Steven Foster June 2012

Mobility and CRM: The New

Mobile Workforce

@FozzyNZ

http://nakedcrm.com

http://www.linkedin.com/in/stevefoster

Steven.foster@intergen.co.nz

http://www.intergen.co.nz/blog

The New Mobile Workforce

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

Topics

The New Mobile Workforce

Steven 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.

The New Mobile Workforce

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

My definition of a mobile App

The New Mobile Workforce

Employees expect to be able to connect their own device to the corporate network

Concept of bring your own device

Mobile workforce

New working scenarios – people expect to be able to work out of the office

Why Mobile, why does it matter?

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20

40

60

80

100

120

140

160

180

2011 2012 2013 2016

Mil

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Source: Gartner (April 2012)

Worldwide Sales of Media Tablets to End Users by

OS

iOS

Android

Microsoft

QNX

Other

The New Mobile Workforce

What is expected by the users of mobile CRM?

The New Mobile Workforce

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?

As a Business you need to consider the impact of Mobility and CRM

The New Mobile Workforce

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?

Mobility Considerations continued …

The New Mobile Workforce

How do you provide access to mobile CRM today?

The New Mobile Workforce

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

Microsoft Dynamics CRM Mobile Express

The New Mobile Workforce

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

Microsoft Dynamics CRM Mobile Express

Demo

The New Mobile Workforce

Microsoft Dynamics CRM Activity Feeds

Demo

The New Mobile Workforce

Microsoft Dynamics CRM Mobile (Q2 Release – R8)

The New Mobile Workforce

The New Mobile Workforce

The New Mobile Workforce

Outlook

The New Mobile Workforce

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

Microsoft Dynamics CRM Client for Outlook

CWR Mobility

The New Mobile Workforce

ISV 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

Demo

The New Mobile Workforce

Cross Browser Availability (Q2 Release – R8)

The New Mobile Workforce

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

Windows 8 – Metro Principles

The New Mobile Workforce

Mobile workforce

Specific use-case

Purposed application

Customer Showcase: New Belgian Brewery

The New Mobile Workforce

Future Directions – Microsoft Dynamics CRM “R9” and Beyond

Demo

The New Mobile Workforce

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

In Summary …

Questions

@FozzyNZ

http://nakedcrm.com

http://www.linkedin.com/in/stevefoster

Steven.foster@intergen.co.nz

http://www.intergen.co.nz/blog

Thank You