Slide 1

The Connected Business

Kate DoodsonCosmic@cosmickatedSerco InternalWhat is superfast business?

Superfast Business is a European Funded programme of fully funded business support for SMEs

Delivered by Peninsula Enterprise, working with the Local Authorities & Connecting Devon & Somerset broadband rollout project

Serco InternalSuperfast businessEuropean funded to give support to businessesThroughout the roll out

2Business advice and specialist support to help growth businesses maximise the opportunities of Superfast Broadband and associated technologies.Benefits for businesses can include:Competitive advantage through take-up and exploitation of SFBBIncreased productivityImprove access to new markets and business opportunitiesIncrease competitive advantage for businesses in rural locationsMore flexible and environmentally friendly working practicesIncreased opportunity for innovationEfficiency and timesaving

Eligibility criteria apply to businesses accessing the serviceSuperfast Business SupportSerco InternalHow can we ensure business is making the most of super fast.What value can it bringHow can rural businesses keep up

This is what Superfast Business can offer

Contact Maddi or Chloe for more info

3

Serco InternalVideo4

Support Available 12 hours of supportSerco Internal5Register on our website (which incorporates the Knowledge Hub). www.superfastbusiness.co.uk to unlock access to a range of resources and materialsCheck your eligibilityLet us know what areas of ICT and technology you might be interested in

Talk to our Client Relationship Co-ordinator to check your eligibility and arrange an appointment with one of our dedicated Business Advisers

Next StepsDeveloping an ICT strategyDeveloping your ICT network/ infrastructureEngaging new and existing customersCollaboration Client Relationship Management Systems Flexible working Moving your business to the CloudBusiness Continuity Serco InternalRegisterCheck AvailabilityThese are some of the things in the programme if there is anything else you want put it on feedback form6http://www.youtube.com/watch?v=G7KZR9NwKQQ

Serco Internalwww.superfastbusiness.co.uktwitter @superfastbizFacebook www.facebook.com/superfastbiz join our LinkedIn group 'Superfast Business SW'info@superfastbusiness.co.uk 0845 603 8593

Stay up to dateSerco Internal8

The Connected Business

Serco Internal9

Serco InternalSource Boston Consulting report Oct 2012 UK number one trade online V GDP is the best

Internet Economy Accounts 12.4% of GDP

Reasons

Rural nature of customerssouth west is the capital of trading on ebayused to mailorder catalogue buying distance buying

Source Boston Consulting report Oct 2012 https://publicaffairs.linx.net/news/wp-content/uploads/2012/03/bcg_4trillion_opportunity.pdf

Source Boston Consulting report Oct 2012 https://publicaffairs.linx.net/news/wp-content/uploads/2012/03/bcg_4trillion_opportunity.pdf10

Serco InternalBy 2016 IT WILL DOUBLE

B-C

By 2016 the G20 internet retail will reach $4.2 trillion in the G-20 economies

11Business is Changing

UK ?Serco InternalWho is using internet well and who isntLooking at the last 3 years of growthPeople who have adopted it well have grown In the UK its 12% for high web and 4% for low web

Source Boston Consulting The $4.2 Trillion Opportunity March 2012The Internet Economy in the G-20Take this for technology too https://publicaffairs.linx.net/news/wp-content/uploads/2012/03/bcg_4trillion_opportunity.pdf

Figures for high-web and low-web show very clearly the correlation between good use of digital talent and business successIn the UK its 12% for high web and 4% for low web

Source Boston Consulting The $4.2 Trillion Opportunity March 2012The Internet Economy in the G-20Take this for technology too https://publicaffairs.linx.net/news/wp-content/uploads/2012/03/bcg_4trillion_opportunity.pdf

Figures for high-web and low-web show very clearly the correlation between good use of digital talent and business successIn the UK its 12% for high web and 4% for low web

Source Boston Consulting The $4.2 Trillion Opportunity March 2012The Internet Economy in the G-20Take this for technology too https://publicaffairs.linx.net/news/wp-content/uploads/2012/03/bcg_4trillion_opportunity.pdf

Figures for high-web and low-web show very clearly the correlation between good use of digital talent and business success12Business with no change?

2012Physical CDs - millionDownloads 183m Serco Internal13Businesses that have adapted

6% of UK Sales 2.6 billion33% of UK Sales 2 billion digital 17% - book revenues online Financial Times subscriptions : 316k digital vs 286k printSerco InternalTesco 6% of UK Sales (2.8 bn)

Pearson 33% - 2 bn digital (Penguin books 17% - book revenues online and Financial Times subscriptions : 316k digital versus 286k print)

14So whats changed in business?Serco Internal

AdvertisingTVMail shotsPRRadioPrintOld world customer marketingSerco InternalOld daysYou were in control easier to measureCutting out newspaper stories etc

16

PRSearchTVMobileSocial mediaRadioPrintaffiliateWebinarsPPCEmailRapidFragmentedTwo wayWebsiteNew world marketingSerco InternalNow called splinternet

Bonus is that its Measureable

FragmentedrapidAnd it is Two way

17What else has changed?Customers

Have higher expectations

Mobilisation real time commentary

They talk to each other social media

Serco InternalCustomers have changed

They have higher expectationsSo are demanding

18The world has changedInstantaneous response

Accessibility

Transparency

Accountability

Higher Expectations

Serco Internal19People changeGen XGen YGen Z

Baby Boomers Millennials Digital NativesSerco InternalThe children from the digital age and baby boom are not decision makers20Staff have changed

Serco InternalA recent survey showed that above pay

Staff now want to be engaged.21

What is a connected business?Serco Internal22A business that makes the most of technology to realise full business potentialA business that connects discreet parts of the business that may not have connected beforeCollates and interprets collated business data for customer intelligence and insightsWhat is the connected business?Serco InternalUses data that is collects

Makes the most of available technology

Connects all parts of the business

23Business benefits of becoming a connected business?Saves time staff time, management timeSaves resources avoids duplication/triplication of dataProvides a consistent customer journey experienceIncreases staff motivationCreates data for intelligenceImproves communication internallyAllows true mobilisation of the office and workforceProvides resilience against business continuity and disruption

Serco InternalOur 7 tips to becoming a connected businessConnect with your customers where they areKnow your customers betterCreate your website hubStop, collaborate and project manage

Create a self-serving teamMobilise your communicationsBenchmark against the best

Serco Internal

External customer systemsSerco InternalThis is all about your customers, new, existing, engaged not engaged.26Connect with your customers where they are

1. Mobile marketingSerco InternalWe can connect with our csutomers in lots of ways

but the current most important way is through mobile technology..27Connect where your customers areMost of the business and consumer population in the UK now use smartphones,

80% of population using the internet (UK)34m using Facebook 10m using Twitter 90% on mobile devices

Social media , Search, Advertising, Reputation, New mediaSerco InternalIts now more important then ever to connect with your customers

John Lewis

Mobile now accounts for over 40% per cent of traffic tojohnlewis.com

and traffic is up over 115% year on year

78% of fashion sales are on mobile

28

Serco InternalCheck-inEncourage Vouchers..

FacebookCheck-in to your businessAppears in friends feedsAnd advertise alongside check-inDiscounts and deals

FoursquareCheck-inVouchers and deals

Serco Internal30

Engaging customers through Augmented Reality:

LOccitane, beauty manufacturer have embraced Augmented reality, using it within their printed brochures and in store for additional experiences and instant purchase

Serco Internal

www.aurasma.comwww.blippar.com Create your ownand tap-to-buy

Serco InternalAurasma is a radical piece of technology that represents the future of how we use our mobile devices by bringing the physical and virtual worlds together for the first time.Available on smart devices, Aurasma was created out of technology that is capable of recognizing images, symbols and objects in the real world and understanding them. It can then deliver digital content in real time, including videos, animations, audio or webpages32..With video content

Video for sales and marketing

Product descriptions, visualisationsExpert analysis, talksCase studies, testimonials

Becoming significant in Search Results

Pre sales researchPost sales - support

Connect where your customers are - with video content

Serco InternalCreating video content for customer retention:

Sony Xperia have created a YouTube channel of all their support and advice guides.

Serco Internalhttp://www.youtube.com/watch?v=Ld7x1gz4Hzk

34Be more consistent with your customers

2. Customer Relationship ManagementSerco Internalhttp://www.youtube.com/watch?v=TXWn_4lumkw Serco InternalSalesforce36A CRM can connect every area of business that touches the customer MarketingSalesAfter sales support

And areas which the customer may not seeFinance Accounting integration

CRM moves the company from a product centric focus to a customer driven focus.Why use a CRM?Serco Internal

What can a CRM system do?

Collate customer informationEnquiries received Telephone calls made/received Meeting notesBusiness cards receivedLeads GeneratedLetters/Emails sent & ReceivedAttendees to SeminarsWebsite hitsProject plans

Serco InternalInputs38Inputs from many sources

Twitter

Serco InternalInputs39Outputs

Customer DataAnalyticsProject Management Reporting

Serco InternalOutputs40Customer relationship management systems

Serco InternalSugar around 35 a month Capsule 8 per month per user or free for 2 users41

Map your CRM to your customer journeySerco InternalCreate customer journey

This is what they allow you to do42Create a website hub

3. Websites & apps?Serco InternalWeb at the heart

Serco InternalIts time to start thinking about website as more than a brochure, it is where we can connect with many of our services 44Your website, your castle - Your website communicates volumes about your brand, your values and the way you do business

Save time and resources Integrating with back office functionsCreate self serving clients

Your website is the place Control your contentControl your reputation and show off your expertise

Business benefits of a connected websiteSerco InternalSuperfast business website is linked with sales force45Brilliant website?Style and toneEngaging, engrossing, reflects customerCreates environment for desire to buyIs content drivenFunctionalityMixed payment methods debit, credit, PayPalSelf serving for customers anytime support, automated Integrationtransactional, self serving website that integrates with key back office functionsIntegrates with finance, CRM, e-news,

Website centralised customer experience platformSerco Internal3 key components46Get the basics right - Organic is still the number 1 driver of traffic to websites in 2012

And Google mobile searches are up 400% in last 12 months

Serco Internalhttp://www.optify.net/business-to-business-marketing/2012-b2b-marketing-trends47

Responsive designDoes your website work across platforms?

Is it mobile responsive?Is it tablet responsive?

23% of web traffic to JL and 25% to LA sites23% visits to JL website are now mobileSerco InternalJohn Lewis

Mobile now accounts for over 40% per cent of traffic tojohnlewis.com

and Mobile traffic is up over 115% year on year

78% of fashion sales are on mobile

48

Internal business systemsSerco Internal2nd part49Stop, collaborate and project manage

4. Project management & Collaboration systemsSerco InternalSignificantly improve communication between staffReduce time avoids double handing of dataProvides reporting project time vs allocated timeIncrease customer and staff interaction and consistency

Business benefits of project management toolsSerco InternalAllows you to share plans with customers51Project managementProject management toolsMaximise resource management with TaskboardsDocument storageAutomated timesheet creationAutomated expenses generationVirtual meetingsOnline/offline collaboration

Serco Internal

Serco InternalPodio53Create a self-serving team

5. Admin management systemsSerco InternalSelf service systems HR/E-learningUtilises technology to managePersonnel filesLeave requestsAutomates time recordingSelf service with manager routingIncludes performance management Utilises online learning, encourages personal development onlineUses online recruitment Has reporting modules

Serco Internalhttps://www.youtube.com/watch?v=noPIPZ1Z050Serco InternalBreathe HR56Connect and mobilise your staff

6. Cloud systemsSerco InternalImproved agility scalable, flexible, future proofBetter resilience managed backup, firewalls, Real time monitoringOperational efficiencies Capex Opex, pay for what you use, reduce investment in hardwareSustainability reduce energy consumption, over provisioningBusiness benefits to cloudSerco InternalIts flexible

http://www.claranet.co.uk/sites/claranet.co.uk/files/Claranet_WP_Business%20case%20for%20cloud%20computing.pdf58

What is cloud?Access applications and data on the internet rather than on your owned equipment

Natural evolution of technologies & approachesvirtualisation, automation, integration, and utility computing

The revolution is around how IT resources are managed and deliveredSerco InternalWhat is the cloud

Software as a Service (SaaS): Salesforce, CRMsPlatform as a Service (PaaS): Arguabley Google or microsoftInfrastructure as a Service (IaaS): Data storage/Servers

59

Serco InternalStaff are already using cloudConsumers56% of internet users use webmail services34% store personal photos online29% use online applications (Google Docs, Photoshop express)7% Store personal videos online5% pay to store computer files online5% back up hard drive to online site

Serco InternalDO you already use the cloud???

You probably do61

You can replaceSoftwareFile storageEmail servers and exchangePlatforms

.With cloud technologiesSerco InternalSaves Capital spend

62Cloud systemsProvide staff with anytime anywhere access toFilesSoftwareEmailsPlatforms (Cloud)Secure backupsBusiness continuity management plan

Serco Internal

Serco Internalhttp://www.cloudallianceforgoogleapps.com/product-categories/64

http://www.xero.com/uk/add-ons/

Pick and mix approach..podioSerco InternalThis is a case study of a client near Launceston that have created their own cloud cluster software as a service65

Starts at 6.50Serco InternalPlan P (professional) < 25 users 4.00 pm per user(Exchange, Sharepoint, Lync and web apps)

Plan E (Enterprise)> 25 users 6.50 and 15.75(Enhanced collaboration, messaging tools, voicemail and archiving and Office Pro 2010)

Plan K (Kiosk) > 25 users - (web interface only) 2.60

*note plan E includes Active Directory Sync to sync/manage user groups, Plan P does not.http://office.microsoft.com/en-GB/products/?WT.mc_id=PS_Google_O365Shared-brand_office%20365_text&WT.srch=1

665 things to consider - CloudDisregard any supplier that offers 100% uptime read the contract, what does uptime coverSelect a supplier that can deliver high service levels dedicated support team, round the clock monitoring, Dont under estimate the importance of network infrastructure security public or private IP Network?Be clear on how flexible and scalable your solution is what is their partner network like?Check out their data security credentials is the service compliant with UK data protection law

Serco InternalThink about get out clouse

Exit plan67Benchmarks against the best

7. Benchmarking and measuring tools

Serco InternalBenchmark in Social Media

Serco InternalUnderstanding analyticsWho are your visitorsHow do they get to your siteWhat do they do once they are there

Serco InternalWho uses Google analytics70

Serco InternalSee how effective social media is

What is their journey71

Serco Internal72Predictive AnalyticsWant to predict who your customers will be? Predictive analytics can help do that

Tesco can predict the exact day customers will return and the amount they will send within 10 for around 20% of their customersissues100m personalised coupons at checkout. PA has increased redemption rates x 4 times.Mobile phone company have successfully predicted mobile subscribers that are 10x more likely than average to cancelHP PA models generate flight risk score for all employees. Estimates $300m savings

Serco InternalSource: Eric Siegel Predictive Analytics 201373LA Police Review 13 million past crimes to predict current behaviour

Serco Internal A connected business measures success and predicts future trends

Descriptive (what happened)Diagnostic (why did it happen)Predictive (What will happen)Prescriptive (How can I make it happen)

Serco InternalFeatures of a connected businessExternal systems

Customer relationship managementDigital reputationE-marketingWebsite e-commerceKnowledge baseCustomer intelligenceInternal systems

Project managementHR systemsStaff productivityInternal communicationFinanceSector specific processes

Business eco-system

CollaborationBenchmarkingInnovationCompetitionPeer supportRecruitmentSector leadershipSerco InternalQuestions and discussion

@cosmickatedkate@cosmic.org.ukSerco InternalRegister on our website (which incorporates the Knowledge Hub). www.superfastbusiness.co.uk to unlock access to a range of resources and materialsCheck your eligibilityLet us know what areas of ICT and technology you might be interested in

Talk to our Client Relationship Co-ordinator to check your eligibility and arrange an appointment with one of our dedicated Business Advisers

Next StepsDeveloping an ICT strategyDeveloping your ICT network/ infrastructureEngaging new and existing customersCollaboration Client Relationship Management Systems Flexible working Moving your business to the CloudBusiness Continuity Serco Internal78

Serco Internal