Introduces a policy framework to rebalance mobile user-IT relationship
NORTHBOROUGH, Mass., August 14, 2007— Brockmann & Company, the customer insight research and consulting firm, today released findings from its latest independent self-funded report “Mobilizing Email: Improving the Mobile Email Experience.” Mobile email is a tool for employees to be instantly responsive to customers, coworkers and automated business processes – something that agrees with employees and customers alike.
According to Peter Brockmann, president of Brockmann & Company, “The benefits of enabling mobile email are manifested in 55% higher employee satisfaction, 21% higher customer satisfaction and 20% higher user satisfaction with the email experience. Yet, despite these benefits, four out of five respondents didn’t think mobile email was very important to their job performance.”
The report, based on the online responses of 520 business users of email services from around the world, defines how ‘minlets’ are used to improve individual productivity. The report also reveals that the goal of increased responsiveness of mobile email users comes with a price:
- Mobile email users receive 16% more email than others.
- 56% of the increase came from coworkers, higherups and automated business processes.
- Mobile email users experience more false-positives – good email trapped as spam – 75% more mobile users than others have lost business as a result of an email never arriving.
Brockmann added, “Integration of email with mobile phones was consistently rated the biggest improvement opportunity, even among mobile email users. This points to the need for re-balancing the IT organization’s need for control of cost, security and applications with the users’ needs for mobile service functionality.”
A new policy framework is proposed to redefine that balance giving users responsibility for the areas most important to them, and gives IT control of the areas most important to them. The “Mobilizing Email: Improving the Mobile Email Experience ” report is available at no cost for a limited time from www.brockmann.com.
Some of the vendors mentioned in the report include: Adomo, Avaya, AVST, Ericsson, Motorola, NEC, Nokia, Nortel, Nuance, Palm, RIM and Siemens.
Brockmann & Company is a consulting & advisory firm serving high tech equipment, application vendors and service providers. Clients accelerate growth through customer research & thought leadership. Learn more at http://www.brockmann.com.
