The widespread usage and popularity of mobile devices has transformed the way businesses operate and interact, and this has had a huge impact on customer relationship management. Mobile CRM is a hot topic of discussion and there’s lots of ideas out there about what it should and shouldn’t be, but it all boils down to one question: How much do remote businesspeople actually require CRM data delivered via mobile or tablet device?
To answer this we started with our customers and worked backwards. Since all Avidian customers use Microsoft Outlook, we asked them how they used their mobile devices today and what information they needed to share with Outlook. Their feedback was generally that they use mobile for managing:
- Daily tasks
When we asked our customers what additional functionality they wanted, the use cases were variations of the following three things:
- “I want to associate email and meetings with my opportunities.”
- “I like the app I am using…if it would just integrate with my CRM, but I am not sure what that means. Mainly associate email and meetings with opportunities.”
- “At times, it would be nice to have unique views of my contacts in Outlook, to search, find, and update opportunity, contact, and company information.”
We looked at what apps they used. Numerous well-designed apps for iOS and Android already integrate really well with Microsoft Outlook. Some still use Blackberry devices. Generally speaking, most customers use the native apps bundled with their phone or tablet.
We then figured out what it meant to combine all of these functions together into our own app, and realized that by simply integrating into Outlook solved most peoples’ problems. But for email, calendars, and tasks to actually be associated with opportunities required an additional back-end function to match CRM data with mobile communications. If we could nail this, then we’d be onto something. And our tests proved it: customers love our new capability. This brings us to our announcement today.
Our brilliant product team has developed an elegant, simple method for associating all information sent to or from a contact with an opportunity. This provides our customers with the ability associate contact information with any opportunity so when they are on the road, all mobile interactions are recorded in the CRM system. In simpler terms:
Any mobile app that sends and receives communication to and from Microsoft Outlook, on ANY mobile or tablet device, works with Prophet CRM. Here’s the press release if you’d like to see.
At Avidian, we even launched our own app for those that need a bit more.
We hope you like it! Let’s us know what you think when you have chance.