www.superfastbusiness.co.uk

1. The Connected Business
Kate Doodson
Cosmic
@cosmickated
Serco Internal

2. What is superfast business?
• Superfast Business is a European Funded programme of fully
funded business support for SMEs
• Delivered by Peninsula Enterprise, working with the Local
Authorities & Connecting Devon & Somerset broadband rollout
project
Serco Internal

3. Superfast Business Support
• Business advice and specialist support to help growth businesses maximise
the opportunities of Superfast Broadband and associated technologies.
• Benefits for businesses can include:
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Competitive advantage through take-up and exploitation of SFBB
Increased productivity
Improve access to new markets and business opportunities
Increase competitive advantage for businesses in rural locations
More flexible and environmentally friendly working practices
Increased opportunity for innovation
Efficiency and timesaving
• Eligibility criteria apply to businesses accessing the service
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4. Serco Internal

5. Support Available – 12 hours of support

6. Next Steps
1.
Register on our website (which incorporates the Knowledge
Hub). www.superfastbusiness.co.uk to unlock access to a range of
resources and materials
2.
Check your eligibility
3.
Let us know what areas of ICT and technology you might be interested
in
Developing an ICT strategy
Developing your ICT network/ infrastructure
Engaging new and existing customers
Collaboration
Client Relationship Management Systems
Flexible working
Moving your business to the Cloud
Business Continuity
4.
Talk to our Client Relationship Co-ordinator to check your eligibility and
arrange an appointment with one of our dedicated Business Advisers
Serco Internal

7. http://www.youtube.com/watch?v=G7KZR9
NwKQQ

8. Stay up to date
• www.superfastbusiness.co.uk
• twitter @superfastbiz
• Facebook www.facebook.com/superfastbiz
• join our LinkedIn group 'Superfast Business SW'
• info@superfastbusiness.co.uk
• 0845 603 8593
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9. The Connected Business
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12. Business is Changing
UK ?
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13. Business with no change?
2012
Physical CDs - ½ million
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Downloads –183m

14. Businesses that have adapted
33% of UK Sales
£2 billion – digital
6% of UK Sales
£2.6 billion
Financial Times
subscriptions :
316k digital vs 286k print
Serco Internal
17% - book
revenues online

15. So what’s changed in business?
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16. TV
PR
Adverti
sing
Print
Mail
shots
Radio
Old world customer marketing

17. TV
Social
media
Email
PPC
Mobile
Print
PR
Search
Website
affili
ate
Webi
nars
New world marketing
Radio
Rapid
Fragmented
Two way

18. The world has changed
• Instantaneous response
• Accessibility
• Transparency
• Accountability
• Higher Expectations
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19. People change
• Gen X
• Gen Y
• Gen Z
• Baby Boomers
• Millennials
• Digital Natives
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20. Staff have changed
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21. What is a connected business?

22. What is the connected business?
Collates and interprets collated
business data for customer
intelligence and insights
A business that connects discreet
parts of the business that may not
have connected before
A business that makes the
most of technology to
realise full business
potential

23. Business benefits of becoming a connected business?
• Saves time – staff time, management time
• Saves resources – avoids duplication/triplication of data
• Provides a consistent customer journey experience
• Increases staff motivation
• Creates data for intelligence
• Improves communication internally
• Allows true mobilisation of the office and workforce
• Provides resilience against business continuity and disruption
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24. Our 7 tips to becoming a connected business
1. Connect with your
customers where they are 5. Create a self-serving team
2. Know your customers
6. Mobilise your
better
communications
3. Create your website hub
7. Benchmark against the
4. Stop, collaborate and
project manage
best
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25. External customer systems
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26. Connect with your customers where
they are
1. Mobile marketing
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27. • Connect – where your customers are
• Most of the business and consumer population in the UK now
use smartphones,
• 80% of population using the internet (UK)
• 34m using Facebook
• 10m using Twitter – 90% on mobile devices
Social media , Search, Advertising, Reputation, New media
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28. Serco Internal

29. Check-in
Encourage Vouchers..
• Facebook
– Check-in to your business
– Appears in friend’s feeds
• And advertise alongside checkin
– Discounts and deals
• Foursquare
– Check-in
– Vouchers and deals
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30. Engaging customers
through Augmented
Reality:
L’Occitane, beauty manufacturer
have embraced Augmented
reality, using it within their
printed brochures and in store
for additional experiences and
instant purchase
Serco Internal

31. www.aurasma.com
www.blippar.com
Create your own…and … tap-to-buy
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32. Connect where your customers are - with video content
…..With video content
• Video – for sales and marketing
• Product descriptions, visualisations
• Expert analysis, talks
• Case studies, testimonials
Becoming significant in Search Results
Pre sales – research
Post sales - support
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33. Creating video content
for customer retention:
Sony Xperia have created a
YouTube channel of all their
support and advice guides.

34. Be more consistent with your
customers
2. Customer Relationship Management
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35. http://www.youtube.com/watch?v=TXWn_4
Serco Internal
lumkw

36. Why use a CRM?
• A CRM can connect every area of business that touches the customer –
– Marketing
– Sales
– After sales support
• And areas which the customer may not see
– Finance
– Accounting integration
CRM moves the company from a product centric focus to a
customer driven focus.
Serco Internal

37. What can a CRM system do?
Collate customer information
• Enquiries received
• Telephone calls made/received
• Meeting notes
• Business cards received
• Leads Generated
• Letters/Emails sent & Received
• Attendees to Seminars
• Website hits
• Project plans
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38. Inputs from many sources
Twitter
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39. Outputs
Customer Data
Analytics
Project Management
Reporting
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40. Customer relationship management systems
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41. Map your CRM to your customer journey

42. Create a website hub
3. Websites & apps?
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43. Web at the heart

44. Business benefits of a connected website
• Your website, your castle - Your website communicates volumes
about your brand, your values and the way you do business
• Save time and resources
Integrating with back office functions
– Create self serving clients
–
Your website is the place
•
Control your content
•
Control your reputation and show off your expertise
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45. Brilliant website?
Style and tone
Integration
Engaging, engrossing, reflects
customer
transactional, self serving website
that integrates with key back office
functions
Creates environment for ‘desire to
buy’
Is content driven
Integrates with finance, CRM, enews,
Functionality
Mixed payment methods debit,
credit, PayPal
Self serving for customers anytime
support, automated
Website  centralised customer experience platform
Serco Internal

46. Get the basics right - Organic is still the number 1 driver of traffic
to websites in 2012
And Google mobile searches are up 400% in last 12 months
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47. Responsive design
• Does your website
work across platforms?
Is it mobile responsive?
Is it tablet responsive?
23% of web traffic to JL and 25% to LA
sites23% visits to JL website are now
mobile
Serco Internal

48. Internal business systems
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49. Stop, collaborate and project
manage
4. Project management & Collaboration systems
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50. Business benefits of project management tools
• Significantly improve communication between staff
• Reduce time – avoids double handing of data
• Provides reporting – project time vs allocated time
• Increase customer and staff interaction and consistency
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51. Project management
• Project management tools
– Maximise resource management with
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Taskboards
Document storage
Automated timesheet creation
Automated expenses generation
Virtual meetings
Online/offline collaboration
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52. Serco Internal

53. Create a self-serving team
5. Admin management systems
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54. • Self service systems HR/E-learning
– Utilises technology to manage
Personnel files
Leave requests
Automates time recording
Self service with manager routing
Includes performance management
Utilises online learning, encourages personal development
online
• Uses online recruitment
• Has reporting modules
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•
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55. https://www.youtube.com/watch?v=noPIPZ
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56. Connect and mobilise your staff
6. Cloud systems
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57. Business benefits to cloud
• Improved agility – scalable, flexible, future proof
• Better resilience – managed backup, firewalls, Real time
monitoring
• Operational efficiencies – Capex Opex, pay for what
you use, reduce investment in hardware
• Sustainability – reduce energy consumption, over
provisioning
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58. What is cloud?
• Access applications and data on
the internet rather than on your
‘owned’ equipment
• Natural evolution of technologies
& approaches
– virtualisation, automation,
integration, and utility computing
• The revolution is around how IT
resources are managed and
delivered
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59. Staff are already using cloud
Consumers
• 56% of internet users use webmail services
• 34% store personal photos online
• 29% use online applications (Google Docs, Photoshop express)
• 7% Store personal videos online
• 5% pay to store computer files online
• 5% back up hard drive to online site
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60. • You can replace…
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–
–
–
Software
File storage
Email servers and exchange
Platforms
….With cloud technologies
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61. • Cloud systems
– Provide staff with anytime anywhere access to
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Files
Software
Emails
Platforms (Cloud)
– Secure backups
– Business continuity management plan
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63. Pick and mix approach…..
podio
http://www.xero.com/uk/add-ons/
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64. Starts at £6.50
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65. 5 things to consider - Cloud
1.
Disregard any supplier that offers 100% uptime – read the
contract, what does uptime cover
2.
Select a supplier that can deliver high service levels –
dedicated support team, round the clock monitoring,
3.
Don’t under estimate the importance of network
infrastructure security – public or private IP Network?
4.
Be clear on how flexible and scalable your solution is –what is
their partner network like?
5.
Check out their data security credentials – is the service
compliant with UK data protection law
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66. Benchmarks against the best
7. Benchmarking and measuring tools
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67. Benchmark in Social Media
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68. Understanding analytics
1.
Who are your visitors
2.
How do they get to your site
3.
What do they do once they are there
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69. Serco Internal

71. Predictive Analytics
• Want to predict who your customers will be?
Predictive analytics can help do that
• Tesco– can predict the exact day customers will
return and the amount they will send within £10 for
around 20% of their customers
• issues100m personalised coupons at checkout. PA
has increased redemption rates x 4 times.
• Mobile phone company – have successfully
predicted mobile subscribers that are 10x more likely
than average to cancel
• HP – PA models generate ‘flight risk’ score for all
employees. Estimates $300m savings
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72. • LA Police
• Review 13 million past crimes to predict current behaviour
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73. A connected business measures success and predicts future
trends
Descriptive (what happened)
Diagnostic (why did it happen)
Predictive (What will happen)
Prescriptive (How can I make it happen)
Serco Internal

74. Features of a connected business
External systems
1.
2.
3.
4.
5.
6.
Customer
relationship
management
Internal systems
1.
2.
Digital reputation 3.
E-marketing
Project
management
HR systems
Staff productivity
4.
Website ecommerce
Internal
communication
5.
Finance
Knowledge base 6.
Customer
intelligence
Sector specific
processes
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Business eco-system
1.
Collaboration
2.
Benchmarking
3.
Innovation
4.
Competition
5.
Peer support
6.
Recruitment
7.
Sector leadership

75. Questions and discussion
@cosmickated
kate@cosmic.org.uk
Serco Internal

76. Next Steps
1.
Register on our website (which incorporates the Knowledge
Hub). www.superfastbusiness.co.uk to unlock access to a range of
resources and materials
2.
Check your eligibility
3.
Let us know what areas of ICT and technology you might be interested
in
Developing an ICT strategy
Developing your ICT network/ infrastructure
Engaging new and existing customers
Collaboration
Client Relationship Management Systems
Flexible working
Moving your business to the Cloud
Business Continuity
4.
Talk to our Client Relationship Co-ordinator to check your eligibility and
arrange an appointment with one of our dedicated Business Advisers
Serco Internal

77. Serco Internal