I know what I mean. At BDC, we've been rolling out a major project to equip our field teams with custom iOS apps that are transforming the way they work.
Our Account Managers and Consulting Specialists spend the majority of their time on the road meeting with entrepreneurs in their businesses. Previously, they had to carry a large amount of paperwork, forms, marketing brochures, etc. Account Managers had to make at least two visits and needed approximately 10 days to issue a loan to an existing client.
Today, our account managers travel with iPhones and iPads. And the custom apps we use allow us to grant a loan in less than 30 minutes, and in a single visit.
We have also moved to a completely paperless environment for engineer database existing customers who apply for and process loans using our Express Loan iPad app. The streamlined processes and reduced travel time save us an average of eight hours of work for each approved loan.
BDC’s mobility project in figures
30 minutes
The speed with which we can now grant a loan
8 hours
Average time saved for each approved loan
2,000
Number of loans approved since the launch of our mobile application
Mobility is redefining our interactions with customers
This is just one example of the opportunities that now exist for our staff members. We have developed seven iOS apps that allow them to help more business owners.
These applications have redefined the way we interact with our customers. They were primarily designed for customers with whom we have dynamic interactions, and they create a completely new customer experience . We can now work in real time and demonstrate to business owners that we are walking the talk when it comes to innovation.
5 tips to ensure the success of your mobility project
Now that our “mobility” project is bearing fruit, I would like to share with you some of the lessons we have learned, hoping they will help your business.
1. Keep it simple
We began our “mobility” project by looking at the “mobile moments” of staff members who are in contact with customers.
A “mobile moment” is a time when someone uses a mobile device to get what they need immediately, in context.
We then identified “mobile moments” that could be easily supported by existing applications on the market and were easy to deploy.
2. Adopt a user-centric approach
We worked with account managers and consulting specialists throughout the application ideation and design process to identify pain points and opportunities to deliver greater value to business owners.
This approach has allowed us to develop intuitive applications, adapted to natural conversations and the pace of meetings.
Our staff members continue to brainstorm possibilities for mobile applications and provide feedback on current applications to help us continually improve them.
3. Start with a minimal viable product
We limit the first version of our apps to those that offer the fewest features, without compromising the quality and user experience of the app.
This allows us to launch our applications quickly, reduce risks and initiate a feedback cycle with users to develop the application according to their needs.
4. Aim for the best user experience
As we develop mobile apps for our staff, we strive to provide the best user experience possible. This is especially important since clients may see multiple apps during our meetings.
This approach is not more expensive; it is simply a guiding principle that offers multiple benefits, including higher adoption rates, less training and change management , and ensuring user happiness.
5. Question your ways of doing things for mobility
The context of the "mobile moment" must be clearly understood.
What does the user want to accomplish when he or she is “mobile”?
What are the weak points?
Often, we need to adapt our processes to a mobile context to deliver the right mobile application. This is especially true when that application is used in interaction with our customers.
It's also about making choices, including limiting ourselves to the most important features and reducing the exceptions we can handle to the bare minimum. Otherwise, the usability of the application will be compromised.
Mobility: an approach that delivers results
Our “mobility” project has allowed us to stand out in the market. Our products and services are more accessible, our staff members are more efficient and we bring even more value to our customers.
We are the first financial institution in Canada to have deployed a mobile application to grant a commercial loan in a single visit to the client. By freeing our account managers from the administrative paperwork they had to complete, we also allow them to spend more time with clients.
Adopting modern technologies has provided an opportunity to transform our processes, accelerate service delivery and create a better work environment.
I hope that Canadian business owners with field staff can learn from our experience as they embrace mobile technologies to deliver more value to their customers.
