Enabling Future Digital Enterprises

1

Dr. Rishi Bhatnagar

Global Head

– Digital Enterprise Services- Tech Mahindra Limited

Internet of Things Panel Chairperson

– India - Institute of Engineers and Technology (IET – UK)

Co-author of Book on “Enterprise IoT”

2

Digital Revolution : Transforming Technology and Society

Cloud

Social media

Mobility & Ubiquitous

Computing

Big data & analytics

Broadband penetration

High performance

computing

Consumers

Employees

Partners, Vendors

“My favorite

brand knows what I need, when I

need

it”

“Can interact on

any channel anytime

”

“I need technology that helps me

increase my

productivity

”

“My decisions should

not be held back

because

of

lack of, or delayed information

”

“We need to

collaborate seamlessly

with our

partners to bring products to market faster”

“My supplier should know immediately

what is

needed, where and when

”

TECHNOLOGIES COMING TOGETHER…

..ARE RAISING EXPECTATIONS ACROSS THE ENTERPRISE

ECOSYSTEM

Next Gen Products

“We

need products

do we need to offer our

consumers a

next-gen, connected

experience

?

”

“We need to

shorten Concept-to-cash cycle

”

Wearables & Devices

Sensors

3

Digital Revolution : Transforming Business and Society -

New Business and Operating Model

More instant

More

participative

“New pattern of customer behavior”

•

Attention span and tolerance for waiting time is

reducing

•

Increasing demand for immediate feedback

and usage

Extremely

sophisticated

4

Digital Revolution : Transforming Business -

New Roles, New Leadership, New Behavior

CMOs take on new roles as

the marketing function

expands and evolves

Experimentation allows

marketers to optimize their

offerings

amid an explosion

of data and new channels

Marketers create a single,

data-driven view of the

customer that is tied to

individuals

when they are

interacting

Offers and advertisements

are

tailored to individuals

and events

,

not

demographic segments

There is an exponential

increase in the channels

marketers use

to engage

with customers

Customers provide

marketers with an

unprecedented volume

of

5

40+ MB/Sec

Wireless Bandwidth

343

Trillion Trillion Trillion IP Addresses

Billions of

Things connected into Internet

Billions of

Mobile Subscribers

Billions

of People on Social Media

Tiny Sensors

at an affordable cost

Digital Revolution : Trends

The Hyper

Connected World

People to People

People to Things

Things to Things

Adoption of Digital Life Style

(

new behavior/ new needs)

Life to Non

Living Things

(

Low human intervention

)

“It is not the strongest of the species that survives, nor the most intelligent that survives. It is

the one that is most adaptable to change.”

6

The Big IMPACT

Requires

Big CHANGE

DIGITAL

ENTERPRISE

SUNSET

TRADITIONAL

ENTERPRISE

RISE

Processes

People

Products

Services

Skills

Operations

Your Options : Rise or Sunset

“

465 Corporates moved out of Forbes 2000, from 2011 – 13

550 companies expected to move out by 2015”

7

Helping our customers move from Traditional Enterprise to Digital Enterprise

OUR PHILOSOPHY

8

Defining Digital Enterprise

“Digital Enterprise have connected Services, that improve the business performance by digitizing processes,

products, services, work place and enhance the people experience”

Real Time

Mobile , Cloud & BYOD -

Anytime, Anywhere & with Any

device

Predictability

Big Data & Analytics -

Predictability across

Supply Chain

Customer Experience

Management

UX, CEM Platforms, Cross

Channel Solutions - Provide

better customer experience

Collective Intelligence

Leverage collective

intelligence (Employees,

Customers, Partners)

New Products/ Services

Internet of Things (IoT) –

Digitally Intelligent

Machines/Services

Millennial Culture

Social Media –

Aligning with Gen Y

9

9

Digital

Enablement

Digital

Asset Creation

Digital

Disruption

1. Digital Enterprise Assessment

2. Digital Enterprise Roadmap

3.

Customer Experience Management Solutions

• Omni Channel Experience

• Multi Channel Commerce

• Digital Marketing and Digital Sales

• Online Marketplace

• 360 Degree View

• Customer Care – Digital Contact and Call Center

• Brand and User Experience Management

4. Millennial Culture Solutions

• Socio Analytics & Social Media Integration

• Wearable & Device Enabled Solutions

Solutions

5. Predictability Solutions

• Big Data and Analytics Solutions

6.

Collective Intelligence Solutions

• Unified Communication and Collaboration Solutions

• Workplace and Partner Enablement Solutions

• Digital Content Management

7.

Digital Products & Services

• Mobility Products - MPOS & MWALLET

• Enterprise IOT Solutions

• Contextual and Location Based Services

8.

Real Time Solutions

• Cloud Enabled Solutions

• Mobile Enabled Solutions

• BYOD Solutions

1. Digital Business Platforms - SOCIO, XPEDIO,TECHNIO, CAPIO, IoT Platform, We Care, MTAP, MPAC, USOP

2. Packaged Vertical Solutions – Digital and IoT

3. New Digital Products & Services

4. Digital Cities

1. TechM Innovation Framework - IRIS

2. Co-Invest, Co-Create & Co-Innovate

10

The Digital Enterprise Architecture

Hybrid

Cloud Virtualization BYOD

Digital Content Management - Structured and Un-Structured Data

Digital Platforms

Digital Service Areas

Customer Experience Manageme nt Predictability New Digital Products & Services Real Time Service s Collective Intelligence Services Gen Y Aligned Services

DIGITAL ENTERPRISE SERVICES

1

2

3

4

5

6

Digital IT Infrastructure

DIGITAL ENTERPRISE SERVICES

MTAP – Tech Mahindra Analytics and Big Data Platform

MPAC – Managed Platform for Adaptive Computing

USOP - Unified Service Operations Platform

SOCIO, XPEDIO, TECHNIO, CAPIO, IoT Platform, We Care

• Omni Channel Experience

• Multi Channel Commerce

• Digital Marketing and Digital Sales

• Online Marketplace

• 360 Degree View

• Customer Care – Digital Contact and

Call Center

• Brand and User Experience

Management

• Socio Analytics & Social Media

Integration

• Wearable & Device Enabled Solutions

• Big Data and Analytics Solutions

• Unified Communication and

Collaboration Solutions

• Workplace and Partner Enablement

Solutions

• Digital Content Management

• Mobility Products - MPOS &

MWALLET

• Enterprise IOT Solutions

• Contextual and Location Based

Services

• Cloud Enabled Solutions

• Mobile Enabled Solutions

• BYOD Solutions

11

Digital Enablement : Transformation Roadmap

11

12

Digital Asset Creation : TechM Digital

Business Platforms

Managed Platform for Adaptive Computing

(MPAC)

Tech Mahindra Analytics Platform (TAP)

Unified Business Transformation Platform

(UBTP)

13

USAGE BASED

INSURANCE

Digital Asset Creation : Packaged Vertical

Solutions

–

14

Digital Asset Creation : Digital Products & Tools

14

Copyright © 2015 Tech Mahindra. All rights reserved.

ZSensEye

mobiquity® Wallet

Connected Car

Building Energy Management

Screw Tightening

15

16

TechM’s Digital Disruption Innovation Program

Intrapreneurship

Program

Co-innovation

With customer

Encourage and support entrepreneurial zeal and

spirit amongst associates

17

Communicate

Submit Ideas

Evaluate Ideas

Prototype

Implement

5 ideas

rewarded by customer through special contest

2 Patentable Ideas

provisionally filed; 5 under evaluation

6 ideas implemented

:

Subpoena Process, IT Filing Solution, ZSensEye, Voice

Enabled My AT&T App, DB4U, Location Based AutoFill MyAT&T Website Forms

50+ ideas

being worked upon for implementation

5000+

Ideas

submitted

Digital Disruption :

18

Service Offerings (Business Process Transformation)

Quick diagnostic study to provide a snapshot of where the organization is today, as a

benchmark that you can use to determine progress.

We address the areas that

organizations would want us to

review and redesign.

M&A into a new entity,

we quickly complete

the integration by

standardizing policies,

processes, KPIs, etc

Mapping processes

across multiple/parent

location and creating

one version /

replicating processes

A fundamental or radical redesign

of business processes to bring

dramatic results to the business

19

Mahindra REVA

Mahindra e2o

GPS/ GPRS Tracker –

3

Party

Data Transfer from e2o to CG

via Proprietary Protocol

through TCP/IP

Communication Gateway (CG) – capable of

connecting 5000 vehicles sending data @

1kbps per vehicle – MTEL

Database –

MTEL

Application Server – hosting

CUWP, CCC Portal, Mobile

App Web services, SAP

services, DMS services &

SMSC Gateway Services –

MTEL

Customer Mobile App

- 3

Party

Customer Portal - 3

Party

CCC Portal - MTEL

EoL SAP Integration – 3

Party

SMS Gateway – 3

Party

DMS Integration – 3

Party

Internet

Application access via Web

Portals or Web Services

TechM DOMAIN &

EXPERTISE

OUTSIDE WORLD

20

Case Study: Digital Transformation Consultancy for a Large Retail Bank in Middle East

Key Outcomes

•

Designed Digital Transformation Strategy and

Digital Solutions Roadmap

•

Key KPIs made measurable – %Digital Customers,

%Digital Engagement Index, %

e-Payments/Statements, %Digital Spend/

Acquisition, Digital Login Ratio

Key Highlights of Digital Strategy

•

The 2-4-7 Pillar Digital Strategy – 2 Business Drivers, 4 Digital Pillars, 7 Digital Initiatives, 7

KPIs

•

Digital Pillars - Improving current multi-channel Customer Experience, Transition into

Omni-Channel Experience, Driving Operational Efficiency, Agile Delivery of Customer

Requirements

•

Digital Initiatives – Online/ Mobile/ Branch Banking, Social Media Coverage, Single View of

Everything, Digital Workplace, Process Improvements through Agile Delivery

•

Website Benchmarking with Competitors

Business Needs

•

Improving Customer Experience

•

Improving Internal Operating Efficiency

Customer

21

22

Technology

Trigger

Peak of Inflated

Expectations

Trough of

Disillusionment

Slope of Enlightenment

Plateau of Productivity

Skipping Disillusionment….

DIGITAL

Lacking customer benefits

Underestimated technical risks

23

24

25

TechM Partner

Competency

TechM

Competency

Verticalized Applications

E2E Managed Service

Devices/

Sensors

Communication

Gateway

Network

Connectivity

Service

Management

Platform

Application

Middleware

Platform

Hosting on

Cloud

IoT

Offerin

gs

Platfor

m

Consult

ing

Platfor

m

Service

s -

Rollout

&

Integrati

on

Platform

Dev &

Maintena

nce

Solution

Centre

for

Telcos

and

Enterpri

ses

Package

d

Verticali

zed

Solution

s

Solutio

ns

Testing

on

Platfor

ms

Device

Testing

E2E

Manage

d

Service

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