16 Best Practices for Mobile Customer Engagement & Data Collection in the Enterprise

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16 Best Practices for Mobile Customer Engagement & Data Collection in the Enterprise


Is Mobile really that important?

The pace of adoption of new technology is only accelerating - the iPad left the iPhone for dust

outselling 300%



It took 3 years from the iPad’s launch to end the PC’s 20 year

reign



Desktop dominates during office hours and SmartPhone is always present. Tablet takes over

during high value hours 6pm onwards when people take care of personal banking.



Westpac also see this similar customer behaviour - good representation at least of

Australian consumer behaviour.


2 separate use cases for mobile in the enterprise. Productivity can

be achieved by field staff and engagement is key for customers.


Why should I look at this presentation?

Shared service for B2G Transactions

Inspections of 160,000 Properties Annually

NBN Construction

Work Orders & Sub-Station Inspections

Major Construction Project Reporting

2,000 Mobile Insurance Risk & Claim Assessors

4,000 Financial Advisors


OK – this is what you’re going to learn

16BEST PRACTICESFor Mobile Engagement & Data Collection


#1 – Buy VS Build

Build from scratch

Off-The Shelf

Product + Config

One of the first decisions you’ll face.Buy or build?

Extensions to existing products, frameworks from large vendors, development environments etc.


EXHIBIT A: CONSTRUCTION

Time-sheeting & Project Reporting

ERP Integrated Solution$m’sTime & Attendance

$m’sBuild & Maintain$m’siPad Form App$99/user/yrEnterprise Forms $150k

Theiss – large construction, mining, engineering company. Needed mobile

enabled time-sheeting and project reporting solution – cheap apps fell down on

integration, security and offline usage. The other options were $Ms

Solution chosen was Enterprise Forms: they can build own data capture applications –

time sheets, utilisation reports, health/safety reporting etc.


#2 – Cloud vs On-Premise

Private Cloud and Public Cloud are differentPreference may change > Allow it to…

Once you decide buy or build you need to think about Cloud vs on-premise.

Stigma attached to cloud – private Cloud = secure hosting on virtualised infrastructure. Think to the future - flexibility to use either

Cloud or on-premise is advisable.


TEST DRIVETEST DRIVE NEWSLETTERNEWSLETTER ENQUIRYENQUIRY …………………………

TIME TO MARKETSCALABILITY

RELIABILITY (10 Test Drives = 1 Purchase)

EXHIBIT B: AUTOMOTIVE

Jaguar Land Rover had Cloud

dilemma. Changes to forms that

were key source of sales were

taking weeks to make. Product in

cloud = better time to market,

scalability & reliability.


#3 Replicating the Power of Paper

Paper doesn’t crash or need connectivity. It’s familiar, collaborative & the only device

needed is a pen. So keep attachment capability, use e-

signatures, allow occasionally-connected environment, and autosave functionality.


#4 Accessibility

Case Law: Maguire VS SOCOG 1999

Source - www.accessiq.org)

Quite simply – accessibility is a very

important feature in any solution considered.


#5 Don’t change everything at once

HIGHIt can be hard to prioritise higher-value transactions due to cost. It’s important to

understand integration is not always necessary. When all you’ve got is a hammer, everything can look like a nail. You don’t just have hammers… and not everything is a nail.


Claims MgmtSystem

NO INTEGRATION

STRAIGHT THROUGH PROCESSING(Coming Soon)

NO INTEGRATION – STILL BENEFITSClaim lodgement on any device

38% reduction in paper form errors2 to 5 day deduction in processing delays

NO INTEGRATION – STILL BENEFITSClaim lodgement on any device

38% reduction in paper form errors2 to 5 day deduction in processing delays

EXHIBIT C: INSURANCE

Westpac had a paper insurance claim form – phonecall to get it, printer to use it = not good when your home is

under a tree. A replica of the paper form was built in 6 days, it’s processed the same way but customer fills out

online – mobile/tablet/desktop. Data is produced as XML file. Developments now underway for integration to

claims management system.


#6 Maintenance Costs Matter

(Build Cost) + (Frequency of Change x Cost Per Change)=TCO

It’s not just the build costs. Cost of changes multiplied by the frequency of

change gives you your TCO.


#7 Integration

SubmitSubmitPre-FillPre-Fill ValidateValidate

InternetIntranetExtranetMobile App

Implementing a solution with an open

architecture and standards based

interfaces means various integration points can be built in further down the

line.


#8 Leverage Your DevicesLook for solutions with

frameworks that give you access to a wide range of

device features – while you might not need them all on

day 1, as usage becomes more sophisticated you have

the capabilities there.


EXHIBIT D: GOV HOUSING

NSW Housing – Largest Landlord in Australia

164,000 Properties

BYOD - Outsourced Inspections

GPS to confirm location (Property / Café / Pub?)

Local Storage for Property Description File

Camera for Condition Reporting

Wireless Networking for Urgent Repair Notification

They found 2 unforeseen benefits in their mobile inspections solution – data accuracy

improved cost efficiency and improved safety as dangerous issues were resolved quicker


#9 Container Apps

Container App Model: Deploy one app with infrequent

updates which acts as the container and other

functionality deployed as modules from server not app

store


EXHIBIT E: PHARMACEUTICAL

Fortune 200 Pharmaceutical Company

10,000 Pharma Reps

Rapidly Changing Forms

50+ Languages

Immediate Regulatory Response

Security Imperative

An example of the Container App solution. Deploy iPads to mobile global sales force – across 90 countries. Need for data collection forms for product orders,

complaints, reports etc. Singapore Transport did something similar – container app that has sub-apps for buses, trains, traffic updates etc.


#10 Authenticate OR Anonymous

?

Many users types. Important distinction to consider is authenticated vs anonymous.

Field staff = authenticated – unless complex with sub-contractors. Any solution which is

customer facing = anonymous user. Support for both is therefore useful.


#11 User Initiated or Assigned Tasks

Primary focus may be one, the other will undoubtedly be useful


EXHIBIT F: ENERGY UTILITY

Ausgrid large mobile workforce – staff and

contractors. Both groups can complete tasks (incl. unexpected ones) in the

field and collect the related information as

they do so.


#12 Security

ACCESS DATA STORAGECOMMUNICATIONAccess – ensure the

device and applications only accessible to appropriate users.

Data storage – any info stored on device should

be encrypted, plus support ability to

remotely wipe within app or through MDM solution (e.g. Mobile

Iron, Air Watch).Comms – all info sent to and from device should

be encrypted.


#13 Responsive Design

Screen SizeTouch/MouseNavigationContentFunctionalityPerformance

Take care of all these so that no matter what devices Apple, Samsung or Huawei release

you’re prepared with responsive design. If you work with

someone who can take care of this for you then you will be as

covered as you can be.


#14 BYOD and Device Cross-Over

Responsive is also about users initiating an activity on one device (e.g. phone) and completing it on another (e.g. tablet)

altogether. Allowing for this gives better productivity for field workers, and convenience

for both field workers and customers.


EXHIBIT G: HOME LENDERFor example – home lender has a home loan

application which can be initiated on a mobile device, saved and completed on a larger screen


#15 Customisable Design

Online and mobile engagement solutions are an extension of your brand.

For example here we see a web page on the left that is very different to the form

on the right – font, layout, width. And responsiveness – red circle highlights radio buttons that required horizontal

scrolling to use.


#16 Mobile Means Always On

It’s a 24x7 world and even at 3am customers are trying to access your website. Lying awake in bed wondering if a bill was paid, you reach

for your phone.


The Power of Mobile

CUSTOMER ENGAGEMENT

COMPLIANCEPRODUCTIVITY

Mobile – your staff and customers are already using it

so it’s important to stop planning and start doing.


More information…?

www.avoka.com


Keep in Touch

[email protected]

+61 406 531 675

au.linkedin.com/in/derekcorcoran

16 Best Practices for Mobile Customer Engagement & Data Collection in the Enterprise

Technology

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