Business

Why it is crucial your business is mobile and web-friendly

FAILURE to engage an increasingly-mobile customer will put the future viability of your business at serious risk. That's the blunt reality of the modern Australian marketplace, as revealed in the Optus Future of Business Report.

It surveyed hundreds of corporate organisations and found the numbers are on a rapid upward trajectory when it comes to implementing a range of mobile web systems.

But the good news, according to Optus vice-president of convergence and mobility Phil Offer, is that hopping on board this technology train will not break the bank, and the first steps required are easier than you think.

"Many apps are relatively small and you get access to a digital store where you can potentially be in front of millions of customers," he said.

"The cost to get into this market has never been lower compared to previous years.

"Mobile platforms like iOS and Android are at scale, and there are only a few of them. The code has already been written, so it is not as hard as you think to dip your toe into this water.

"It is now much easier to pull together a quick application."

Mr Offer said the basic tools businesses needed to ensure they were future-ready were: a website made especially for viewing on a mobile device, useful apps for customers and staff, online payment systems and devices like tablets and smartphones for staff use.

The pay-off, he said, was a more engaged and productive worker, a more environmentally-friendly paperless office and a more loyal customer.

Optus vice-president of mobility and convergence Phil Offer.
Optus vice-president of mobility and convergence Phil Offer.

"The business case as to why businesses embrace these things is around the customer experience," he said. "Sixty per cent measure the impact of these digital technologies by customer satisfaction, and then by revenue and profit.

"So, ask yourself if you think the app is important around that customer satisfaction base, or is there a different way to use that technology.

"What about SMSing a customer to say your delivery is on the way? That could improve the customer experience and save them having to call you.

"Apps are popular but just because you've' got an app doesn't mean you will be found. There are several hundred thousand of them in the app store.

"But you can examine where the pain points are in your business, and find out what is in the digital toolkit to eliminate those."

Mr Offer said businesses of all sizes needed to be responsive to the desires of the modern consumer.

"Customers are very savvy for this. Improve the overall customer experience and you will get them back.

"You can't lose sight of the fact that Australia has the second highest smart phone penetration in the world. There is an enormous appetite to use this technology in new and different ways and the number of people conducting searches on their phones is only going one way.

"Your end customer is going to be expecting you to know how to use this technology."

KEY STATISTICS FROM THE FUTURE OF BUSINESS REPORT
► Mobile apps key to engaging customers: 35% of organisations believe customers will want to interact with them via mobile applications within three to five years. Forty eight per cent of organisations plan to make mobile applications available to customers in three to five years, up from 18% now. The investment in mobile apps will increase three fold to $600m by 2016.
► Internal mobile apps can also drive greater productivity and efficiency amongst staff. In the next three to five years and 48% of organisations plan to develop mobile apps for employees.
► Social media: 39% of organisations are involved in some form of social media, a year ago, that number was 19%.
Mobile websites on the rise: It also uncovered that 29% of organisations now offer mobile websites to customers, up from 12% a year ago. This is expected to rise to 47% in three to five years.
► Payment options to diversify to the mobile: Mobile payments services are expected to increase, with 23% of organisations planning to offer these type of services within the next three to five years.
► Bring your own device to work trend accelerating: Currently, 43% of organisations allow employees to use personal tablets to access company information and systems, up from 23% a year ago. Fifty-six per cent of organisations allow employees to use their personal smartphones to access these systems, up from 46% a year ago.

MORE INFORMATION
Optus and IT partner Philology helped Deaf Services Queensland create an app to help people learn sign language. Watch the video HERE.
Optus also have a digital agency called MyBizOnline that helps businesses build a website and optimise it through a search campaign. Go HERE for more information.

Topics:  optus


Stay Connected

Update your news preferences and get the latest news delivered to your inbox.

Lockyer Valley wildlife carer busy after Laidley fires

Wildlife carer Ludo Valenza is worried the recent spate of fires around Laidley may have injured native wildlife.

Lockyer Valley wildlife carer concerned by Laidley fires.

Breast-cakes raise awareness at Lockyer morning tea

BREAST CAKES: Lockyer Valley mayor Tanya Milligan and morning tea host Anna McWhinney show off the breast cancer awareness cupcakes.

Ladies grab cupcakes for cancer council

Fourth Laidley fire clearly lit on purpose: Police

The fire on Paroz St, Laidley, captured by Ray Watterson.

Laidley fire treated as suspicious

Latest deals and offers

Police chase ends in Helidon with tyre deflation device

TWO crooks have tried to outrun Police after stealing a car in Helidon yesterday.

Lockyer Valley wildlife carer busy after Laidley fires

Wildlife carer Ludo Valenza is worried the recent spate of fires around Laidley may have injured native wildlife.

Lockyer Valley wildlife carer concerned by Laidley fires.

Breast-cakes raise awareness at Lockyer morning tea

BREAST CAKES: Lockyer Valley mayor Tanya Milligan and morning tea host Anna McWhinney show off the breast cancer awareness cupcakes.

Ladies grab cupcakes for cancer council

Fourth Laidley fire clearly lit on purpose: Police

The fire on Paroz St, Laidley, captured by Ray Watterson.

Laidley fire treated as suspicious

Three Laidley fires under investigation

BLAZING: Wayne Hawes captures this image of a fire on a hill near Douglas McInnes Dr, Laidley.

Laidley fires under investigation.

Having a ball at the Lowood ball

Gary Wormington and dance partner Nola Parsons had a ball dancing together.

All the glitz and glam from the Lowood Show Ball.

The best retro movies of the week? May 27 - June 3

Gregory Peck Photo Contributed

This week TV fan get to see Tom Cruise in a 1980s classics

Barnaby Joyce talks Johnny Depp's dogs in Tweed

Deputy Prime Minister Barnaby Joyce talks about Johnny Depp's dogs Pistol and Boo...

Billy Slater talks Origin Team

Queensland Origin great Billy Slater.

Queensland Origin great Billy Slater talks about this years team and his return to...

Road rage caught on Dashcam

Attack with a baseball bat caught on Dashcam

Video of a violent road rage incident in Orange last December.

Own Sunshine Coast property? You’re about to make money

UP AND UP: Property owners are likely to win from rent and price increases but tenants and first home buyers might not be so happy. Photo: Brett Wortman / Sunshine Coast Daily

Good new for property owners, not so good for buyers and tenants.

Sale nears on last large block of land in Coolum

The 43.37ha property on South Coolum Rd has sold.

South Coolum Rd property to be land banked