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DSC Tech Library
This section of our technical library presents information and documentation relating to CRM Solutions and Customer relationship management software and products. Providing customer service is vital to maintaining successful business relationships. Accurate and timely information provided in a professional manner is the key to any business and service operation.
Our CRM software application TELEMATION, was developed with this in mind. But the ability to change is just as important in this ever changing business environment.
Telemation call center software was designed from the very beginning for this environment.
Many call center managers, with unique and changing requirements, have chosen and continue to use our CRM software as their solution of choice.
Our contact center CRM solution is ideally suited for call center service bureaus.
Selecting Mobile CRM
The following is an extract from the article "Selecting Mobile CRM" by Erika Morphy from CRM Daily:
"At first glance, selecting a mobile CRM application is easier than ever these days. Vendors ranging from Siebel to Onyx to SAP to PeopleSoft all have rolled out mobile version of their flagship CRM suites.
Indeed, the wireless CRM products released over the last several months by these and other vendors have been significant drivers propelling Research In Motion's recent growth, according to Mark Guibert, vice president of corporate marketing for the company.
"CRM rises near the top in terms of applications choices that are the next step beyond e-mail," Guibert tells CRM Daily. Some 60 percent of BlackBerry Enterprise customers use their device for applications beyond e-mail, he says.
New Opportunities for Vendors
The opportunities for vendors will only increase going forward, despite the relatively static growth of software. IDC has identified mobile CRM as accounting for a good portion of the growth expected for mobile and wireless products and services.
By now, some three quarters of North American organizations are at least in the exploratory phase of such projects, the research firm believes. And 25 percent or so of those organizations are deploying a CRM application, with additional companies deploying related applications, such as sales force automation , point of sales applications and industry-specific programs.
Choices To Make
Such an array of choices, though, can be confounding to companies that wish to extend their CRM applications to the PDA or laptop . "Mobile CRM is an interesting and complex ecosystem," IDC analyst Mary Wardley tells CRM Daily.
For starters, she says, a mobile environment is not always an exact replica of the Windows standard or Mac standard. Also, like the on-premise software evaluation process, companies must take into account a whole host of issues besides the actual software application. There is the carrier to consider, as well as hardware and networking factors.
In a way, the decision-making process is very similar to what consumers go through, Wardley says. "The company has to decide what kind of device it wants, who will be the carrier, who will help implement it. Also, the software layer is broken into two pieces -- the application layer and the middleware layer."
In other words, just because a company has, say, PeopleSoft installed in-house, that does not necessarily mean that it will roll out PeopleSoft's mobile application. Ultimately, much depends on the weight the company gives the various moving parts -- software, hardware and carrier -- in the equation.
New Options
Fortunately, as they are in the enterprise-software space, vendors are moving toward a model in which interoperability is core and users are able to use their preferred device. While these efforts have not reached the ideal scenario for companies -- global standards, for example, must become sufficiently unified at the very least -- recently introduced applications and products do make life easier for the mobile worker.
"Our approach is called 'portable CRM,'" says Ben Kiker, Onyx senior vice president and chief marketing officer. "It is a philosophy of allowing a user to seamlessly transition from headquarters to the mobile office."
Today, a worker is just as likely to be sitting in Starbucks working with Wi-Fi access as using a laptop in disconnected mode, Kiker says. "People are using different devices and different methods to connect; our goal is to give people the optimal form factor for their needs."
Onyx will be releasing a new edition of its offline laptop application in Q1, Kiker notes......"
To view the entire article, visit www.crmdaily.com.
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