Seventy three percent of the world’s population uses mobile phones, more than 5.2 billion people around the globe. The majority of millennials say that their smartphone never leaves their side, 24×7. This is just the tip of a mobility movement that promises to intensify in the future.
How is this consumer behavior impacting enterprise mobility?
Range of Mobility Responses
For some enterprises, mobility means issuing cell phones to employees and ensuring the devices are managed and secured. Other enterprises load iPads and iPhones for their sales force with productivity solutions like travel planning and expense reporting. Enterprises like car rental companies and 3rd party logistics companies, have been giving their field operations specialized mobile capabilities for decades.
Mobility has been embraced by the public sector as well, from social case workers to first responders to law enforcement officers, mobile solutions are decreasing response time and even saving lives.
“With only a few taps on a smartphone screen magical things happen – laws, services, records and processes turn into something very simple and user friendly.” – City of Barcelona
Entire business models are being disrupted by mobile. When mobile devices are integrated with critical business processes, and especially with information flows focused on the customer, mobility raises to whole new level of importance for the enterprise.
Think of Uber the taxi alternative that couldn’t have existed without the upsurge in mobile. The Insurance industry will never be the same, with turnarounds for P&E claim settlement dropping dramatically with the integration of mobile. New payment approaches like Square have been spawned by mobile. And there are a whole new set of retail buying behaviors because of mobile.
Superior Customer Experience
The mobile experience has of course much to do with responsive web design and omni-channel enterprise enablers, but it is also being driven by the proliferation of awesome mobile apps. These apps serve up both consumer and enterprise mobility solutions.
A study published by Compuware found that the majority of mobile users prefer apps over web sites; however, only 28 percent said apps offer a better user experience than sites. De veloping an effective enterprise app strategy is no longer a luxury for the mobile enterprise.
I had an interesting first hand experience just this week. I am an OpenText Core user and had originally signed up and begun using it through my desktop. Perhaps I’m not totally objective, but it has a great customer experience, easy to use and great collaboration features in the cloud. Earlier this week I received a Core email notification about a document I had been collaborating on and I was mobile at the time. I clicked through the link on my iPhone and was asked if I wanted to download the Core app. I did and it was quick and easy – I was viewing the document almost instantly on my mobile and able to respond to keep the flow going.
All About that App?
The inflection point for becoming a mobile enterprise, as with any technology disruption,
is different for different industries. What is clear at this point is that enterprises need to be mobility enablers. For now, a mix of responsive design solutions and apps seems like a good balanced approach.
There will be more on the latest mobility trends and solutions at Enterprise World 2015. Hope to see you there!
Author’s Note: Lest we forget… the world of mobile is not just phones and tablets, specialty devices especially wearables are also becoming an integral part of our enterprise ecosystems. Check out this post on the possible future for the iWatch and the supply chain.
Image Source: Shutterstock_173233781