Enterprise Mobility – Reaching out to customers

Projects

With the introduction of the smartphone over a decade ago, organizations have wrestled with how to appropriately establish mobility as a core technology, whether in response to demands for BYOD, the need for secure data and network access, or to the LOBs clamoring for mobile apps. As the enterprise has become more mobile, a whole industry initially focusing on Mobile Device Management (MDM) and subsequently broadened to encompass Enterprise Mobility Management (EMM) has grown to address these issues.

Security breaches continue to make the news almost daily, and the mobile enterprise continues to evolve with wearables and other IoT devices plugging into enterprise networks, and ever more workloads and data being deployed in the cloud. We can help you confront mobility and overcome significant internal challenges to become textbook examples of how to deploy mobility through effective strategy and use case validation. Our Enterprise Mobility Solutions and Services can help organizations derive the greatest benefit from mobility in the least time.

The client is the provider of supplemental insurance, operating a large and diverse 7500 field force in the US. The client wanted to mobile-enable the entire product line for their field force and wanted to provide self service features for their customers. The field force team members were given a “trip sheet” every morning, which contained information of customers they were required to contact and service. The trip sheets remained “static” as it was impossible to enable dynamic changes in case the customer was unavailable or any other high priority visit had to be scheduled. This led to challenges in terms of agent productivity and customer satisfaction.

Challenge

  • Data was provided manually through an extraction process from their database.
  • Field force didnt have access to real time data and would rely on support team on a daily basis.
  • Customers didnt have access to new product information in real time.
  • Customers didnt have an option to make a payment via mobile devices.
  • New product release process was complex and it took significant time to get the information to customers.
  • Information could not be customized based on customer’s interest.
  • No analytics performed to make important business decision.
  • No machine learning techniques existed to detect fraud.
  • Limited knowledge on management, development and distribution of application across mobile platforms.
  • Limited knowledge on how to secure the mobile data.

Solution

Mobile Application Management
Build an application from a scratch by simplifying the business process. Effortless app distribution and management of in-house devices.

Enterprise Mobile Data Security
Safeguarded data with role based device usage permissions and customizable access to corporate accounts.

Device Data Protection
In case of loss/theft, geographically locate the device and wipe its data to ensure corporate data safety

Cloud Transformation
Built the entire mobile platform on cloud for easy management and deployment of new features.

Content Management
Contents and Documents once distributed to devices get automatic updates when newer versions are available.

Email Management
Ensured that email attachments are viewed only through certain managed apps.

Analytics
Captured huge amount of new data which needed to be analyzed and utilized for decision making. Provided cloud analytics through redefined architecture

Machine Learning
Implemented machine learning to detect fraud and provide customized features and products based on customer mobile experience.

Robotics
Integrated decision making support calls by implementing Robotics processed calls.

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The Results

  • Simplified Business Process – Simplified business process and integrated complex APIs to provide seemless experience to users.
  • Sales Revenue Gain – 14% in 6 mo – Helped gain overall revenue by 14% by introducing mobility platform to sales team in first 6 months.
  • Provided enhanced data security
  • Increased Member mobile self service transactions by 36%
  • Saved $1.3 M in the reduction of consultants spend
  • Increase in data security monitoring and decrease in data threats by 27 %

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