In this report, Aberdeen takes an in-depth look at how best-in-class organizations are using mobile messaging to improve productivity and customer service. They also define the steps that can help your organization deploy a best-in-class enterprise mobile messaging solution.
The Enterprise Mobile Messaging Benchmark Report
Executive Summary
Key Business Value Findings . Enterprises are moving beyond e-mail for enterprise mobile messaging - 68% of organizations surveyed have two or more mobile messaging applications in place and 30% have three or more; . Security is overall, the biggest challenge to the mass adoption of mobile messag-ing solutions; . 67% of Best-in-Class organizations have an infrastructure in place that can sup-port a platform that unifies all mobile messaging applications; . Best-in-Class organizations are four times more likely than the industry average to understand the benefits of unified mobile messaging solutions.
Implications & Analysis . 80% of Best-in-Class organizations are using enterprise mobile messaging solu-tions to interact with and develop closer ties with their customers; . Best-in-Class organizations are using mobile messaging more in Customer Ser-vice and Sales departments than in the IT Department, while laggards still use messaging mostly in the IT department; . 55% of organizations see security as the top challenge for deploying mobile mes-saging solutions, but only 30% are taking action to address that challenge.
Recommendations for Action . Define business metrics such as time savings or increased customer responsive-ness to determine the value of mobile messaging projects; . Develop a centralized system for managing mobile messaging solutions; . Improve communication across divisions about the needs for mobile messaging to ensure that the proper solutions are deployed in the appropriate departments; . Integrate mobile messaging solutions with back-end hardware and software solu-tions to streamline the IT department's management of those solutions.
Table of Contents
Executive Summary .............................................................................................. i Key Business Value Findings.......................................................................... i Implications & Analysis ................................................................................... i Recommendations for Action.......................................................................... i
Chapter One: Issue at Hand.................................................................................1 The Emergence of Mobile Messaging ........................................................... 2 Unifying Mobile Messaging............................................................................ 4 Challenges in Adopting Mobile Messaging Solutions..................................... 5
Chapter Two: Key Business Value Findings .........................................................6 Challenges and Responses........................................................................... 7 Mobile Messaging Needs to Be Integrated With Other Back-End Solutions.. 8
Chapter Three: Implications & Analysis.............................................................10 Process, Organization, and Knowledge....................................................... 11 Technology Usage ....................................................................................... 12 Pressures, Actions, Capabilities, Enablers (PACE)...................................... 13
Chapter Four: Recommendations for Action ......................................................15 Laggard Steps to Success........................................................................... 16 Industry Norm Steps to Success ................................................................. 17 Best in Class Next Steps ............................................................................. 17
Author Profile .....................................................................................................18
Featured Underwriters .......................................................................................19
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