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JOOB is focussed on providing financial services solutions, and has a history of over 30 year enterprise experience across a range of industries globally.

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JOOB are the specialist digital and mobile solution business of Jade Software Group which has more than 30 years experience in enterprise innovation.

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David Lindsay, Managing Director

David Lindsay
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JOOB is passionate about mobile and digital innovation and how this can drive brilliant customer experiences.

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Banking Insights November 26, 2012

Banking Insights

JOOB was proud to be a key sponsor at the annual FST Media Technology and Innovation Conference this month in...

Tag Archives: Enterprise Systems

Financial Services Innovation Breakfast, Competing on Customer Experience.

We recently held the JOOB Financial Services Innovation Seminar in Sydney with the purpose of starting a dialogue for the changing needs of our customers in the financial services industry. Discussions at the event revolved around a common theme: the industry can no longer afford to compete with their competitors on products and price alone – they need to compete on customer experience, namely through new channels like smartphones and tablets.

The room was abuzz with company executives from across many of Australia’s top banks and financial services companies who are in various stages of enhancing the mobile experience for their customers.

Some well-known experts in the financial services industry presented to attendees, one such expert was Andrew Murrell, General Manager of Digital and Social Marketing at Commonwealth Bank of Australia (CBA), the country’s largest bank.

Andrew offered some fantastic insights and in-depth analysis of how banks can use technology like smartphones and tablets to enhance the customer experience, giving examples of a couple of CBA’s mobile banking applications, including its revolutionary Kaching app.

Andrew also talked about how Australian consumers have changed, and that banks can no longer afford to rely solely on their internet banking websites to engage with customers – they must make the customer banking experience mobile, and interact with customers through mobile devices.

In addition, we also heard from Australian JOOB customer and ClearView Wealth Limited Managing Director, Simon Swanson. Simon spoke about why customer experience matters for financial services companies, particularly for a challenger brand in the wealth management and insurance industry like ClearView. One such way ClearView aims to distinguish itself from the competition and challenge bigger brands is to be a leader in experience – for customers, staff and partners – at anywhere, anytime, through a fully integrated customer experience platform.

In order to do this, the company had to tackle the problem of its legacy systems, separate systems, and of course, multiple devices its staff, partners and customers use to connect. Simon detailed how the company has managed to overcome these problems by implementing an integration layer to its systems, powered by JOOB. The integration layer now allows ClearView’s customers, partners and staff to now seamlessly access its Adviser and Wealth Portals, from any device, anywhere, anytime.

“It really hammered home just how much consumer behaviour is changing, and that financial services companies cannot afford to get left behind. It is now imperative that firms have a road map for the future, for modern, mobile financial services customer experiences.”

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Why application aggregation is important

We are often asked by customers to design an application for the tablets that will work like their current desktop applications. Why?

A tablet provides a very different user experience and any application design should look to utilise the benefits that a tablet form factor presents but also be aware of the limitations. Creating a mobile application allows an enterprise the opportunity to create a custom solution that will truly benefit their end users so why settle for an application that was designed to be used by millions of different customers on a PC – including all your competitors?
A typical user tends to use multiple back end applications to do their job. On a PC that is not a major problem, just open anther application and switch between the applications with the flick of a mouse. Tablets don’t function that well with multiple applications for a number of reasons e.g. copy and paste is slow.
A sales person may use their email client to look up a conversation with their customer or staff, then use a CRM tool to manage the customer relationship but while they are doing that they also need to know what the stock levels are of the products so they need access to ERP so you end up with at least 3 different user interfaces, multiple user sessions to maintain, additional software licenses.
The alternative would be to completely reconsider how you approach the concept of what an application is. Wikipedia states that an application on a PC is computer software designed to help the user to perform specific tasks. The sum of multiple individual tasks is an outcome so why not design your mobile application to deliver an outcome rather than just manage a single task?
In the example of the sales person, build a single application that draws data and writes to the relevant back end system in a contextual manner. The customer data is drawn from the CRM solution based on the calendar meeting details or even based on a geofenced customer site. The ERP solution provides the product and stock details as part of the sales call so there is no need to log in to a different application, just continue working in the one you are using.
Another approach that seems imminently sensible from an IT perspective but impacts the end user is the use of a virtual desktop infrastructure (VDI) solution. Yes, you can duplicate your desktop to a tablet but why? Any IT manager who proposes to roll out VDI to tablets should go out of the office for a few days and use VDI and experience the limitations that this approach has. Yes, it makes sense from a security perspective, but if a sales person can’t do his job then your competitors (who are using tablets with well-engineered applications) will gain your customers and most likely, your sales people.
Windows 8 on tablets with a touch interface is going to be a game changer. Given that most tablets will run on ARM CPU’s you will have the opportunity to create new tablet centric applications that really use the power of mobility – for a lot less than you may think. Consider what your mobile end users do in the course of a day and then start to design an application that allows them to be truly mobile and productive. Help them to deliver an outcome, not just a number of tasks.

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Craig Richardson MD on BYOD – Sky News Australia

JOOB’s Managing Director Craig Richardson was interviewed on Sky News’ Technology Behind Business show yesterday about BYOD and how mobile is transforming the way companies conduct business.

Craig Richardson on Sky News

Click here to watch the video on the Sky News Australia website.

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Employees refusing to use clunky enterprise software

Today’s tech-savvy workers won’t use IT’s desk-bound enterprise applications. They want mobile access to corporate data via intuitive interfaces. Read the full article here

Published in Computer World by Adam Hartung

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Enthusiasm for tablets grows in government

ipadamericafuckyeah

By , see the full post here

Government workers are dying to get their hands on tablet computers, according to documents released under the Freedom of Information Act and published by Government Attic. The files show, however, that security protocols may result in a slow roll-out at some agencies.

The Federal Trade Commission, National Archives and Records Administration, Deparment of Veterans Affairs, National Highway Traffic Safety Administration and Tennessee Valley Authority each produced internal records which discuss the merits of iPads and similar devices.

Another federal agency, the General Services Administration, said that it would charge $113,680 to yield its internal discussions.

Though Apple’s market-leading tablet appears to be the clear choice among rank-and-file workers, emails show security-focused IT staff leaning toward RIM’s BlackBerry Playbook instead—at least until they get a closer look at it.

At the National Archives, released documents[PDF] included a proposal to “extend the availability of tablets to potentially all NARA staff,” a capital planning review, and various memos and emails between staff.

“We have found the iPad for be very useful in investigating work at the OIG,” wrote one agency official. “For example, instead of taking a bulky laptop to the collector shows where we have a display, or in some cases just walk around to meet and greet, the iPad works much better. It is light, has great battery power and is super fast.”

The capital planning review saw nearly universal enthusiasm in the feedback garnered: “The iPad has dramatically improved my productivity,” says one worker. ” … It would be great if we could find an iPad use for staff tied to our hard core busines functions – record centers, pulls/re-files, description, reference, etc. That would yield a big productivity gain and demonstrate a solid business case for more widespread use of tablets for our staff.”

Adds another: “NARA should start building [iPad] apps for customers.”

In the VA’s disclosures[PDF], a memo dated August 22 describes a a pilot program established to determine the viability of iOS. The program, conducted with the help of Agilex, a government IT services contractor, was scheduled to end Oct 1. The memo prohibited field operations staff from purchasing more iOS devices: “VA currently has enough pilot users to determine viability…”

In another letter, the VA’s assistant IT secretary writes that its remote access solutions are not compatible with devices such as the iPad, and discusses the measures they might take to allow workers to use them.

A selection of heavily-redacted documents from the FTC include details of a pitch from RIM to equip staff with its Blackberry PlayBook tablet[PDF]. Unfortunately for the Canadian firm, the device’s shortcomings soon crop up in the form of a negative PC World review shared among officials.

At the Tennessee Valley Authority, staff produced a slick internal newsletter[PDF] covering the increased interest in tablets.

At the NHTSA, the BlackBerry Playbook is seen to have security advantages over the iPad[PDF]: “Given that Blackberry has built a strong reputation in enterprise security for movile deices in the federal sector, it does give it a leg up over Apple in the Enterprise Security space,” writes one staffer in an email.

Responding to reports of increased interest in Apple’s iPad by other government agencies, a senior IT project manager suggests Apple’s portables are insecure due to the ability of users to “jailbreak” them.

“It’s pretty obvious that with a security flaw clearly known, these devices should not be distributed beyond the R&D group,” he writes. “I guess I have to ask the obvious, how is this an authorized piece of hardware at this point in any gov’t shop?”

Unfortunately, RIM’s alternative suffers from its own disadvantage: no-one seems to want one.

“I’m not hearing a huge uproar for the Playbook, probably ’cause of the downsides … mentioned below,” writes on staffer.

“I’m going to skip it,” writes the project manager, concluding one email thread released to the public. “I only had a passing fancy.”

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The Mobile Workforce: Breaking Down the Walls of Communication

Blog care of Social Cast by . See link to full sized image here

Over the past several decades, companies were founded within large fixed facilities that, inside the concrete, glass and steel walls, contained all necessary business functions and employees for standard operations. Communicating outside of these compounds wasn’t easy because the technology wasn’t available or it came at a high cost.  Employees made their way into the office, complete a day’s work, and headed home at night after a productive eight hours. But now, this centralized model is barely recognizable to most of us as it has been rendered useless with new advances in communication technology. As methods, speed, and options for communication blossomed and grew, businesses and their workforces evolved and adapted to newfound opportunities. Thus, the “mobile workforce” has emerged – a workforce so empowered by personal technology like phones and laptops, wireless internet and real-time data sharing. The growth of this new breed of worker was largely made possible with the following communication achievements:

  • Broadband data speeds have reached 90 percent of business establishments
  • Wireless broadband is available in all major metropolitan areas
  • Mobile voice services have saturated all industries
  • Mobile and wireline prices have dropped rapidly with the elimination of usage charges and ubiquitous “unlimited” plans
  • There has been wide adoption of subscription-based services such as voice over internet protocol (VoIP)

The surfacing of the mobile workforce has changed the way many brick-and-mortar companies conduct business. No longer do the walls of the company indicate the boundaries of communication.  For example, companies often strategically place key personnel in remote locations to provide a personal touch to customers.  The ability to reach-out to a company’s customer base first-hand, while seamlessly communicating with corporate headquarters, extends customer interaction beyond company walls.  Companies also frequently permit telecommuting, allowing employees to be virtually present yet physically remote. The result is a truly mobile workforce that makes getting work done faster and more efficient thanks to technology.

According to Insight Research Corporation, the mobile workforce would not have been possible without these essential certain elements converging and becoming available:

  1. Mobile Services: Both wireless and broadband services
  2. Devices: Cell phones, PDAs, notebooks, and wireless cards
  3. Service Control: Management of wireline, wireless, office/remote access in a seamless service offering
  4. Enterprise Applications: The business processes that are automated through mobile access
  5. Business Application Platforms: The foundations and interfaces for building enterprise applications over a converged wireless and wireline network

With extensive advances in business communication infrastructure and mobile technology, companies are now promoting the expansion of their mobile workforce.  Cited in a study by the Telework Coalition:

  • 89 of the top 100 U.S. companies offer telecommuting
  • 58 percent of companies consider themselves a virtual workplace
  • Only nine percent of employees work at headquarters
  • 67 percent of all workers use mobile and wireless computing

This data shows that the mobile workforce has quickly become more than just a buzzword, but actually is now a reality for a majority of employees.

Additionally, the definition of a “mobile employee” continues to broaden with rapidly changing technology and services. A mobile worker used to be just the business traveler, sent on planes and trains to conduct business before the weekend approached. But today, every employee has the potential to be mobile. Empowered by devices like the iPhone™, iPad™, and Android™, these mobile tools offer huge productivity benefits with real-time information exchange and increased efficiency for every employee.  According to a study by Pew Internet, employees at businesses using mobile technology are seeing a major improvement in work efficiency:

  • 80 percent say that mobile technologies have improved their ability to do their job
  • 73 percent say these technologies improve their ability to share ideas with co-workers
  • 58 percent say these tools have allowed them more flexibility in hours spent at work

These improvements in work efficiency have suddenly released a paralyzing kink that has limited the free flow of information in the communication pipeline. However, despite the vast improvements that have been made, companies and employees are realizing that the mobile workforce isn’t nearly as empowered as it may appear on the surface. The reason? Critical business applications used every day were never developed for remote or mobile access, making them void of a mobile layer or interface. They are completely inaccessible to the mobile workforce, only available to those back behind the confines of corporate headquarters. Employees working at home, from a hotel, at a client location, or even on an airplane are unable to access valuable information from ERP, CRM and accounting software, for example (cloud-computing applications excluded, of course). Now, despite tremendous infrastructure improvements, the flow of critical information from these behind the firewall systems to the mobile workforce is kinked, causing delays and inefficiency. These business applications are inherently missing a layer that untangles the knots and lets information flow freely. It’s the one disadvantage of being a mobile employee – you’re left in the dark without access to the information needed.

Or are you? There is a solution to this challenge of information flow – Activity Streams.Activity Streams provide an otherwise non-existent layer of visibility on top of these critical business applications, surfacing relevant information to mobile workers in a mobile-friendly interface. Activity Stream software aggregates important information from these tools and make their data visible to mobile infrastructure in real time. Instead of requiring costly and often impossible upgrades to ancient databases or tools, Activity Stream software sits on top of these systems and floats relevant information to each individual user that needs it. It is a social layer that plays “middleman” between the mobile worker and the company system, passing information back and forth with ease. The result is a mobile workforce that can tap into crucial business systems with security and simplicity, further increasing productivity and efficiency. Now, it’s time for the next step – as companies increasingly promote and embrace a mobile workforce, layering on Activity Streams will become a crucial step to empowering these employees.

Sources: Gartner, Nielsen Wire, Pew Internet, WSJ, Insight Research Corporation

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10 lessons learned for managing mobile devices

A new report from Forrester lists mistakes some mobile early adopters made and gives advice on how to avoid those pitfalls.

Modern CIOs and their IT departments face a new, complex set of mobile device security and manageability challenges as employees bring their various smartphones and tablets into the workplace and as additional devices are rolled out across the enterprise.

Many IT managers are looking to outside MDM (mobile device management) products for assistance in securing and managing these disparate devices, but with the majority of these services still in their infancies, it pays to wade slowly into the MDM waters — and with caution.

Technology research firm Forrester Research wants to help, and it has just released a new report, titled “10 Lessons Learned From Early Adopters Of Mobile Device Management Solutions.”

Here’s a quick breakdown of the lessons offered within the report, which Forrester culled from conversations with four I&O (infrastructure and operations) executives who have already spent time with various MDM products.

Read on here

Care of InfoWorld Mobilize

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JOOB Mobile Slot Car Set Winner! CARL @ DATACOM!

So at Tech Ed NZ we were giving away this sweet slot car set below (along with Frankie Stevens) it even got a mention with computerworld. Well Carl at Datacom in Wellington quite fancied the slot car set and wouldn’t you know he went and won the thing thanks to the random function on excel.

Nice one Carl we’ll put up some photos when we deliver it.

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JOOB Mobile WP7 vs iOS Race

So the race at TechEd NZ between iOS and WP7 using JOOB Mobile went down a treat. If you fancy seeing who won you can see the battle between Hadley (WP7 ) and Tyler (iOS) on You Tube below.

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Design Infographic: What’s Your Mobile Strategy?

Check out some mind blowing stats on mobile and the enterprise, as JOOB Mobiles launches this funky infographic poster at Microsoft TechEd later this month.

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