Empower Field Force To Make Every Touchpoint Count


Today’s business ecosystem is a battlefield that comprises of fierce competitors, regulatory watchdogs, impressionable customers and dissatisfied employees. You need to be absolutely ‘battle-ready’ to win new customers and retain the existing ones.

Field sales and service agents are the first point of contact with customers, and can often make or break the deal with the way they manage client interactions. In wake of the new and evolving touchpoints and engagement channels, their role becomes even more important. The customer expectations are on the rise and the reaction time for organizations is getting smaller and smaller every minute.

A slight delay in response or miscommunication can easily defect your customers with the competition lurking round the corner to pounce upon such opportunities. Imagine a customer or a prospect enquiring about a complimentary product and the sales agent not able to respond due to lack of information. Can you afford to have such a scenario?

It is therefore critical to empower your field agents with tools that make them adept at handling complex situations with speed and agility. Mobility comes off as a key imperative for organizations looking to succeed in this endeavor. In less than a decade it has transformed not just the operational framework but also the strategic outlook for organizations across industries and geographies.

So what makes mobility an indispensable weapon in the armory of your field force? A mobile empowered field force can lead to significant time savings and improved productivity. It facilitates seamless interactions between the field agents, back office and the customers that renders high speed responses and smart reactions from your field force. With improved accuracy in information capture, it brings down the operational expenses and creates process efficiency.

To put it simply, mobility provides the three ultimate advantages to your frontline sales team that helps them oust their competitors.

Real-time Communications – A robust communication strategy is a critical success factor. The chief-in-command needs to be aware of the ground reality. Also, his directions have to be communicated seamlessly and accurately to get the the desired impact. For eg. all kinds of offers, dynamic price changes, new offerings need to be pushed to the field staff with minimum time lag. The customer feedback, on the other hand, has to be captured and transferred back in an unadulterated form. Mobility can play a vital role here. With applications designed to facilitate ‘on the go’ information capture and secure, rights based access to enterprise systems from anywhere, your field agents can remain connected 24X7.

Operational Intelligence – Field agents need access to comprehensive information around individual profiles that can help them categorize prospects appropriately and make successful sales pitches. Depending on demographics, lifestyle, spend patterns, and future needs mobile-enabled applications can suggest the right products for the customer. Also, access to latest product brochures, videos and other marketing material help them close the deal. Mobile applications can also facilitate real-time alerts, and pop-up reminders about customer queries, grievances and other key events like birthdays and wedding anniversaries etc. to create several cross/up-sell opportunities.

Monitoring and Control – Mobility helps the Sales Managers to stay in control of the field operations at all times. Field agents can use their mobile devices to send real-time MIS reports, ensuring complete process visibility and performance tracking from the head office. Using these reports, the team leads can easily gauge the occupancy rates of various agents and enable dynamic work allocation.

Mobile applications are thus the perfect ammunition that can give you an edge in a fiercely competitive market. It has eliminated the challenges faced by companies in remote sales management such as lack of communication, insufficient information and operational time lags. Organizations must now think of it as a natural extension of their operational framework and empower their field agents with smart mobile apps that help them take better decisions and improve responsiveness.

For enterprises to fully unleash their mobility imperatives, they need a framework that connects the front end mobile applications with the enterprise systems at the back end. This framework must allow them to develop, deploy and manage highly configurable hybrid mobile apps, which support multiple platforms.