CIO 100_OpenMarket_Mobile Engagement_Presentation

Guiding Your Enterprise to Mobile Success Steve French, Global VP, Product Management August 19, 2014

Agenda

• About OpenMarket • Technology Trends Fueling Mobile • The Significance of Mobile Engagement • Guidance: Mobile Strategy & Reality • Case Study • Summary • Q&A

Proprietary & Confidential to OpenMarket 2

About OpenMarket


About OpenMarket

4

Supporting 4 of the Top 10 most respected global

brands1

40% of mobile messaging

vendors rely on OpenMarket2

Over 1 billion mobile messaging interactions each

month

Offices in Seattle, Detroit, London,

Sydney & Pune, India

A division of Amdocs (NASDAQ: DOX)

Smart, interactive connectivity to over

200 countries

1 Harris Interactive 2013

2 Forrester Mobile Messaging Vendor Overview Report 2013

For more than 15 years, OpenMarket has been a leading provider of mobile solutions for enterprises to engage with their customers and employees

Proprietary & Confidential to OpenMarket

Technology Trends Fueling Mobile

5 Proprietary & Confidential to OpenMarket


Technology Trends

MOBILE DEVICES ENTERPRISE CONSUMERIZATION

With more than a billion smartphones in use, mobile is driving a second Internet revolution that may prove more profound than the first one.

84% of CIOs are focusing on mobility solutions to support better customer

engagement Personal cloud, mobile, social, BYOD,

etc.

CLOUD

67% of CIOs are actively looking into how cloud technologies can better serve

their customers


The Mobile Explosion

of businesses are prioritizing mobile as a way to be more responsive

to customers

BUSINESSES NEED TO REACH THEM

84% 3+ Billion

A CONNECTED WORLD

mobile subscribers and 6B devices globally

TEXT MESSAGING

SMS is the most frequently used aspect of the mobile phone. 90% of SMS

messages are opened within 3 minutes

#1

90%

of the US population has at least one mobile phone

CONSUMERS ARE MOBILE TODAY

MOBILE APPS

61% of mobile phones are smartphones and users spend on average over 2 hours

a day on mobile apps

61%

INVESTING IN MOBILE

90%

of companies are looking to sustain or increase investments in mobile

over the next year

Mobile Engagement


The Significance of Mobile Engagement

Use the mobile channel to transform your business by engaging with your customers and employees to enhance relationships, optimize business operations and create a competitive advantage


Customer Engagement

Feedback & Surveys

Emergency Alerts

Employee Engagement

Wellness Updates

Corp. Communications

Appointment Management

Offers & Promotions

Shipping Notifications

Service Scheduling & Alerts

Mobile Apps


Request a Car Flight Check-in Rewards Program Mobile Banking

Mobile Messaging


Customer Survey Order Alert Promotional Travel Update

Apps vs Messaging


Mobile Apps Mobile Messaging

Device Support

User Acquisition & Adoption

Customer Type

Frequency of Use

Features/Capabilities

Regulated Information

Time to Market

Smartphones & Tablets

Discovery, download, learn

High value/power users

Generally low

Access to device capabilities (e.g. camera, phone, GPS)

Potentially

3 to 6+ months

All mobile phones

Native support, #1 most frequently used feature

All mobile phone users

High

SMS, MMS, clickable URLs, click-to-call

Depends on use case

1 to 8 weeks

Guidance


Develop Your Mobile Strategy

IDENTIFY BUSINESS OBJECTIVES


EVALUATE MOBILE CHANNELS

FIND YOUR MOBILE MOMENTS

SOLUTIONS, APIs OR IN-HOUSE DEVELOPMENT

VENDOR SELECTION POINT SOLUTIONS, PLATFORM, EXPERIENCE, STABILITY


Reality

What’s Really Happening Potential Issues

LOB managers independently implementing solutions (rogue IT purchasing)

Single use case focus

Building in-house “not made here”

Mobile application bias

• Vendor management • Data fragmentation • Less visibility/oversight for IT

• Potential inability to support new use cases or customization

• Limited extensibility to scale across organization

• Distraction from core business • Increased cost/time to develop new non-core

technologies • Huge burden on already over taxed IT

• Limited reach – smart phones only • Discovery, download, & learning challenges • High support requirements (multiple OS support) • Incongruent with end user needs/wants

Mobile Engagement Case Study


Company Profile & Initial Needs

Company Profile • Global Retailer of mobile phones, computers and

tablets

Objectives • Improve customer experience • Lower support costs

Mobile Opportunity • Improve customer touch point w/ technical

support to more effectively diagnose mobile phones issues


Channel, Solution & Benefits

Channel Requirements • Global reach • Customer familiarity

Solution: Text Initiated Diagnostics • Via SMS, technical support advisors could send

customers a link that when accessed would perform diagnostics on the customer’s mobile phone

Benefits • Improved customer experience • Streamlined communications via channel customers

are familiar with • Quicker resolution of mobile phone issues • Reduction in customer support calls


Additional Use Cases Deployed

Operations & Logistics • Order/Shipment updates sent via SMS

IT & Security • Multiple SMS-based 2 Factor Authentication

services to enhance security and prevent fraud

Customer Service • SMS confirmation of new service and product

protection plans • SMS reminders and confirmation for in-store

appointments


Summary


Summary

• The technology environment for businesses is rapidly changing and fueling the growth of mobile engagement

• Mobile engagement has the power to transform your business

• IT, more than ever, needs to partner with other business leaders to drive the mobile strategy across the entire organization


Q&A


Steve French, Global VP of Product Management [email protected]

Text CIO to 10991 to receive a free copy of our white paper on Mobile Engagement.

mailto:[email protected]

Documents

CIO 100_OpenMarket_Mobile Engagement_Presentation