Opportunity Alert: Connecting Mobile Service To The CRM

By Jeffrey Wartgow, Vice President, Channels, Alliances and Product Marketing, TOA Technologies

How extending the CRM to the field can create more connected customer relationships – for both sales and service teams

I recently presented as part of a webinar panel which discussed what I call “the extended CRM” – apps and other technologies like field service management software that can augment a primary CRM investment, and in this case, the topic was how to extend the value of the Salesforce CRM. One of my co-presenters, West Gass from Genesys Labs, discussed one of the most frustrating things about the average call center experience for a customer. He said, “You are made to wait a really long time only to be routed to an agent who doesn’t know who you are or what you want, and can offer nothing except to say ‘Sorry we can’t help you.’”

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