CRM Goes Wireless

CRM is about being able to access your customer information readily, and for the consultants at Rocket Builders who are out on the road talking to clients a good deal of the time, that means the ability to access customer relationship management information while away from the office.

The Vancouver, B.C.-based marketing consulting company used to access that information, which resides on Microsoft Business Solutions CRM, on the road using laptops. But this wasn’t a very practical solution, says Dave Thomas, a partner at Rocket Builders.

The company decided instead to go the wireless hand-held route. Consultants now access all of the customer relationship management information from BlackBerry devices using TenDigits Mobile Access.

Now, says Thomas, consultants no longer need to plug in with their laptops to access customer information. It’s always present on the BlackBerry device.

"It’s easy to use on a quality hand-held," he says. The BlackBerry also has a telephone, making it a dual-purpose device, says Thomas, who’s been accessing CRM information from his BlackBerry for about five months now.

Instant Updates

Currently, Thomas can access activities, accounts and leads on his hand-held. Contacts and product information can be looked up. Information on competitors is also available on the BlackBerry devices.

Because the laptop had to be booted up, Thomas was less likely to consult the CRM information when he relied on his notebook.

"I use the BlackBerry far more often. You’re able to see if you have the time to go visit somebody, and you have the time to maintain the relationship quite well."

Meeting with potential clients has also become easier, thanks to the simplified mobile accessibility.

Background information on companies is more readily available, he says.

"You’re able to connect to data — it focuses you on the items that are important," Thomas says. "We’ve always catalogued potential customers. This is a really good way to pull data as you want to use it. It’s a convenient way of having the information with me."

There is no need to synch up to the office, says Thomas, which means, as long as his BlackBerry has a wireless connection available, he knows he’s accessing the latest information. When the BlackBerry isn’t connected, it indicates its offline status.

Time Is Money

Thomas is also impressed with the way the information is presented on the BlackBerry.

"I guess to me, one of the key things I’ve found really is the ease of navigating. It has the ability to go from window to window."

Though ROI is difficult to calculate, Thomas says the investment has already paid off because tasks can be accomplished faster than before.

"In terms of saving time, it’s translated into saving money."