This is an excerpt from our e-guide, GET SET & GET SMART – 5 powerful tools you need for business, produced in partnership with IBM
We are a society on the go. Everything we want is now at our fingertips, at the tap of a smartphone. Hungry? Yelp will help you pick a place to eat. Lost? Google maps can get you there. Lonely at your table for one? Just swipe right on Tinder.
Mobile networks are radically changing the way we interact with the world but, just as with the Internet before them, many businesses are profoundly underestimating the full and lasting impact of this still nascent revolution. It’s no longer enough for businesses to be mobile-ready, they need to be mobile first.
Internally, too, Mobile is creating new business processes that put the power at the fingertips of the employee. It is about more than just communication and is fast becoming a tool to help employees make better business related decisions.
IBM MobileFirst can help you accelerate mobile adoption and connect your business to mobile users. The platform enables efficient building and deployment of mobile apps that run smoothly on a wide variety of devices, for better client engagement and wider market reach. Users can also unlock back-office capabilities to create a better front-office engagement.
Like all Cloud services, it’s on demand, giving you the flexibility to test new ideas without the pressure of investing in expensive new in-house systems.
These new systems of engagement mean that it’s now possible for us to connect with customers in context to create deeper engagement. With fresh data insights from IBM, you’ll have a better understanding of who your customers are and what they want from your business’ mobile offering. This will allow you to discover new opportunities and deliver contextually relevant experiences based on new insights from analytics.
Better internal communications
It’s not just about connecting businesses to customers. Mobile technology allows employees to work anytime and anywhere, improving internal communications to create a more efficient network within your organisation.
Say you have an urgent query from a client that you can’t answer. Imagine if, with a tap of your mobile, you could identify and contact the correct colleague for answers. Not only that but, if they’re not available when you need them, IBM Connections can quickly find their content – from presentations and blog posts to status updates – to help you to access the information you need.
UK RAIL FRANCHISE: USING MOBILE TO IMPROVE SERVICE
To stay ahead of competition and help anticipate travellers’ needs, one UK rail franchise is using the latest mobile technology to provide real-time travel planning.
With increased use of mobile devices, customers now expect accurate, real-time information and updates on the move. To satisfy customer expectations, IBM and the company devised customer experience innovations built on the IBM Cloud by IBM Interactive Experience.
These innovations include:
- A new style of real-time mobile app for customers to easily plan their trip door to door by postcode. Customers can track specific trains, be notified of disruptions, and even check if there is a coffee shop at the station.
- Up-to-date information made available to on-platform staff equipped with mobile devices, to provide real time information to customers on train schedules.
- An ‘automatic delay repay’ application, that will calculate delays up to the minute and automatically repay compensation owed to smart card holders each month.
- Dashboards that enable staff to drill down into key performance indicator data including travel revenue, cancellations and delays, complaints, employee data, and safety data – to derive valuable insights and situational awareness, often in real time.
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This e-guide has been produced in partnership with IBM