Mobile CollaborationNasscom, August 21, 2012naresh.nagarajan@hcl.comDelivering Connected Customer Experience™
Disruptive Trends                                              Shopkick had 2.2 million users just one year after launchDi...
Centralizing a Front End Transformation Strategy                      Architecture                                        ...
Revenue Leakage                                                                                                           ...
Guiding Case Study: Leading Healthcare Provider in AsiaAccessRx® - Virtualizing last mile to build healthcare advisor reac...
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NASSCOM Cloud & Mobility Summit 2012: Session II: Mobile Collaboration: How new businesses and new-look leaders connect

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NASSCOM Cloud & Mobility Summit 2012: Session II: Mobile Collaboration: How new businesses and new-look leaders connect

  1. 1. Mobile CollaborationNasscom, August 21, 2012naresh.nagarajan@hcl.comDelivering Connected Customer Experience™
  2. 2. Disruptive Trends Shopkick had 2.2 million users just one year after launchDisruptive Trend#1: Rate of Adoption - Groupon has 115 million subscribers globally three years after launchNo precedence to the past, offeringlimited learning In four years, 10.3 million US homes will have connected TVs In five years, socialSearch Research Compare $30 billion Purchase Discover commerce is expected to grow to DecideDisruptive Trend#2: Mobility is Company years, mobile commerce is expected to grow 10 times to $31 billion In sixbusiness pain point driven: tectonic Websiteindustry shifts Devices & Drivers The CIO Facebook has 750 million active accounts seven years after launch Web Apps Challenge Eight Tablets  Empowerment  Security Mobile years after the first Blackberry there were 100 million smartphones in the USDisruptive Trend#3: “Connected  Product SmartPhones Innovation  Counter-Customer” goes Cross-channel; Mobile  Call DropBox Productivity Productivecontinues to becomes critical Center  Skype Collaboration Social  Evernote Customer ServiceDisruptive Trend#4: Consumerization  Facebookof IT – Empowered Employees bring Customer 1 Customer 2 Customer 3 Customer 4 Customer 5Devices & Applications to the Enterprise In varying degrees, but this invasion is across Geo, industries and business functions 2
  3. 3. Centralizing a Front End Transformation Strategy Architecture Hosting Self CSP Thick Thin Platforms Devices Vendor Cloud Technology Development Rich Integrated Peripheral DevicesVendor In-House CSPs (Buy) (Build) Functionality Create Competency Technology Familiarity MPVs User Group Size the Investment Assess and Centralize and Identify Plan Execution Timeline Expand Current Initiatives Incorporate Feedback Unified Plans Key Stakeholders Speed to Deploy Backend Geographies Critical Business Drivers Technology Rationalization Geographies, People, Platforms Cost Optimization Infrastructure Readiness Centralized Extension & Adaptation Mobility Strategy
  4. 4. Revenue Leakage “If an expert is not present in branch, only 30% of the customers will return at a later day” Understand your customer, personalize the right offering and serve by channel of customer’s choice. Customer walks into the branch and access the Wi-Fi. FinEdge™ identifies the Customer and alerts his RM / Branch Greeter. RM accesses the customer profile in FinEdge™ and sees his product holding and understand any cross sell opportunity or any important alert to be conveyed RM meets the Customer and discusses his needs. Customer asks for some advice on new pension products and systematic investment plans. RM searches the best available Advisor (based on past customer feedbacks , RM ratings, opportunity conversion rate) in FinEdge™ and fixes an appointment The bank provides access to experts in multiple formats based on the product offering. Each appointment appears on the Advisor’s phone to maximize productivity and simplify multichannel scheduling The Advisor can see the customer information in FinEdge™ and offerRevenue and Retention the right product customer customer preferences and eligibility. the advisor RM takes the based on into a private area and interacts with by simply pressing a button recorded to support audit & ensure regulatory compliance. Expert interactions are on the phone• “50% in conversion rates with phone expert vs. >80% The opportunity created will be tracked in FinEdge™ for timely sales closure. with video” Remote Expert & FinEdge CRM enables Personalized customer interaction from anywhere anytime through any device and all interactions are tracked in FinEdge™• Cross-sales from 1.4 products with audio to 2.5 products with video
  5. 5. Guiding Case Study: Leading Healthcare Provider in AsiaAccessRx® - Virtualizing last mile to build healthcare advisor reach – Designing for Mobile First• Current process limits face time of HCAs with doctors• AccessRx: enables doctors to connects patients with right Consultants; physicians come back to physician portal for e- detailing• Increased patient footfall by 18%• Monthly utility cloud model opex enabled budget gains 5

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