Customer Experience

Customer Experience

Opinions expressed on this blog reflect the writer’s views and not the position of the Capgemini Group

Enterprise Mobility - what is your solution?

Mobility is one of the key buzzwords you stumble upon when you deal with digital trends at the moment. Almost everyone quickly thinks of smartphones or tablets, posting pictures, videos to social networks to keep friends updated. But that is just one side of it. The other one is enterprise mobility. But what is hiding behind that phrase?

The first question related to enterprise mobility, that you need an answer, is the target group. Is your goal simply to increase efficiency of internal processes and open up new possibilities to your staff? Or do you plan to reach out to existing and new clients to offer new services and solutions?

The second equally important question is the degree of mobility you want to achieve: There are two shapes that can be distinguished: On premises versus true mobility. „On premises“ includes applications and services that are basically mobile, but are only accessible on the premises or within the buildings of the providing company. Control mechanisms or security aspects are reasons for that limitation. These solutions are not really new, if you think of the yearly counting of inventory at supermarkets for example.

True mobility can be found at the other end of the scale and comprises solutions and services that are completely location independent. A number of insurers are investing in technologies that allow more instantaneous assessment of claims ranging from clients able to connect to agents at the scene of an accident / crime and upload pictures to, in more complex claims e.g. building fires, multiple RTA's, the deployment of drones, or crowd sourced appraisers. Combine this with the emerging digital trends in car and in home surveillance systems, digital incident management will never be the same, and the battle for consumer hearts and minds that this is positive force for good remains, in fact, the greater challenge than implementing the technology itself.

These two dimensions form a matrix that can help to structure the topic and make it more tangible.

Enterprise Mobility Matrix

Capgemini have developed a Mobility Matrix

Hopefully this matrix not only helps you to categorise your existing solutions, but also supports your strategic considerations. Maybe you get inspired by the Apple stores, which removed fixed cash registers replacing them with mobile sales agents. Or by the Charité, one of Europe’s largest university hospitals in Berlin, that supports the consultation by offering tablets to the doctors. Or you look at Square, the company that transforms smartphones and tablets into mobile cash registers using only a small dongle.

There are indefinite possibilities – what is your solution?


About the author

Thomas Zeimentz
Thomas Zeimentz
Thomas Zeimentz erarbeitet als Experte für Digital Transformation zusammen mit seinen Kunden Wege, die neuen digitalen Möglichkeiten für Unternehmen erfolgreich umzusetzen. Er arbeitet bei Capgemini Consulting im Bereich Technology Transformation und beschäftigt sich hier vor allem mit den prozessualen und organisatorischen Herausfordungen der digitalen Transformation und ihrer Umsetzung.

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