1. Mobilize CRM Applications to Drive High Performance Philip Han Director, CRM Global Service Line Accenture

2. Agenda Evolution of Business Mobility 1 CRM Mobility – Case Nokia China 2 Mobilising Your CRM System 3 Summary 4

3. Workforce Is Going Mobile… Employees spend on average, one third of their time out of the office, and almost half their time in the office away from their desks. Simpson Carpenter survey September 2005 Employees spend on average, one third of their time out of the office, and almost half their time in the office away from their desks. Simpson Carpenter survey September 2005 By 2009, there will be more than 878 million mobile workers worldwide. IDC, 2005 By 2009, there will be more than 878 million mobile workers worldwide. IDC, 2005

4. Wireless Email Key Features

5. 5 Pathway for the Next Generation of Businesses Increasing ROI, Productivity, Agility, Competitiveness, and Creativity Voice Personal Contact Email/PIM Increased responsiveness Applications Instant interaction with business systems VoIP Cost-effective Telecoms Collaboration Team working Increased accessibility of subject matter experts Real-time information Faster work rates

6. 6 Windows Mobile Symbian/S60 J2ME TM Palm and UIQ Management and control Over-the-air deployment One simple interface Common user experience Self-service web portal Reduced support burden Supporting a Diverse Range of Devices

7. 7 Example- A Few Mobile Data Customers of Nokia

8. Agenda Evolution of Business Mobility 1 CRM Mobility – Case Nokia China 2 Mobilising Your CRM System 3 Summary 4

9. 9 Context & Background Nokia is the mobile phone leader in China with over 40% market share (2007) The mobile phone marketplace in China is competitive and dynamic – the high performers need to be agile and responsive Nokia launched this initiative to improve channel coordination and drive efficient management of sales activities Nokia engaged Accenture’s industry & CRM expertise to enable this robust mobile CRM business capability

10. 10 Key Business Drivers for the Project Provide real-time business insight to outlets, market & competitive info Optimize the usage of field sales personnel Leverage robust and proven features from packaged software Define and implement “configurable” functionality to support changing business environment Leverage efficient mobility management system for optimizing TCO Increase responsiveness to customer needs across distribution channels Insight-Driven Decision Making Flexible & Scalable Solution Platform Consistent Closed Loop Processes Customer-Focused Account Management Business Drivers Integrated processes across function teams Automate manual processes to maximize operational efficiency

11. 11 Target - Ubiquitous Siebel Access for Mobile Workforce Application Backbone User Groups & Characteristics Secured Communication Channel Mobile employees Sales Force Sales & Business Director Requires the occasional mobile access to company email and to Siebel data Mostly satisfied with online Siebel access Requires mobility – in the field Need offline access as often perform work in offline (plane, train), relatively unstable network connection Requires data insight Some users require tools to customize the reports Field Force Middleware Elements Requires access to customer data Requires access to product documentation Needs to fill in task reports in the field Mobile CRM Device management Security Mobile email

12. 12 Implemented Change TYPICAL DAY OF A MOBILE SALES REP WITH MOBILE CRM ACCESS…

13. 13 The Customer Visit… Joe’s key task is to find out the current inventory situation of the retail customer and provide that data to the CRM & sales management system

14. 14 Updating Inventory Reports… Incomplete: Complete: Sending: Sent: Joe discusses with the retail manager and simultaneously updates the inventory report using his mobile terminal Joe clicks the mobile CRM application icon to start Joe selects the inventory report from the menu Joe picks the correct outlet from the list Joe updates the inventory data of the current outlet

15. 15 Key Building Blocks  Secure mobile access gateway for Siebel Consumer Goods  Mobile access to Siebel data – mobile retrieval & updating  Ensure proper security & user authentication  Mobile Siebel access client for Nokia devices:  Access to accurate, up-to-date business, customer or product information anytime, anywhere  Similar kind of functionality with Siebel PC client  No network coverage needed – data stored in a device  Possibility to download various reports, edit them offline and update them into Siebel automatically when connected

16. 16 Initiative Summary  Accenture delivered project from pre-study to launch in 13.5 months. Currently release 4 on-going  ~6000 daily users, ~2.5M annual outlet visits, 4M annual field sales report submissions  Optimizes the usage of mobile workforce  Information available at the point-of-business, automatic real-time updates  Easy-to-use, always-on device – no need for laptop  Cost-efficient network usage  Dual-mode: WiFi, cellular  Data available also in offline mode Significant Business Results Achieved

17. Agenda Evolution of Business Mobility 1 CRM Mobility – Case Nokia China 2 Mobilising Your CRM System 3 Summary 4

18. 18 You Can Apply Our Solution Offering To … Logistics Mobilization of existing CRM/ Business process applications Increased service level for logistics and delivery force Mobilization of existing CRM/ Business process applications Increased service level for logistics and delivery force Field Service Operations Efficient management of field service tasks and time Access to customer information on the premises Efficient management of field service tasks and time Access to customer information on the premises Sales Force Applications Mobilization of existing CRM Business process applications Improved service level & sales efficiency, real-time view on inventory & sales Mobilization of existing CRM Business process applications Improved service level & sales efficiency, real-time view on inventory & sales

19. 19 Step 1.. Defining the Right Scope of the Solution Connecting mobile Workforce with mobile device to any business critical CRM data and to corporate email & PIM to any business critical CRM data and to corporate email & PIM Anytime, over Any wireless network Anytime, over Any wireless network Who needs it? Type of connection available? How is it distributed? What is the critical content ?

20. 20 Step 2 – Decide on the Full View on the Essential Mobility Elements Security & Authentication

21. 21 Device Management, Why Implement??  A well-defined theft-loss process provides users peace of mind and reduces risk  Easy self-service provisioning – Reduces roll-out time and implementation costs – Reduces ongoing support costs – Enables reliable backup and restore  Well-informed troubleshooting provides effective support and minimizes users’ downtime  Asset management and reporting enables efficient lifecycle management and planning “A mobility project without a clear device management strategy is a shortsighted approach” Yankee Group, May 2005

22. 22 Step 3 - Defining the Right Device Range - Right Functionality and Price point per User Group Nokia E65 Nokia E90 Communicator Nokia E61i

23. Agenda Evolution of Business Mobility 1 CRM Mobility – Case Nokia China 2 Mobilising Your CRM System 3 Summary 4

24. 24 Mobility is Business Critical..  Business mobility is becoming a significant competitive benefit and – your competitors are moving as well  Organizations using mobile business processes as strategic differentiator can increase market visibility and ability to react fast in business changes  Nokia and Accenture have a joint “on-the- shelf” solution that allows you to mobilize your CRM fast with optimum costs  Focus on business process and platform design as it secures scalability & cost efficiency

25. Thank You Contacts: philip.han@accenture.com www.nokiaforbusiness.com www.accenture.com philip.han@accenture.com www.nokiaforbusiness.com www.accenture.com