Executive Mobile Computing

This report discusses the development and implementation of a unique mobile business solution named ‘CC Support’. It sheds light on the technologies and platforms to be used for the proposed mobile app followed by its key success factors and cost involved in its implementation. The report also discusses the enablers for a successful implementation and the key components of a mobile solution that will influence these costs.

Executive Mobile Computing
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Contents
Introduction......................................................................................................................................................3
Discussion.........................................................................................................................................................3
Technologies.................................................................................................................................................3
Platforms......................................................................................................................................................4
Success factors.............................................................................................................................................5
Enablers for a successful implementation....................................................................................................5
Cost factors and key components of a mobile solution that will influence these costs................................6
Conclusion........................................................................................................................................................7
References........................................................................................................................................................8
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Introduction
In the current era of relationship marketing, developing and maintaining close relationship with the
customers holds prime importance. In this context, developing an app that would enable an
organisation to stay in continuous contact with the customers while providing them a scope to share
their queries and grievances and get them resolved within few minutes is beneficial (Buttle, 2009).
Thus, this report sheds light on the development and implementation of a unique mobile business
solution named ‘CC Support’. The report is divided into three parts- introduction, discussion and
conclusion. The discussion section provides information on technologies and platforms to be used
for the proposed mobile app followed by its key success factors and cost involved in its
implementation.
Discussion
Technologies
The demand for mobile app has grown substantially in recent years. Every organisation that is
willing to sell, assist, offer service or information is getting involved in developing effective mobile
apps and making them accessible to the customers (Moore, 2013). Other than exploring the way the
app would function and the resources that would be required, it is extremely essential to identify the
technology that would serve the purpose in the organisation (Huang, 2007). There are several
mobile app technologies which are commonly used by organisations to perform the task of
application development. The top technologies/programming languages that can be used for CC
Support are-
 Swift- This technology is helpful while developing something very specific as it has
advanced features with minimum coding that can be maintained easily.
 C++- This is the simplest base for most of the programming languages and has the potential
to develop dynamic apps. It's simple and effective compiler based approach makes it an
adaptable tool that can be used for multiple platforms. For app development in Apple
systems its sister language, Objective-C has been used earlier (Bandyopadhyay, 2013).
 Java- This is programming language, which is relatively used for the purpose of developing
application for Android operating systems. It is relatively easy to handle this language and
there are many open source libraries that are made available to the users to choose from.
 HTML5- When an organisation is looking for developing web fronted applications for
mobile devices this is the best technology to be used (Dikhit, 2015).
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 PHP- This language is easier for users as compared to others. It is an objective oriented
language which consists ofthree layered model for developing mobile app and web
application. This language is best suited for apps that require database integration.
This is the first time the organisation would be implementing mobile business solution. So, it would
be beneficial for the organisation to use a technology that has advanced features but not very
complex in nature. Thus, Swift would be most suitable for CC Support. Although other
technologies explained above are equally effective, but they generally involve advanced level
coding handling which is not an easy task. However, on successful implementation of the mobile
business solution, other technologies can also be used (Goldenberg, 2015 ).
Platforms
Using an effective and widely used technology would be of no help for successful implementation
of CC Support unless it has an effective platform. Various platforms that can be used for this mobile
business solution are discussed below (Brans, 2018).
 Appery.io-Appery is a cloud based mobile app which is completely monitored and operated
through the assistance of cloud platform. This platform is easily accessible for users to
download and install. This software consists of visual editor which plays the role of
generating codes.It provides a scope to connect to any REST API and use it in own app and
instantly add a cloud database and backend to the app in case data storage is needed
(Lindstrom, 2014 ).
 Mobile Roadie- It is an app designer that allows any individual to develop and manage own
iOS or Android app. This platform can be operatedonall media types with automatic
importing of RSS, Twitter and Google News keywords along with auto refreshing fan wall
for getting involved in real time communication with users. This platform can be easily
accessed by top authorities of the companythrough Mobile Roadie’s backend similarly the
way customers would visualise on their devices. At the same time, Mobile Roadies would be
helpful in evaluating the quality and appropriateness of the content of the organisation from
the perspective of the customers. Also, the organisation would be able to send push
notifications which would be information from own site or through the platform itself. So, it
would be easier for the organisation to remain close to its customers (Greenberg, 2004 ).
 Good Barber- This platform is used majorly for developing iOS and Android apps. The
details of this application platform can be controlled without coding even a single line. This
indicates that this is a very user friendly platform using which does not require exceptional
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skills. At the same time, it would give a scope to the customers to submit their articles,
videos and photos etc.
 Appy Pie- It is a cloud based DIY tool that enables users to createmobileapplication for
almost every operating systemplatform and publish it without anyprogramming skill.
Although this is beneficial as it involves less investment in human resource. However, there
might be uncertainty about quality and thus, using this platform would not be effective for
CC Support (Dikhit, 2015).
Success factors
In order to ensure successful implementation of the CC Support platform, the company would have
to focus on ensuring that all success factors are effectively achieved. There are various critical
success factors of mobile application that needs to be taken into account by companies in order to
improve their customer service such as
 Ensuing experience of customers are right:Companies need to provide high level of
customer service on the mobile app as compared to website. The customers should be
provided with the opportunity to use their mobile app to conduct their daily activities similar
to desktop and computers. For example, Monese is one of the financial institutes in the UK
has been found using mobile solutions to tackle the query and provide solutions over mobile
based solutions (Zendesk, 2018).
 Proliferation of device types:It is also an important factor that needs to be taken into
account to provide high level of customer service through mobile app. Therefore, it becomes
important to first identify the target market and consumers and then develop a mobile app
that would be suitable for customers using both Android and IoS operating system in their
mobile. For e.g., Amazon has developed its e-commerce mobile app which could be easily
operated by customers of different OS platform (Spaceotechnologies, 2018).
 Content-Rich Experience: The mobile app to improve customer support should focus on
providing its customers with high level of sensor and connectivity tools. The mobile
application should include tools such as GPS, Clock, Camera and Help Desk to enhance the
experience of customers in the service industry. For example, Uber Eats provides a content-
rich experience for their customers by effectively tracking customer’s location and suggest
nearby restaurants to them. This enhances customer service in the company (Agarwal,
2015).
Enablers for a successful implementation
The role of enablers and success factors are essential in making sure that the implementation of
mobile solutions in the business is done within the stipulated time period. This process is very
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important as it would benefit the company to gain competitive advantage in the market by providing
high quality of customer service to its final users. There are various enablers that should be taken
into consideration during the process of implementation of mobile solution such as
 Top Management: The authorities involved in the top management are responsible towards
the successful implementation of mobile app in the company through the process of
informing and educating its employees about it. The company should provide a clear
mission and vision related to the benefits that could be gained through successful launch of
mobile solution in the future (Somani and Rana, 2018 ).
 Employee Involvement: The role of employees is also very huge in terms of successful
implementation of mobile solution. Therefore, it is important for the business to provide its
employees with adequate training in the usage of the mobile application to enhance
customer service. For e.g., Spotlight Ticket Management focuses on developing an in-house
team of experts who possess knowledge of mobile. These individuals are entitled to the
responsibility to educate and train other employees on successful usage of customer service
mobile app (Moore, 2013).
 Relationship with Suppliers: The engagement of suppliers with the company is also
important in the course of successful implementation of mobile app. The top authorities
should be in direct contact with the suppliers with the intention to reduce the delivery time
of the mobile app (Miller, 2017).
 Maintenance: The element of maintenance is also a crucial factor that needs to be taken into
consideration during the implementation of mobile app in the organisation. The company
should look to update the mobile app from time to time in order to overcome the issues of
lag and unplanned downtime which might negatively impact the success of customer service
mobile app in the market (Lindstrom, 2014 ).
Cost factors and key components of a mobile solution that will influence these
costs
The attainment of mobile app solution in business totally depends on how well the company has
been able to not only identify but also allocate appropriate financial resources to all of them in order
to ensure its success in the future. During the process of development of mobile app, the following
cost factors need to be taken into consideration by both software developer and top authority such
as
 Development cost of Mobile App: The cost of developing a mobile app for a business
differs from one situation to other. This is largely due to the nature, usage and contents
present within the app. The most common costs which are incurred by every company
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during mobile app development are costs related to selection of user interface, data
encryption, app type and 3rd party integration (Cumulations, 2017).
 Maintenance costs: The cost of maintaining mobile app in the business is high. This is
largely due to the complexity, functions and features available which makes it difficult to be
understood by all age group of customers. Furthermore, company also needs to invest
hugeamount of money to update its application for smooth and positive experience of the
customers (Payne, 2012 ).
The key mobile solutions that are responsible to influence the above-mentioned costs are
 User Interface: The role of user interface is important for any mobile application as its
benefits in enhancing customer experience by providing them with simple software. The
company needs to invest heavily in hiring an experienced software designer that would
assist in developing a mobile page that would contain large amount of information similar to
webpage (Miller, 2017).
 Enterprise Application: The companyis also required to invest heavily in their training and
development process to teach and educate employees in the company towards the successful
implementation and launch of mobile app. The employees should be provided sufficient
information about various elements of enterprise applications such as customer relationship
management, knowledge management and e-mail to ensure success of mobile app in the
future (Brans, 2018).
Conclusion
Thus, it can be derived from the above discussion that CC Support has the potential to enable the
organisation to keep in constant contact with the customers, which is essential in the current
business world. It can be concluded by saying that the importance of mobile application in recent
business environment is huge largely due to the changing nature of consumers and market. In this
paper, the discussion and analysis of the implementation process of mobile solution have been
discussed with reference to increasing the customer service of the organisation. The success factors
and enablers related to the implementation of mobile app have been discussed to understand how
device type and rich content is useful in attracting customers towards the business. Finally, costs
related to the development of user interface and maintenance has also been discussed with reference
to the implementation of customer service mobile solution in the organisation.
References
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