Customer Experience Apps - Facilitating the Mobile Handshake

How to Operate in A Mobile Workforce
Marshall Rollins
sept 19,2015
The ‘mobile worker’ is no longer a trend, but the standard for a lot of companies internationally and continues to grow with an anticipated 1.3 billion mobile workers in 2015 (reference). Rather than focusing on what a mobile workforce means and how you support it with devices and service level capabilities, we are shifting the focus to how you support the mobile worker by identifying best practices for internal/external communications and conducting business. What tools and programs can we implement to enhance day to day operations and help business groups to work more effectively?

Through the use of mobile apps, we are able to create custom programs to support workers and their varying roles and responsibilities such as sales, marketing, customer service, support, and IT. These programs also impact the way we do business by enhancing corporate mobility strategies for communicating with partners, suppliers, and customers. By leveraging mobile device capabilities, we are able to transform the way companies do business.

Smartphone users account for over a quarter of the 4 billion mobile users around the world and we’re seeing growth charts where the range of activity on mobile devices is surpassing the range of activity for desktop users. What types of mobile applications can we create for our workers in the office, outside the office and in between? While users still use their mobile devices for games, social media and viewing content,we’re trying to make that paradigm shift where usage is focused on mobile customer engagement. Is your team responsive? Are you helping or hurting the decision-making speed? Can you resolve issues faster? Are your employees able to work smarter?

In an effort to optimize business performance, we are creating customer service applications that facilitate effective communications with your customers, your supply chains, your partners, and across your organization to respond to business opportunities in real-time. With the right integrations and overall marketing strategy, business can continue to drive value to your customers and provide a superior mobile engagement experience with a rich product offering.

Maximizing B2B Channels

Sales or business agreements are no longer made in the traditional way. With a handshake at an off-site retreat, a purchase through stores on our mobile devices and everything in between, customers and business are finding new ways to strike a deal.

A customer briefing mobile app extends relationship building power to account managers, sales reps, executives and customer briefing professionals with easy, up-front access to key touchpoints like customer details, ongoing business engagement, opportunities and extensive profile information to team members involved in the overall customer briefing experience.

Executive and customer briefings are an integral part of the B2B marketing strategy and provide powerful opportunities to shape the customer experience. With a dedicated mobile app supporting the customer briefing program, we ensure the involved parties stay up to date with real-time information on sales channels leading up to a briefing, on-site, at external briefing engagements, industry events, and even on the golf course or anywhere else sales are made beyond the physical walls of an office or customer briefing center. Essentially you’re extending the white-gloved, customer experience to key people in the B2B exchange by giving your team members access to tools that surface, store, and manage important information at their fingertips. Every aspect of the briefing experience should be personalized and tailored to fit each customer/prospect and through the use of a customer briefing mobile app, the backbone to support each of these unique opportunities it supported, scalable, and effective and providing your team the tools necessary to do their job and do it well.

Case Study: Avaya Executive Briefing Mobile App

Design Reactor partnered with Avaya to design, build, and leverage the Customer Experience mobile app for their worldwide Executive Briefing Program. The app facilitates relationship and customer building strategies and provides briefing program managers, operational specialists, and executives powerful tools to organize, facilitate, and coordinate meetings and experiences along the customer journey while also aligning to key presenter and executive objectives for executive briefing programs and events.

Facilitating the Customer Experience in B2C Commerce

Consumers tend to have a short attention span, always on the go, paying attention to the screens on their devices, multitasking etc. To fully integrate into your consumers lives and affect their consumer behavior, brands must make their presence known with dynamic, living proof points exemplifying how your product not only integrates into the consumer lifestyle, but also how it benefits it.

Companies must aim to satisfy customers in a consumer culture that thrives on quick, ready access to your products, goods or services. With a customer experience mobile app, we are finding ways to connect with the customer on 1:1 level ensuring that we grab their attention, bide their time, and offer readily visible value. In addition to responsive website designs, many companies are launching mobile apps to supplement the on-line customer experience. But what about the in-store customer experience?

Our customer experience mobile app helps consumers and sales reps with ‘at your fingertip’ access to product information, use cases, details and specs, that not only support the customer experience journey but also help consumers make informed buying decisions and sales reps to tailor the buying journey to fit each consumer’s needs. By leveraging a customer experience app to clearly outline and highlight your products core benefits, business can create expanded opportunities to engage with and learn more about their customer.

Case Study: Western Digital MyCloud Mobile App

Design Reactor partnered with Western Digital to create a customer experience mobile app for sales representatives and consumers to learn about and experience their NAS MyCloud product portfolio in the palm of their hand, on the go, or even at their in-store retail locations. With poignant product details, intuitive features and user flow, as well as customer built use cases, the MyCloud app enabled informative, personalized consumer journeys for their customers and associates. The app helps to elevate each user’s level of understanding about their existing and/or future Western Digital product purchases and increases overall awareness.

Empowering Employees through B2E Engagement

‘Invest’ in your company's mobile future. With a rise in the mobile worker, the ‘mobile company’ that provides relevant, engaging enterprise mobile apps to their employees will increase their sustainability and become more agile. For roles within an organization, like sales, field techs, marketing, IT are constantly on the move and changing from location to location, mobile training tools are an essential value-added component to executing a particular job req, program, or training.

All employees, regardless of role are responsible for creating an experience that encourages our customers to remain loyal, and in doing so, tools and experiences through a mobile app can facilitate our employees knowledge of and capability for creating these experiences. With the help of internal business mobile apps, employees will have access to interactive training tools that provide real-time instructions, benefits, skills, and information that can be conveyed to cross-functional groups across the organization as well as externally to the customer.

With access anywhere, anytime, internal mobile apps can strengthen an employee's core competency as well as their perceived and actual relevancy reaping the benefits of the ‘mobile worker’. With a drive to innovate and constantly iterate on what an internal mobile app means to the employee, how it benefits the employee, the organization, and the customer, our business mobile apps help to increase overall awareness, satisfaction, and efficiencies.
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