you've got ipads for your enterprise...now what?

Copyright © 2012 Accenture All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.

Kony Webinar

September 2012

Copyright © 2012 Accenture. All rights reserved. Accenture Confidential Information. 2

The media’s awash with news of the surge in iPad usage in the pharmaceutical industry

5 May 2010“Apple Surges In Popularity With Life Science Buyers”

IDC Health Insights found Apple in second place for the first time, with more

than 30% of respondents planning to buy Apple products in 2012. This

represents a 220% increase in Apple's survey score since 2009... 4 Apr12

5 May 2010

“Here Come Tablets. Here Come Problems.”

Five biggest mistakes: Failing to have a plan before rolling out the devices;

Not understanding what tablets are—and are not—good for; Expecting to

easily obtain all the apps you need; Thinking tablets are cheaper than

laptops; Misjudging the ease of support and security...2 Apr12

5 May 2010

“Why this Well-Known Biotech Firm Deploys 17,000

iPads and iPhones”

Genentech has standardized on Apple mobile, with 17,000 iOS device users

worldwide (so by inference, 10,000 iPhones, though it surprises me less and

less when I hear about companies deploying iPod Touches, too)...13 Jan12

“...Accenture is working with half the big Pharma’s on mobility and iPad services...”


BioPharm Mobility BenchmarkA recent benchmark of the BioPharm industry illustrates organizations spending significant CapEx on solving for core capabilities and services operationalization

rather than business value exploitation.

In an industry survey of 8 top BioPharm companies, we found the majority of focus and concerns were around Core Services and Capabilities for Mobility support to address the following key questions:

• How to support iPads at full scale (US and globally)?• What fundamental applications should be provided?• How do we organize around mobile devices as part of ongoing operations?

To realize the value of iPads for a BioPharm company, the focus must shift to Business Value Enablers:

• How do you evolve iPad functionality and usage beyond Sales Force Automation to Optimizing Customer Interactions?

• How does your mobile strategy integrate with your digital/multi channel vision?


Poll 1

What is the biggest challenge in rolling out iPads to your sales force?

Answers:

A) Lack of appropriate apps to deploy

B) Device management and security

C) Training and support

D) Managing multiple geographic deployments


Mobility SuccessWhere are we now?

Digital EnablementContent management of the

future

iPad Procurement and Deployment

Deploying devices to the field

Sales Force EnablementProductivity tools and single-

device realization

Sales Force Automation Tool for iPad

iRep and CLM implementation

Multi Channel IntegrationSeamless experience: mobile rep

to call center to HCP portal

Time

Sophistication, Differentiation

BioPharma Mobility Maturity Model

Current Pharma Position

Mobility Core Services and Capabilities

Area for Greatest Impact


Mobility SuccessBuilding the right services around Mobility


future




device realization





Time





Quickly establishing Mobility Core Services and Capabilities is a key component to increase rate of value from a differentiated Mobility Program


So what are some of the key challenges along the journey?

1. Companies decide on giving Devices/iPads to the Field Forces within Regions

2. Companies are not able to negotiate significant ‘preferred rates’ and make a CapEx investment

3. iPads have to be procured separately in each country

4. Apple commits to providing devices over 12-months rather than instantly

5. IT resources have to be refocused, and some retrained, to prepare rollout

6. The devices need setting up, but complexities arise integrating MS software and migrating apps

7. New iPad related policies are established, but inconsistencies arise across regions

8. Security measures are applied but become arduous for the end user

9. Mobile Tariffs are set-up in each country, rather than being done centrally

10. Dedicated proactive teams are put in place developing, launching and running new applications

11. Dedicated support teams are put in place to manage all mobility related issues

12. Ongoing lifecycle management of the iPad

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Accelerating iPad OperationalizationHow will you support iPads at full scale?

• Device Ownership: Is the mobile device centrally procured or purchased by a business unit?

• Acceptable Use: Are users permitted to download apps for personal use? How do they purchase those apps?

• Security: Is there a central body responsible for the security of all assets that contain commercial information?

• Asset Management: Are organization-supported apps (such as SFA, Reporting, or productivity tools) owned and managed through a central business group? A central IT group?

• Business Organization: Who is responsible for driving changes to the hardware and/or software requirements?

What is yourCorporate IT Policy?

How is yourBusiness

Structured?

What is the deviceExpected Use

(Services)?

• Service Management: How do users access apps?• Self-service: through internal portal or app store? How are apps paid for?• Fully provisioned: who provisions the device? How is it updated?

• Roadmap: What is the expected future use of the device?

We’ve found that addressing the three components below are integral to accelerating an ongoing support around iPads


Pharma trend to incubate mobile services out of Commercial with eventual transition to corporate IT. If that’s the case, ensure corporate IT is at the table so the needs outside of the sales force don’t get overlooked.

Support models should consider roles outside of sales, including contractors, headquarters, and senior leaders.

Pharma trend to incubate mobile services out of Commercial with eventual transition to corporate IT. If that’s the case, ensure corporate IT is at the table so the needs outside of the sales force don’t get overlooked.

Support models should consider roles outside of sales, including contractors, headquarters, and senior leaders.

Think beyond the sales forceThink beyond the sales force

Ensure security policies are vetted with broader stakeholder group than Commercial. These are enterprise decisions and should be considered with a wider audience.

Have rationale for “why” policies are enforced or a governance model for changes. Establish clear IS ownership of mobile policies and processes

Ensure security policies are vetted with broader stakeholder group than Commercial. These are enterprise decisions and should be considered with a wider audience.

Have rationale for “why” policies are enforced or a governance model for changes. Establish clear IS ownership of mobile policies and processes

Policy Enforcement: Easier said then donePolicy Enforcement: Easier said then done

Agency driven interactive detailing content apps are over 100MB in size and prove to be challenging to deploy in ‘self service’ models. Establish a performance testing capability to be able to provide appropriate benchmarks.

Establish standards for application size, but more importantly, establish governance for applications that were developed prior to the creation of standards

Agency driven interactive detailing content apps are over 100MB in size and prove to be challenging to deploy in ‘self service’ models. Establish a performance testing capability to be able to provide appropriate benchmarks.

Establish standards for application size, but more importantly, establish governance for applications that were developed prior to the creation of standards

Watch out for Large Content AppsWatch out for Large Content Apps

Since Mobile Technology will undergo significant change for the foreseeable future, organization processes for identifying, developing and supporting it will need to be ‘open’ and adaptive. These technologies also pose significant risk and therefore effective controls need to be established.

It’s more important to declare a soft ‘open for business’ and refine along the way than to define all the processes and struggle to adhere to them

Since Mobile Technology will undergo significant change for the foreseeable future, organization processes for identifying, developing and supporting it will need to be ‘open’ and adaptive. These technologies also pose significant risk and therefore effective controls need to be established.

It’s more important to declare a soft ‘open for business’ and refine along the way than to define all the processes and struggle to adhere to them

Design Service for BalanceDesign Service for Balance

Establish roadmap and approaches to consolidate existing regional or business area-specific mobile approaches to ensure consistent solution

Pilot solution for groups switching from their local approach in order to test performance and user experience

Establish roadmap and approaches to consolidate existing regional or business area-specific mobile approaches to ensure consistent solution

Pilot solution for groups switching from their local approach in order to test performance and user experience

Consolidate fragmented solutionsConsolidate fragmented solutions

Some lessons we’ve learned along the way


Accenture is working with several clients to put together an end-to-end mobility service

1. Device & App Management – Management of mobile app distribution, device policies / configurations, inventory and security (via Accenture Enterprise Application Catalog Service)

2. Device Provisioning – Procurement, wireless activation, device configuration, tagging, shipping, custom kitting, device repair and exchange services, etc.

3. Help Desk Services – Help desk support to respond to all aspects of break fix and technical “how do I” questions

4. Mobile Telecom Ordering / Procurement & Invoice Processing – Complete Procure to Pay services including optimization of telecom spend.

5. Employee Self-Service Portal – Self-service, workflow based portal for users to submit requests, access training & communications and locate other mobile related info

6. Administrator Console – Console for administrators to access reports, submit requests, etc.

7. Mobile Application Factory – Proven model that combines people, processes and tools to deliver high quality mobile applications at lower cost and improved time to market

Enterprise Mobility Managed Services provides a one stop shop for all employee mobile enablement needs including device and application management, device provisioning, device and wireless service procurement and ordering, invoice processing and 24/7 help desk.


Let’s talk about Apps…What is everyone else doing?

What is everyone else doing? Sales Force Enablement is the focus. The following highlights core functionality recommended to deploy in initial phases of an iPad

program.

Office Productivity

Enabled62.5%

Reporting Tool

Provided62.5%

Core

Fun

ction

ality

by

the

Num

bers

Freq

uenc

y of

Pla

nned

or I

mpl

emen

ted

Apps

Office productivity tools such as Quick Office Pro, Keynote and Good Reader provided. Custom, SFDC Native, or App

Exchange apps used to display reach and frequency and key sales data (NRx, TRx, Managed Care/Formulary)

Expense Reporting through Concur app provided to Sales Rep

Other 12.5%

90% of companies surveyed that have a digital detail

integration with their SFA.

No company has harnessed the potential impact of

analyzing and acting on CLM data.

Veeva iRep; 50%

OOD; 25%

Cegedim; 13%

Custom Siebel; 13%100% of Biopharm companies surveyed have an SFA enabled on the iPad.

iRep37%

Skura25%

Custom25%

None13%


Differentiate your Brand with AppsExpanding the core to optimize customer interaction

Only one out of eight Biopharm companies surveyed noted an HCP facing collaboration tool.

Recommendation: • To realize the value of iPads in Biopharm, companies must look beyond SFA and

productivity tools, to determine how to enhance and optimize HCP interaction by using the device in a differentiated, influential manner.

• A “hybrid” model for enablement that leverages cloud SFA capabilities blended with additional Apps that exploit the features of the Mobile device

• A seamless end user experience that shares data from centralized enterprise capabilities

Other 12.5%

One in eight companies deploy or plan to deploy the following additional Apps provided to Sales Reps:• Sunshine Act spend recording• Call Planning• Call Routing (planned only)• Rebates and Insurance Coverage• Order Management


Case StudyOn Demand Medical through Video Calls

An example of an advanced mobile use case is an increasingly prevalent tactic to provide differentiation through innovative ways of customer interaction and augmented services.

Increasingly ‘complex’ clinical product benefits and a high need for product and treatment information in launch phases requiring innovative ways of offering medical and sales information to healthcare professionals

Regulatory requirements limit the ability of the traditional sales model to detail scientific product information and to answer specific medical requests

Designing and implementing videocall capabilities supports to achieve the following objectives: Successfully manage specific medical information

needs of healthcare professionals Offer enhanced services for healthcare

professionals via innovative and ‘leading-edge’ solutions to differentiate from customer interaction models of the competition

Drive higher customer satisfaction rates by offering immediate expert knowledge

Client Challenge Anticipated Outcomes

Redefining HCP interaction through video calls Sales rep initiated during detailing or HCP triggered via a downloaded App

On Demand channel for product or disease related questions to Medical experts


Spotlight on DifferentiationAccenture Partnered with Kony Solutions to Empower Biopharms with an Impactful Apps Leverage the Cloud and Mobility to enable effective multi-channel execution

iRefer – Multi Channel Referral Mobile App (iPad)

Collaboration among multiple Sales functions within the Organization

Address Physicians’ Concerns/Questions about the Product in a timely manner using Instant video chat Priority based In-person visits Call back from Contact center

Increased Customer satisfactionIncreased Field productivity

Field Sales force can Facilitate instant Video chat Real time look up for available Reps/Product Specialists/Medical Liaisons

Geo-aware and GPS activated Multilingual Integrated with Veeva iRep Send/Receive Notifications

Technology Values:Business Values:

Business Values:


Shifting Focus to “What’s Next”




device realization



Time






future



Extending out the reach of the mobile channel around the HCP interaction will increase the ROI on your overall mobility investments


Illustrative

The vision of the BioPharm “App Store”

Enterprise Mobility Services

HCP Tools

AlertsNews Support

Digital Content

Expenses ReportingSFA

Complementary apps that extend the services of the

Sales Force and/or HCP CRM SFA capabilities

blended with additional Apps

• Cross Channel Referrals and

Execution • Location based

services• Apps for HCP

Productivity

Expert Finder

The end state vision is an enterprise “App Store” will require a combination of apps to meet the aggregate needs of the Sales Force and extend the reach of Marketing:

Cloud based SFA (e.g. iRep) with

flexible data architecture to

support support data-integration

cross appsCall Routing

Digital Marketing Content Re-use and extended as

part of Digital asset library

Underpinned by Enterprise

Mobility Services for

App Dev, Testing, Device Management, and Support

Empowering your sales force through mobility

Jeffery Kendall, Kony Healthcare | Sept 2012

18Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 18

Overview of Kony Solutions


Every app running in your organization on desktops today will run on every device within 3 years.

How are you prepared to support that?

… And your desktop will change.


Poll 2

What does the term “Multi-channel” mean to you?Answers:A) Smartphones (iOS, Android, mobile web, MSFT, etc)B) Smartphones, tablets, mobile webC) Smartphones, tablets, mobile web, desktop,

devices, kiosks

Copyright © 2011 Kony Solutions, Inc. CONFIDENTIAL 21

CRMHR

LOB App

Multi-Channel: Same App, Any Screen

While visiting customer,

inputs new data on Apple

tablet

User wakes up and checks a notification on Android

phone.

Completes review,

approval inside corporate

firewall pre windows 8

mouse interface app

Reviews and approves

changes at home via Android phone.

A day-in-the-life of an app in a multi-channel world

Outside firewall at work, quickly accesses app via

Desktop Web

Requests new services on

Windows 8 -touch device

inside the office

?

Hardware vendor introduces a new device that you haven’t considered yet

7:00AM 9:00AM 10:00AM 1:00PM 4:00PM 8:00PM


Most companies have approached this tactically.

Kiosk

Desktop

Mobile

Tablets

A development team … For each channel

OUR NEW App

OUR NEW App

OUR NEW App

OUR NEW App


But: Variables, complexity, and lack of control increase costs and introduce risks.

Scanner stdIn = new Scanner(System.in double speed; // User entered valuedouble tailGatingDistance; // user entered valudouble stoppingDistance;System.out.print("Enter your speed (mph): ");speed = stdIn.nextDouble();System.out.print("Enter your tailgate distance: ");tailGatingDistance = stdIn.nextDouble();stoppingDistance = speed * (2.25 + speed/21); // number

stoppingDistance ;speed =

stdIn.nextDouble

valuedouble

New OS upgrades

Security New UIs

Compatability

Features



stdIn.nextDouble

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New OS upgrades

synchronization New UIs

Compatability

Features



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New OS upgrades

Security PatchesNew UIs

Compatability

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valuedouble

New OS upgrades

Security Patches New UIs

Compatability

SecurityKiosk

Desktop

Mobile

Tablets

OUR NEW App

OUR NEW App

OUR NEW App

OUR NEW App

Multiple Codebases

Same Features

Multiple Channels

+

+

=Time & $$

http://System.in/

http://System.in/

http://System.in/

http://System.in/




stdIn.nextDouble

valuedouble

New OS upgrades

Security New UIs

Compatability

Features



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New OS upgrades

synchronization New UIs

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New OS upgrades

Security PatchesNew UIs

Compatability

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New OS upgrades

Security Patches New UIs

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Security

OUR NEW App

OUR NEW App

OUR NEW App

OUR NEW App

KonyOne Platform

DEVELOP – KonyOne Studio

DEPLOY – KonyOne Server

MANAGE – Kony Management Console

KonyOne Platform

Fast, EasyDevelopment

And an unprecedented industry SLA future proofs against device, OS changes

Control & Management

Business Innovation

Feature rich, powerful apps speed time to market

Kiosk

Desktop

Mobile

Tablets

Single Codebase

Same Features

All Channels

+

+

=

OUR NEW App

http://System.in/

http://System.in/

http://System.in/

http://System.in/


Any DeviceEvery user

Run Everywhere

The KonyOne Platform

MOBILE WEB• Individual, device optimized sites• Basic HTML >> HTML5

HTML5 WEB• SPA• Wrapper, Hybrid

NATIVE SUPPORT FOR 7 OSs

SMS / MMS SERVICES

SOCIAL MEDIA

KIOSK

Write OnceA single code base

TABLETS


KonyOne – Connect to Almost Anything

Popular Enterprise Connector Support Standard Connector Support

• Native SAP ERP and CRM JCO based connectivity

• Oracle PeopleSoft• Native Oracle Siebel• Microsoft SharePoint

• Web Services • JDBC Database Services• RESTful Web Services• HTML Scraper• JSON Services• Java Services

• Standards based service integration• Optimize results to channels via Xpath on the server• Service orchestration – both Async and Synchronous • Ability to use custom Java server side logic –

• Pre and Post Processors


Poll 3

Do you currently have a plan to deploy apps to your field sales teams?Answers:A) YesB) NoQuestion 3a: What are the top use cases for your apps?C) CRM appsD) Productivity apps – routing, planning, etcE) HCP education / edetailingF) Corporate communicationsG) Social Media


Kony Pre-Built Apps

Feature Complete Leveraging industry experience Hundreds of use cases per app

Extensible Add custom or 3rd party modules Support business-specific requirements

Configurable Make changes without rebuilding or republishing Enable/disable features and rules

Universal Connectivity Standards based connectivity via Web Services (Rest

or SOAP), JSON, Java connectors or website data Scraping

Connectors to SAP, Oracle, Siebel, and other legacy systems


Kony Pre-Built Apps

B2C B2EShipping Now In Development Shipping Now In Development

Airlines Retail Commerce Automotive Insurance Health Plans Insurance Retail Banking Brokerage Utilities

Commercial Banking Retail Pharmacy Prescription Benefits Media Hospitality

CRM HR Field Services Insurance Agent Enterprise Asset

Management Field Sales Wealth Management

Direct Store Delivery Data Collection Health Plan Enrollment

KonyOne Platform

NativePhone Desktop

WebTablet Kiosk / Accessory

EnterpriseIntegration

HTML5

Web Services

EnterpriseConnectors

WebAdapter

• XML• SOAP• JSON

• JAVA• REST

• Oracle• Salesforce• SAP

CustomConnectors

Predefined Mobile Service Integration


New B2E Apps Speed Time to Market

Mobile CRM Account and Contact Management Lead and Opportunity

Management Activity Management Sales Analysis Customization and Enhancement

Options

Mobile Insurance Agent Lead Management Account Management Real Time Quoting Document Management Productivity Tools Analytics & Reporting

Mobile HR Time Management Expense Management Talent Acquisition Scheduling & Workflow Customization and Enhancement Options

Mobile Field Services Scheduling Customer Management Order Creation & Management Order Completion & Support Collaboration Invoice Management Performance Management

Mobile Financial Advisor Client Information & CRM Trading Activity Activity Management Performance Research Product Information

Mobile Enterprise Asset Management Asset Tracking & Reporting Asset Profile Scheduling Order Creation & Management Configuration & Collaboration Performance Management


Q&A

Website: www.kony.com Twitter: @kony