Whitepaper_Next Level Enterprise Messaging_ENGL_1-8

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The aim of this whitepaper is to provide an overview of the current market situation concerning Enterprise Messaging tools. The tools were subjected to a comprehensive test in order to provide a clear overview according to evaluation categories. Concrete success stories illustrate the potential benefits of using messengers in small project teams as well as in large-scale corporate communications structures.

Whitepaper NEXT LEVEL ENTERPRISE MESSAGING — WHATSAPP FOR COMPANIES? How to manage successful implementation in the modern working world: current assessments of the technology and success stories about secure messaging tools


Imprint: Whitepaper publication 2018 T-Systems Multimedia Solutions GmbH Riesaer Strasse 5, 01129 Dresden Authors: Ulf-Jost Kossol Head of Social Business Technology Kevin Hähnlein Consulting Social Business Technology Organisation: Project management: Kristin Winter Layout: Peter Brücker


CONTENTS INTRODUCTION 5 Current market developments 6 Four reasons to use Enterprise Messaging within companies 8 A conversation about the future of modern work with Microsoft expert Jörg Petter 10 OVERVIEW OF THE TECHNOLOGY 16 Differentiating software categories 16 Updates on previously-evaluated tools 20 New competitors 24 Evaluation matrix 32 APPLICATION SCENARIOS 34 Project management 34 Marketing and distribution 35 Employee onboarding 37 Product and software development 38 SUCCESS STORIES 40 Circuit at Schattdecor 41 Microsoft Teams at funk 44 Slack at the Süddeutschen Zeitung 46 Mattermost at Uber 48 SIMSme Business at VW Financial Services 50 CONCLUSION 52


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INTRODUCTION Our irst whitepaper on the topic of Enterprise Messaging in November 2016 was in great demand. It offered solutions for the introduction of mobile and collaborative workplaces, utilising Enterprise Messaging tools, and looked at the additional beneits that can be generated by using this secure alternative to WhatsApp in a business context. Since the last analysis, however, not only have the tools we presented evolved and new challengers appeared, but worldwide usage patterns have changed as well. At irst glance it’s close to impossible to distinguish the array of consumer apps, enterprise tools and messaging services for the digitalised society now on offer. That’s why this whitepaper’s goal is to provide an up to date overview of the agile and growing market surrounding Enterprise Messaging, and to show how the next step towards an effectively-established, practical “digital workplace” can succeed. Relevant to this, a look at the boundaries deining and differentiating various software categories is followed by an assessment of all messenger services according to categories speciic to both IT and users. Established tools are compared to new competitors, and potential application scenarios are then examined more closely. Looking at practical success stories helps to illustrate the great potential inherent in the practical application of messengers – for small project teams as well as for entire company-wide communication structures. The European General Data Protection Regulation (EU-GDPR), soon to come into effect, will also play a decisive role. The regulation will be introduced in May 2018 and will be binding for all companies within the European Union: potentially steep ines could pose a inancial risk for companies which fail to meet the enhanced requirements for compliance and data protection by using insecure messaging tools. 5


INTRODUCTION CURRENT MARKET DEVELOPMENTS It’s clear that companies today should establish their business wherever their customers are. And that’s usually on their smartphones. Since 2014, the number of mobile visits in Europe has increased by 156% – in Germany the growth was 185%. During the same period, desktop use fell by 25%. 1 One consequence of this trend is a veritable lood of newly-developed apps which, mostly tied up with enormous development costs, don’t always provide real additional beneits for companies or customers. While estimates claim that the global turnover with mobile apps will rise to a little over $ 139 billion by the year 2021, it’s above all younger generations which are using fewer and fewer apps on their smartphones. 2 Almost no new companies can manage to position their apps alongside WhatsApp, Facebook, Instagram or Snapchat on the mobile end devices of the young target group. The total number of new app installations has even noticeably diminished worldwide. This is particularly true of the USA and China, where app usage has decreased by more than a quarter since 2014. 3 15% –5% since December 2014 –38% since December 2014 0% –15% France, Germany, Great Britain –30% –45% USA 12/2014 12/2015 12/2016 New app installations by country 1 Adobe Digital Insights – http://www.cmo.com/adobe-digital-insights/articles/2017/2/20/adi-is-europe-in-themiddle-of-a-smartphone-divide.html#gs.w7fL0WI 2 Statista – https://de.statista.com/statistik/daten/studie/550222/umfrage/umsatz-mit-apps-weltweit/ 3 Adobe Digital Insights – http://www.cmo.com/adobe-digital-insights/articles/2017/2/20/adi-is-europe-in-themiddle-of-a-smartphone-divide.html#gs.w7fL0WI 6


INTRODUCTION Developments in Germany up to December 2016 may not yet correspond to the worldwide trend – mobile app usage here has even increased by 13% since 2014 – but the German market will also adapt in the middle-term to the needs and requirements of its digital natives. And this particular group is increasingly using messenger apps – not only to communicate, but for pretty much everything. More and more daily tasks can be handled in the future by apps like WhatsApp or Facebook Messenger, for example using bots. Shopping, booking a taxi, regulating the central heating back home, making an appointment with your hairdresser – soon you only need a single messenger app to handle all of this. While the use of this kind of smart consumer tool is widespread in private, more and more companies are looking for secure messaging and collaboration tools. Modern companies are not simply chasing the trend to digital transformation, they are instead looking to increase their own productivity and improve internal and external communication. The growing potential of business cases can be seen not only in the large number of successful examples, but also in the sheer advancement of the technologies involved. The demands placed on enterprise tools are growing correspondingly with the increasing complexity of our digitalised daily lives, and require as seamless an integration as possible in the business processes of companies by means of intelligent interfaces. 7


INTRODUCTION FOUR REASONS TO USE ENTERPRISE MESSAGING WITHIN COMPANIES Increase productivity adhere to compliance guidelines motivate employees accelerate processes The reasons in favour of using Enterprise Messaging within a company remain highly relevant. More and more companies are feeling the pressure to modernise their internal and external communication, whereby both the booming market and the expectations of younger employees play a signiicant role. In addition, the so-called “shadow IT”, for example in the form of WhatsApp chats which are neither oficial nor secure, appears to be on the rise throughout many companies. An indicator for the existence of a “pain point” with modern communication tools is the fact that merely wanting to introduce a cool app or a WhatsApp-style messenger service – even if it’s the CEO in person expressing this wish – does not lead to a successful rollout in every case. The outstanding usability and the broad set of features on offer in Enterprise Messengers are only fully convincing, in particular in German companies, if at the same time all compliance and data protection standards are maintained. That’s why the evaluation of Enterprise Messaging tools in this whitepaper is oriented towards both the needs of the end user as well as the high standards of IT security: Because the introduction of new software should only be considered when both the director of a company’s communication structure and its IT security administrator are in agreement, and the wishes and concerns of both stakeholders can be addressed. 8

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