The popularity of mobile devices has exploded in recent years. Nearly everyone has a smartphone or tablet within arm’s reach 24/7. Businesses have taken notice of this mobile revolution, developing apps and mobile-friendly websites to engage better with always-connected customers. One area that has been significantly impacted by mobile is customer relationship management (CRM).

What is Mobile CRM?

Mobile CRM refers to CRM software and platforms optimized for mobile devices. Features that may be included:

• Native apps for popular mobile operating systems like iOS and Android
• Mobile-friendly web interfaces
• Offline access to CRM data and functions
• GPS integration and location-based features
• Mobile alerts and notifications
• Voice commands
• Mobile analytics and dashboards

The goal is to provide sales teams and customer service agents with access to vital customer data and CRM functionality on smartphones and tablets from anywhere at any time.

Benefits of Mobile CRM for Sales Teams

A mobile CRM strategy can provide many benefits for sales professionals:

Increased Productivity

• Salespeople can access customer records, schedules, and other important info on the go rather than sitting at a desk.
• Lead tracking and communications can be handled in the field via mobile.
• Less time wasted traveling back to the office to update records.

Improved Customer Service

• Faster response time to customer inquiries.
• Problems can be addressed immediately rather than waiting.
• Customers appreciate the convenience of quick answers.

Enhanced Win Rates

• Mobile access allows salespeople to be better prepared for meetings and calls.
• Up-to-date data leads to more relevant and personalized interactions.
• Sales teams can collaborate and share expertise on the fly.

Advanced Analytics

• Mobile CRM apps provide real-time sales analytics.
• Data can be used to identify problems and opportunities.
• Metrics allow tracking of individual and team performance.

How Mobile CRM Boosts Customer Service

For customer service teams, mobile CRM unlocks new possibilities for serving customers anytime, anywhere:

Omnichannel Support

• Agents can seamlessly switch between phone, email, and live chat channels via mobile apps.
• A unified platform connects all customer data and conversations.

Faster Response Times

• Mobile alerts notify agents of incoming inquiries.
• Issues can be addressed promptly, improving satisfaction.

Knowledge Base Access

• Agents can easily look up help articles, references, and resources.
• Problems are resolved quicker with the right info at their fingertips.

Real-Time Notifications

• Customers can be updated on ticket status changes via mobile push notifications.
• Agents are notified when high-priority tickets are assigned to them.

Location-Based Features

• Integration with GPS enables location-based alerts and customer mapping.
• Customers can be directed to nearby stores, facilities, or other resources.

Mobile Field Service

• Agents in the field can access customer records histories and request dispatch via mobile devices.
• Appointments, routes, and field tasks can be managed and optimized on the go.

Key Considerations for a Mobile CRM Strategy

Transitioning fully to mobile CRM comes with challenges. Here are some key factors to consider:

• User adoption – Getting team members to embrace mobile tools. Proper training and change management will be critical.
• Data security – Mobile devices introduce new cybersecurity risks. Measures must be taken to protect sensitive customer data.
• Platform capabilities – The CRM must be optimized for mobile with responsive design and offline mode.
• Integration – Mobile CRM should sync seamlessly with your other systems and software. APIs may be required.
• Support and maintenance – A plan for ongoing mobile app updates, monitoring, and support resources.
• Cost – Budgeting for potential expenses like custom mobile app development.

The Future is Mobile

Customers today expect businesses to be accessible 24/7 across all channels and devices. A mobile CRM strategy is necessary to keep pace with these demands. Sales and service teams equipped with mobile capabilities will be able to engage customers in new ways, driving increased productivity, efficiency, and revenue growth. The mobile CRM revolution is here to stay.

 

About Us

We save your time, resources, and costs. Whether you need help with Outsourced Accounting, Finance, Tax, Employee Management & Payroll, or ERP & E-Commerce Integration. we have the expertise and solutions to help.