6 Ways Mobile CRM Apps Improve How We Do Business
Nowadays, almost every single person has some sort of mobile device within reach. It’s nearly impossible to walk down any busy city street without seeing droves of people looking down, glued to their smartphone screens. On the positive side, mobile devices help us to stay connected and well-informed from both personal and professional standpoints.
Anyone with a smartphone uses mobile apps every day for education, communication, convenience and simple entertainment. And although the masses have adopted the use of apps on a global scale, many companies are still reluctant to embrace the fact that mobile apps can be just as useful from a professional standpoint. The right mobile app targeted toward business professionals can help increase access to collateral, keep you more organized, better track performance and allow you to more quickly respond to customer issues.
App Annie recently reported: “Apps, in general, are still blowing up, with total time spent in apps growing by more than 60 percent on Android phones from 2014 to 2015. During 2015, global downloads across all stores hit 111 billion.” (Fabien Pierre-Nicolas, App Annie VP of MarCom)
You can’t argue with those numbers.
So while select businesses are becoming more mobile, there are still far too many who haven’t taken advantage of one of the most useful and technologically sophisticated tools ever made. A well-designed mobile app for business will allow you to conduct business anywhere, at any time. And now, mobile apps are easier to create, configure and deploy – and the process is getting easier over time.
Here are 6 ways mobile CRM apps can improve the way we do business:
1. Boost Productivity with Mobile CRM Apps
Whether it’s a tablet or smart phone, almost everyone is constantly connected to a mobile device in some way. With a mobile CRM app, users can more quickly respond to customer needs, address leads, and manage existing customer accounts. If your users aren’t able to access customer data at any time, from any location, then business must be put on hold when they leave the office or are away from their company computer. With a mobile app, there are many more options for your sales and support staff when it comes to conducting business and dealing with customer issues.
With a properly designed mobile CRM app, you shouldn’t have to wait more than a few seconds for an update. To fire up a laptop or PC usually takes several minutes while a mobile device is always on, always connected. Mobile CRM can help utilize “dead time” throughout the work day; the quick break in a meeting, those 10 minutes waiting for an Uber or those 30 minutes while waiting to board a plane. These dead time moments can be significantly reduced when using a mobile CRM app.
2. Stay Ahead of the Curve with Real-Time Updates from Mobile CRM Apps
Many managers and business owners are running their business by analyzing the past. They review stats on a weekly, monthly and quarterly basis. During that time things can and will change. Many organizations that have CRM are afforded insight into detailed forecasts, performance and activity reports; however, something important is missing.
Try driving to a place you’ve never visited by looking at a map, last week. Not very easy, is it? Thankfully, we have instant access to driving directions, maps and even real-time traffic reports when we need them. A properly designed mobile CRM app will take full advantage of your mobile device, including camera, GPS and voice entry, providing real time access to what’s happening in your business and with your customers.
3. Mobile CRM Apps Improve the Accuracy of Your Data
While almost all companies try to keep their CRM application up to date, many have failed. Keeping data accurate and up to date is not an easy task. One of the primary reasons for poor data is not aligning with how your users operate. This results in inaccurate and irregular CRM updates.
Users who don’t have access to mobile CRM will use their email, hand-written notes, and a host of other miscellaneous ways to track information. At some point, if you are lucky, they’ll update that information into the system; however, these post interaction updates provide a much greater chance of error. Poor customer data is as bad as no customer data (just ask the Marketing team). With a mobile CRM system, users can enter information quickly and efficiently wherever they may be, reducing errors, contributing better data and helping make business processes flow a lot more smoothly across all the different teams within an organization.
4. Mobile CRM Apps Help to Improve Customer Service
We no longer live in a 9-5 world; customers expect instant access to and rapid responses from the companies with which they choose to do business. When a customer has a complaint, there is a small window of time to respond before they get anxious. And nowadays, when an angry customer gets anxious, they may start publicly posting negative feedback on social media channels. Mobile CRM allows your users to quickly access relevant customer information and respond in a more timely manner, regardless of the time of day or their location. Without a mobile application for CRM, customers may have to wait hours or days for somebody to return to the office or gain access to their laptop, pull up the information, and begin to resolve their issue.
5. Get More Engaged Users with Mobile CRM Apps
Countless research suggests that employee satisfaction and commitment significantly impact a company’s success. Providing an amazing customer experience requires teamwork and the right tools to help users engage with customers in the right way. Tools and systems that are easy to use, fast, intuitive, flexible, and fit our mobile lifestyle are more likely to be adopted. These aspects are the primary factors in the huge growth and use of mobile apps.
Taking advantage of the popularity of mobile apps by extending them into your customer facing systems and processes results in higher CRM use and adoption. In our experience, a mobile CRM app is as necessary as email or phone. A mobile CRM app is one of the most powerful tools you can adopt to provide a better customer service experience and an increase in sales.
6. Mobile CRM Apps = Increased Collaboration
Providing mobile CRM apps increases collaboration across teams within an organization. It provides real-time insight into what’s happening in the field and allows tasks to be quickly and accurately assigned. Cross-team collaboration improves by allowing Marketing to instantly distribute leads and follow up tasks to team members. Or, assume a critical customer service issue occurs while the account executive is out of the office. When you instantly notify them of the issue, the result is a faster response time. A faster response time results in happier customers, especially when critical issues arise.
Mobile CRM Apps Can Help You Elevate the Way You Do Business
Mobile technology has significantly impacted our professional and personal lives alike, and will continue to do so for the foreseeable future. It has undoubtedly changed the face of business, spawning new business models and industries, empowering customers and opening new avenues to efficiency and productivity. Companies are rapidly adopting mobile technology and equipping their users with powerful mobile apps. Are you ready to take advantage?
To learn more about how you can leverage Microsoft Dynamics CRM mobile apps in your organization, sign up for our webcast, How Microsoft Dynamics CRM Mobile Apps Improve the Way We Do Business.