Has your organization adopted mobile technology for key business process? Do you measure the return on mobile investments? Constellation Research’s latest report measured mobile adoption and the return on mobility investments across 42 key business processes across various industries. The results revealed rate of adoption of mobility across business processes and that early adopters of mobile technology have seen real ROI results.
The research measures four key front office functions (sales, services, marketing and product development) and four back office functions (including product delivery, procurement, finance and HR). Not surprisingly, front office processes like sales, service and marketing drive the biggest mobile ROI opportunities.
Sales: Sales is the most popular business process for mobility. 28% of the surveyed organizations had metrics in place to measure ROI of mobile sales. By mobilizing the sales function, organizations saw an average of 9.5% decrease in sales cycles, 17% increase in cross-sell rate, and 8% increase in up-sell rate.
Services: Service and support function is the second most popular business process impacted by mobility. 27% of the surveyed organizations measure ROI of mobility on issue-to-resolution function. These organizations have reduced issue resolution time by 8% by mobilizing the function, 16% reduction in customer churn, and 18% higher satisfaction rate of issue resolution.
Marketing: Surveyed organizations have seen significant return by mobilizing the marketing function: 22% higher return on promotions, 28% increase in loyalty program sign-up, and 33% increase in engagement rate.
HR: Mobile investments are not just centered on front office functions. Providing employee’s mobile access to key HR functions increases employee engagement. Organizations that mobilized the HR function have seen 47% higher employee engagement in HR processes and a 34% reduction in employee
Although mobile ROI is still in its early stages, leading organizations are gaining significant benefits from successful deployment of mobility across business processes. Get access to full report to learn about key mobile metrics to measure and detailed results on ROI across business processes.