Global Survey: Consumer Technologies Are Changing Long-Standing Business Processes and Work Cultures – and Impacting the Bottom-Line
Total Page：16
File Type：pdf, Size：1020Kb
Global Survey: Consumer Technologies are Changing Long-Standing Business Processes and Work Cultures – And Impacting the Bottom-Line FLEXIBLE PROCESSES COLLABORATIVE ANDMOBILE ENGAGING EXPERIENCES CUSTOMER CENTRIC Executive Summary Work Redesigned Work Redesigned Research shows that companies are enabling consumer technologies to allow employees to get work done in new ways. Consumer devices are storming the workplace Companies are deriving greater value from consumer technologies of companies report most employees use 60% personal computing devices at work are more likely to report improved sales and new 73% customer acquisition through the use of their collaboration tools than other companies Employees use Basic smartphones 54% report greater ability in bringing new and tablets for 42% Advanced basic and 58% products and services to market advanced business 33% Basic are more likely to report functions: 54% increased profits than 33% Advanced businesses not embracing change The gap between C-level Companies are redesigning executives and IT leaders hinders business processes to widespread embrace of new capitalize on this reality technologies to enable new ways of getting work done of companies have changed at least 70% one business process of C-Suite executives are focused on 56% capitalizing on potential benefits of companies have changed at least 20% four or more business processes of IT Leaders are focusing on 55% minimizing potential risks Learn more. Visit us at www.avanade.com/workredesigned ©2013 Avanade Inc. All rights reserved. 1 Executive Summary Work Redesigned Recently this dynamic has begun to shift. In the past, technology use Survey Methodology: Avanade’s survey was By now, it’s well-known that the use of conducted by independent research firm Wakefield at work has been dictated certain technologies in the workplace is Research. It surveyed 599 C-level executives, business increasingly being influenced by employees. by business requirements. unit leaders, and IT decision makers, ages 18 and older, Corporate policies, business processes and at the top companies in the following countries: U.S., Executives authorized organizational roles are catching up with Australia, Belgium, Brazil, Canada, Denmark, Finland, technology purchases the changes ushered in by these employee- France, Germany, Italy, Malaysia, the Netherlands, driven technologies, especially mobile Norway, Singapore, South Africa, Spain, Sweden, based on corporate needs devices and consumer technologies. Switzerland and the U.K. The study was conducted and objectives – new between August 20 and September 13, 2012 What has been less known is if and how regulations led to email business and IT leaders were capitalizing on Mobile and Consumer Technologies Lead archiving systems and these disruptive technologies to improve the Shift; Executives Enable the Change business results. Until now. Mobility is becoming the norm. According bigger customer rosters to Morgan Stanley Market Trends, in 2012 led to centralized customer Avanade research shows that the majority more than half of network devices will ship of companies globally report widespread without a wired port. Incredibly powerful relationship management use of consumer and mobile technologies and convenient mobile phones and (CRM) systems. in the workplace. This is accompanied by tablets are driving consumer technologies extensive change in more relaxed and deeper into the workplace. According to inclusive workplace policies and improved Juniper Research, there are over 150 million collaboration among employees. As a result, smartphones and tablets used in the these new technologies and policies are enterprise today and this figure is expected leading to fundamental changes in how to more than double to 350 million by 2014. work gets done. New research from Avanade shows that In September 2012 Avanade surveyed large companies are open to change – even nearly 600 executives and IT decision- if it disrupts “business as usual.” Rather makers in 19 countries about the impact than shut out mobile and consumer of the employee-driven workplace and technologies, Avanade’s survey of business how companies are taking advantage of and IT executives shows companies are not this shift. Results showed that the most only embracing these technologies in the progressive businesses are building entirely workplace, they’re enabling them. new business processes around these trends – and seeing surprising impact in For example, more than six in ten companies growth, product development, employee (61 percent) report the majority of their satisfaction and collaboration. employees now use personal computing devices in the workplace. Avanade research shows that 54 percent report the majority of their employees use smartphones for basic work tasks such as checking email, reading online documents and managing schedules. 60% But the way tablets are being used in work of companies report settings is more surprising – it breaks with most employees use conventional wisdom. personal computing devices at work ©2013 Avanade Inc. All rights reserved. 2 Executive Summary Work Redesigned Like smartphone use above, one-third of companies (33 percent) report the majority of their employees use tablets for basic work tasks. Further, the exact same number Employees use smartphones of respondents – 33 percent – report the and tablets for both basic and majority of their employees use tablets for advanced business purposes such as CRM, advanced business functions project management, content creation and data analysis. This finding dispels conventional wisdom that tablets are primarily designed as content consumption only positively impacts the lives of devices. And it shows how engrained these employees at work but also outside of devices have become in the workplace in work. Employees will have more flexible less than three years since the original iPad work schedules, feel less stressed out launched. about work and will feel more passionate and engaged about the work they do.” Avanade’s January 2012 study of the consumerization of IT reveals that Companies are taking notice of the benefits business leaders support the shift from of emerging technologies. It turns out, this content consumption to the use of core broad adoption of mobile and consumer enterprise functions on personal devices. technologies is causing companies to In fact, 65 percent of company leaders said rethink their policies and business processes creating content or accessing business to manage and take advantage of these applications is an acceptable use of technologies in the workplace. personal devices at work. Business Processes are Being Personal smartphones and tablets are Built to Capitalize on Mobile and increasingly being used by employees Consumer Technologies for a wider variety of advanced We are witnessing a profound redesign of the business purposes, including improving building blocks of business – roles, processes collaboration. In fact, collaboration is and policies – in order to take advantage becoming a key piece of the puzzle for of mobile and consumer technologies in companies focused on this new way of the workplace. Avanade’s research reveals work. In an interview with CIO Magazine, many executives and IT decision-makers Jacob Morgan, author of “The Collaborative are modifying business processes in key Organization,” stressed the importance functions such as sales and marketing, and of collaboration in the enterprise. Morgan critical roles inside companies, such as HR, noted that, “When organizations invest in collaboration tools and strategies, it not Over 70% of companies have changed at least one business process ©2013 Avanade Inc. All rights reserved. 3 Executive Summary Work Redesigned to leverage mobile devices and other The research shows that IT and HR are seen For example: consumer technologies to their company’s as each playing roles (51 percent cite IT; 28 • Stronger sales – Companies are benefit. percent cite HR) in creating and supporting deriving greater value from collaboration new styles of work that include the use technologies. They are 73 percent more Rather than dictating technology use, of consumer tablets and smartphones for likely to report improved sales and new corporate policies and processes are, in this both basic and advanced business purposes. customer acquisition through the use case, playing catch-up with technology. Mobile and consumer technologies are of their collaboration tools than other being more deeply embedded in business companies. As a result, many executives are taking organizations and their processes. • Increased profits – Companies that have steps to adjust their business to realize the adopted emerging mobile and consumer potential of this trend. In fact, more than 7 Over time, a growing number of companies technologies, and established progressive out of 10 (71 percent) companies surveyed have become more comfortable with policies and business processes to support have changed at least one business process consumer technologies in the workplace. them, also see positive business impact. – including IT management, sales and Arguably, we have reached a tipping point Those companies are 54 percent more likely marketing, HR, customer services – in an in acceptance, and now rather than fighting to report increased profits than businesses effort to leverage these emerging mobile to keep personal devices out, companies not leveraging these technologies, policies and consumer trends. Notably, 20 percent