Avanade Work Redesigned (fra IT-Trender, mai 2013)

© Copyright 2013 Avanade Inc. All Rights Reserved.

The Avanade name and logo are registered trademarks in the US and other countries.

Espen Sletteng-Fagerli, CTO Avanade Norway

[email protected]

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Work Redesigned


Work Redesigned

Work Redesigned is a vision for enterprises to get work done in new ways, and change business processes to improve agility, respond faster to market changes and delight customers.

© Copyright 2013 Avanade Inc. All Rights Reserved. 3

Work is changing


• New set of expectations

• Evolving approaches to work

• New opportunities

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What we’re seeing


Work RedesignedWhat the modern enterprise looks like

COLLABORATIVE

AND MOBILE

ENGAGING

EXPERIENCES

FLEXIBLE

PROCESSES

CUSTOMER

CENTRIC


Enterprises are collaborative, mobile

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• Virtual and interactive

• Accessible from anywhere

• Easily searched, consumed, shared

Faster, fluid, more productive exchanges and results.


US pharmacy wants to transform traditional

paper-based, manual prescription hospital services

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Business situation

• One of largest U.S. drugstore chains

• Increasing frequency of bedside patient consults driving costs upwards

• Desire to increase customer loyalty and cross-sell home prescription delivery and home care

• Security is critical given exposure to health care records


Sarah, an Rx Technician, fills

patient prescriptions at their

bedside, and helps patients

get answers to their drug

questions.

Beth, a pharmacist, helps

patients understand their

medications via live video.

US pharmacy improves the service experience with collaborative mobile bedside prescription delivery

John, a patient, leaves

the hospital with all the

prescriptions and information

he needs for care at home.

Mary, an executive,

can increase customer

loyalty, and cross sell while

reducing costs through more

efficient use of resources.

How does it work? Avanade is delivering…

• Windows 8 app for capturing prescription and patient information

• Lync video conferencing enables bedside pharmacist consult

• Simple, intuitive interface that’s easy to use.


Supported by flexible business processes

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• Adaptableand digitized

• Automated and self-served

• Personalized and continuous

Accelerate the pace of work and build a foundation for growth.


Spanish bank replaces paper workflows with mobile-

enabled, flexible processes to advance its vision

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Business situation

• One of the largest banks in Spain

• Wanted to advance a vision to become the bank of the future

• Sees technology as integral to innovating its business


Employees collaborating on loan

approvals can review transactions,

comment and document decisions

in-person, in-real time, speeding

up the approval process.

Spanish bank replaces paper workflows with mobile-enabled, flexible processes to advance its vision

Daniela, a branch financial advisor,

can have more productive

conversations with customers.

Ricardo, an executive, can advance

bank goal of green IT through digitized

workflows, while enabling greater

transparency and collaboration.


• Windows 8 tablets for branch financial advisors to use for sales conversations

• Embedded tablets in bank meeting rooms to support greater collaboration, digitization of paper workflows

• Back end systems integration, enabling headquarter employees to do work on touch-screen Windows 8 tablets


Avanade is building a Dynamics AX Point of Sale application that connects with Windows Phone and a card reader. Cross platform prototypes of iOS and Android. The mobile devices also enable Delta to push real-time communications to flight staff.

Airline needed to modernize and enable 21,000 flight attendants globally to manage, sell and track on-board sales to customers.

The solution provides flight attendants with a feature-rich device that better enables them to perform their jobs, enables delta to reduce credit card loss, and allows customers to purchase a larger variety of services while in flight.

Instantly verifiable transactions, more sales

Flexible, mobile app

Enabling real-time in-flight POS solution

Global airline redesigned in-flight

business processes

In-flight POS and mobile collaboration: Redesigned in-flight business processes for a personalized customer experience while equipping crew with real-time access to airline data and communications.


They offer engaging experiences

• Multiple ways to engage

• Useful, usable and beautiful experiences

• Personalized content

Tailored interactions to improve satisfaction, productivity.


Large food retailer seeks to improve online shopping experience ahead of planned expansion

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Business situation

• Wants to improve process for fulfilling online orders from customers

• Current process is time consuming and has a high error rate, frustrating customers

• Saw an opportunity to speed up order fulfillment while also minimizing errors, leading to increased customer satisfaction.

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Mobile-enabled order fulfillment helps large food retailer improve service quality and lower costs

Emily, an executive, can ensure

customers are completely happy, while

minimizing costs from incorrect orders,

and more efficient use of resources.

Simon, an online fulfillment worker,

can fill customer orders faster and more

accurately, easily locating and matching

the right products for the right order.


• Embedded Windows 8 slate within each fulfillment shopping cart

• App that offers detailed product information, location, visual, and more, plus and visuals to quickly match items to specific orders

Janet, an online customer, gets her

order delivered exactly right, on time.

She is happy with the services and

willing to shop online again.


And are customer centric

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• Continuous monitoring of customer trends

• Adapt to stay in-tune with customer values, needs

• Open dialogue channels

Align products and services to customer value


• Start small

• Involve cross-section of your people

• Enable quick wins, and build from there

How to begin the journey to Work Redesigned

• Storyboard ideas

• Test with proof-of-concepts, short pilots

• Refine and expand

Proof-of-concept with 1 store, 1 user group, or 1 plane

https://workspace.avanade.com/sites/Brand/Updated Brand Image Library/Industry/AirFreightandLeisureTravel.jpg


Work Redesigned


Mobile customers create the exact vehicle and options they want with a rich virtual interior and exterior experience, customizing their desired model with features like paint, wheels and trim.

Bring a high touch showroom experience to the mobile consumer. Enable mobile customers to access an application to customize vehicles from anywhere and on any device.

Allows dealership sales force to increase its up-sell opportunities, provide premier customer service and improve deal closure rates in a complex sales cycle.

Increased sales opportunities

Personalized, high-touch engagement

Enhancing the customer experience

Mobile automotive configurator: Designed a better way to engage customers off the showroom floor with a mobile, smart car configuration tool.

Automobile manufacturer configurator


Processes of focus

Sales and field force enablement.

Order fulfillment and distribution.

Distributed teaming.Process automation and compliance

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Avanade Work Redesigned (fra IT-Trender, mai 2013)

Business

Transcript of Avanade Work Redesigned (fra IT-Trender, mai 2013)