A Roadmap for Mobilizing Your Processes

Let’s start at the beginning. The first step is to develop a plan for mobilizing your key business processes because the pressures of BYOD and APP development are only the tip of the iceberg!  Previously, the customer conversation was related to mobilizing a “function” or a customer interaction; now it is about developing a strategy, a roadmap for key business processes that includes, but is not limited to, mobility.

In essence, today’s “multi-channel strategy” includes all methods of access and requirements of key business processes. Mobility has gone from being a bolt-on to the existing strategy to being an integral component of the overall strategy for the company’s success.

Informing Your Mobile Strategy – What Do Your Stakeholders Want?

Businesses are recognizing the importance of ensuring the seamless transition and integration of their customers, employees, and key suppliers from the fixed world to the mobile world and vice versa.   They want a guarantee of:

• Ubiquitous connectivity
• Reliable infrastructure
• A full set of capabilities and functionality
• Secure layers of accessibility
• A customer care experience bar none

In my job, we have a commitment to refining our customer care experience, developing and expanding our service management capabilities, and leading the innovation curve through our TIP process and Foundry capabilities. This makes us well-positioned and prepared to help our customers meet the challenges of enterprise mobility.

Kicking Off Your Mobile Strategy

What action is your company taking to develop a mobile strategy? Here are 8 steps to help your business get started:

1. Perform an assessment of what stage of development in the mobility revolution your company or business unit is in; Are you in the planning, prioritization, pilot, or full deployment? It is never too late to plan regardless of which stage you are in but the closer to deployment you are, the faster you will need to move!
2. Seek out a trusted partner that understands your business, understands the mobile landscape and very important; will be there for the duration of the journey.
3. Ensure that you clearly articulate your goals for the engagements; measures for success and at least a three-year plan / strategic direction with expected outcomes.
4. Work in close partnership with your advisor, include key business units, and ensure that support is provided throughout the planning process.
5. Develop a Mobility Governance Board as part of the strategy that will review all companywide M-Solutioning programs.
6. Communicate internally the mobile strategy of your business and how important it is to the business, and ensure that everyone understands the path forward.
7. Measure and celebrate the businesses successes in each stage of the journey.
8. Adjust the plan with the needs of the business, the capabilities of the ecosystem, and the constant feedback from key business interfaces (customers, suppliers, and employees).

Do you have questions about mobile strategy developement? What are your mobile business goals?

Bernie has been an Engineer, Director, Executive Director and Vice President at AT&T during his tenure supporting all aspects of the business including but not limited to; Strategic Planning, Sales, Development (Application and Product), and Service Delivery. Bernie is currently a Vice President of Mobility Solutions Services (MSS) providing strategic direction, and leadership to the organization charted with significantly scaling and delivering Professional Services and Managed Services of Mobile Solutions for AT&T Enterprise customers. The MSS organization currently supports all delivery of Mobility Professional Services, Integration, Delivery and Life Cycle Management Services for AT&T business customers. In providing these end to end services, this organization leverages the scale and strengths of AT&T while maintaining the high customer touch points required to deliver complex solutioning supporting mobilization of mission critical processes for our customers.