee Applications Maturity Have Higher Percentage of Users with Mobile Access to Enterprise Processes (in %) 1.01 13.5% 0.91 12.1% Level 1, 2 and 3 Level 4 and 5 Level 1, 2 and 3 Level 4 and 5The Maturity of Consumption of Mobile Applications bucket is being mapped against the KPIs © COPYRIGHT SAP 2011 –This page is subject to the terms, conditions and assumptions contained in the Benchmarking Analysis. Information contained herein 42 is not a guarantee of future results, performance or cost savings.

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