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Intergen Twilight Seminar: Mobility and CRM: The New Mobile Workforce


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The New Mobile Workforce

With the many smartphones and tablets that are available to your employees today, users of Microsoft Dynamics CRM are coming to expect that they can access their business tools on any device, and then realise the many efficiencies that this may bring. And they can, so long as they make the right decisions.

As a manager or user of these systems, what should you be considering when enabling mobility of CRM for your workforce? Steven Foster, Intergen’s CRM Product Manager, will outline the key questions you should be considering, looking at the options available and getting a look at what Microsoft CRM would look like on a number of today’s devices including Apple iPads and iPhones, and Android-based devices.

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Intergen Twilight Seminar: Mobility and CRM: The New Mobile Workforce

  1. 1. Mobility and CRM: The NewMobile Workforce Steven Foster June 2012 @FozzyNZ
  2. 2. The New Mobile WorkforceTopics Introduction Why Mobility and why do users expect it? What Business Questions need to be considered? How can you provide access to your CRM toolset? Take a look at the devices Summary
  3. 3. The New Mobile WorkforceSteven Foster: CRM Product Manager  My role is to drive the Microsoft CRM business, delivery and partner relationships  People call me passionate about CRM and even an evangelist!  I have been working in the field of CRM for over 13 years, implemented many CRM and xRM solutions and have experience across a broad range of CRM technologies, industries and countries.
  4. 4. The New Mobile WorkforceMy definition of a mobile App Defined user interface that predominately works on a user owned device i.e. Smart Phone, Tablet It is fluid and smooth and works as if built for the device It is clean and clear It can be accessed anywhere but with limits The content that is being displayed is king It is designed for the purpose intended
  5. 5. The New Mobile WorkforceWhy Mobile, why does it matter? Employees expect to be Worldwide Sales of Media Tablets to End Users by able to connect their own OS 180 device to the corporate Millions 160 network 140 iOS  Concept of bring your 120 own device 100 Android 80 Microsoft  Mobile workforce 60 QNX New working scenarios – 40 20 Other people expect to be able 0 to work out of the office 2011 2012 2013 2016 Source: Gartner (April 2012)
  6. 6. The New Mobile WorkforceWhat is expected by the users of mobile CRM?
  7. 7. The New Mobile WorkforceAs a Business you need to consider the impactof Mobility and CRM Business Purpose  Why is mobile required, what pain/problem is it going to solve?  What are the business objectives and expected outcomes of the Mobile Solution?  What are the mobile business scenarios? Usability  What is the business environment?  What information is required to be displayed and inputted? How much?  Does it require touch gestures?  Expected time of use? In call, pre Call, Outcomes, Review?  Does the device need to be instant on or quick to boot up?  Should it replace all devices as the users primary device?
  8. 8. The New Mobile WorkforceMobility Considerations continued … Connectivity  Online or Offline access or both?  3G, Wi-Fi or network Support  What are the fullback options if a device malfunctions, lost or stolen?  Does it fit with your IT Policy?  What are the hardware needs of the platforms?
  9. 9. The New Mobile WorkforceHow do you provide access to mobile CRMtoday?
  10. 10. The New Mobile WorkforceMicrosoft Dynamics CRM Mobile Express Works on any Microsoft Dynamics CRM 2011 implementation  http://<MyURL>/m Mobile Forms configurable in Microsoft Dynamics CRM Form Editor Works with ANY device that can render HTML 4 No need to install a client
  11. 11. The New Mobile WorkforceMicrosoft Dynamics CRM Mobile Express Works best when a wide variety of mobile devices deployed No data resident on device All entities in CRM available with Read, Write and Delete capabilities All changes made are immediately reflected on CRM server with no lag time
  12. 12. Demo
  13. 13. The New Mobile WorkforceMicrosoft Dynamics CRM Activity Feeds
  14. 14. Demo
  15. 15. The New Mobile WorkforceMicrosoft Dynamics CRM Mobile (Q2 Release – R8)
  16. 16. The New Mobile Workforce
  17. 17. The New Mobile Workforce
  18. 18. The New Mobile Workforce
  19. 19. Outlook
  20. 20. The New Mobile WorkforceMicrosoft Dynamics CRM Client for Outlook Full Microsoft Dynamics CRM client – 100% functionality offline based inside of Outlook User or administrator can define what user can take offline Data synchronization includes data and configuration changes Background synchronization so user never has to make online or offline choice Single configuration effort for Online/Offline/Web
  21. 21. CWR Mobility
  22. 22. The New Mobile WorkforceISV Solutions – CWR Mobility • Certified for Microsoft Dynamics CRM • Native and familiar experience on each device • Fully-integrated Online and Offline clients for Microsoft Dynamics CRM 2011, 4.0 & 3 • Role-based deployment with default implementations for Field Sales & Service • Easy to use point-and-click configuration • Dynamic Application Reconfiguration to automatically update smart clients • Snaps into Dynamics CRM IT infrastructure • On-Premise Mobile deployments • Multi-lingual / multi-currency • Extensible
  23. 23. Demo
  24. 24. The New Mobile WorkforceCross Browser Availability (Q2 Release – R8)
  25. 25. The New Mobile WorkforceWindows 8 – Metro Principles Delight, don’t Disrupt  Easy to use and adopt  Bring people and teams together Give versus Get  Notifications and actions  Exploration and insights Purposed Experiences  Contextual and meaningful applications  Across screens, devices, and applications
  26. 26. The New Mobile WorkforceCustomer Showcase: New Belgian Brewery Mobile workforce Specific use-case Purposed application
  27. 27. The New Mobile WorkforceFuture Directions – Microsoft Dynamics CRM “R9”and Beyond
  28. 28. Demo
  29. 29. The New Mobile WorkforceIn Summary … Lots of options for mobile support Define the why behind the mobile engagement Choose the platform and approach that will drive the best user adoption and functionality fit Talk to Intergen about the best approach for you
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  31. 31. Thank You