Mobility & Digital Transformation

Puneet Jetli, CEO, Digital Transformation & Enterprise Solution(DT&ES)Business, Happiest Minds TechnologiesHappiest Minds is a next generation digital transformation, infrastructure,security and product engineering services company with 1450+ people, 16 locations and serving over 100 customers.

Responding to competitive pressures and leveraging emerging opportunities today mandates prompt uptake of digital transformation at the enterprise level. With the digital imperative changing the rules of the game, digital transformation is no more just a technology initiative but a part of the business strategy. And powering this change is mobility, the latest transformative in the environment, and the newest medium of collaboration. For enterprises, mobility envisages markets without borders, greater operational efficiency, revolutionary changes in business models, tremendous opportunity for personalization, and unprecedented levels of customer intimacy. Let us examine how Mobility impacts enterprise digital transformation across three broad aspects:

1) Delivering Superior Customer Experience:
Customer expectations drive all enterprise actions and a key demand from customers is personalized offerings. Enterprises can harness the key digital forces-access to Cloud, Big Data, Internet of Things, and social media, to deliver bespoke products and services via mobile devices, to their
customers. Moreover, mobility, as an integral part of digital transformation, can transform all aspects of customer experience from sales promotion to customer service, through sales transactions, and delivery. For example - a business can offer updates on events and product pre launches during the promotion stage directly to the customers through mobile media and follow it up with an m-Commerce site with virtual store assistants and shopping list builder apps. Site navigation apps during the sale process, tracking and alerts for after order placement, mobile payment support, and post-sale support through dealer locator and feedback forms, can ensure an experience that raises the bar in customer delight.

2)Enhancing Operational Efficiency: On the operational plane, mobile technology results in greater worker enablement; this translates into more power to on-field sales force/employees. An on-field sales person can work remotely with assured real time access to pricelists and even interactive demos, enhancing his efforts. With real time access to internal systems, sales staff can retrieve past orders, delivery status and inventory details contributing to heightened responsiveness and effectiveness of sales force. Within the organization, mobile apps for leave records, time management, travel & expense management are increasingly being deployed to provide convenience & operational efficiency. Additionally, mobile access to dashboards, reports and organizational data facilitates business agility in decision making.

3)Business Model Transformation: Going digital can change the way enterprises do business by effectively redefining business models. Mobility led digital transformation not only expands markets but also ushers innovation and new ways of doing business. For example-Insurer Progressive Corporation has an app to track driving habits and uses this data to offer good drivers better rates on their insurance policies, in the process, transforming business with a new, innovative pricing model. Digital transformation can also eliminate the need for a bricks and mortar workplace for businesses. China's eCommerce grocer, Yihaodian, opened 1000 virtual stores overnight using augmented reality.

Challenges in the mobile enabled digital transformation space though remain with respect to ensuring channel security in today’s multi-device access environment. The rapid pace of change in the technological landscape adds additional pressure points to the new ‘always-on’ enterprise. An enterprise that can overcome these issues and has a strong top leadership driving the change, mobile enabled digital transformation can only result in a positive and happy outcome.