The New Mobile Workforce With the many smartphones and tablets that are available to your employees today, users of Microsoft Dynamics CRM are coming to expect that they can access their business tools on any device, and then realise the many efficiencies that this may bring. And they can, so long as they make the right decisions. As a manager or user of these systems, what should you be considering when enabling mobility of CRM for your workforce? Steven Foster, Intergen’s CRM Product Manager, will outline the key questions you should be considering, looking at the options available and getting a look at what Microsoft CRM would look like on a number of today’s devices including Apple iPads and iPhones, and Android-based devices.

1. Mobility and CRM: The New
Mobile Workforce
Steven Foster
June 2012
Steven.foster@intergen.co.nz
@FozzyNZ
http://www.linkedin.com/in/stevefoster
http://nakedcrm.com
http://www.intergen.co.nz/blog

2. The New Mobile Workforce
Topics
 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

3. 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.

4. The New Mobile Workforce
My definition of a mobile App
 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

5. The New Mobile Workforce
Why Mobile, why does it matter?
 Employees expect to be Worldwide Sales of Media Tablets to End Users by
able to connect their own OS
180
device to the corporate
Millions
160
network 140
iOS
 Concept of bring your 120
own device
100 Android
80
Microsoft
 Mobile workforce 60
QNX
 New working scenarios –
40
20 Other
people expect to be able 0
to work out of the office 2011 2012 2013 2016
Source: Gartner (April 2012)

6. The New Mobile Workforce
What is expected by the users of mobile CRM?

7. The New Mobile Workforce
As a Business you need to consider the impact
of Mobility and CRM
 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?

8. The New Mobile Workforce
Mobility Considerations continued …
 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?

9. The New Mobile Workforce
How do you provide access to mobile CRM
today?

10. The New Mobile Workforce
Microsoft Dynamics CRM Mobile Express
 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

11. The New Mobile Workforce
Microsoft Dynamics CRM Mobile Express
 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

12. Demo

13. The New Mobile Workforce
Microsoft Dynamics CRM Activity Feeds

14. Demo

15. The New Mobile Workforce
Microsoft Dynamics CRM Mobile (Q2 Release – R8)

16. The New Mobile Workforce

17. The New Mobile Workforce

18. The New Mobile Workforce

19. Outlook

20. The New Mobile Workforce
Microsoft Dynamics CRM Client for Outlook
 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

21. CWR Mobility

22. 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

23. Demo

24. The New Mobile Workforce
Cross Browser Availability (Q2 Release – R8)

25. The New Mobile Workforce
Windows 8 – Metro Principles
 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

26. The New Mobile Workforce
Customer Showcase: New Belgian Brewery
 Mobile workforce
 Specific use-case
 Purposed application

27. The New Mobile Workforce
Future Directions – Microsoft Dynamics CRM “R9”
and Beyond

28. Demo

29. The New Mobile Workforce
In Summary …
 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

30. Questions
Steven.foster@intergen.co.nz
@FozzyNZ
http://www.linkedin.com/in/stevefoster
http://nakedcrm.com
http://www.intergen.co.nz/blog

31. Thank You