Adobe Experience Manager Mobile for Consumer Services


Digital Publishing

Service companies play a huge role in people’s lives. Across this industry–whether real estate, transportation, utilities, and more–they are called upon to help maintain homes and vehicles, to answer technical calls, provide education and certification and to make everyday tasks more convenient.

Business leaders in companies that deliver consumer services are quickly realizing that mobile apps can empower their organizations to maximize resources, provide critical training, and deliver goods and services via mobile devices that are now ubiquitous among customers and employees. Because their operations are complex, mobile-worker intensive, and require up to date information in order to meet customer expectations, it’s imperative that companies choose the right solution for building, delivering and maintaining mobile apps to customers and employees.

Giving Customers and Employees Mobile Access

Every successful company in the service industry knows that customer satisfaction is number one. Today’s customers expect access, convenience, ease and intuitive transactions. Customers who can find answers, schedule appointments, retrieve information, experience a smooth and successful service call–all thanks to an app–will return the next time they need a service.

Companies like Sotheby’s International Realty, Vivint and Angie’s List have created highly successful apps using Experience Manager Mobile that solve challenging business problems and also attract and maintain their clientele. Let’s take a look:

Sotheby’s International Realty turned to a mobile app to help keep more than 15,000 sales associates in 47 countries up to speed on real estate offerings around the world. Instead of printed materials being distributed to 660 offices, the Sotheby’s app puts up-to-date information at associate fingertips, saving the company over one million dollars a year. Videos, photography, and the most recent listing information is always available – no matter what the location of the client or their desired new property. That kind of access leaves an impression.

 

Angie’s List is one of the most well known customer-centric service organizations in the United States. In the last 20 years, the organization has developed and maintained trust through their platform of connecting the best local service providers with consumers. Through the launch of their customized mobile apps, their three million members enjoy an award-winning digital magazine, published weekly, and tuned in to their region. Twenty-seven percent of Angie’s List Weekly readers click-through to the website or task-based app and leads them to pre-packaged offers. This cycle contributes to the $15 billion in transactions Angie’s List does each year.

 

Adobe-Vivint-infobit-02092016Vivint, a leading smart home technology provider, offers home security, energy management, home automation, and high-speed Internet solutions to more than 850,000 customers. Because they rely on 750 field service professionals to help sell products and install them in customers’ homes, Vivint created a dynamic mobile app that brings consistency, scale, and flexibility to their training model, while saving them them a significant amount of time and money. Each technician completes various modules, takes assessments and quizzes, goes through step-by-step tutorials, and completes troubleshooting exercises. Technicians now have access to the most current content available, are highly engaged, and are trained consistently across all regions.

 

Learn more about other services companies using Experience Manager Mobile, including PADI who is delivering scuba training to its members through their mobile app and ExxonMobile who is using a mobile app to recruit new employees.

Capitalizing on Data

Data can show a company if their content is getting attention, help them test messages, and know their audience better. It can also show bottlenecks, where audiences lose interest and if experience is missing the mark.

Knowing demographics and utilizing geo-location services to offer promotions helps customers see what is relevant to them and increases click-throughs. Push-notifications can alert a customers about a special on a service they searched online the day before and can also notify a service technician that there is new training content available.

Social Clout

Service companies thrive on social clout – today’s word-of-mouth advertising. Apps can make it easy for happy customers to share their great experiences with just a push of a button connected to a social media network. On the other hand, customers who need support can get it with just a simple click to call or message a representative.

Apps represent a lot of potential value for service companies. Supporting representatives, engaging with customers, and maintaining connection for future transactions all stem from an engaging app. Knowing what customers want and employees need and giving them seamless access is today’s mark of truly exceptional service—be sure to check out these app examples for even more inspiration on what is possible for companies in the services industry.

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Read the Experience Manager Mobile solutions brief for the services industry.

Learn more about the new Adobe Experience Manager Mobile.

This blog contains excerpts from a CustomerThink article entitled Apps Bring True Customer Satisfaction by Lahary Ravuri, posted on 2/27/2016.

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Meet the demands for mobile apps in the enterprise at Adobe Summit


Digital Publishing

Mobile and customer experience are among the top opportunities marketers are excited about, according to research firm eConsultancy [1]. But how can marketers produce mobile apps that drive user engagement? And how can they not only create business applications quickly, but how can they update those applications in order to meet fast-changing market demands? It’s clear that enterprises are attempting to fulfill this demand for mobile app content. In fact, Forrester Research, Inc. estimates that enterprises are spending $18 billion on contractors in 2016 to build and maintain mobile apps [2] — a sign of limited capacity to make, manage and measure these digital experiences.

As the appetite for mobile apps grows, enterprises will have to determine how they can deliver compelling experiences that meet fast-moving market demands. At Summit 2016, I’ll be covering how enterprises can solve the biggest challenges related to creating and managing their mobile app experiences. Centralizing content from across your organization is one of these challenges, and we’ll discuss why it’s important to deliver this content in a mobile experience that ties into your content management system. We’ll also talk about how you can manage existing apps using the mobile capabilities of Adobe Experience Manager – helping to centralize all your apps in a singular, unified dashboard. I’ll also cover some tips-and-tricks you can use by using and integrated set of engagement services, like in-app messaging, push notifications, analytics and more.

I hope you’ll join me and Mitch Green, our director of product management, for Summit Session S826, “Keeping up with the demand for mobile apps in the enterprise”. Reserve your seat in Session S826 today.

[1] “Quarterly Digital Intelligence Briefing – Digital Trends 2015” eConsultancy. January 2015 p. 11
[2] ” The Global Tech Market Outlook For 2016 To 2017”, Forrester Research, Inc., January 2016

 

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Moving from DPS 2015 to Adobe Experience Manager Mobile


Digital Publishing

Adobe Experience Manager Mobile offers enterprises a new, compelling way to create, manage and measure mobile apps – and ultimately help move their business forward. That’s great news for companies, especially because 77% of enterprises in 2015 say they’ll be investing more in mobile over the next 12-18 months, according to analyst firm IDC.[1]

We’ve combined functionality from Digital Publishing Solution (DPS) and Adobe Experience Manager Apps into the new Adobe Experience Manager Mobile—and added new, expanded functionality to Experience Manager Mobile in order to deliver app experiences for the enterprise. Among other things, it will allow you to:

  • Move your business forward by equipping employees with apps connected to critical systems like customer relationship management (CRM), enterprise resource planning (ERP), and product information management (PIM) systems
  • Centralize apps from across the enterprise and manage the mobile app lifecycle from a singular, unified dashboard
  • And integrate device-level features to make mobile apps compelling tools for your customers and employees using Apache Cordova, such as camera, contacts, files, and location services

The DPS services you’ve come to use will be carried forward as the on-demand services in Adobe Experience Manager Mobile. As an existing DPS customer, your apps and your content will remain unaffected and you will have access to the on-demand services of Adobe Experience Manager Mobile, which are a subset of the entire Experience Manager Mobile solution.

You’ll also notice something different when you sign into the product. We have rebranded the services that were previously DPS to Adobe Experience Manager Mobile On-Demand Services — so when you log in, you’ll now see this new branding.

When you upgrade from DPS to the new Adobe Experience Manager Mobile, you won’t have to convert any of your content – it will transfer over automatically. If you’re upgrading from DPS Classic, you’ll need to migrate your content to the new system.

We’re excited about the expanded possibilities Experience Manager Mobile offers. Find out more about the new solution using the links below:

[1] “The State of Mobile Enterprise Software in 2015: An IDC Survey of Applications, Platforms, Decisions, and Deployments ” IDC, August 2015, p. 36

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Medtronic Adopts Adobe Experience Manager and Delivers Powerful App to Global Sales Force


Digital Publishing

With 85,000 employees in 160 countries, Medtronic is among the world’s largest medical technology, services and solutions companies. This massive reach allows Medtronic to potentially touch millions of patients every year with its life-saving innovations.

Medtronic is constantly developing new solutions to help hospitals and healthcare providers deliver the best care possible. As a result, marketers and designers have created thousands of assets that are used in websites, brochures, apps, and more. Thomas Swanson, Senior Marketing Technologist & Program Manager at Medtronic, recognized that the company needed to simplify its content management system to reduce errors. Medtronic chose Adobe Experience Manager to consolidate dozens of content platforms. Then, in just five months, Medtronic worked with Adobe and Adobe Digital Publishing Suite (now part of Adobe Experience Manager Mobile) to create a sales enablement app to help thousands of sales teams get sales tools when they need them.

Adobe: How much content were you managing at Medtronic?

Swanson: Not only is Medtronic a huge, global organization, but we have more than 100 websites and 40 apps. We had 3,500 assets for our sales enablement app alone. What we didn’t have was a central asset management solution. We had about a dozen separate solutions managing content. One solution stored just the content for sales enablement apps, while our EU units managed their content in separate solution from the U.S. unit. Each solution would contain the same product images and other content, so if our designers came out with a new version, every solution needed to be updated separately. The system was working, but there was a lot of opportunity for error.

Adobe: How does being in the medical industry affect your content?

Swanson: In many industries, it’s not a huge deal if your brochure is slightly out of date. In the medical industry, it can literally be a matter of life and death. That’s why we’re monitored closely by government entities like the FDA, and we hold ourselves to industry standards that are even higher. It’s essential that we get the right information to the right people at the right time. It was time to tackle our chaotic web of content management solutions before something went wrong.

Adobe: Why work with Adobe Experience Manager?

Swanson: We needed a solution that could deal with a large volume of assets and deliver them to multiple channels anywhere in the world. Our creative team was already working with Adobe Creative Cloud, so we took a look at other integrated Adobe solutions. Adobe Experience Manager fit all of our needs.

With Experience Manager, we can manage content centrally instead of having many redundant systems. Our product catalogs and e-commerce systems around the world pull all of the product information and imagery from the same source, which also feeds content to our third-party training systems and resellers. We’re improving compliance by reducing the risk of someone using out-of-date content.

Adobe: Why did you decide to make a sales enablement app?

Swanson: We wanted to give our sales force the tools that they needed to spend more time with customers, build relationships, and increase sales. But the challenges of the medical industry are too complicated and unique to easily explain in off-the-shelf products. We developed our own sales enablement app in house a few years ago. It was designed for our 200 sellers in the U.S., but towards the end, it was being used by more than 8,000 sellers worldwide.

Adobe: Why work with Adobe to create a new app?

Swanson: Our sales teams loved the app, which is great, but it was being used well beyond its original scope. Also, we’re a medical device company, not a software development company. We were investing a lot of time and money in something that wasn’t part of our core mission. Since we were already consolidating our content management systems, we took the opportunity to create a new app that was easier to manage and designed around the needs of our global sales force.

We handed the project over to the experts at Adobe Experience Consulting. Using the Adobe mobile app solution, they created our app in just five months.

Adobe: How is the new app helping sale and marketing?

Swanson: Using the new sales enablement app, sales representatives around the world can view, download, and organize sales tools from our marketing library. All assets in the library are created by marketing and approved by legal, so sales reps know that they’re always working with something that’s on brand and free to show customers. They can even share links with customers, which lead to the most recent version of content. So, even when we’re not there, we know that customers are seeing the most up-to-date information.

Best of all, the Adobe mobile app solution is incredibly easy to use. This means that marketers and designers can create and upload assets at any time without needing help from an app developer. Analytics allow us to view what tools sellers are using. By getting sales the right information at the right time, we’re closing more deals and bigger deals to get patients around the world the life-saving treatments they need.

Learn more about building and managing apps with Experience Manager Mobile. Read the Experience Manager Mobile solutions brief for the healthcare industry.

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Pacific Life Increases Sales Volume with Dynamic App for Wholesalers


Digital Publishing

Since 1868, Pacific Life Insurance Company has provided insurance and investment solutions that help clients prepare for every phase in life. Rather than selling directly to customers, Pacific Life has selling agreements with more than 850 banks, financial planning firms, and other financial institutions across the United States. Pacific Life’s 85 wholesalers work closely with advisors at these institutions to bring new services to even more customers.

Recently, Pacific Life began outfitting its team of 85 wholesalers with iPads to improve their efficiency during sales calls and on the road. Tiffany Gregath, Director of Graphic Design & Media at Pacific Life, recognized an opportunity to consolidate hundreds of pieces of content into a sales enablement app that fit in the palm of wholesalers’ hands. Using Adobe Digital Publishing Suite (now part of Adobe Experience Manager Mobile), Gregath’s creative team created their first app in just two weeks.

Pacific Life 1Adobe: What were some of the challenges that your wholesalers faced?

Gregath: They are inundated with information. We have a huge line of products and services, some of which can get quite complex. We also update our product line frequently to meet the needs of every market. While our wholesalers are quite knowledgeable, they want to spend their time talking to advisors, not memorizing product data sheets. So that means that they need access to brochures, videos, and other sales enablement tools to flesh out the details when they’re meeting with advisors. I realized that if we created an app we could consolidate all of the content into a single experience.

Adobe: What attracted you to the Adobe mobile app solution?

Gregath: First and foremost, the fact that our in-house creative team could use it. We have a fantastic creative team who are experts at design. The Adobe mobile app solution integrates with other Adobe creative solutions, so we can design the app using skills we already have.

Since we’re creating the app ourselves, we use very little IT resources. While our IT team was more than capable of building the app, they’re busy with business-critical initiatives. By working with our creative team, we’re reducing stress on IT and getting the results we’re looking for much faster.

Click here to watch the full video.

Adobe: How quickly were you able to develop your first app?

Gregath: Since we’re working with familiar software and handling everything ourselves, we’re creating apps incredibly fast. Our first app was built for a company event. We were still very new to apps at the time, but it was completed in just two weeks. We’ve completed five apps since then.

Adobe: How are wholesalers using the app?Pacific Life 2

Gregath: We focused on the idea of the different conversations that wholesalers have with advisors. Wholesalers can start the conversation with a series of questions about the advisor’s clients and their needs to help find the types of products that may be of interest. Every page is visual, using images or short videos to engage advisors.

If an advisor already knows what they want, then wholesalers can skip right to a full product listing. We use scrolling rows with image links to each product. Thanks to the scrolling feature, adding new products to the line-up is as simple as adding another link—no need to completely rearrange the app layout.

Adobe: As a part of the financial industry, compliance is very important. How does your app help with compliance?

Gregath: We worked closely with our compliance team when we developed the app. Together, we decided to add a button to each page that opens our disclaimer. In printed materials, space can be valuable and we often asked the compliance team to use as few words as possible. The app displays the disclosure in a scrolling text box, so compliance could make it as detailed as they wanted.

Pacific Life 3Adobe: What has the reaction been to the app?

Gregath: The financial industry is typically very conservative. Being able to show how we embrace technology and state-of-the-art tools is a great draw for Pacific Life. It helps us engage advisors and even recruit younger generations of wholesalers.

One of the biggest benefits of the Adobe solution is its ability to produce metrics on adoption and utilization. In the short time since the app has rolled out, we’ve seen a dramatic rise in downloads and content views. Apps have opened a whole new world for us at Pacific Life, and we are excited to find even more ways to connect with our users.

View an on-demand version of an Adobe webinar on reinventing your sales materials here.

Learn more about building and managing apps with Experience Manager Mobile. Read the Experience Manager Mobile solutions brief for the financial services industry.

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Sotheby’s International Realty Transforms How They Deliver Information to Agents


Digital Publishing

Founded in 1976, Sotheby’s International Realty network of brokerage connects prestigious clients around the world with luxury listings ranging from mansions and ski lodges to vineyards and castles.

As part of a quality selling experience, Sotheby’s International Realty highlighted properties through enticing and visual brochures. But producing and delivering print materials to offices in 47 countries was a time-consuming and costly effort. That’s why the company switched its focus from print media to digital with Anthology: The Collection of an Extraordinary Brand, the company’s digital app.

Created using Adobe Digital Publishing Suite (now part of Adobe Experience Manager Mobile), Anthology brings its 13,000 sales associates and their clients real-time updates on the hottest properties. Wendy Purvey, Chief Marketing Officer; and John Passerini, Vice President of Interactive Marketing at Sotheby’s International Realty talked to Adobe about reaching clients through the Anthology app.


Sotheby's 2Adobe: What were some of the challenges with print media?

Purvey: We have about 660 offices in 47 countries and territories. Our design teams would spend months gathering information, designing brochures, printing them, and delivering them to all of our offices.

As you can imagine, the cost of printing and shipping all those materials was quite high. But more concerning, the materials were outdated virtually the second that they reached offices. To provide our clients with a luxury experience, we needed to deliver more timely and accurate information.

Adobe: Why switch to a digital app?

Passerini: With the Anthology app, we can push updates through the network whenever we need to. We’re able to add interactive features that draw in buyers and showcase our sellers’ properties in the best light. This innovative app is a real differentiator in the real estate industry for us. The cost savings can’t be understated. If we needed to make updates to printed brochures, that required design edits, reprints, and shipping to hundreds of offices. It could easily add $1 million to our budget to achieve the same results that we see in a fraction of the time with the Adobe mobile app solution. We’re transforming how we deliver information to our sales associates, and we couldn’t be happier with the results.

Adobe: How are sales associates responding to the app?

Passerini: Using the built-in analytics, we can get good insight into adoption, downloads, and views. We can figure out exactly what our sales associates, anywhere in the world, are looking at. This helps us figure out what’s working well, refine, and update the app to make greater deals.

Sotheby's 1Adobe: What kind of returns are you seeing as a result of the app?

Purvey: For us, the returns are apparent through our listings and sales. One of our brokers was suddenly called out to a multi-million dollar property. The owners wanted to sell, but they hadn’t decided that they were going to list with Sotheby’s. The broker simply showed up with his tablet, gathered the entire family in the theater room, and demonstrated the app over the big screen TV. Everyone watched as he scrolled through listings, guided them through virtual tours, and highlighted all of the many features that Sotheby’s International Realty uses to attract quality buyers. The family contracted with Sotheby’s on the spot without ever talking to other agencies. That’s a clear return.

Watch Wendy Purvey present Sotheby’s mobile app strategy at an Adobe symposium. Click here for the highlights or here for the full version.

Click here to download the Anthology: The Collection of an Extraordinary Brand app today.

Learn more about building and managing apps with Experience Manager Mobile. Read the Experience Manager Mobile solutions brief for the services industry.

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DPS 2015 + Oklahoma City Thunder: Bringing Fans Closer to Players


Digital Publishing

The Oklahoma City Thunder believes in the power of mobile apps to build strong connections with its fans. The team offers a range of mobile experiences, from official game-day app to a digital version of its magazine created by the digital agency Story Code using Adobe Digital Publishing Suite. Most recently, the team partnered with Story Code and used Adobe Digital Publishing Solution to create Thunder Plus, an app that brings fans across the country and around the world closer to the Thunder players and the in-arena experience.

We talked with Ron Matthews, Director of Digital Media and Publications, Matt Bishop, Web and Publications Coordinator, and Dan Mahoney, Vice President of Corporate Communications and Broadcasting for the Oklahoma City Thunder about their “crawl, walk, run” app strategy and the importance of building a deeper connections with fans.

OKC_Thunder_CMYK-PrimaryAdobe: Tell us about your digital offerings.

Matthews: We have three apps. Our Oklahoma City Thunder mobile app is our official game-day tool that offers fans real-time scoring as well as schedules, news, and stats. We also have a digital version of our popular OKC Thunder Magazine created with help from Story Code. While both of these are great digital tools, we wanted to give our fans more. We teamed up with Story Code again to create Thunder Plus to provide free, player-focused content that lets fans get to know the players like never before.

Adobe: What is the goal with Thunder Plus?

Matthews: We wanted to showcase our players and the content we gather from them and we didn’t have a seamless way to do that with our existing apps and platforms. For example, if we’re asking Russell Westbrook what motivates him or who his heroes are, we want fans to see the emotion in his eyes. Thunder Plus lets us include a video so you can hear him explain in detail how important his parents are to him, how he can’t let his teammates down, and what drives him on the court night after night. The players’ true voices come through bringing fans closer to their stories.

Mahoney: We know how people are consuming content and how the print world is adapting. We’re not doing away with the printed game night program; 18,000 fans expect it and want that hard copy. But we have a fan base that extends beyond the walls of the arena and we want to reach them no matter where they are. Thunder Plus expands our content to a broader fan base in a way they want to consume it, on their mobile devices. And one of the great things about DPS 2015 is that it lets us make updates to the app right up until game time.

Adobe: How do you see the app experience and content evolving over time?

Matthews: We’re taking a “crawl, walk, run” approach. Right now we’re in the crawl phase with the game night program and player content. Today, Thunder Plus includes a game night program that changes every other night. We have starting lineups, game previews, and trends so fans can know what to look for. There are 82 regular-season games, so that’s a lot of updates. We also include player-specific content so fans can dive deeper. We’re integrating experiences that convey what it feels like to be in the arena, such as sponsored games we play, nightly trivia questions, song playlists, videos shown on the big screens, and more.

Bishop: The walk phase will enhance some of that in-arena feel. We have a backlog of player content that we want to showcase and build on, and we plan to continue updating Thunder Plus to keep people engaged. DPS 2015 lets us publish new content every day so the app stays interesting and relevant.

Mahoney: The run phase will be a full game program with match ups, video reports for that day, and real-time experiences and it should be up and running by the post-season. A lot of the content is game- driven, but we also want to feature community relations appearances and interviews that let fans get to know the players better.

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Adobe: How has the relationship worked with Story Code?

Bishop: The workflow is great. Story Code works on new features to roll out and creates templates, then we come in and fill in the content with ease. We’re creating more and more on our own and rolling that out as well.

Matthews: We wanted video to be a big part of the app and Matt worked with Story Code to come up with a solution for getting it uploaded directly through YouTube. With DPS 2015, we can also switch from the game day program to other featured content to keep people coming back throughout the week. Story Code has really embraced this project and they’re as excited by it as we are.

Adobe: What are you hoping to see with the analytics in DPS 2015?

Matthews: We’ll be looking at engagement levels and how long fans are staying in the app, what they’re tapping and how frequently they return throughout the day and the week. We want to see a healthy engagement number that continues to grow as we grow.

Adobe: Do you have any monetization plans for Thunder Plus?

Matthews: We’re starting out focusing on fan engagement, but we hope to include some revenue options in the future. It is somewhat dependent on our sponsors. Our game night program has 13 full page ads so there are definitely some opportunities for us to attract sponsors. We continually look at new features and opportunities that will add value to the app.

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Web Viewer — Deploy your applications on the Desktop

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Digital Publishing

With the recent release of the Adobe Digital Publishing Solution (DPS), we make it even easier to enable a true multi-channel content strategy with the introduction of the new Desktop Web Viewer application.

To create a new Web Viewer application, go to the Apps tab within the left rail of the DPS dashboard. Click the + button to create a new app, and you should see Web Viewer as a new option.

Web Viewer 1

Figure 1 – Creating a new Web Viewer application

On the next screen you will need to enter in a few details such as privacy policy and terms of use URLs.

Figure 2 - Web Viewer application settings

Figure 2 – Web Viewer application settings

That’s all it takes! After clicking submit a unique URL to your Web Viewer is generated. Clicking this link will bring you to your Web Viewer application.

Figure 3 - Example of Web Viewer Application

Figure 3 – Example of Web Viewer Application

The Web Viewer application utilizes the same content and layouts that have been defined for either the default top level collection, or in the case of two top level collections, the default (tablet) collection.

Navigating around the desktop Web Viewer application works the same way as navigating the tablet application. Clicking on cards will navigate you into various articles or collections. Clicking on banners will bring you to external URLs. Clicking on the app menu (hamburger menu) will show any items that have been added to the default collection.

A few things to keep in mind:

  • The image at the top of the Web Viewer is the project’s brand image
  • You currently cannot differentiate content/layouts or collections separately for the Web Viewer. It will mirror the tablet experience
  • We do not yet have custom/vanity URLs for the Web Viewer (this is on the roadmap)
  • All HTML articles will behave responsively in the Web Viewer, filling the screen
  • The Web Viewer is currently in beta, meaning there may be certain features that don’t work perfectly yet

For complete information on the Web Viewer check out the Web Viewer help pages located here.

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