Improving customer engagement: Siemens’ recipe for wealth with low-code

Analysis of Forrester’s Total Economic Impact Report

This article analyzes and summarizes the core information of the Forrester report, "The Total Economic Impact of Siemens Low-Code Platform" (hereinafter referred to as the "Total Economic Impact Report") . The report mentioned that by adopting Siemens low-code for development, enterprises can generate about $20 million in net benefits. In the relevant survey, Forrester interviewed technical personnel and leaders of enterprises. This article will discuss the benefits of customer interaction mentioned by the interviewees in the survey, and will also explore the advantages that Siemens low-code platform can bring in terms of application delivery time, cost, operational efficiency, product launch cycle, etc.

We found that for leading companies, the reason behind their superior customer experience (CX) is that technology enables CX managers to become "superheroes" with powerful perception capabilities. This is because companies need to understand every detail of customer needs in order to quickly resolve problems and improve customer satisfaction and loyalty.

Secondly, at the macro level, enterprises need to use technology to help their IT departments quickly turn to, introduce and absorb new disruptive technologies and innovations. Customers are eager to see the latest technological advances and hope that they can be perfectly integrated into applications, but this requires enterprises to spend time to understand and test.

$3.1 million

In 2020, Forrester conducted an in-depth study on the overall economic impact of Siemens low-code. Forrester pointed out that Siemens low-code development platform has brought $3.1 million in benefits to enterprises in three years by improving customer interaction. Although the customers of Mendix companies surveyed by Forester come from all walks of life, they all said that by using Siemens low-code, developers can centrally access data, innovate faster, and shorten product launch cycles. So how does Siemens low-code platform help enterprises achieve these improvements?

consistency

Having the right tools for any challenge also means being able to create a consistent experience. Being able to use the same low-code application development tools to solve different problems allows companies to integrate disparate systems under the same platform.

With Siemens low code, companies can implement the same data standards in different systems. They can also use composable elements to build interfaces, reuse code, and take advantage of other features that help save development time and improve user experience. This means that customer experience managers can not only provide "timely help" for distressed customers, but also represent the ability of companies to build a one-stop application for customers to experience a unified experience. According to the overall economic impact report, these companies ultimately win customer satisfaction and loyalty, greater market share, and higher profits.

New opportunities

Siemens low-code allows enterprises to build better applications in a shorter time, at a lower cost and with less manpower, and in particular can largely eliminate the gap between business personnel and professional developers, so that more time and resources can be used for innovation and creation. According to SUEZ, a customer of Mendix, Siemens low-code is like transforming a dark development environment into a fully transparent visual development environment, allowing business personnel and IT personnel to communicate using the same development language.

SUEZ, one of the world’s largest water, electricity and waste management companies, used Siemens low-code to launch a fully functional, highly integrated e-commerce portal in three months, resulting in £500,000 worth of new business while reducing customer acquisition costs by 80%.

Siemens low-code model-driven development (MDD) platform not only speeds up development progress, but also accelerates the realization of SUEZ's creativity with its easy-to-use visual interface . SUEZ's digital director has never written any code before, but now he has become a low-code expert and obtained Siemens low-code advanced certification. By opening up the development environment, breaking down data silos and promoting collaboration, and greatly accelerating deployment, Siemens low-code allows SUEZ to start thinking creatively about "how can we provide the best experience for customers?"

Endless Possibilities

Many times people can't help but ask: What are the limitations of low code? If low-code application development brings $3.1 million in benefits to a company, how much value will it create for a city with a population of 3.3 million? The city of Dubai, UAE, uses Siemens low code to implement digital transformation of the entire city's paper government affairs, involving more than 250 government services across 36 departments and more than 13,000 government employees.

In addition, Dubai has created an online portal for city services to provide online services to businesses and residents. Currently, the website has more than 1.5 million users per month. For government employees, the processing time has been significantly shortened due to the gradual automation of the time-consuming approval process and the connection between data in various systems, greatly improving office efficiency.

Before this, residents usually had to go through various offline departments, which was extremely cumbersome and time-consuming. Now, users, residents and business owners have all taken the "express train" of urban digitalization, and government employees now only spend a fraction of the time they used to.

Since adopting Siemens low-code application development, Dubai has cut spending costs by a quarter and shortened development cycles by more than 65%.

Low-code helps improve customer engagement

While the Forrester Total Economic Impact study recognizes the value of low-code application development platforms, the period in which the platforms help enterprises save on application development spending will far exceed the "three-year window" mentioned in the report .

In addition, clients surveyed by Forrester also believe that improvements in customer experience, such as consistency, ease of use, and automation of products in a new and upgraded manner, have further promoted improved customer interactions and increased customer retention, resulting in a 2.5% revenue increase.

These customers see Siemens Low Code as a huge toolbox, a development platform that allows companies to think about customer needs in an innovative way. By simplifying collaboration and leveraging the platform's low-code and multi-experience features, companies can respond faster, solving more customer challenges in a shorter time. In other words, the fewer constraints you need to consider, the more breakthroughs you can achieve.