How IBM Enabled its Worldwide Sales Force with Mobile Technologies

Speaker

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Chris Pepin is a member of the Mobile Sales Experience team for the IBM Office of the CIO and is based in Somers, NY

@ChrisPepinhttp://www.linkedin.com/in/chrispepin

Please Note:

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• IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s solediscretion.

• Information regarding potential future products is intended to outline our general product direction and it should not be relied on in making a purchasing decision.

• The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. Information about potential future products may not be incorporated into any contract.

• The development, release, and timing of any future features or functionality described for our products remains at our sole discretion.

• Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will experience will vary depending upon many factors, including considerations such as the amount of multiprogramming in the user’s job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve results similar to those stated here.

Mobile is changing how sellers and clients interact

• Personalized interaction• “Empowered by knowing, illuminated by data”• Increased speed and responsiveness

• Improved responsiveness to clients, competition, and co-workers through real-time access to systems

• Enhanced collaboration across sales teams• Improved experience through a consistent platform that

increases productivity and flexibilty

For sellers

For clients

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In response, IBM launched the Mobile Sales Experience program

MISSIONDeliver a core suite of apps, capabilities, and

content that enable sellers to engage their clients more effectively while improving their own

productivity

SocialMobileCloud Analytics

Reduce seller time

Grow revenue

Seller Productivity

Client Value

Client

Enable Systems of Engagement

Enabling Seller Transformation

Seller

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MobileFirst, Mobile@IBM and Mobile Sales Experience

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IBM MobileFirst

Mobile@IBM

IBM Mobile Sales

Experience

Drives IBM’s mobile strategy by creating a

transformational mobile experience for IBM

employeesEnables IBM sellers to engage clients more effectively and improve their productivity using iPad tablets and IBM mobile sales apps

Enable clients to become a mobile business by leveraging IBM’s end-to-end MobileFirst solutions

IBM Mobile Sales Experience approach

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Education and supportiPad tablets

Mobile tools and

applications

Sellers

Education and supportto drive adoption and usage

Deploy iPad tabletsto 40,000 client-facing sellers

Provide tools and appsto enable client engagement and seller productivity

40,000 iPad Air tablets have been distributed to worldwide sellers

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64GB storage

Cellular data plan

Bluetooth keyboard (optional)

VGA/HDMI adaptor

Screen coverAppleCare for

Enterprise

IBM’s five step iPad deployment process

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Sourcing

Deployment

ActivationSupport

Management

13 months from 1st deployment to 40,000th iPad

IBM sources iPad tablets from dozens of authorized resellers worldwide

IBM worked with Apple and worldwide resellers to create an iPad seller kit consisting of the iPad, case, keyboard, Lightning to HDMI/VGA adaptor and instructions

Two authorized resellers provided 60% worldwide coverage

Middle East, Africa and Latin America required the most resellers – one per country

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Sourcing

Deployment

ActivationSupport

Management

iPad seller kit ships to sellers worldwide

Depending on the country, the Apple iPad seller kit is shipped

1. Direct to the seller’s home

2. To an IBM office where the seller picks it up

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Sourcing

Deployment

ActivationSupport

Management

iPad activation is automated for IBM sellers

The objective was to make setup and configuration as easy as possible through automation

Automatically configure the iPad and install sales applications

Enable cellular data as well as network connectivity to the IBM network

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Sourcing

Deployment

ActivationSupport

Management

Apple and IBM automation streamlines iPad setup and configuration

Apple Device Enrollment Program (DEP) and IBM MaaS360 Mobile Device Management (MDM) eliminates manual configuration

Apple DEP automatically installs IBM MaaS360 Mobile Device Management when the iPad is first turned on

IBM MaaS360 configures device settings and installs sales applications

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The IBM seller mobile app bundle has a variety of seller apps

IBM internal developed apps

Third-party apps

IBM MobileFirst apps

Native, web and hybrid apps

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Examples of IBM seller apps

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Client Alerts: System that informs key execs via Alerts to mobile device and email about client incidents as well as resolution.

Listening Post: Seller ‘one-stop shop to learn and discuss topics around mobility.

Client Collaboration HUB: Internal client/ territory/ industry specific shared workspace.

AccountCare Live: Mobile client health solution with real time access to account specific information.

Conversations: Collateral and presentation tools needed for client interactions.

SalesConnect: Opportunity management and forecasting

FirstRain Orion: Access real-time business analytics on prospects, customers, competitors, market trends and more

Solution Seeker: Best of breed IBM solutions and solution design accelerators.

Sales TrackerIntegrated view of earnings, quota, and opportunities, with ability to model potential achievement

Example of IBM seller apps – continued

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Box: file sync and share, electronic notes, file viewing, round-trip editing with Microsoft Office

Microsoft Office edit Word, Powerpoint, Excel documents, presentations and spreadsheets

Email, contacts and calendar: naitive iOS and IBM Verse mobile apps

Safari and VPN on Demand: web browser access to the IBM corporate intranet

IBM Connections Chat presence, instant messaging, audio and video chat and telephony

IBM Connections: Social software for business includes people, communities, blogs, files, wikis, activities and more

A day in the life of an IBM seller

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Read and respond to e-mail using iOS e-mailor IBM Verse

Keep up to date with client and industry news with FirstRain

Check the status of client issues using AccountCare Live

Prepare for client meeting by researching IBM solutions in with Conversations

Locate a subject matter expert to assist with the client presentation using IBM Expertise and chat online using IBM Connections Chat

Rehearse the client presentation with the IBM team using IBM Meetings

Get directions to the client site qith Apple Maps

Deliver client presentation using Microsoft Powerpoint mobile and Box EMM

Access the IBM intranet to access sales information at the client site via Safari and VPN on Demand

Demonstrate the IBM MobileFirst Expert Tech app to the client

Share results of meeting on Client Collaboration Hub to build client interaction history

Update SalesConnectwith the results of the client meeting and next steps

Send the client a follow-up email after the meeting

Refine the client solution using Solution Seeker

Send a client an electronic contact with IBMeSignature for signature

BEFORE THE MEETING AFTER THE MEETINGIN CLIENT MEETINGS

View existing collateral with IBM Connecrions

Support and education is critical to iPad adoption and usage

SupportHardware (e.g. AppleCare for Enterprise)iOSApp

EducationOn demandScheduled

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Sourcing

Deployment

ActivationSupport

Management

Support

Online help

“Upside down” help desk

Online seller community

Mobile Expert Bars

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Education

“Micro-moment” videos & podcasts

Tips

Webinars

Seminars

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IBM sellers use a range of Apple devices…

iPad Apple TV

MacBook

iPad

Apple Watch

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iPhone

…as well as devices from other vendors to conduct IBM business

Android smartphone

Android watch

Windows PC Chromecast

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Android tablet

Management and reporting solutions protects IBM data and tracks usage

IBM MaaS360 Mobile Device Management and mobile app management

Key metrics include active iPad tablets, app installs and app usage

Seller satisfaction surveys and success stories

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Sourcing

Deployment

ActivationSupport

Management

iPad delivers tangible benefits for IBM sellers

Sellers have used their iPad with clients

92% 54% 57%

Sellers have seen improvement in the quality of client engagements from use of iPad and mobile apps

Sellers report they gain the most benefit from the iPad and apps with access to mail, calendar, and presentations anytime

1.6 hr

Seller Time Savings per week with iPad and apps vs traditional laptop

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What IBM learned in deploying 40,000 iPad tablets to sellers

• The partnership with Apple and worldwide resellers was critical to the worldwide seller iPad rollout

• Automate setup, install and configuration whenever possible to remove the burden from sellers

• Communicate with sellers frequently and leverage mobile and social channels

• “Mobile Expert Bars” are a big hit and a great way to engage with sellers

• Listen and respond to the voice of the seller• Establish an agile culture and continuously

improve. Don’t strive for perfection out of the gate25

New case study now available on IBM.com

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“I travel throughout Europe tomultiple countries each week, and the iPad and apps aremaking a huge difference!”

Andrew Barnes, Chief Engineer, IBM, iPad user, Ireland

Read more at http://ibm.biz/msecasestudy

Related sessions

“Secure the Mobile Enterprise: How the IBM CIO Protects Mobile Devices, Data, Access and Users”Bill Tworek, IBM Office of the CIO. Tuesday, February 23, 2:30pm -3:30pm

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Thank you!

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@ChrisPepinhttp://www.linkedin.com/in/chrispepin

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Questions

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Notices and Disclaimers

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Copyright © 2016 by International Business Machines Corporation (IBM). No part of this document may be reproduced or transmitted in any form without written permission from IBM.

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Notices and Disclaimers Con’t.

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