Category Archives: Enterprise
The App Stores are one of the key pillars on which the SmartPhones have built their success. Not that mobile applications where only introduced at the time the stores became available, but they solved nearly all of the issues that existed until them.
First, it was very difficult for developers to find customers, and for customers to find the applications they wanted. This also discouraged many from investing time, effort and money in developing these native applications, which resulted in a low number of available ones.
Second, all the logistics of applications installed in devices rather than browsed from devices where not solved, in some cases falling into the traditional burdens of software distribution. Installing, uninstalling and specifically maintaining your applications up to date was not an easy thing to do.
Last, but not least, charging for the apps meant each developer had to find a solution for managing the payments, with PayPal having been a traditional partner on this space.
But suddendly these App Stores arrive, and buying applications becomes as easy as buying any other article online, making the installation and uninstallation of applications as easy as 1-2-3, and more importantly, you no longer need to worry about keeping your software up to date. The App Store will tell you and let you update what you want, when you want it. Easy right?. Bringing developers and consumers to a single place has also boosted both the availability and consumption of applications, with numbers of applications in the hundreds of thousands.
So are these new stores the panacea for software distribution?. I suspected so, and I kind of confirmed it when Apple launched the App Store for Mac. The concept is reaching the desktop. So this is when things get interesting. Can this be applied to your corporate environment?. I hope so.
There are a number of issues typically associated to large estates of PCs usually running Windows.
First, one size does not fit all, so you will face different users with different software needs, meaning that you will need to find a balance between standardization (critical to keep support and maintenance costs under control) and the specific needs of your user communities.
Second, you will have to automate as much as possible the possible of provisioning applications upon users requests, and more importantly, keep an inventory of all of this, as you want to know who is using what to avoid any licensing issues.he
Cost. This is usually tackled by complex approval processes which in the end do not really cap the amount of money a user spends on software which is likely to be rarely used.
And not to talk about software updates and patching.
When you look at these traditional issues, it seems miraculous that the App Stores have achieved to resolve most of this issues for a wider, more diverse crowd than the one in any of the Company.
Applying the concept
So how about delivering vanilla desktops or laptops to your employees, and giving them a budget according to their profile?. If a concept such as an App Store could exist in the corporate environment, users could have a budget to spend there. Go to the supermarket, choose what you need and install it. You are running out of budget? Maybe you can return to the App Store that application you downloaded which no longer you are using.
This, if tied to an inventory of licenses, will surely help software costs under control on a very predictable manner, while giving a much better user experience. Your users are now autonomous and can self manage their software, which would also have a very positive impact in your helpdesk and engineering budgets.
Did I talk about software updates and patching? How much money do you spend on that?
I am sure there are lots of challenges to be solved before such a concept can be applied completely in the Enterprise world, but after seeing what Apple has achieved with the Mac App Store I am hopeful it will come…
It has now been a while since tablets made their way through. The concept has been flying around for some time, but only came to become a massive thing in April 2010 after Apple presented the iPad in public. It has been hardly 18months since then, and now the market is fully populated by a number of manufacturers which are pushing different visions of the concept into the market.
When you look at the evolution of the super-sized iPhone, it is really surprising to see how fast and deep it has come into our lives. From the original and probably most widely use of the pad as a browsing device, news reader and of course, gaming companion, there has been an incredible evolution in the uses of not only the iPad but the tablet concept in general.
Now most of the companies publishing consumer applications for SmartPhones are developing specific variants for tablets making good use of the larger screen and interaction capabilities of these devices. Look at Banks and you will see a fierce competition to target applications to their higher end customers based on tablets, where the graphical capabilities and the touch-based interaction model redefine a completely new stage in user experience.
But all of the above is just the somehow natural (although fast) evolution in the usage of the technology. However, there is one other aspect of this technology that looks very interesting to me, and is the impact these devices (and why not recognize it, specifically the iPad) is having in the Enterprise world.
It seems that the way Execs have fallen in love with the device is helping drive the way into the Enterprise at a speed and path that is breaking most of the existing paradigms. The debate is no longer whether a device is appropriate or not for its introduction into the Enterprise, but rather the other way around. And this is happening really quickly. So now employees are allowed to use their iPads at work, capture notes in meetings, read email in their tablets rather than in their corporate laptops and do almost everything except probably content (documents, presentations, spreadsheets) without the need of a full blown computer.
How many laptops could you see in a meeting of the Board?. You would be surprised by the number of iPads. Does this have a real impact in decission making and access to information in these forums? Very probably yes. So this is being a real driver with real examples out there like Standard Chartered Bank.
So this new revolution is bringing to life concepts like Bring your own device and Self Service IT with which large Corporations have been struggling for some time, but all of this seems to be finding a fast track as the demand from the technology comes top down, which is just the contrary to how normally technology gets into an Enterprise. Can this be the next big thing?.
When finding your place in the market maybe you are differentiating by price, or by having a niche product. Some other companies would like to be recognized as leaders in Customer Service. I really like these kind of companies, as I think it is really difficult to achieve excellence in customer service. If you combine this with the size of a large, global business, then the task acquires a completely new dimension. Not only you need to design and deliver an outstanding service to your customers, but you also need to do it consistently in any location and interaction point. It is all about how your customers perceive your company, and in the premier league of customer service, no flaws are allowed, anytime, anywhere.
The material and human side
Creating a high quality customer experience is a serious business. And complex, very complex. After you look at all the material aspects of your customer service, which will depend on the industry, you will probably realize that the most important, and difficult piece to achieve is the human bit. If you are a Bank, no matter how good your Internet Banking Technology is, or how fancy your latest mobile app looks like, how well you have designed your branches or how finely tuned your call routing strategies and scripts are in your call center, the human part can spoil the whole experience, or the other way around. Standardizing the material aspects of your customer experience might look challenging, specially if you have a global scale business, but, what about the human side?. How do you ensure that the people that face the moment of truth with your customers deliver exactly the same experience?.
There are very few companies that have achieved this, and there is one for which I feel particular admiration. First, for the quality of their service, and the human side of it. Second for the consistency they have achieved in a global scale. It is Singapore Airlines.
Airline customer service
If you think about what is customer service in an airline, it is really a complex topic, involving many material aspects, and a crucial human part. In the last few years I have traveled half a million kilometers, mostly between Spain and Singapore, and using mainly BA, Qantas and Singapore Airlines. After some hours on board (and half a million kilometers is a few of them) you start to appreciate the difference. Some differences are subtle, others much more obvious. Both BA and Qantas have nice business class products in their long haul fleet, specially Qantas after the introduction of the A380 on the route. The seats are comfortable and the service is quite nice to, but here start the differences when you introduce SQ in the equation. Their service is clearly outstanding and in a different league when you compare it to the other two carriers.
There are subtle differences like the cabin design and ambiance, or the nice orchids in the lavatories, but it really becomes serious when it gets to the food and the way it is presented. No tray food. Delicious food carefully presented in Givenchy tableware, and fine wines served on full size fine glassware by the same firm.
But above all the material aspects which define the great service onboard SQ flights, it is clearly their cabin crew and personnel that really set the difference. Some would say it is part of the Asian culture for customer service, and I would agree only partly. It is also a fantastic job of customer service standardization. No matter whether you board an SQ plane in Singapore, London or Barcelona, the way the crew address you, the way the Satay is served and the way the crew genuinely care about you throughout the flight is exactly the same.
Walk down the air bridge towards the aircraft door and you will start sensing the particular fragrance of all SQ planes -yes, they all smell the same- while you are welcomed by a couple of members of the crew and you already feel a bit home.
Standardized vs personalized
So now we have an outstanding customer service that is also consistent across the all the touchpoints. But wouldn’t this feel a bit cold and non-personal for the customer?. They seem to have also taken care of this. No matter how standardized the onboard service is, but they still manage to make you feel special and truly cared of whilst onboard. It is all about YOU. The amazing thing is that there are hundreds of thousands of YOUs every day on dozens of SQ aircraft across the world, and all of them feel special and unique.
Clearly there is a very interesting lesson to be learnt from other industries isn’t it?. Imagine you could deliver this service in this consistent manner across your whole enterprise, whilst still making your customers feel unique?.
What do you prefer, your fancy MacBook Pro or the corporate laptop you have just been handed over?. Or maybe you want to stick to Windows but rather carry your stylish Vaio. There seems to be a new trend by which your personal devices are being allowed into the corporate world. This opens a very interesting debate with very interesting ramifications. Studies by research firms show that, although current CIOs are quite reluctant to allow this to happen, they also recognize this will eventually happen in the next few years.
This is broadly known as BYOD, Bring Your Own Device. Which effectively means that the company allows you to use your own devices to perform your duties, instead of providing you with a corporate laptop and smartphone, to say. Normally this comes at a price, which is that the company will not give you technical support for these, however, you might still be comfortable with this as anyway you didn’t have any support for this at home did you?.
Let’s go wild for a second and imagine that we are allowed to take our lovely MacBook to work, so let’s think about the implications and interesting topics this opens. Rather than doing a deep analysis of all of these implications I would leave these for further posts, so just take this as food for thought for the time being.
- Self service IT: Is it possible to simplify the current Corporate IT Support structures in our organizations?
- Mobile Device Management: How do we manage the devices we allow into our network, regardless of who owns them?. Remember BES for Blackberry? Now we have a broader landscape.
- Application Management: How do we balance the freedom of choice versus the control of licenses and software costs?. This specific topic opens one idea I like very much, the idea of extending the AppStore concept to the Enterprise World. What about creating an internal marketplace where applications can be downloaded and installed from?. Users can have a budget assigned so they can manage which applications they need and which they don’t. Sounds good right? Let’s explore this in another post.
- Intellectual property: What are the implications in this space? How do we establish some boundaries between what you create on your free time versus what you create on your time at work?.
I think this is a very interesting topic to explore in detail, so don’t be surprised if you find further posts on the implications of this topic because yes, I am one of those that would love to bring my MacBook to work…