Managing the ever-increasing amount of customer data is a challenge in itself for many companies. However, relevant information must be immediately available to sales staff, especially in the field, in order to respond efficiently to customer inquiries and better meet customer needs.
This is exactly where mobile CRM (mCRM) comes into play. We reveal important tips for implementing a mobile solution.
#1: Define clear mCRM goals
The introduction of a mobile CRM requires a very clear objective. You should therefore define exactly what is to be achieved with the mobile solution, which employees will ultimately work with it and, above all, which data and processes are to be mapped on the various end devices.
#2: Develop a suitable solution together with your team
One of the most important aspects when introducing a new system is, of course, the acceptance of those who will ultimately work with the solution. In addition, the users themselves usually know best which data and functions are required in the field service and contribute to the fulfillment of their company tasks. It is therefore essential to involve your employees early enough in the implementation process. Not only can the sales team provide valuable input in this regard, but the HR or legal department can also contribute their knowledge, opinions and experience.
#3: Ensure smooth collaboration
Internal processes often have to be adapted when introducing an mCRM system in order to continue to ensure smooth cooperation between the office and field sales teams. After a customer call, necessary information should be stored directly in the system by the respective employee so that sales staff are also immediately informed of changes or further requirements. The advantages of mobile CRM for office and field staff should also be clearly communicated. In this way, you not only create acceptance, but also enthusiasm on the employee side.
#4: Also clarify the necessary data security
When it comes to data security, it is particularly important to clarify whether employees use private or company-owned end devices for work – keyword: Bring Your Own Device (BYOD). If employees use their private smartphones or tablets, it must be ensured that no further access to customer data is possible in the event of termination. The case of loss must also be clarified in advance. In this context, important points such as PIN protection, the possibility of remote blocking, central access rights management, data backup, etc. must be added.
#5: Make sure you have a flexible and easy-to-use system
User-friendliness and an intuitive user interface play a particularly important role in making it as easy as possible for employees to switch to a mobile CRM. Not all functions that are available to employees on the desktop need to be transferred to the mobile solution. Reduce the content to the essentials, but still ensure a uniform user interface so that switching between devices does not become a problem. You should also adapt your mobile CRM to your day-to-day business and optimize it for each department.
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An mCRM system can bring many benefits to your company. For example, waiting times for sales representatives can be used to complete tasks. Preparation and follow-up work for customer appointments can be carried out from anywhere thanks to time and location-independent access, so that up-to-date information is immediately available to the entire company and particularly fast processing of customer inquiries is guaranteed.
Would you like to find out more about a comprehensive and feature-rich mCRM system?
Then contact us by phone or at office@koerbler.com.
