In a world of seamless communications and collaboration, the connected mobile enterprise has the full context of its business processes with fluid and natural communications that permeate the entire workplace.
Employees leverage information and analysis that bring relevance to communications with the goal of removing waste, working more efficiently, and bringing the full weight of their company to every customer engagement.
The connected mobile enterprise can bring a high degree of contextual information to communications and decision-making. Organizations search for a full understanding of their customers:
- Customer’s name
- Customer’s company
- Customer’s contact information
- When the company last served the customer
- What products the customer previously purchased
- What the customer’s current problem is
- What the company’s potential solutions are
- What previous contact the company has had with the customer
- Who last talked to the customer
- How to contact the customer, and with which channels
Real-time business deserves real-time connections
While all this information is captured within CRM and various other applications, the company’s employees have the ability to reach their customers with that knowledge and context in the palms of their hands.
They communicate in real-time through a single framework, drawing upon business application content that encompasses mobile, office and business communications media. They leverage a simple-to-use framework available to every employee—from the service worker in the field to the administration staff in the office.
The connected mobile enterprise brings a powerful business proposition to the market. An enterprise with this capability can save time per customer-facing employee, create enhanced satisfaction by delighting customers and generate productivity through incremental work or additional demand from the market.
An employee of the connected mobile enterprise does not spend the majority of his time preparing to talk to clients. He is immersed in customer context and spends most of his time engaging customers and generating business. The connected mobile enterprise employee is delighted with the ability to be primarily mobile, while able to use whichever business communications device (mobile, tablet, desk phone, conference phone) is best for a given situation. He has access to customer contextual information and an easy-to-use real-time communications interface. The employee also has the ability to leverage the full power of every business application and the ability to communicate natively and seamlessly from within those applications.
For the field service worker, this delight is doubly strong. Long gone are the days of having to jump from the field services mobile application to the mobile dialer, to a messaging application, to the mobile video player, and then back to the mobile app to record the details of his business activity.
He would simply “tap to connect” and contact his colleagues and customers, record the interaction, and finish his business, right in the mobile app—all in real-time, simultaneously and naturally. He then simply gets on with working more efficiently, being more productive and generating more business.