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Mobile CRM

Sales organizations are under increasing pressure to skillfully manage a range of competencies in order to deliver their revenue goals. In an extremely challenging economic environment it is essential that they empower their sales professionals with the right tools to grow revenue more quickly, predictably and profitably.

An increasing number of sales professionals work outside of the office and need up-to-date account information in the field to improve their effectiveness when closing deals. By offering the right information to customers at the appropriate point in the sales cycle, mobile sales professionals have the opportunity to dramatically increase revenues while achieving increased customer loyalty and satisfaction.

Successful companies recognize that the ability of their sales team to act decisively at the point of customer interaction is critical to gaining the competitive edge needed to grow revenue.

Mobile CRM is no longer a luxury for a few high performance employees; it's a critical requirement for any organization that engages in high-value prospect and customer interactivity, anytime, anywhere. Mobile CRM allows various data sets such as accounts, opportunities, price lists, products, orders and other information from the CRM databases to be downloaded to the device.

There are three different pieces of the Mobile CRM picture. The first is to help sales people pull information together into a sales presentation.

The second is getting information about the customer from all the different customer databases, to make every part of that customer's history accessible, even if it just happened half an hour ago.

The third piece is getting information into the CRM system. Specifically, this means updating the system immediately after a customer call.

Mobile CRM Sales product provides remote access to data such as contacts, customer information, leads, opportunities and forecasting. The mobile solution is based on Web access that reduces the device footprint but that also requires a data connection.

Mobile CRM also provides an intelligent synchronization capability that manages the exchange of data between the CRM database and the mobile device, updating only information that has changed and that is relevant to the mobile sales user.

Mobile CRM robust, patented synchronization technology and intuitive navigation provides users with powerful tools to increase sales effectiveness. By putting critical customer information into the hands of mobile sales professionals, companies are better equipped to maximize the value of each customer interaction - ultimately achieving higher levels of customer satisfaction and increased revenue growth.

When complete offline functionality is combined with the ability to reliably synchronize not only data, but also application updates and platform upgrades, all users across the distributed enterprise are able to take advantage of business process improvements in a timely manner.

Mobile CRM is the leading provider of mobile solutions that enable anytime, anywhere access to important account information. These solutions support a wide variety of mobile platforms including; handheld and wireless devices and remote laptop computers.

Mobile CRM enterprise solutions are made up with three components – CRM backend systems, wireless handheld devices for mobile access and a mobile middleware for the interactions. What distinguishes Mobile CRM or wireless CRM from traditional CRM is the mobile middleware. A Mobile CRM provides great benefit for mobile workers to access and share enterprise information across organizational lines and locations.

Enterprises with highly mobile workforces require different degrees of access to critical, accurate business information using a variety of access methods, depending on their current location:

• Remote Connectivity - With today's ubiquitous access to broadband, Mobile CRM users are able to work from the field as if they were in the office. Broadband ubiquity, however, has resulted in the expectation that mobile users always have full access to their CRM application and current data - connectivity failure or unavailability is no longer acceptable.
• Disconnected Use - With expectations rising, organizations have even greater need for full offline capabilities to ensure they are never without access to critical functionality and data. Mobile CRM Client delivers complete offline functionality to ensure organizations can seamlessly support mobile users working in the office or on the road.
• Wireless Access - When on the road, mobile personnel need to be always connected - always aware of current account and opportunity developments. Mobile CRM provides real time access to data via web-enabled PDAs and cell phones, delivering the ability to quickly find and edit customer data, view current meetings, calls and tasks, as well as edit opportunity information.

A Mobile CRM Solution that Addresses the IT Challenge

To lower the complexity and expense involved in deploying, administering and supporting mobile systems in the field, Mobile CRM focuses on four key criteria:

• Application Synchronization – Mobile CRM provides for centralized synchronization of all aspects of the on premise CRM system, broadcasting customer data, application customizations and platform upgrades (including Service Packs and Hot Fixes) to all mobile systems, satellites and LAN clients in a one-step procedure.
  Data Reliability and Integrity - Each synchronization session is verified and confirmed. Interrupted sessions resulting in lost or truncated messages automatically cause the Mobile CRM system to re-broadcast missing data before any updates are made, eliminating the possibility of data inconsistency.
• Performance – Mobile CRM highly scalable synch tool delivers fast synchronization, even over low-bandwidth connections. Complex business rules are applied offline, minimizing connection time.
• Administration - Centralized, role-based security and permissions simplifies administration. A single, global view of the entire system, including all mobiles and satellites, allows administrators to easily maintain, monitor and troubleshoot the distributed enterprise from a central location.

Mobile CRM solutions close the gap between field intelligence and the corporate office. Several years ago, the CRM industry predicted that by delivering the right information at the right time, mobile solutions would:

• Increase sales productivity and service quality.
• Improve visibility of accounts and sales and field operations.
• Enhance collaboration within the enterprise and with extra-enterprise partners.
• Increase accuracy, while lowering field service costs.

All of these benefits add up to improved customer service, and consequently, significant ROI on a company's CRM investment.

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