enterprise mobility · 2015-03-26 · business leaders need to weigh up the pros and cons of...

Enterprise MobilityProductive working on the move

talktalkbusiness.co.uk/mobilityIn association with

1 Executive summary

2 Introducing enterprise mobility

3Why is mobility important?

4Challenges for mobility

5 Supporting enterprise mobility

6 Fixed to mobile convergence (FMC)

7 Bring-your-own-device (BYOD)

8Unified communications

9 Selecting a mobility provider

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talktalkbusiness.co.uk/mobility

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Moving forwards with mobility

Businesses are constantly looking for ways to improve the way they operate, targeting cost reduction, higher productivity gains and improved competitiveness. Used effectively, enterprise mobility can help achieve each of these goals.

As companies pursue greater agility and flexibility, they have a range of tools and devices at their disposal - including mobile phones, smartphones and media tablets. These solutions free professionals from the confines of the office, helping them to work more effectively when they are away from a fixed location.

However, the use of mobility solutions also creates challenges for businesses. The security of data remains a key concern, particularly when employees look to use personal devices on corporate networks.

Business leaders need to weigh up the pros and cons of mobilising their workforce by, considering how mobile solutions can make their companies more competitive. Enterprise mobility is already happening in 99% of organisations - so the question is not whether to adopt, but how to make the most of it.

Where a case for adoption is established, companies then need to take the necessary steps towards a successful deployment.

1Executive summary


In an ever-more competitive business environment, companies face the dual challenge of raising productivity and profitability while reducing their overall cost base. With budgets remaining under pressure, they are looking for new ways to boost output and maximise efficiency. Many firms turn to technology to achieve this goal - seeking greater operational efficiency and maximum revenues.

Businesses often find themselves trapped in a certain way of working, lacking the vision, foresight or courage to instigate positive change. But applied in the right way, IT can help companies overcome the inflexibility of traditional operating processes. As the online revolution steps up a gear, this will only become more important. Rival companies are harnessing technology for competitive gain, and this is forcing the laggards to contemplate modernisation.

Innovations such as business grade connectivity, hosted services and integrated IT are having a deeply transformative effect on the business landscape - creating various opportunities for those prepared to embrace change. Inspired and supported by these forces, enterprise mobility is having an equally revolutionary impact. Its dynamic nature is changing the rules for businesses - irrevocably affecting the way they work, trade and communicate.

2 Introducing Enterprise Mobility

“Enterprise mobility is the ability for an enterprise to communicate with suppliers, partners, employees, assets, products and customers irrespective of location.” Forrester Research, global research and advisory firm28


As more sophisticated mobile working devices reach the market, the critical nature of ‘always-on’ availability is becoming more readily apparent. Business leaders are looking to add mobile capability, leading to increased device adoption and shifting patterns in the workplace.

Some 43% of corporations claimed to have embraced mobility by the end of 2011, up from 38% the previous year. And research from the European Commission puts this figure even higher at 52%, up from 36% in 2010 .

More people are being given the flexibility to choose when and where they work - with IDC expecting the number of mobile employees to reach 1.3 billion by 2015 - 37.2% of the global workforce . Businesses cite a number of reasons for allowing or actively encouraging employees to work remotely.

These include:

Productivity gains With mobility solutions, people are empowered to work as and when they choose. Firms are able to reduce workflows which waste time, with employees able to access correspondence, files and documents on-demand. Good Technology reported that 93% of employees now work away from the office for some of the time, with 20% doing so in order to impress their boss . A recent study of home workers pointed to a 13 per cent rise in productivity levels.

3Why is mobility important?


Time within which response to emails is expected - Mesmo Consultancy5

48hrs24hrs12hrs2hrs1hr30mins15mins

5 10 15 20 25 300

Streamlined processesEntire transactions can be carried out using mobile apps, including planning, negotiation, exchange of signatures, legal paperwork and fund transfers. Business processes can be accelerated, allowing time and energy to be utilised elsewhere.

Greater customer satisfactionWith personal mobile devices offering constant connectivity, consumers’ own expectations are rising. Some 25% expect a response to emails within an hour, and more than a third within two hours.

With mobile solutions, 24/7 real-time communication is a possibility for businesses, helping them to meet such demands and ensure customer loyalty.

Increased employee moraleMobility solutions allow employees to tailor their working day and establish a better work/life balance. Offering this flexibility can help firms attract and retain staff, while improving productivity rates. Generation Y employees in particular are eager to remain connected at all times, having grown up with constant access to the internet and mobile devices. Vodafone found that 18% of employers are experiencing ‘significant demand’ for mobility among staff, with another 57% reporting ‘some level of demand’.

Financial gainMobile solutions can offer indirect return on investment through increased productivity and better customer service, which translates into greater profits. While an initial investment may be required, operational costs can be slashed by moving processes online. Mobile devices also eliminate the need for business travel - a ‘key benefit’ for 35% of employers.

Business continuityIn circumstances where employees cannot get into work, they can use mobile solutions to carry on with daily tasks remotely. Some 1.5 million of London’s five million employees worked from an alternative location during the 2012 Olympic Games, eager to avoid travel disruption in the capital.


Businesses embracing enterprise mobility

“Mobile solutions remove the lengthy commute time that workers have to put up with which can affect morale and even physical health. It certainly gives them more time to spend working for the business.” Phil McCabe, Senior Policy Adviser, Forum of Private Business

“Mobile technology is a fixture in the workplace. Just in the last two to three years it has become far more popular and far more personalised.Organisations have gradually adopted flexible working policies and as a result have had to invest in a lot of technology over the last five to ten years.” Nick McQuire, Research Director, Enterprise Mobility Strategies EMEA, IDC

Europeancommission

36% 201052% 2011

Vodafone 38% 201043% 2011

Enterprise mobility may offer multiple benefits, but as with any revolution, there are also issues to consider that have an impact on the enterprise. Some companies remain reluctant to embrace mobility, with specific fears including the following:

Cost of investmentBusinesses do not want to spend large chunks of their IT budget investing in mobility and the necessary support, connectivity and security. However, such companies need to consider the return on investment offered by a mobilised workforce. Do the gains stemming from improved employee morale, increased productivity and an enhanced service offering not outweigh the initial capital expenditure?

Loss of management controlEmpowering employees to work flexibly, out of the office, means greater autonomy for staff - threatening the traditional power hierarchy. However, the consumerisation of IT is well underway in the workplace, as employees become increasingly connected through their mobile devices. Companies can fight this change, keeping faith with traditional ways of operating. But are they not better off looking to capitalise on a mobilised and increasingly tech-savvy workforce?

Security and complianceData breaches lead to fines and reputational damage, which companies can ill-afford. Firms rely upon employees to behave responsibly, look after mobile devices and adhere to best practice. But with more employees using personal devices in the workplace, businesses are also experiencing issues with data segregation. How can companies ensure corporate data is kept secure/encrypted without preventing consumers from accessing their own personal information?

Risk of overworkingThe average employee reportedly spends 15 hours a month completing additional work using mobility solutions . But could these initial productivity gains be wiped out by burnout, loss of engagement and reduced output in the long term?

4Challenges for mobility



A variety of mobile solutions offering voice and data connectivity exist for business leaders and employees seeking additional flexibility, agility and availability:

Mobile phones• Strengths - Portability, ease of use, low cost• Weaknesses - Basic features, internet quality

Mobile phones have come a long way since the 1G and 2G versions of the 1980s and 1990s, which offered basic voice - and later text - functionality along with a somewhat variable quality of service. Technological advances such as the advent of basic data transmission, aligned with the increased portability of handsets, longer battery life and reduced costs, eased mobiles into the mainstream.

Virtually all handsets now offer 3G voice, text and internet services, and for a number of years have been seen as a key business accessory - particularly for companies with a mobile workforce. Organisations with mobile employees are no longer reliant on landline services - they have been able to add speed, flexibility and efficiency to a variety of business processes.

However, the smartphone is putting the market for entry-level mobile devices under increasing pressure. Sales growth for traditional mobile phones slumped to 1% in Q2 2012 , as businesses and consumers demanded handsets with greater functionality.

Increasingly firms are opting for devices with greater ease of use, more features and enhanced security options. In many cases, companies simply want to be able to do more with the mobile device.

5Supporting enterprise mobility

Traditional mobile sales growth

Smartphone sales growth

Sales growth for traditional mobile phonesslumped to 1% in Q2 2012 as smartphones dominate market


Smart phones• Strengths - Screen size, touchscreen keyboard, functionality,

connectivity• Weaknesses - Cost, physical security, risk of damage

Smartphones offer a wider range of features than the standard mobiles and digital assistants which preceded them, with enhanced browsers, communication tools and organisational features helping professionals work more effectively on the move. With thousands of apps available, these devices go far beyond basic voice and data connectivity, supporting almost every conceivable business function.

As costs have fallen, more companies have seen the benefit in paying a slight premium for a higher quality of service - particularly with employees eager to work remotely.

As such, smartphones are gradually cannibalising the traditional mobile market. Shipments accounted for 36.7% of total mobile sales in Q2 2012, growing at a rate of 42.1%.

Two-fifths of UK adults now own a smartphone, with the same proportion using their handsets as their primary means of accessing the internet . New models are continuing to emerge, delivering increased functionality and value for professional people, both in and out of the office.

Shipments of smartphones accounted for 36.7% of total mobile salesin Q2 2012


Tablets• Strengths - screen size, immediate connectivity, practicality, range

of apps, media features• Weaknesses - durability, highly desirable, data security risk

The popularity of these portable, touch-screen devices since the launch of the Apple iPad in 2010 has coincided with - and contributed to - falling demand for traditional laptops and desktop PCs. According to Ofcom, ownership rates increased from 2% of the UK population in Q1 2011 to 11% a year later . Tablet ownership is set to increase by 200% by 2014 , meaning more employees will look to integrate these devices with the corporate infrastructure.

Despite their appeal as a leisure accessory, business roles have been quickly identified for tablets - both front-of-house and back-office. Employees are using the devices to support collaborative working, to create and deliver presentations and to communicate on the move. Employees on the front line are using touch-screen devices to support the sales process - accessing data and product information which may influence consumer choices in-store.

“Leaders are finding legitimate business use [for tablets] and redefining processes for ‘ready at hand’ moments where other computer types are not as well adapted. Anywhere you once saw people carrying a clipboard or lugging printed reference material, you’ll find an application for a tablet.” David Willis, Vice-President, Gartner

“But not all tablet apps are created equal from an enterprise perspective. Businesses must evaluate tablet apps based on functionality and business process integration, user factors, system integration, management and security, application architecture and vendor viability.” David Willis, Vice-President, Gartner

Dongles/USB Modems• Strengths - easy setup, portable, universal nature• Weaknesses - inflexibility, speed

With a dongle - offering 3G connectivity when plugged into a USB port - users can transform portable devices such as laptops into genuine mobile solutions. In the absence of a fixed-line or Wi-Fi connection, users can access the internet, supporting employee productivity on the move. With pay-as-you-go options available, many firms consume data on a flexible, ad hoc basis, avoiding long-term cost commitments.

Mobile broadband adoption rates are fast-rising - from 268 million in 2007 to 614 million in 2009 to 1.186 billion in 2011. Ericsson expects global coverage to reach 85% by 2017, up from around 50%, as data traffic rises 15-fold. And with penetration and reliability increasing, more firms are using mobile broadband as a business continuity measure. For many companies, 3G failover helps to mitigate the effects of a network outage, ensuring internet connectivity is maintained.


“For the newer, high-tech, emerging industries, and office-based positions, these mobile communications technologies are revolutionising the way people work.” Phil McCabe, Senior Policy Adviser, Forum of Private Business

Businesses can take a crucial step towards greater enterprise mobility by removing the distinction between fixed and mobile networks. The seamless handover of calls and other forms of communication from one platform to the other - through fixed to mobile convergence (FMC) - enables firms to work more efficiently and cost-effectively on the move.

FMC solutions allow employees to speak to and collaborate with customers, colleagues and partners over both fixed and mobile platforms. Encompassing voice, email, chat and instant messaging, FMC systems offer the same user experience in and out of the office, whether individuals are using a desktop handset or a smartphone. This means workers can communicate through their channel of choice - or that of the other party - from any location.

FMC solutions enable mobile workers to use a single device, phone number and voice mail wherever they are based - helping them to manage workloads and inbound/outbound communication. But crucially, they also make people more reachable. With FMC, there is more chance of the employee making a timely response, which can have a positive impact on both customer satisfaction and workforce productivity.

One of the FMC solutions that is widely available is ‘twinning’ - also referred to as mobility extension. This proves to be a valuable asset when key individuals are working away from the office. Firms are able to twin their fixed and mobile devices, ensuring calls can be taken at any time, in any location. Both the landline and mobile/smartphone rings until one is answered, reducing the risk of important conversations being missed. The time spent chasing up messages left on landlines can also be reduced.

Companies may utilise common private branch exchange features such as three-party conference, split, swap, hold and transfer - allowing them to manage voice as effectively as possible. Calls made or answered in the office on a mobile phone can also be handed back to the desk, while landline to mobile diverts may be available. In addition, firms are able to process long-distance mobile calls as outbound from their communication system - allowing them to spend less on voice while gaining functionality.

6Fixed to mobile convergence (FMC)


Consumerisation of ITHaving benefited from smartphones in their personal lives, employees are eager to use them in the workplace too. Individuals feel they can work more effectively using solutions they are familiar with and fully understand. The question for businesses is whether to support employees’ own devices on company networks, or require them to use corporate mobility solutions instead. This is emerging as a key battleground between tech-savvy workers and their security conscious employers.

Some 84% of employees use the same mobile device for personal use and work , and 54% believe it is their right to do so, rather than a privilege .

Benefits and risksThere is evidence to suggest that bring-your-own-device (BYOD) schemes boost productivity - with 47% of employees agreeing their personal devices are more effective for work than company equivalents . But for some businesses, the trade-off between productivity gains and loss of organisational control remains too risky. Security and compliance fears weigh heavily on their minds, leading to restrictive policies on the use of consumer smartphones and tablets at work.

Some 76% of businesses say they feel at risk as a result of BYOD, with only 37% feeling ready to support consumer IT in-house.

Responding to changeBut increasingly companies are realising that prohibiting consumer devices may not actually work - Fortinet found that 36% of workers are willing to disregard bans on the use of personal devices . Fearful of alienating their staff by hampering efforts to work more effectively, firms are adopting a more pragmatic approach - embracing BYOD, rather than wasting valuable resources combatting it.

An Information Week poll found that 56% of employers are now accepting of consumer-centric technology, compared to just 32% in 2010.

Company bosses are also aware they can reduce capital expenditure via BYOD, as some workers will use their own paid-for consumer devices. Businesses will still need to invest in some communal solutions - they cannot force employees to buy their own devices. However, they may not have to purchase mobile handsets for every member of staff.

7Bring-your-own-device (BYOD)


Mobile device managementWith BYOD increasing the risks of security exposure and potential data segregation issues, firms are adopting risk management strategies to ease their concerns.

Some 83% of companies now require employees to install mobile security software , while 24% have introduced a password management system .

Where businesses do allow BYOD, it is imperative they devote sufficient resources to mobile device management (MDM), a discipline which is becoming ever-more important. They need to ensure responsibilities for managing the service and security of mobile devices are properly assigned, internally or externally. MDM helps firms secure, monitor, manage and support devices across their operations, ensuring greater functionality and availability. By controlling and protecting data and configuration settings for all mobile devices, they may be able to manage risk more effectively and focus on adding value, rather than limiting losses.

Action plan for BYOD• Gauge the appetite for consumer and corporate devices in the

workplaces• Consider whether the pros - greater productivity, raised morale,

reduced costs - outweigh the cons - security, compliance and loss of centralised control

• Consider the impact of managing the cost/usage element of employee-owned devices

• Ensure network connectivity is adequate and fit-for-purpose• Determine the specific devices that can be used on company

networks• Assess whether there are any individuals/groups who should not

have BYOD permission• Establish a set of policies for the use of consumer IT in the

workplace, and draft a user agreement which must be signed by employees

• Deliver training on security best practice, outlining rights and responsibilities and the creation and roll out of a new BYOD policy

• Set employees’ expectations at an appropriate level which can be managed

• Brief the IT department on its device management and BYOD support role

• Establish whether subsidies will be available for devices/data/applications

• Prepare the network, determining how access and connectivity will be provided

• Ensure all mobile devices used on the network are password-protected and encrypted

• Conduct periodic reviews of the strategy once implemented, measuring against overall business goals

• Keep abreast of the latest industry developments, innovations and emerging practices


“The era of fully supporting company-owned devices is giving way to an era of managed diversity in which tiered support for employee-owned, consumer-class devices is the norm.” Terrence Cosgrove, Research Director, Gartner


While the addition of smartphones, tablets or other solutions in isolation may help businesses improve particular processes, the real productivity gains come from integrating and unifying mobility into the overall communications infrastructure. When business leaders, employees and consumers are able to converse across multiple channels, the benefits are multiplied.

Some 78% of employers believe they could raise productivity with more integrated communications - a consideration which should not be overlooked. In addition to the convergence of technology, by consolidating suppliers, firms can benefit from economies of scale - ensuring lower management overheads and reduced IT spend.

Business leaders often have a vision for greater mobility in the enterprise, but are found wanting when it comes to technical expertise. They have a variety of options as they target increased agility and flexibility, but little awareness of the subtleties which translate into major gains or missed opportunities. This is where a managed service provider can add value, using their specialist industry knowledge and experience to deliver a solution that spans across a multitude of telephony disciplines. By profiling each client business, they can recommend a package of solutions that is the best commercial and operational fit.

8Unified Communications

Deploying appropriate mobility solutions becomes a much simpler task when companies enlist the help of an industry specialist. These providers have the skills, knowledge and experience required to deliver vital support before, during and after deployment.

When selecting for a mobility partner, companies should consider a number of factors:

Are a broad range of solutions available?Enterprise mobility is continually evolving as new solutions reach the market. The rapid progression from mobiles, to smartphones, to tablets, to fixed to mobile convergence, to a full unified communications solution emphasises the need for a wider market view and capability. Mobility providers should be able to offer solutions which best meet their customers’ needs and have the flexibility to offer a completely tailored solution.

Does the provider offer practical assistance? The provider should take the time to consider your existing communications infrastructure and medium to long-term strategic goals. The provider then needs to help the business understand the various technologies available, and explain the practical benefits of mobility and the potential for an integrated communications solution.

Is the provider’s network future-proofed? Whether the provider runs its own network, or piggybacks on another firm’s infrastructure, it must be scalable and able to cope with rising demands. Allot Communications reported an 83% rise in data traffic during Q4 2011 alone , while Strategy Analytics expects 172 million more mobile users within five years .

Is network coverage sufficient?Businesses require data connectivity at all times, so they must be operating in a networked area. As mobile investment continues, more and more locations are being connected. This is helping to alleviate concerns over coverage where network challenges have been faced in the past with legacy solutions.

9Selecting a mobility provider



Does the provider offer a wider solution portfolio?For firms seeking maximum value from mobility, convergence with fixed solutions is a must. Fixed to mobile convergence and unified communications offer great benefits for businesses, including enhanced collaboration, access and user presence, so the provider should ideally operate over both platforms.

Is the pricing structure appropriate?Researching mobility solutions should offer insight into typical pricing - firms need to understand what they are getting for their money. If providers are charging more, what value-added services are they offering? And if mobility solutions are surprisingly cheap, is this indicative of a low quality service?

Are service-level agreements sufficiently rigid?Firms need full understanding of their specific roles and responsibilities, plus those of the mobility provider. Expectations should be clearly defined on both sides of the agreement, with minimum performance standards outlined at the outset.

Does the provider offer strategic insight?Businesses usually require specialist support as they develop mobile plans - they want full strategic partners rather than just suppliers. Does the company have the knowledge, expertise and experience to add the necessary insight?

Is the partnership sufficiently flexible?Flexibility and scalability will be vital as companies’ needs evolve over time. Providers should be willing to commit to periodic service reviews, ensuring the firm achieves maximum value from its mobility investment.

Can the mobility provider be trusted?Mobility providers should be fully transparent, in terms of their ethos, commercial aims, practices and finances. Potential customers may wish to consider characteristics such as the company location, history and industry reputation. References from former/existing customers should be available.

While most business leaders have welcomed the advent of mobility solutions, and been eager to tap into their various benefits, some still feel as if they are being dragged out of their comfort zone.

Reservations over security, complexity, device management and human resourcing continue to occupy their thoughts, even when confronted with a pressing commercial case for adoption. The way such companies respond to these pressures going forward will help determine their future success.

In order to compete on price and service quality, and maintain customer loyalty, companies need the same productivity and efficiency tools as their rivals. And given the increasingly ubiquitous nature of portable, connected devices, there is no turning back on enterprise mobility. Companies will never revert to the rigid, limited communications infrastructures of old - meaning firms need to react. They must overcome any lingering concerns and embrace the mobile revolution, or it will ultimately consume them.

By adopting a positive but measured approach, businesses of all shapes and sizes can benefit from enterprise mobility - whether by allowing employees to work more effectively, by streamlining processes, or strengthening customer relationships. Confronting the challenges head-on enables the many advantages of the platform to shine through - adding significant organisational value. With effective risk management strategies in place, companies can use mobility tools to raise productivity, drive efficiencies and minimise costs. And in doing so, they can become nimbler, healthier businesses, better equipped to attain future growth.

10Moving forwards with mobility


Vodafone: CIO Pain Points Survey 2011: making mobile working...work (05/12)

European Commission: Eurostat (11/12)

IDC: Mobile Worker Population to Reach 1.3 Billion by 2015, According to IDC (01/12)

Good Technology: Good Technology Survey Reveals Americans are Working More, but on their Own Schedule (07/12)

Mesmo Consultancy: Email overload – twenty five percent expect a reply within one hour (11/12)

Vodafone: CIO Pain Points Survey 2011: making mobile working...work (05/12)

Vodafone: The future of communications - how will it change the way you work tomorrow? (04/12)

Daily Telegraph: (London Chamber of Commerce) London 2012 Workers stay at home to avoid the crush (07/12)

Good Technology: Good Technology Survey Reveals Americans are Working More, but on their Own Schedule (07/12)

IDC: Strong Demand for Smartphones in Second Quarter Continues to Drive the Worldwide Mobile Phone Market, According to IDC (07/12)

Ofcom: UK is now texting more than talking (07/12)

Futuresource: Tablet ownership to increase by 200% in USA and Western Europe in the next two years (04/12)

International Telecommunication Union: Key Global Telecom Indicators for the World Telecommunication Service Sector (11/11)

Ericsson: Traffic and Market Report (11/11)

Coalfire: 47 Percent of Users Lack a Password on Smartphones Accessing Company Files (08/12)

Fortinet: Fortinet Global Survey Reveals ‘First Generation’ BYOD Workers Pose Serious Security Challenges to Corporate IT Systems (06/12)

DQM Group: Speakman, T. (Filemaker) Mobile working: a headache or a business benefit? (08/12)

Forrester Consulting, Juniper Networks: Enterprises rethink IT strategy to support rising bring your own device adoption (08/12)

11References


Fortinet: Fortinet Internet Security Census 2012 (06/12)

Information Week Reports: 2012 Consumerization of IT Survey (05/12)

Trend Micro: Consumerization is Here: Surveys from Trend Micro Confirm that BYOD is Overtaking the Workplace and That Device Security is Top Concern (08/12)

Coalfire: Coalfire survey reveals 84 per cent of respondents use the same mobile device for personal use and work; more than half report their companies have no mobile device usage policy (08/12)

Vodafone: The future of communications - how will it change the way you work tomorrow? (04/12)

Allot Communications: MobileTrends Report (02/12)

Strategy Analytics: Mobile Broadband Subscriptions on Tablets to Grow 7x in Next Five Years (08/12)

Forrester Research: Enterprise Mobility - A Client Choice Report Mobility Becomes An Integral Part Of Firms’ Network Strategy (07/07)

Gartner: Gartner Identifies Top 10 Commercial Business Applications for Tablet Devices (11/11)

Gartner: Gartner Says Mobile Device Management Is Essential for IT Success (05/12)

This white paper was written by NewsReach on behalf of TalkTalk Business, 2012.

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