Avanade Work Redesigned (fra IT-Trender, mai 2013)
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Transcript of Avanade Work Redesigned (fra IT-Trender, mai 2013)
© Copyright 2013 Avanade Inc. All Rights Reserved.
The Avanade name and logo are registered trademarks in the US and other countries.
Espen Sletteng-Fagerli, CTO Avanade Norway
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Work Redesigned
© Copyright 2013 Avanade Inc. All Rights Reserved.
Work Redesigned
Work Redesigned is a vision for enterprises to get work done in new ways, and change business processes to improve agility, respond faster to market changes and delight customers.
© Copyright 2013 Avanade Inc. All Rights Reserved. 3
Work is changing
© Copyright 2013 Avanade Inc. All Rights Reserved.
• New set of expectations
• Evolving approaches to work
• New opportunities
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What we’re seeing
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Work RedesignedWhat the modern enterprise looks like
COLLABORATIVE
AND MOBILE
ENGAGING
EXPERIENCES
FLEXIBLE
PROCESSES
CUSTOMER
CENTRIC
© Copyright 2013 Avanade Inc. All Rights Reserved.
Enterprises are collaborative, mobile
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• Virtual and interactive
• Accessible from anywhere
• Easily searched, consumed, shared
Faster, fluid, more productive exchanges and results.
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US pharmacy wants to transform traditional
paper-based, manual prescription hospital services
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Business situation
• One of largest U.S. drugstore chains
• Increasing frequency of bedside patient consults driving costs upwards
• Desire to increase customer loyalty and cross-sell home prescription delivery and home care
• Security is critical given exposure to health care records
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Sarah, an Rx Technician, fills
patient prescriptions at their
bedside, and helps patients
get answers to their drug
questions.
Beth, a pharmacist, helps
patients understand their
medications via live video.
US pharmacy improves the service experience with collaborative mobile bedside prescription delivery
John, a patient, leaves
the hospital with all the
prescriptions and information
he needs for care at home.
Mary, an executive,
can increase customer
loyalty, and cross sell while
reducing costs through more
efficient use of resources.
How does it work? Avanade is delivering…
• Windows 8 app for capturing prescription and patient information
• Lync video conferencing enables bedside pharmacist consult
• Simple, intuitive interface that’s easy to use.
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Supported by flexible business processes
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• Adaptableand digitized
• Automated and self-served
• Personalized and continuous
Accelerate the pace of work and build a foundation for growth.
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Spanish bank replaces paper workflows with mobile-
enabled, flexible processes to advance its vision
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Business situation
• One of the largest banks in Spain
• Wanted to advance a vision to become the bank of the future
• Sees technology as integral to innovating its business
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Employees collaborating on loan
approvals can review transactions,
comment and document decisions
in-person, in-real time, speeding
up the approval process.
Spanish bank replaces paper workflows with mobile-enabled, flexible processes to advance its vision
Daniela, a branch financial advisor,
can have more productive
conversations with customers.
Ricardo, an executive, can advance
bank goal of green IT through digitized
workflows, while enabling greater
transparency and collaboration.
How does it work? Avanade is delivering…
• Windows 8 tablets for branch financial advisors to use for sales conversations
• Embedded tablets in bank meeting rooms to support greater collaboration, digitization of paper workflows
• Back end systems integration, enabling headquarter employees to do work on touch-screen Windows 8 tablets
© Copyright 2013 Avanade Inc. All Rights Reserved.
Avanade is building a Dynamics AX Point of Sale application that connects with Windows Phone and a card reader. Cross platform prototypes of iOS and Android. The mobile devices also enable Delta to push real-time communications to flight staff.
Airline needed to modernize and enable 21,000 flight attendants globally to manage, sell and track on-board sales to customers.
The solution provides flight attendants with a feature-rich device that better enables them to perform their jobs, enables delta to reduce credit card loss, and allows customers to purchase a larger variety of services while in flight.
Instantly verifiable transactions, more sales
Flexible, mobile app
Enabling real-time in-flight POS solution
Global airline redesigned in-flight
business processes
In-flight POS and mobile collaboration: Redesigned in-flight business processes for a personalized customer experience while equipping crew with real-time access to airline data and communications.
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They offer engaging experiences
• Multiple ways to engage
• Useful, usable and beautiful experiences
• Personalized content
Tailored interactions to improve satisfaction, productivity.
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Large food retailer seeks to improve online shopping experience ahead of planned expansion
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Business situation
• Wants to improve process for fulfilling online orders from customers
• Current process is time consuming and has a high error rate, frustrating customers
• Saw an opportunity to speed up order fulfillment while also minimizing errors, leading to increased customer satisfaction.
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Mobile-enabled order fulfillment helps large food retailer improve service quality and lower costs
Emily, an executive, can ensure
customers are completely happy, while
minimizing costs from incorrect orders,
and more efficient use of resources.
Simon, an online fulfillment worker,
can fill customer orders faster and more
accurately, easily locating and matching
the right products for the right order.
How does it work? Avanade is delivering…
• Embedded Windows 8 slate within each fulfillment shopping cart
• App that offers detailed product information, location, visual, and more, plus and visuals to quickly match items to specific orders
Janet, an online customer, gets her
order delivered exactly right, on time.
She is happy with the services and
willing to shop online again.
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And are customer centric
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• Continuous monitoring of customer trends
• Adapt to stay in-tune with customer values, needs
• Open dialogue channels
Align products and services to customer value
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How to get started?
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Approaches to Work Redesigned
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• Start small
• Involve cross-section of your people
• Enable quick wins, and build from there
How to begin the journey to Work Redesigned
• Storyboard ideas
• Test with proof-of-concepts, short pilots
• Refine and expand
Proof-of-concept with 1 store, 1 user group, or 1 plane
© Copyright 2013 Avanade Inc. All Rights Reserved. 20
Work Redesigned
© Copyright 2013 Avanade Inc. All Rights Reserved.
Mobile customers create the exact vehicle and options they want with a rich virtual interior and exterior experience, customizing their desired model with features like paint, wheels and trim.
Bring a high touch showroom experience to the mobile consumer. Enable mobile customers to access an application to customize vehicles from anywhere and on any device.
Allows dealership sales force to increase its up-sell opportunities, provide premier customer service and improve deal closure rates in a complex sales cycle.
Increased sales opportunities
Personalized, high-touch engagement
Enhancing the customer experience
Mobile automotive configurator: Designed a better way to engage customers off the showroom floor with a mobile, smart car configuration tool.
Automobile manufacturer configurator
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Processes of focus
Sales and field force enablement.
Order fulfillment and distribution.
Distributed teaming.Process automation and compliance
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