Avanade Work Redesigned (fra IT-Trender, mai 2013)

© Copyright 2013 Avanade Inc. All Rights Reserved.
The Avanade name and logo are registered trademarks in the US and other countries.
Espen Sletteng-Fagerli, CTO Avanade Norway
e.sletteng-fagerli@avanade.com
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Work Redesigned

Work Redesigned
Work Redesigned is a vision for enterprises to get work
done in new ways, and change business processes to
improve agility, respond faster to market changes and
delight customers.

© Copyright 2013 Avanade Inc. All Rights Reserved. 3
Work is changing

• New set of expectations
• Evolving approaches to work
• New opportunities
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What we’re seeing

Work Redesigned
What the modern enterprise looks like
COLLABORATIVE
AND MOBILE
ENGAGING
EXPERIENCES
FLEXIBLE
PROCESSES
CUSTOMER
CENTRIC

Enterprises are collaborative, mobile
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• Virtual and interactive
• Accessible from
anywhere
• Easily searched,
consumed, shared
Faster, fluid, more productive exchanges and results.

US pharmacy wants to transform traditional
paper-based, manual prescription hospital services
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Business situation
• One of largest U.S. drugstore chains
• Increasing frequency of bedside patient consults driving costs upwards
• Desire to increase customer loyalty and cross-sell home prescription delivery and home care
• Security is critical given exposure to health care records

Sarah, an Rx Technician, fills
patient prescriptions at their
bedside, and helps patients
get answers to their drug
questions.
Beth, a pharmacist, helps
patients understand their
medications via live video.
US pharmacy improves the service experience with
collaborative mobile bedside prescription delivery
John, a patient, leaves
the hospital with all the
prescriptions and information
he needs for care at home.
Mary, an executive,
can increase customer
loyalty, and cross sell while
reducing costs through more
efficient use of resources.
How does it work? Avanade is delivering…
• Windows 8 app for capturing prescription and patient information
• Lync video conferencing enables bedside pharmacist consult
• Simple, intuitive interface that’s easy to use.

Supported by flexible
business processes
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• Adaptable
and digitized
• Automated and
self-served
• Personalized
and continuous
Accelerate the pace of work and build a foundation for growth.

Spanish bank replaces paper workflows with mobile-
enabled, flexible processes to advance its vision
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Business situation
• One of the largest banks in Spain
• Wanted to advance a vision to become the bank of the future
• Sees technology as integral to innovating its business

Employees collaborating on loan
approvals can review transactions,
comment and document decisions
in-person, in-real time, speeding
up the approval process.
Spanish bank replaces paper workflows with mobile-
enabled, flexible processes to advance its vision
Daniela, a branch financial advisor,
can have more productive
conversations with customers.
Ricardo, an executive, can advance
bank goal of green IT through digitized
workflows, while enabling greater
transparency and collaboration.
• Windows 8 tablets for branch financial advisors to use for sales conversations
• Embedded tablets in bank meeting rooms to support greater collaboration, digitization of paper workflows
• Back end systems integration, enabling headquarter employees to do work on touch-screen Windows 8 tablets

Avanade is building a
Dynamics AX Point of Sale
application that connects with
Windows Phone and a card
reader. Cross platform
prototypes of iOS and
Android. The mobile devices
also enable Delta to push
real-time communications to
flight staff.
Airline needed to modernize
and enable 21,000 flight
attendants globally to
manage, sell and track on-
board sales to customers.
The solution provides flight
attendants with a feature-rich
device that better enables
them to perform their jobs,
enables delta to reduce credit
card loss, and allows
customers to purchase a
larger variety of services
while in flight.
Instantly
verifiable
transactions,
more sales
Flexible,
mobile app
Enabling real-
time in-flight
POS solution
Global airline redesigned in-flight
business processes
In-flight POS and mobile collaboration: Redesigned in-flight business processes for a
personalized customer experience while equipping crew with real-time access to airline
data and communications.

They offer engaging experiences
• Multiple ways to engage
• Useful, usable and
beautiful experiences
• Personalized content
Tailored interactions to improve satisfaction, productivity.

Large food retailer seeks to improve online
shopping experience ahead of planned expansion
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Business situation
• Wants to improve process for fulfilling online orders from customers
• Current process is time consuming and has a high error rate, frustrating customers
• Saw an opportunity to speed up order fulfillment while also minimizing errors, leading to increased
customer satisfaction.

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Mobile-enabled order fulfillment helps large food
retailer improve service quality and lower costs
Emily, an executive, can ensure
customers are completely happy, while
minimizing costs from incorrect orders,
and more efficient use of resources.
Simon, an online fulfillment worker,
can fill customer orders faster and more
accurately, easily locating and matching
the right products for the right order.
• Embedded Windows 8 slate within each fulfillment shopping cart
• App that offers detailed product information, location, visual, and more,
plus and visuals to quickly match items to specific orders
Janet, an online customer, gets her
order delivered exactly right, on time.
She is happy with the services and
willing to shop online again.

And are customer centric
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• Continuous monitoring of
customer trends
• Adapt to stay in-tune with
customer values, needs
• Open dialogue channels
Align products and services to customer value

• Start small
• Involve cross-section
of your people
• Enable quick wins, and
build from there
How to begin the journey to Work Redesigned
• Storyboard ideas
• Test with proof-of-concepts,
short pilots
• Refine and expand
Proof-of-concept with 1 store, 1 user group, or 1 plane

Work Redesigned

Mobile customers create the
exact vehicle and options
they want with a rich virtual
interior and exterior
experience, customizing their
desired model with features
like paint, wheels and trim.
Bring a high touch showroom
experience to the mobile
consumer. Enable mobile
customers to access an
application to customize
vehicles from anywhere and
on any device.
Allows dealership sales force
to increase its up-sell
opportunities, provide
premier customer service
and improve deal closure
rates in a complex sales
cycle.
Increased
sales
opportunities
Personalized,
high-touch
engagement
Enhancing the
customer
experience
Mobile automotive configurator: Designed a better way to engage customers off the
showroom floor with a mobile, smart car configuration tool.
Automobile manufacturer configurator

Processes of focus
Sales and field force
enablement.
Order fulfillment and
distribution.
Distributed teaming.Process automation and
compliance
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Avanade Work Redesigned (fra IT-Trender, mai 2013)

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