Hello Everyone. Thank you for the invitation to speak to you all today. Just a brief introduction, my name is Darren Jaggi and I’ve been working at CWR Mobility for almost two years now. I’ve been a long time advocate of mobility. My first grown-up job was selling cell phones at Future Shop back when you could get a 3 watt analog bag phone. I’ve been using PDAs since I was in High School to help me keep track of my crazy schedule on an HP Palmtop PC back in the early 90’s. When AT&T offered their first Windows Mobile smartphone, I jumped on it and have been hooked ever since. It is exciting to see how far mobile technology has come in the last 20 years and even more so to see how quickly it continues to evolve. I’m here today to talk to you about how different companies have embraced mobility.
The world is becoming completely connected. Every day, millions of new products, apps and devices are connecting to the Internet. Using IPv6, there are enough IP addresses to connect nearly 4000 devices to the internet for every person living on the planet. It is predicted that by 2020, there will be more than 50 billion connected things, from smartphones and wearable smart devices to jet engines and cars. Behind every product, every app and every device there is a customer. Customer relationship management has never been more important.
IDC Insight says Mobile CRM represent one of the next frontiers of innovation. For the past few years, the focus has been on Contact Lists, high-volume transactions such as checking work schedules, entering time worked, approving expense reports, and viewing reports and dashboards. These are all very useful.
IDC believes we are moving beyond these simple business processes and moving into more complex areas. At the Microsoft Convergence 2014 event in Atlanta, Microsoft took the opportunity to showcase some mobile use cases that the company, its customers, and its partners have developed to address some of these complex, high-value opportunities.
I challenge you to think beyond "white collar". Think about the "blue collar" work processes that can improve agriculture, distribution, construction. Think about your employees that don’t have a desk but would love to have access to their data.
I encourage you to think in terms of growing the number of users who need access to core enterprise applications such as inventory and asset management.
In many cases, employees are bringing their own devices to work and expect to be able to use them. Mobility applications must be developed to accommodate a range of devices and operating systems
There is a growing trend of organizations deploying to their employees general-purpose smartphones and tablets that include home grown company-specific mobile applications to meet their specific needs.
Increasingly, enterprises are creating private app stores or marketplaces for employees to find and download approved applications for organizational use. According to IDC's 2014 Mobile Enterprise Applications Survey, 55% of U.S. organizations today are delivering mobile enterprise apps to employees through a private enterprise applications marketplace or store.
Hardware manufacturers are starting to develop rugged smartphones and tablets for use as organization-provided devices for use in the field.
Today's devices have cameras, video, microphones, voice recorders, and more. It is important to consider all these. For example, a technician might need help fixing a complex piece of machinery. He can take a picture of what’s broken and submit it with a service ticket. A skilled service engineer, located miles and even time zones away, could engage with a technician via a conference call and watch the machinery being repaired by video.
A mobile application that enables a ground crew to trim 5 minutes off the turnaround time for an airplane by reducing the need to log into multiple systems or manually record data can result in significant operational savings, avoiding accidents and potential incremental savings as gates are freed up for a newly arriving aircraft.
Free your mind from thinking the like everyone else. I want you to think outside the box.
Let me tell you about three of the most interesting mobile CRM uses in action today: Delta Airlines, Toyota and Crowley Maritime. They all use mobile and it has nothing to do with sales.
Delta uses mobile devices for their Flight Attendants to perform credit card transactions for alcohol and snack boxes as well as seat upgrades. This is the white collar side of the application. On the back end, the inventory is tracked so when the flight lands, the blue collar workers know exactly what needs to be restocked on the plane. This safeguards that there is no delay in making sure the plane is adequately stocked.
You can use Toyota's mobile app to view and configure any of the beautify shiny new cars they can sell you at their dealerships. White collar. They also use mobility in their service department to track the progress of the work their technicians are performing. Not only does it help track their inventory, but the service desk has an up-to-date progress report on how far along the car is to being ready. No more having to send someone out to get an update on the status of the work being performed.
As most every CRM deployment, Crowley Maritime uses their CRM system to support their field white collar sales staff. However, they also have a particularly interesting deployment being used by their boat captains. Their mobile CRM uses GPS coordinates to track the boats current position. This allows the captain to see what labor union rules apply depending on their present location. It also saves them a lot of meticulous documentation in regards to their pay scales that vary from location to location depending on if they are in port, traveling in national or international waters. This is all tracked automatically on the backend without them having to document a thing.
The world is going mobile and forward thinking companies are embracing a Mobile First strategy. The mobile train is picking up steam and now is the right time to get aboard. When you go back to your office, the point I want you to take away from this presentation is that mobile CRM is more than a sales tool. So much more. I want you to envision more of what you can do to leverage the power of mobility. Liberate the data trapped on your desktops. Share the information contained in the head and hands of your field staff. Leverage the full capabilities of your Microsoft Dynamics CRM investment.
It has been a pleasure to meet with you today. I have with me a copy of a White Paper entitled “Mobile First CRM” that covers some of the topics I have presented to you in more detail. I’d be happy to send this to you as well as my presentation if you would like to share your business card with me. Also, feel free to contact me with any questions or feedback on this presentation. Thank you.
