Leverage smart apps to empower your business

|April 30, 2018 0

Virender Jeet

Customer experience is the new competitive battlefield, compelling corporate leaders to face incessant pressure from various sources. In order to combat the pressure and to be a step ahead of customer expectations, most corporate leaders are bidding adieu to old-school legacy systems & processes, and worse, paper-based processes. They are transforming their digital and mobility strategies, and are actively shifting towards smart process applications.

For digitally empowered customers, customer experience is synonymous to being delighted across all touch points and all digital mediums. These touchpoints are spread over a wide range from keeping customers updated to servicing them, to fixing their issues instantly, to making them feel valued and proud of associating with your brand. Experts suggest that in the coming years, customer experience will surpass price and product as a key differentiator.

Mobile-driven customer experience over human interactions

With non-human interactions on the rise, businesses today don’t require a human interface to complete a transaction or deliver services. The only interface that customers preferably use is a mobile interface, an app, and channels – social or text. What makes mobility even more significant is that business users, too, expect a similar mobile-driven user experience from enterprise scale applications, to complete their day-to-day tasks. That’s when enterprise mobility comes into the picture.

Transitioning towards smart process applications

Earlier, it was enough to custom-build mobile applications as an extension to the underlying point, solutions, and applications. A case in point is Enterprise Resource Planning, where business users accepted a replication of desktop version of applications on mobile as well. Reason being, they avoided mobile phones for such purposes. However, now that a smartphone is an extension of an individual’s personal and professional life, there’s a world of difference in the users’ expectations. Modern day users expect to be able to perform assigned tasks on-the-go, in a similar fashion as that of their personal chores, on mobile.

An enterprise Mobility framework can help you develop and deploy enterprise scale mobile applications in a seamless manner. Leveraging smart apps, your business users can get rid of traditional paper-based processes and perform various tasks in a hassle-free manner. The best part is your business users can swiftly make the transition from one workflow to the next in line without any hiccups. Further, your customers do get the benefit of taking up a wide array of activities, without having to mark presence at the physical branches. Sales agents, technicians, and business users on-field can avail several advantages such as:

-Do a thorough customer need analysis, financial analysis, search leads, schedule tasks, view pending items, etc. and get started on their respective action-items

-Capture information right at the point of customer contact and initiate eKYC processing in real-time

-Collect, and scan documents on-the-go and send to the back-office for further processing

-Customers can perform a host of activities on their own. They can easily pay their utility bills, open fixed and recurring deposits, transfer funds, file their claims and various other tasks

Here’s a deep dive into what it takes to build enterprise scale smart applications over a robust business platform:

Mass customization – Configurability of business use cases plays a vital role in accomplishing rapid mobility. It involves configurable processes, pluggable custom data validations, multi-font and multilingual support, to mention a few. Apart from these, the low-code approach is an important aspect to define and configure most of the functionality.

Cross-platform capability – A fragmented operating system ecosystem acts as the biggest deterrent to enterprise scale development. Apps have to be supported on iOS and mainstream Android platforms. A framework that natively supports major operating systems provides advantages to the mobile app developmental efforts. It also enables teams to emphasize on functional aspects instead of being involved in the repetitive drudgery of changing as well as testing for every supported platform.

Configurable platform – It might be easy to create and develop a siloed mobile application that doesn’t come to rescue, whenever required. To create an effective mobile application however, one needs a robust underlying platform that can be configured to suit specific functional needs of the varied use cases enhances the lifecycle of an application. The underlying configurable platform must have some functionality to enable easy execution of smart process applications.

Integration capability – A set of adapters that are integration-ready for major backend systems and ERPs enable a relatively smoother journey to an end-to-end high-performance mobile application.

Mobility accelerators – A central configurable platform, equipped with accelerators for all common use cases and integration-readiness, paves the path for rapid mobility.

On the whole, to enable your users to work in an efficient manner and extend comfort to your customers, think through your digital strategy. Navigate your shift to enterprise mobility and leverage smart apps to empower your business across time zones and geographies.

The author is Senior Vice President-Sales & Marketing / Products, Newgen Software

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