The Mobile Evolution: From simple communication tool to transforming EX and CX

Today organisations are using mobility differently based on their needs, budgets and strategic approach. 

At its most basic, mobility is purely an operational play. It’s about voice, messaging and data connectivity to enable your teams to get their job done, wherever they are. 

It’s also increasingly the way in which your customers and other stakeholders are likely to engage with your organisation – be it through apps, voice, chat or more. 

But a mobile isn't just a device; it's a gateway to unprecedented experiences. It revolutionises customer and employee interactions with your company, offering seamless access, deeper engagement and heightened productivity.

To achieve this, organisations must be ready to evolve how they approach enterprise mobility. We’ve outlined the three stages of mobility evolution below and tips for being successful at each stage.

1. Operational – core mobile connectivity

This is where every organisation starts out – with a fleet of enterprise mobile devices connected to a network. Robust, seamless connectivity is key to delivering great experiences; other solutions include the plans and devices, help with transition and ongoing support, usually via a service desk. 

What to look for? Devices from the world’s best manufacturers and plans that offer value, great features, practical support and choice.

Image source: Adobe Stock

In the second stage of enterprise mobility, operational enhancements help improve process efficiencies, security and fleet productivity, while also rationalising costs and optimising savings. It’s about making sure your fleet is running as smoothly as possible and with less effort on your part. 

During COVID-19, many organisations increased investment in their mobile fleets to support the workplace shift to working from home. The resulting proliferation of devices brought challenges of visibility and control and also increased security risks as employees began working across multiple devices; some using work devices at home and others, home devices at work.

These are critical issues. Managing and securing enterprise mobile fleets can be complex and costly and, in some cases, overwhelming for stretched internal teams.

Fortunately, there are a few out-of-the-box enterprise-grade mobile management and security solutions that can help you manage, control and optimise your fleet. These include unified endpoint management (UEM), telecom expense management (TEM), asset management, mobile managed services and integrated network security solutions. 

As a quick example of some of what’s possible:

• Telecom Expense Management makes it easier for you to automate and optimise the management of your mobile devices. And it offers deep insights into your assets, devices, billing, usage and cost allocation across any number of cost centres from a centralised platform. 
• Endpoint Management enables all employees – office, frontline and field workers – to securely share and access corporate data and apps from any device and any place. This ensures business productivity while maintaining security and user privacy. 
• Enterprise Mobile Managed Service takes the pain out of fleet and device management and reduces your admin overheads, allowing you to focus on activities that add value to the business. Arranging hardware, service configuration and deployment and device break/fix support for moves, adds and changes (MACs) on your behalf can all be part of this service. 

Image Source: Adobe Stock

The most exciting stage in the enterprise mobility evolution is the strategic one. This is where organisations begin to leverage their mobile investments as a strategic pillar of their transformation agenda, not just a simple operational tool. 

In this new world, transformative mobile solutions tap into 5G, Artificial Intelligence (AI), Augmented Reality (AR) and Virtual Reality (VR), and user behaviour data and analytics to deliver exceptional, more personalised customer and employee experiences. They also accelerate time-to-resolution by introducing self-service options including smart virtual assistants and chatbots that can respond intelligently to user questions. 

Transformative mobile solutions can ‘move the needle of experience’ for your employees and your customers helping you to differentiate your offerings and ultimately drive retention, productivity, satisfaction and growth. 

Regardless of how you currently use mobility in your organisation – the evolutionary stage you are at in your mobility journey – Optus can help you optimise fleet operations and create and deliver powerful customised mobile solutions for enhanced CX and EX outcomes.

Further information

To discover more about transforming with enterprise mobility with Optus, contact your Account Manager or request a call back.