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Guiding Your Enterprise to Mobile Success Steve French, Global VP, Product Management August 19, 2014
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Page 1: CIO 100_OpenMarket_Mobile Engagement_Presentation

Guiding Your Enterprise to Mobile Success Steve French, Global VP, Product Management August 19, 2014

Page 2: CIO 100_OpenMarket_Mobile Engagement_Presentation

Agenda

• About OpenMarket • Technology Trends Fueling Mobile • The Significance of Mobile Engagement • Guidance: Mobile Strategy & Reality • Case Study • Summary • Q&A

Proprietary & Confidential to OpenMarket 2

Page 3: CIO 100_OpenMarket_Mobile Engagement_Presentation

About OpenMarket

Proprietary & Confidential to OpenMarket 3

Page 4: CIO 100_OpenMarket_Mobile Engagement_Presentation

About OpenMarket

4

Supporting 4 of the Top 10 most respected global

brands1

40% of mobile messaging

vendors rely on OpenMarket2

Over 1 billion mobile messaging interactions each

month

Offices in Seattle, Detroit, London,

Sydney & Pune, India

A division of Amdocs (NASDAQ: DOX)

Smart, interactive connectivity to over

200 countries

1 Harris Interactive 2013

2 Forrester Mobile Messaging Vendor Overview Report 2013

For more than 15 years, OpenMarket has been a leading provider of mobile solutions for enterprises to engage with their customers and employees

Proprietary & Confidential to OpenMarket

Page 5: CIO 100_OpenMarket_Mobile Engagement_Presentation

Technology Trends Fueling Mobile

5 Proprietary & Confidential to OpenMarket

Page 6: CIO 100_OpenMarket_Mobile Engagement_Presentation

Proprietary & Confidential to OpenMarket 6

Technology Trends

MOBILE DEVICES ENTERPRISE CONSUMERIZATION

With more than a billion smartphones in use, mobile is driving a second Internet revolution that may prove more profound than the first one.

84% of CIOs are focusing on mobility solutions to support better customer

engagement Personal cloud, mobile, social, BYOD,

etc.

CLOUD

67% of CIOs are actively looking into how cloud technologies can better serve

their customers

Page 7: CIO 100_OpenMarket_Mobile Engagement_Presentation

Proprietary & Confidential to OpenMarket 7

The Mobile Explosion

of businesses are prioritizing mobile as a way to be more responsive

to customers

BUSINESSES NEED TO REACH THEM

84% 3+ Billion

A CONNECTED WORLD

mobile subscribers and 6B devices globally

TEXT MESSAGING

SMS is the most frequently used aspect of the mobile phone. 90% of SMS

messages are opened within 3 minutes

#1

90%

of the US population has at least one mobile phone

CONSUMERS ARE MOBILE TODAY

MOBILE APPS

61% of mobile phones are smartphones and users spend on average over 2 hours

a day on mobile apps

61%

INVESTING IN MOBILE

90%

of companies are looking to sustain or increase investments in mobile

over the next year

Page 8: CIO 100_OpenMarket_Mobile Engagement_Presentation

Mobile Engagement

8 Proprietary & Confidential to OpenMarket

Page 9: CIO 100_OpenMarket_Mobile Engagement_Presentation

The Significance of Mobile Engagement

Use the mobile channel to transform your business by engaging with your customers and employees to enhance relationships, optimize business operations and create a competitive advantage

Proprietary & Confidential to OpenMarket 9

Customer Engagement

Feedback & Surveys

Emergency Alerts

Employee Engagement

Wellness Updates

Corp. Communications

Appointment Management

Offers & Promotions

Shipping Notifications

Service Scheduling & Alerts

Page 10: CIO 100_OpenMarket_Mobile Engagement_Presentation

Mobile Apps

Proprietary & Confidential to OpenMarket 10

Request a Car Flight Check-in Rewards Program Mobile Banking

Page 11: CIO 100_OpenMarket_Mobile Engagement_Presentation

Mobile Messaging

Proprietary & Confidential to OpenMarket 11

Customer Survey Order Alert Promotional Travel Update

Page 12: CIO 100_OpenMarket_Mobile Engagement_Presentation

Apps vs Messaging

Proprietary & Confidential to OpenMarket 12

Mobile Apps Mobile Messaging

Device Support

User Acquisition & Adoption

Customer Type

Frequency of Use

Features/Capabilities

Regulated Information

Time to Market

Smartphones & Tablets

Discovery, download, learn

High value/power users

Generally low

Access to device capabilities (e.g. camera, phone, GPS)

Potentially

3 to 6+ months

All mobile phones

Native support, #1 most frequently used feature

All mobile phone users

High

SMS, MMS, clickable URLs, click-to-call

Depends on use case

1 to 8 weeks

Page 13: CIO 100_OpenMarket_Mobile Engagement_Presentation

Guidance

13 Proprietary & Confidential to OpenMarket

Page 14: CIO 100_OpenMarket_Mobile Engagement_Presentation

Develop Your Mobile Strategy

IDENTIFY BUSINESS OBJECTIVES

Proprietary & Confidential to OpenMarket 14

EVALUATE MOBILE CHANNELS

FIND YOUR MOBILE MOMENTS

SOLUTIONS, APIs OR IN-HOUSE DEVELOPMENT

VENDOR SELECTION POINT SOLUTIONS, PLATFORM, EXPERIENCE, STABILITY

Page 15: CIO 100_OpenMarket_Mobile Engagement_Presentation

15 Proprietary & Confidential to OpenMarket

Reality

What’s Really Happening Potential Issues

LOB managers independently implementing solutions (rogue IT purchasing)

Single use case focus

Building in-house “not made here”

Mobile application bias

• Vendor management • Data fragmentation • Less visibility/oversight for IT

• Potential inability to support new use cases or customization

• Limited extensibility to scale across organization

• Distraction from core business • Increased cost/time to develop new non-core

technologies • Huge burden on already over taxed IT

• Limited reach – smart phones only • Discovery, download, & learning challenges • High support requirements (multiple OS support) • Incongruent with end user needs/wants

Page 16: CIO 100_OpenMarket_Mobile Engagement_Presentation

Mobile Engagement Case Study

16 Proprietary & Confidential to OpenMarket

Page 17: CIO 100_OpenMarket_Mobile Engagement_Presentation

Company Profile & Initial Needs

Company Profile • Global Retailer of mobile phones, computers and

tablets

Objectives • Improve customer experience • Lower support costs

Mobile Opportunity • Improve customer touch point w/ technical

support to more effectively diagnose mobile phones issues

Proprietary & Confidential to OpenMarket 17

Page 18: CIO 100_OpenMarket_Mobile Engagement_Presentation

Channel, Solution & Benefits

Channel Requirements • Global reach • Customer familiarity

Solution: Text Initiated Diagnostics • Via SMS, technical support advisors could send

customers a link that when accessed would perform diagnostics on the customer’s mobile phone

Benefits • Improved customer experience • Streamlined communications via channel customers

are familiar with • Quicker resolution of mobile phone issues • Reduction in customer support calls

18 Proprietary & Confidential to OpenMarket

Page 19: CIO 100_OpenMarket_Mobile Engagement_Presentation

Additional Use Cases Deployed

Operations & Logistics • Order/Shipment updates sent via SMS

IT & Security • Multiple SMS-based 2 Factor Authentication

services to enhance security and prevent fraud

Customer Service • SMS confirmation of new service and product

protection plans • SMS reminders and confirmation for in-store

appointments

Proprietary & Confidential to OpenMarket 19

Page 20: CIO 100_OpenMarket_Mobile Engagement_Presentation

Summary

20 Proprietary & Confidential to OpenMarket

Page 21: CIO 100_OpenMarket_Mobile Engagement_Presentation

Summary

• The technology environment for businesses is rapidly changing and fueling the growth of mobile engagement

• Mobile engagement has the power to transform your business

• IT, more than ever, needs to partner with other business leaders to drive the mobile strategy across the entire organization

Proprietary & Confidential to OpenMarket 21

Page 22: CIO 100_OpenMarket_Mobile Engagement_Presentation

Q&A

Proprietary & Confidential to OpenMarket 22

Steve French, Global VP of Product Management [email protected]

Text CIO to 10991 to receive a free copy of our white paper on Mobile Engagement.