CITO Research APPERIAN. Executive Enterprise Mobility Report

(1)

Executive Enterprise

Mobility Report

2014

APPERIAN

(2)

Apperian 2014 Executive Enterprise Mobility Report

1 INTRODUCTION

Mobility should transform businesses, but to reap mobility’s transformative powers, enterprises need the right custom enterprise apps. The key to success is creating custom mobile apps to support the business process es that make your company unique. mobility investments put more empha sis on custom apps, robust enterprise app stores, and app management the 2014 Apperian Executive Mobility Survey, which asked senior executives about the progress of and satisfaction with their mobility programs.

Apperian has performed surveys in the past, but those focused on the deployment of enterprise apps in the workplace and polled users about the impact of mobility at work. In its Exec utive Mobility Survey, Apperian sought

they are expecting, what metrics are available to them, and what strategies they are using to drive adoption. a more strategic perspective on mobil ity that can help identify best practices and critical success factors, informa tion that everyone involved in leading

2 How We Did It and Who Participated

SURVEY NUTS AND BOLTS

The 2014 Apperian Executive Mobility Survey was conducted by Gatepoint Re search and polled 100 executives in organizations actively engaged in using mobile technology.

Gatepoint Research invited selected technology executives to participate. Survey (81% of participants came from companies with annual revenues in excess of $500 ties, retail, and manufacturing.

In this report, Dan Woods, Founder and Analyst at CITOResearch.com, analyzes the survey results and suggests a program for taking advantage of the lessons that cess , and concludes with recommendations for mobility programs.

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(55%).

The mobile sweet spot is comprised of apps that provide a better experience for a unique business process that may be used inside or outside the company. Surprisingly, the desire to save money and drive new revenue were less frequent with mobility, more may use mobility to drive new revenue and service delivery opportunities.

KEY FINDINGS

What benefits are you seeking with your mobility investments? Improved business processes

Increased employee satisfaction Competitive advantage

Platform usage New revenue or service delivery opportunities Other Cost saving 67% 60% 55% 39% 30% 20% 2%

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According to survey respondents, apps that target customers and apps that serve Given the emphasis on custom apps for enabling particular business processes, it’s not surprising that apps serving particular roles in the company are also high pri ority. One question that deserves further research is exactly which roles are being enabled with mobile apps.

Apps for customers can increase revenue in multiple ways, including multichannel interactions. Walgreens found that customers using their app before store visits spent four times more than those who just visited the store. Customers engaged via the app, online, and in the store spent six times more on average.

contracts to videos. The app lets sales answer questions like, “What’s the Internet of Everything, anyway?”.

KEY FINDINGS

5 KEY FINDINGS

What mobile apps do you believe will have the greatest impact on productivity and/orROI?

Apps for customers Email/calendar/contacts Role/function-specific apps

Apps for partners Microsoft Oﬃce Administrative apps (e.g. HR, expense reporting, etc.)

(Rate 1-5, 1=Little or no impact; 5=High impact)

4.04 4.03 3.86 3.53 3.53 3.49 1 2 3 4 5

CONTINUED FROM PAGE 4

6 KEY FINDINGS

When asked about challenges to achieving mobility goals, security was most fre tion of mobile application usage and development in the enterprise.

Less frequent but still a concern was lack of budget (41%) and poor quality of apps poor quality of apps could be related. (One way organizations can increase the quality of their apps is through user app testing, ensuring that the best possible app is released.)

Issues related to managing mobility programs are also high on respondents’ lists agement tools as important challenges.

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Deployment momentum shows no sign of slowing. Respondents overwhelmingly indicate they are in the midst of large scale deployments to thousands of users (and given the context of the survey, we believe the users in question are employees).

that timeframe.

KEY FINDINGS

How many users do you expect to equip with

mobile apps within the next two years?

0% 5% 10% 15% 20% 25% 30% 35% More than 5,000 33% 500 or fewer 20% 2,001 to 3,000 18% 501 to 1,000 10% 3,001 to 4,000 8% 1,001 to 2,000 7% 4,001 to 5,000 5%

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Respondents described the types of investments they are making to drive adoption. Creating apps for business processes was a strong focus, followed by investments new form of process optimization for most respondents.

ness processes; this means internal app development or partners developing apps).

metrics about their mobility programs.

What investments are you making to increase

mobile app adoption? Creating more apps to address

core business processes Training Analytics

Help desk Agile development cycle with user input UI/UX improvements 53% 49% 43% 39% 35% 31%

KEY FINDINGS

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Respondents state that analytics track app usage, platform usage, and use by in

That’s surprising given their security concerns and indicates a need for metrics about managing security and data leakage.

KEY FINDINGS

Do you have visibility into the following metrics for your mobility program?

0% 10% 20% 30% 40% 50% 60% 70%

Data loss/device loss Where apps are used How frequently apps are used

Platform usage Who is using apps Which apps are used Network usage 29% 36% 39% 46% 47% 54% 66%

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After analyzing the data, it became clear that some participants are happier than were with adoption and found that satisfaction with adoption follows a normal dis high satisfaction. This begged a question: what are those with high satisfaction do

WHAT’S DRIVING SATISFACTION?

How satisfied are you with the adoption

of mobile apps in your organization?

1 2 3 4 5

(Rate 1-5, 1=Unsatisfied; 5=Very Satisfied)

Low satisfaction Average satisfaction High satisfaction

40% 35% 30% 25% 20% 15% 10% 5% 0% 6% 22% 34% 28% 7%

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It seemed likely that the companies that were best at supporting business processes

Participants were asked about the source of their apps, whether internally devel oped, custom developed by a partner, purchased from a vendor, or available from public app stores. They stated what proportion of apps in each category they had currently deployed or planned to create.

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

What is the source of your mobile apps?

By satisfaction with adoption Current Planned

High Satisfaction Internally developed 17% 57% Low Satisfaction 32% 54% Average Satisfaction 38% 35% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% High Satisfaction

Custom developed by partner

20% 37% Low Satisfaction 14% 43% Average Satisfaction 32% 32% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Vendor developed High Satisfaction 66% 14% Low Satisfaction 54% 32% Average Satisfaction 38% 26% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% High Satisfaction Public apps Low Satisfaction 46% 18% 46% Average Satisfaction 44% 18% 14%

WHAT’S DRIVING SATISFACTION?

The numbers in each category do not add up to 100% because participants could indicate that they did not plan to deploy apps from a particular source by checking

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Custom apps include internally developed apps and apps developed by partners. as those in public app stores.

THE MOST SATISFIED DEVELOP MORE CUSTOM APPS

Those with low satisfaction do have plans to create custom apps, with 54% men apps on their behalf. This indicates an across the board acknowledgment of the main goal for enterprise mobility: to improve business processes and presumably accelerate business itself.

AND USE MORE APPS OVERALL

overall, with more apps available for users.

To balance out this point of “more apps,” it must be noted that apps are far more narrowly focused than desktop applications, so more apps are required to provide

WHAT’S DRIVING SATISFACTION?

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Participants were asked what strategies they were using to drive adoption. It seemed

WHAT’S DRIVING SATISFACTION?

What strategies are you using to drive app adoption? By satisfaction with adoption Current Planned

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

High Satisfaction

Internal promotion of available apps

43% 40% Low Satisfaction 11% 50% Average Satisfaction 18% 59% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% High Satisfaction

App management software

29% 60% Low Satisfaction 7% 54% Average Satisfaction 26% 59% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% High Satisfaction BYOD 31% 60% Low Satisfaction 54% 32% Average Satisfaction 44% 38% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% High Satisfaction

Private app store

Average Satisfaction 29% 32% Low Satisfaction 11% 25% 40% 31% High Satisfaction Help desk Low Satisfaction 32% 36% Average Satisfaction 50% 15% 26% 66% _SatisfactionHigh Gamification Average Satisfaction 15% Low Satisfaction 11% 31% 11%

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Promoting apps

Deploying app management software enterprise app stores

Providing a help desk

to drive adoption (11% versus 0% of

INTERNAL PROMOTION

sense because they’re also more focused on creating custom apps. A company is much more likely to promote custom apps because they are excited and in vested in them.

adoption.

WHAT’S DRIVING SATISFACTION?

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APP MANAGEMENT

of its own apps, it stands to reason that app management is a greater focus. App management software supports the entire app lifecycle, including adding apps, ensuring they are secure, and deploying them to all relevant users. Apps and content are secured in a way that is integrated with the enterprise security infrastructure.

The large investment in app management is likely the strongest evidence that the

We can also see app management software becoming pervasive in the future,

them plan to deploy app management software.

ENTERPRISE APP STORES

Like the app store on your phone, having an enterprise app store makes it easier for users to discover apps that can help them do their jobs. Many more of those

WHAT’S DRIVING SATISFACTION?

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HELP DESK

If people can’t make mobile apps work for them, they stop using them. How can you

Help desks appear to be an easy way to improve adoption. Some app management

remotely.

GAMIFICATION

WHAT’S DRIVING SATISFACTION?

17 RECOMMENDATIONS

ness process improvement are the most sought after and produce the best results.

The most frequently cited investment to increase adoption of mobile apps is spondents.

adoption among users.

Here are a few additional recommendations based on my own research and observations about successful enterprise mobility programs:

Invest in app management software and enterprise app stores.

Do not wait to invest in app management and enterprise app stores. It is clear

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Be sure to segment your users.

and talents that must be taken into account. Think like a marketer and create formal segmentation and improve it over time.

Consider the technology setup of the people you are supporting.

While we are all mobile, we are also not only mobile. Consider how to support the use of an app in all the contexts in which users work.

It is crucial to understand how are you going to allocate business processes across devices and platforms.

Lower the cost of implementing and deploying apps.

Hybrid web apps are a great way to easily mobilize internal websites. create apps rapidly.

By deploying such apps with proper analytics, you can learn what people need.

RECOMMENDATIONS

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To speed up app development, invest in an API.

A program to improve management and operational skills of APIs is a crucial enabler for mobile app development.

Choose the right form for each application. sus smartphone for example).

Patterns for developing apps will quickly emerge. Use them to your advantage. App patterns include supporting a role, supporting one process step, or pre senting data.

Strategies for management and maintenance will vary based on the needs of the apps.

Successful mobility programs should make it as easy and low cost as possible to experiment with new types of apps to support business processes and should use Metrics and analytics are key for evaluating where to deploy resources in creating evaluate mobility management solutions in order to provide those metrics and ad

RECOMMENDATIONS

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ABOUT CITO RESEARCH

CITO Research is a source of news, analysis, research and knowledge for CIOs, CTOs, IT and business professionals. CITO Research engages in a dialogue with its audi ence to capture technology trends that are harvested, analyzed and communicated

ABOUT OUR SPONSOR

Apperian is a mobile application management (MAM) company. The Apperian EASE platform delivers enterprise mobility services that enable many of the world’s larg est corporations to securely manage the full lifecycle of mobile apps for iOS, Android and Blackberry. Apperian is empowering the liberated enterprise to support the BYOD revolution.

ACKNOWLEDGMENTS

www.citoresearch.com

CITO Research APPERIAN. Executive Enterprise Mobility Report

Executive Enterprise

Mobility Report

2014

APPERIAN

1

INTRODUCTION

TABLE OF CONTENTS

2

How We Did It and Who Participated

SURVEY NUTS AND BOLTS

TABLE OF CONTENTS

3

KEY FINDINGS

TABLE OF CONTENTS

4

KEY FINDINGS

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KEY FINDINGS

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KEY FINDINGS

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KEY FINDINGS

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KEY FINDINGS

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KEY FINDINGS

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WHAT’S DRIVING SATISFACTION?

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WHAT’S DRIVING SATISFACTION?

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WHAT’S DRIVING SATISFACTION?

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WHAT’S DRIVING SATISFACTION?

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WHAT’S DRIVING SATISFACTION?

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WHAT’S DRIVING SATISFACTION?

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WHAT’S DRIVING SATISFACTION?

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RECOMMENDATIONS

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RECOMMENDATIONS

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RECOMMENDATIONS

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ACKNOWLEDGMENTS

TABLE OF CONTENTS