C R M I T - Solutions On Demand

Mobilizes Your Applications

Being on the road doesn’t have to mean being out of touch. CRMIT Mobile mobilizes your CRM, custom applications. That way, mobile professionals are always connected to their critical information—including contacts, accounts, tasks, leads, opportunities, cases, solutions, and other CRM information. And since users can update information immediately after completing a task, phone call, or email, management can stay on top of important customer developments as they happen.

CRM++ Mobile is more than just basic data on the go:

• Complete customization. Users see only what they need to see.
• No new passwords to remember. Use the same username and password as your CRM login.
• Centralized administration. Manage users, applications, and devices from a central console.
• One platform. Develop and run mobile and desktop apps on a single on-demand platform.
• Security and reliability. Leverage the trusted CRMIT and Oracle infrastructure that gives you the best service delivery in the on-demand market.
• Support for the leading devices. Use CRM++ Mobile on BlackBerry and Palm Treo devices or any other mobile devices.

CRM vendors are readying for the countdown by purchasing or partnering with mobile technology firms. And analysts are generally optimistic of clear weather ahead. For example, Gartner expects continued strong annual growth in mobile CRM — predicting sales of around 40% to 60% for the next two to three years.

At the same time, analysts are quick to note that not all CRM applications are ripe for mobilization. Rather, customers want mobile access to specific subsets of CRM data and functions.

For example, sales force automation (SFA) is one area that has long been a natural focus for mobile CRM, notes Gartner vice president William Clark. Enterprise asset management and field service automation are others.

"Field service management is getting a greater push, because it's simply more lucrative," he explains. "I've seen annualized ROIs of 100% to 500%."

Of course, mobile CRM isn't cheap. Gartner estimates that wireless field service, for example, costs about $4,500 per user for the first year, including hardware, network costs and software.

Getting over CRM's mobile hurdles

"More of the innovation is occurring with the mobile software players rather than with the large CRM players," observes Eugene Signorini, vice president of wireless/mobile enterprise solutions for the Boston-based Yankee Group. "Some of these larger ISVs [independent software vendors] don't have the capability in terms of an application design for various form factors and devices."

And there are other technical problems to overcome, including making the CRM application accessible over non-broadband, wireless networks and addressing security issues such as providing VPN clients, virus protection and methods for securing the device if it's lost.

"Vendors are solving these problems, though. We're seeing a lot of activity out there," says Signorini.

Another issue is that the application needs of mobile CRM users are usually very different from the needs of internal employees. Mobile workers require only a stripped-down subset of the data and functions of the main sales force, field service or other CRM application.

So that subset tends to be highly focused and extremely valuable to them. Take for example, Symetra Financial, a Bellevue, Wash.-based financial services firm. Symetra's 30 external wholesalers — sales and support representatives who call on Symetra's 20,000 to 30,000 independent insurance agents across the U.S. — rely on their Blackberries to look up addresses and notes on agents they're visiting. The devices provide real-time access to Symetra's Onyx database.

"It's the core functionality that's important — looking up names and addresses, integrating that with Mapquest to get a map and directions, then calling them on the Blackberry. They can do all of this now without even pulling over," says Dave Batterberry, senior IT analyst for Symetra.

The wholesalers also use the Blackberries to update customer accounts and to input notes about their visits. Having a real-time link to the corporate database ensures that everyone, both internal and external, has the most current data.

"They can enter this stuff right from the agent's office," says Batterberry.

Whether 2006 proves to be "the year of mobile CRM" is still a topic of debate. But clearly it marks the beginning of a steady upward adoption curve. Both Signorini and Clark see it as a market with plenty of healthy growth ahead.

"Even in industries where mobile is hot, like field service, the penetration rate is well under 15%. So over the next five to 10 years, there's really no end in sight to the growth," says Clark.

We @ CRMIT are experts in CRM Field. Please visit www.mcrmonline.com for more information.

CRMIT’s Mobile CRM allows you to view, edit, and add contact and account details, take notes, schedule meetings, complete activities, update opportunities, and review service request information, all from a handheld device. You can easily access key customer information using quick lookups or filtered searches. CRMIT’s  Mobile CRM enables account, contact, opportunity, and service request from handheld devices so employees always have access to the most up to date customer information, whether in the office or on the road.

CRM is fast emerging as a critical part of an enterprise’s competitive strategy. Over the years, CRM has transformed itself from being a mere web-based contact management and information tool, into a customer-oriented solution that enhances customer experience and automates processes.

People drive business success, and today more people are working through remote or mobile access than ever before. According to a 2006 IDC study, more than 57 percent of global organizations support mobile devices, and this percentage is rapidly growing. The ability to sell to, support, or interact with customers through a wireless handheld device is compelling, and mCRM is rapidly emerging to play a key role in equipping your sales teams with the best devices, technologies, and business applications. OnDemand and CRM++ Mobile can create unfettered potential for your sales force.

There has been a rapid change in the CRM industry with the emergence of the mobile phone and the Internet as new tools with which to communicate, share, and use information. Over time, CRM solutions have evolved to become more advanced, thus enabling better information flow between different divisions and leading to increased customer value and satisfaction.

Implementing Mobile CRM offers faster and more accurate information flow to and among the sales force of an organization. Mobile CRM itself offers a competitive advantage to organizations that want to differentiate themselves from their competitors. The emergence of enhanced applications and new service model offerings from vendors along with an increase in the accessibility of high-speed wireless technology and mobile devices is prompting organizations to put mobility in the forefront of their CRM initiatives. This report also covers the benefits that Mobile CRM offers to organizations, the factors contributing to its growth, and some likely challenges to it.