With the ubiquity of mobile technology I’m sure we’ve all had our experiences with texting, a mobile marketing campaign or two, QR codes and apps. I don’t think we need to discuss the proliferation of the technology or how businesses have realized that a customer-facing mobile strategy is no longer a luxury but an absolute necessity. However, what we don’t see on a day-to-day basis are the behind the scenes uses of mobility and how industries are leveraging that technology to gain an edge over their competitors by increasing their operational efficiencies.
Operational efficiencies are the capabilities of an enterprise to deliver products or services to its customers in the most cost-effective manner possible while still ensuring the high quality of its products, service and support. Increased operational efficiencies enable a company to achieve higher profit margins and be more successful in highly competitive markets.
So, how are companies using mobile to stay more competitive? A good example comes from the cable and utilities sector. Imagine how convenient it would be for the customer to order services on the go via their mobile device and pay for them using secure mobile transactions. Need an installation? How about text alerts when the technician is half an hour from your doorstep instead of having to wait around the house all day or proactive alerts when there are service outages and updates on when they’ll be restored. Have a bad experience with the installation technician? Just complete an automated, true-dialogue SMS survey and the utility company would be afforded the opportunity to rectify the situation immediately before it hit the social media channels. All of these examples have the same underlying theme: the ability to interact and act upon real-time information on the go….the power of mobile
Now, imagine the benefit of this real-time information and apply it to call-centers, manufacturing, warehousing, inventory and shipping and you can very clearly see why companies are understanding the true business value of mobile technology not only for marketing purposes but for their equally important operational efficiencies, as well.