The rapid proliferation of smartphone, tablets and similar devices have changed how we manage our lives, both personally and professionally. Look around and you’ll see the devices that we’re using for our personal agendas are also widely used to get real-time insight driving business decisions. As the workplace becomes truly digital, employees today need such flexibility to collaborate to a greater degree and demand greater freedom in managing how, when and where they work.
Making the Move on Mobility
The business world is moving faster and becoming more global, mobile and digitized. According to Gartner, there will be 6.4 billion connected devices by the end of 2016—that number will swell to 20.8 billion by 2020. These numbers clearly demonstrate that it’s high time for enterprises to think about mobile audience and mobile as a platform for team collaboration and better customer experience.
By adopting mobile strategies in the workplace, businesses can widen their reach to their potential clients, empower employees to be the very best at what they do, reduce overhead and gain efficiencies in their everyday business processes.
Transforming the Customer’s Service Experience
Have you lost business from an unhappy customer who doesn’t get the right services? Or have you missed new business opportunity because of an untrained employee? In a business-to-business world where the stakes are much higher, the interactions between employees and customers are the most sensitive touchpoint you have. Companies are now expected to pay more attention to caring for customers, and customers put greater emphasis on working with companies that work smarter and faster and are fully informed, engaged and connected.
So, we can see there is a tectonic shift in the way we work. We expect whatever we need to do our jobs should be as easy as a streaming music or video app. There is no question that technology gives us more choices. Yet what most of us want is less complexity and at lower costs.
Here’s a use case where we’ve developed an enterprise mobility solution which facilitated increased productivity, higher employee satisfaction and significant cost savings to the client’s business.
In the pursuit of greater service quality and lower operating costs, one of our clients contacted us to automate their work allocation, increase the performance of their field-based workforce and customer service. As the client was using Excel spreadsheets to manage their workflow, they wanted to modernize their system so that field engineers could not only have access to information anytime, anywhere, but also collaborate closer with customers and cross-functional teams.
We created an Android-based application that allowed their team to manage assigned work and gain real-time access to the exact status of each technicians’ location and customer orders, resulting in more accurate cost tracking and increased profits. The newly automated processes saved considerable time for customers, engineers and back office staff alike. Engineers and managers now use the mobile app to schedule appointments and see any changes in tasks or time, location details, equipment at the location and more. This has opened a new channel for team productivity, profitability and created a more connected and streamlined business.
Today’s workplace is characterized by connections, sharing and collaboration that enables employees to be more agile, highly trained and flexible to perform activities anywhere, anytime—and can ultimately help generate greater enterprise value. So, it’s time to think deeply about new digital workplace mobility.
Senior Vice President and PDES Center Head in Noida for Happiest Minds Technologies. He has 27+ years of extensive experience in Information Technology and a proven track record of successfully establishing and managing labs/ODC. His consistent delivery of valuable insights into data management and customer experience management has significantly contributed to the organization’s success.
