Gartner predicts that by 2013, mobile devices will outpace the laptop as the most popular way to access the internet. As a mobile user, I want to access and interact with processes in my business just as easily as I access other businesses, such as Amazon, Chipotle, or Schwab, from my iPhone (or tablet, if I owned one).
While many corporations have enabled millions of their customers to access a portion of their business operations through mobile apps, millions of their employees don’t have mobile access to the processes that support and drive those customer interactions.
At our recent User Summit, the talk of the show was Steve Russell’s mobile and social BPM demo. If you want to see it for yourself, click here. (Better yet, if you’d like to see the mobile capabilities in person, invite a Sales Engineer in for a visit, we’d be happy to show it off.)
After that demo, I had the opportunity to hear firsthand how several customers intended to deploy mobile processes and the unique benefits those capabilities would bring to their environment. Here are five ways those customers thought mobile access to their BPM processes would drive value:
- Real-time reporting of inventory – A customer in distribution intends to add mobile process access to their inventory reporting in order to gain instant visibility, ensure PCI compliance, and deliver superior customer service.
- Access to information when a laptop or workstation is unavailable – A customer from the manufacturing industry has workers who frequently must perform essential maintenance tasks on large machinery far from any work station. Currently, the workers complete their work from memory and then go back to the work station to record their actions, risking error and noncompliance—mobile access to the maintenance process will eliminate costly fines.
- Expedite new matter intake – Law firms are constantly challenged with keeping new matter intake processes moving forward with lawyers frequently out of the office. With mobile access to their new matter intake process, law firms can gain a competitive advantage by eliminating the bottlenecks and getting new clients onboard faster.
- Accurate incident management – By equipping employees with access to the incident management processes via mobile devices, an engineering firm expects to increase their reporting accuracy and speed response times.
- Consistent user experience – Several customers said that they already had developed a mobile application for other areas of their business and were eager to hook the HTML 5-based mobile capabilities into those existing mobile interfaces to deliver a seamless experience for their users. The result? Happy employees and happy customers.
So, how will you benefit from mobile BPM? The possibilities are endless.
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