CIO 100_OpenMarket_Mobile Engagement_Presentation
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This document discusses how enterprises can guide their mobile success. It covers technology trends fueling mobile like BYOD and cloud computing. Mobile engagement is significant for customer and employee interactions through apps, messaging, surveys and alerts. The presentation provides guidance on developing a mobile strategy including identifying objectives and channels. It also highlights potential issues like data fragmentation. A case study details how a retailer used text-initiated diagnostics to improve the customer service experience. [/SUMMARY]
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CIO 100_OpenMarket_Mobile Engagement_Presentation
- 1. Guiding Your Enterprise to Mobile Success Steve French, Global VP, Product Management August 19, 2014
- 2. Agenda About OpenMarket Technology Trends Fueling Mobile The Significance of Mobile Engagement Guidance: Mobile Strategy & Reality Case Study Summary Q&A Proprietary & Confidential to OpenMarket2
- 3. About OpenMarket Proprietary & Confidential to OpenMarket3
- 4. About OpenMarket 4 Supporting 4 of the Top 10 most respected global brands1 40% of mobile messaging vendors rely on OpenMarket2 Over 1 billion mobile messaging interactions each month Offices in Seattle, Detroit, London, Sydney & Pune, India A division of Amdocs (NASDAQ: DOX) Smart, interactive connectivity to over 200 countries 1 Harris Interactive 2013 2 Forrester Mobile Messaging Vendor Overview Report 2013 For more than 15 years, OpenMarket has been a leading provider of mobile solutions for enterprises to engage with their customers and employees Proprietary & Confidential to OpenMarket
- 5. Technology Trends Fueling Mobile 5 Proprietary & Confidential to OpenMarket
- 6. Proprietary & Confidential to OpenMarket6 Technology Trends MOBILE DEVICESENTERPRISE CONSUMERIZATION With more than a billion smartphones in use, mobile is driving a second Internet revolution that may prove more profound than the first one. 84% of CIOs are focusing on mobility solutions to support better customer engagement Personal cloud, mobile, social, BYOD, etc. CLOUD 67% of CIOs are actively looking into how cloud technologies can better serve their customers
- 7. Proprietary & Confidential to OpenMarket7 The Mobile Explosion of businesses are prioritizing mobile as a way to be more responsive to customers BUSINESSES NEED TO REACH THEM 84%3+ Billion A CONNECTED WORLD mobile subscribers and 6B devices globally TEXT MESSAGING SMS is the most frequently used aspect of the mobile phone. 90% of SMS messages are opened within 3 minutes #1 90% of the US population has at least one mobile phone CONSUMERS ARE MOBILE TODAY MOBILE APPS 61% of mobile phones are smartphones and users spend on average over 2 hours a day on mobile apps 61% INVESTING IN MOBILE 90% of companies are looking to sustain or increase investments in mobile over the next year
- 8. Mobile Engagement 8 Proprietary & Confidential to OpenMarket
- 9. The Significance of Mobile Engagement Use the mobile channel to transform your business by engaging with your customers and employees to enhance relationships, optimize business operations and create a competitive advantage Proprietary & Confidential to OpenMarket9 Customer Engagement Feedback & Surveys Emergency Alerts Employee Engagement Wellness Updates Corp. Communications Appointment Management Offers & Promotions Shipping Notifications Service Scheduling & Alerts
- 10. Mobile Apps Proprietary & Confidential to OpenMarket10 Request a Car Flight Check-in Rewards Program Mobile Banking
- 11. Mobile Messaging Proprietary & Confidential to OpenMarket11 Customer Survey Order Alert Promotional Travel Update
- 12. Apps vs Messaging Proprietary & Confidential to OpenMarket12 Mobile Apps Mobile Messaging Device Support User Acquisition & Adoption Customer Type Frequency of Use Features/Capabilities Regulated Information Time to Market Smartphones & Tablets Discovery, download, learn High value/power users Generally low Access to device capabilities (e.g. camera, phone, GPS) Potentially 3 to 6+ months All mobile phones Native support, #1 most frequently used feature All mobile phone users High SMS, MMS, clickable URLs, click-to-call Depends on use case 1 to 8 weeks
- 13. Guidance 13 Proprietary & Confidential to OpenMarket
- 14. Develop Your Mobile Strategy IDENTIFY BUSINESS OBJECTIVES Proprietary & Confidential to OpenMarket14 EVALUATE MOBILE CHANNELS FIND YOUR MOBILE MOMENTS SOLUTIONS, APIs OR IN-HOUSE DEVELOPMENT VENDOR SELECTION POINT SOLUTIONS, PLATFORM, EXPERIENCE, STABILITY
- 15. 15 Proprietary & Confidential to OpenMarket Reality Whats Really Happening Potential Issues LOB managers independently implementing solutions (rogue IT purchasing) Single use case focus Building in-house not made here Mobile application bias Vendor management Data fragmentation Less visibility/oversight for IT Potential inability to support new use cases or customization Limited extensibility to scale across organization Distraction from core business Increased cost/time to develop new non-core technologies Huge burden on already over taxed IT Limited reach smart phones only Discovery, download, & learning challenges High support requirements (multiple OS support) Incongruent with end user needs/wants
- 16. Mobile Engagement Case Study 16 Proprietary & Confidential to OpenMarket
- 17. Company Profile & Initial Needs Company Profile Global Retailer of mobile phones, computers and tablets Objectives Improve customer experience Lower support costs Mobile Opportunity Improve customer touch point w/ technical support to more effectively diagnose mobile phones issues Proprietary & Confidential to OpenMarket17
- 18. Channel, Solution & Benefits Channel Requirements Global reach Customer familiarity Solution: Text Initiated Diagnostics Via SMS, technical support advisors could send customers a link that when accessed would perform diagnostics on the customers mobile phone Benefits Improved customer experience Streamlined communications via channel customers are familiar with Quicker resolution of mobile phone issues Reduction in customer support calls 18 Proprietary & Confidential to OpenMarket
- 19. Additional Use Cases Deployed Operations & Logistics Order/Shipment updates sent via SMS IT & Security Multiple SMS-based 2 Factor Authentication services to enhance security and prevent fraud Customer Service SMS confirmation of new service and product protection plans SMS reminders and confirmation for in-store appointments Proprietary & Confidential to OpenMarket19
- 20. Summary 20 Proprietary & Confidential to OpenMarket
- 21. Summary The technology environment for businesses is rapidly changing and fueling the growth of mobile engagement Mobile engagement has the power to transform your business IT, more than ever, needs to partner with other business leaders to drive the mobile strategy across the entire organization Proprietary & Confidential to OpenMarket21
- 22. Q&A Proprietary & Confidential to OpenMarket22 Steve French, Global VP of Product Management Steve.French@OpenMarket.com Text CIO to 10991 to receive a free copy of our white paper on Mobile Engagement.