Mobile Messaging and What it Means To Business Productivity

1. Mobile Messaging and What it Means To Business Productivity Jon Lei, CEO Roaming Messenger October 20, 2005

2. Benefits of Mobility • Enable end-users to access mission-critical data and applications anywhere, anytime • Empower users with accurate and timely information and business tools • Improve the quality and speed of decision- making • Speed up flow of information between the business frontline and backend systems • Enable agile business processes for the real-time enterprise

3. Agenda • Mobile Networks and Devices • Mobile Messaging Technologies • Put it All Together for Business Productivity • How Do You Go Mobile?!

4. Mobile Networks • WAN Infrastructure – Carrier Networks • Provided by carriers to “cover the sky” • GPRS, iDEN, W-CDMA, 3G • LAN Infrastructure – Office Networks • Replaces network cables in the wall to “cover the office space” • PAN Infrastructure – Personal Networks • Replaces device cables to cover “the personal space” • WAN + LAN + PAN = Total Connectivity

5. Mobile Networks • Fast wireless data networks are the catalysts to user productivity at the mobile edge • 2.5 G (100 Kbps)  3.G (2 Mbps) • 4G (100Mbps)

6. Mobile Devices Old School New School • Voice • Paging • Text Message • Voice • E-mail • Pictures • Security • GPS • Business Apps

7. Mobile Messaging Technology • Trend towards increased interactivity with users • At the point of business • At the moment of need

8. Mobile Messaging Technology Direct 2-way integration into line of business applications Free Form Messaging (Data) Application Messaging (Events, Workflow) Use GPS to direct the message and the content Act on embedded content; IMAGE, PICTURE, MAP, URL Smart Messaging View Embedded Content Pager Cell Phone PDA Blackberry Smart phone Laptop Desktop Email Open Attachment IM Real-time Chat SMS Flat Message Text Message Receive only Text Message Receive and send Email PDA/Blackberry Pager Cell phone Rich End-user Exper ience Flat End-user Technology

9. Multiple Personal Devices Not just one device, but many, depending upon location and type of work Challenge #1: Need to support for multiple devices Challenge #2: Need to manage presence

10. Multi-Device Messaging Static Messaging Cell Phone Line of Business Application Mobile Messaging Gateway

11. Multi-Device Messaging Dynamic Smart Messaging Cell Phone Line of Business Application Mobile Messaging Gateway Smart Phone Personal Computer Closing the Loop

12. Mobile Messaging Security • Ensuring end-to-end security • Network level - SSL • Message level – 3DES Encryption • Device level – User Password • Security of device-resident data • Remote wipe for lost devices • Self-expiring data elements

13. Putting it All Together For Business

14. Business Applications • Customer Service Response • Field Service Management • Insurance Claims • Financial Services • Emergency Response and Prevention in Homeland Security • Healthcare

15. Business Applications • Healthcare Mobile messaging will be a critical part of tomorrow’s safety net. Most clinical systems incorrectly assume that all caregivers who need patient information are always on hospital premises. Messaging systems must get the right information in the right way to the right people in a timely manner, regardless of their location. To alleviate this problem, vendors are improving how systems can push and pull information to and from caregivers, who could be located in a variety of places, using an array of devices.

16. Case Study • Business: Trucking company • Problem: Truck dispatching system required drivers to constantly call in with load pickup times and estimated delivery times. Frequent call center over load causes drivers to wait 40 minutes, multiple times per day. • Solution: Blackberry devices were given to drivers. Dispatch system sends smart messages and work orders wirelessly to Blackberry devices with drop-down menus, data input, etc. Driver’s responses go right back to the dispatch system. • Result: More than 400 hours of driver productivity per day and 50% decrease in call center volume.

17. Rolling Out Mobile Messaging Step 1: Identify your business goals Step 2: Review your business processes for “Mobile Improvements” Step 3: Select the right messaging technology

18. Step 1: Identify Your Productivity Goals • Identify key metrics • Faster response times • Reduced resource needs • Increased production • Identify key people • Identify critical • information Incident Response Field Service CRM Patient Care Customer Service Productivity

19. Step 2: Review Your Business Processes for “Mobile Improvements” Typical Business Process Event A Event B Event C Event D Mobile Business Process Event A Event B Event C Event D

20. Step 2: Review Your Business Processes for “Mobile Improvements” • Mobile worker’s manual steps (fax, copy, request paper documents, complete paper forms, etc.) • Repetitive interactions between in-house personnel and mobile personnel (i.e. call centers) Do they only need data or real-time verbal communication? Multiple requests for “static” data • Time lag in interactions between mobile personnel (Despite current available mobile technology) • Pinch points in document flow (i.e., sales itineraries, vouchers, customer logs) • Multi-stage approval processes Does your mobile worker have “dead” time waiting for approvals • Disparate data collection (in the field) and input methods (in-house)

21. Step 3: Selecting the Right Technology • Voicemail • Wait to be checked • Notify only • SMS • Notify only • Limited data • No security • Email • Lost in SPAM • Check too late • Not very secure • Good for free form communication, not purposeful application workflow • Smart Messaging • Persistent tracking of recipients • User interaction at the point of receipt • Multi-device support • 2-way response • Audit trail of workflow progress

22. Step 3: Selecting the Right Technology Direct 2-way integration into line of business applications Free Form Messaging (Data) Application Messaging (Events, Workflow) Use GPS to direct the message and the content Act on embedded content; IMAGE, PICTURE, MAP, URL Real-time Interactive Messaging View Embedded Content Pager Cell Phone PDA Blackberry Smart phone Laptop Desktop Email Open Attachment IM Real-time Chat SMS Flat Message Text Message Receive only Text Message Receive and send Email PDA/Blackberry Pager Cell phone Rich End-user Exper ience Flat End-user Technology

23. Email 10/5 (8:43AM): Request price of Infiniti G35 via website. 10/6 (10:26 AM) No response from dealer; Infiniti HQ sends email asking if price has been received 10/6 (1:00PM) Email back to Infiniti HQ saying that no contact by dealer has been made. 10/7 (10 PM) Requests price quote from a second dealer via email. 10/8 (11 AM) Email received from second dealer with price quote. 10/10 ( 2PM) Email from first dealer with price quote and telephone number to call for test drive. 10/10 (7 PM) Prospect calls dealer and is routed to voice mail. Elapsed time: 5 days Customer frustrated. First dealer is out of the running! Smart Messaging 10/5 (8:43 AM): Request for price of Infiniti G35 via website. 10/5 (8:44 AM) Driven by workflow process in web application, request for price quote reaches sales rep on his Blackberry. Interactive form with prospect’s information, car model and options ,list and invoice prices. Check box to indicate % of discount off list price; calculates profit. Sales rep select discount % and generates price quote. From his Blackberry, sales rep sends price quote to supervisor for approval. Supervisor receives quote on Windows SmartPhone. Selects “ok” and sends back to sales rep. Sales rep receives okay on price quote. Clicks “Send to Prospect” and quote is sent. 10/5 (9:00AM) Prospect receives automated price quote from sales rep on his laptop with price and option to schedule test drivel. Prospect enters desired time and date of test drive and clicks “submit”. 10/5 (9:15AM) Dealer rep receives test drive appointment. Clicks ok and appointment is entered into his calendar. Confirmation message sent back to prospect. Elapsed time: 45 minutes Vendor seen as responsive to customer. Going into closing mode Email vs. Smart Messaging Request for Price Quote

24. The Optimal Messaging Technology Workflow rules Location Based Services Business Processes + + + = Smart Messaging Application Content update Documents + + • Enable business processes and workflow • Incorporate essential content • Find the right person • Allow him to “act” in the field • Securely return information back to the enterprise

25. Summary • Smart interactive messaging can speed up your business processes • Speeding up business processes means increased business productivity and efficiency • To get started: • Clearly define your productivity goal • Identify your opportunity to make “mobility improvements” to your processes • Select the right messaging technology

26. Thank You Jon Lei CEO, Roaming Messenger www.roamingmessenger.com 805 683 7626