BYOD: Intensive Setup Ensures a Successful Implementation

shutterstock_292636697The debate today isn’t whether or not to implement a bring your own device (BYOD) program — it’s how to best go about making the transition to BYOD as smooth as possible. Many businesses have learned that a BYOD program improves productivity and reduces costs. A 2014 survey by research firm Tech Pro found that 74% of businesses surveyed either had an existing BYOD program or were planning to create one.

Despite the popularity of BYOD programs, moving from work devices to employee-owned devices is not an instant switch. Businesses need to be mindful of the fact that planning and maintaining will be required until the transition is complete. There are four major steps that a business can follow to make this transition as smooth as possible.

1) Have a Clear Goal

A business with a clear vision for its BYOD program will be able to implement it smoothly and efficiently. Some benefits of determining a goal in advance include:

  • easier management,
  • higher productivity, and
  • happier employees.

With a clear end goal, everyone involved in the BYOD implementation process will know what they are trying to achieve and why.

2) Communicate with IT

Good communication with the IT department is key to successfully implementing a BYOD program. Businesses should answer two key questions before beginning the BYOD program:

  • What devices are supported?
  • Of those devices, what will the business allow to be used?

An employee could potentially use their cell phone, tablet, and/or laptop or other personal computer in a BYOD program. Businesses should know which devices their IT department can best handle. For more uniformity of devices used, businesses could also look into partnering with a vendor that will allow employees to buy devices at a discount. This will make for easier management and streamline any repair or troubleshooting processes.

3) Carefully Create the BYOD Policy

There are many factors to consider when creating a BYOD policy, including:

  • Participants in the program
  • Eligible devices
  • Levels of employee access to business data
  • Security considerations
  • Whether or not to install a monitoring program
  • What to do if a device is lost or damaged
  • How much control the business will have over installed and banned apps
  • The exit process for an employee who is leaving the business

4) Train Employees

Once setup is complete, it’s important to ensure that all employees who are a part of the program have been properly trained. Communication is again key here; a meeting should be scheduled in person and employees should be aware of the policy regarding BYOD. Initial training will likely take time and resources, but once training is complete and the program is in place, future updates should be quick and efficient.

A BYOD program may seem like a lot of work, but it will soon lead to increased productivity and decreased costs. By being prepared beforehand, a business can ensure that the transition is as smooth and streamlined as possible.

Customer Service Trends to Watch

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Customer service is one of the most important aspects of an organization, but businesses are only just beginning to use it as a competitive advantage. While self-service is popular, it’s only one part of the bigger customer service experience. Other trends include:

  • Chief Customer Officers (CCOs)
  • Mobile devices
  • In-store beacons
  • Real-time analytics
  • A focus on the customer experience

Self-Service

More and more customers are becoming digital natives. This competence can be beneficial to businesses that offer self-service support. However, it is important for companies to have an accessible advanced search, which will enable customers to solve the majority of issues on their own. Not only does it foster customer satisfaction, but it can reduce costs for the business.

CCOs

Strengthening the relationship with the customer is becoming the purview of the CCO. As a high-level executive, the CCO is responsible for keeping all members of the C-suite focused on maintaining and improving customer service.

Mobile Devices

Mobile devices will continue to overtake more classic devices like home desktops. This not only aids in accessibility, but also means that there will be more data input from smart machines and the Internet of Things (IoT). The traditional creation of applications will need to be overhauled in order to more closely align to mobile use.

Businesses can use this to their customer service advantage by considering mobile first when creating or buying applications. A customer’s previous interactions, information, current location, and interests will enable businesses to make real-time decisions.

In-Store Beacons

There’s a fine line to walk when deploying in-store beacons; too many can cause customers to simply delete the app. However, reaching the right customer with relevant information at the right time can improve the customer experience.

Real-Time Analytics

Understanding customer patterns can be key to providing them with efficient and excellent customer service. CRM companies are beginning to offer applications with real-time analytics and the ability to process big data. Businesses can use this information to analyze customer patterns and find ways to improve, which will lead to happier customers and increased sales.

According to the 2014 CRM/Unified Commerce Benchmark Survey from Boston Retail Partners, real-time analytics are currently used by 22 percent of retailers. This number is expected to grow to 61 percent by 2017. These businesses are showing a focus on the customer experience, which will enable them to continue to be competitive in their industry.

Focus on the Customer Experience

By 2019, the market for customer experience management is expected to reach $8.9 billion. This is a result of businesses turning their focus toward customer service, but there is still a need to improve the experience for the customer.

To maintain customer loyalty, businesses should focus on how customers interact with their products and services, and determine how customer touchpoints can be improved. Loyal customers expect businesses to know their preferences, and by focusing on the customer, businesses are able to make the experience more personalized and trustworthy.

By leveraging these trends to their benefit, businesses also benefit their customers by providing improved service and support. With the use of real-time analytics, mobile devices, in-store beacons, and CCOs, businesses will increase their competitive edge without sacrificing the trust of their customers.