We often hear clients say that they think that mobility is the key to improving user adoption of their systems. Putting CRM and XRM solutions in the hands of the users seems like the perfect way to make it easier for employees to use those systems.
With the recent launch of Microsoft Dynamics CRM for Phones, more and more companies will offer their employees Dynamics CRM on mobile devices. As well as offering Dynamics CRM applications for Windows Phone, iPhone and Android phones, Microsoft has also introduced a browser application for Dynamics CRM for users of Blackberry devices.
The good news is that it is easier than ever to deploy CRM and XRM solutions on mobile devices. The bad news is that user adoption can prove to be as elusive for mobile solutions as it ever was on premise. So how can you make sure that your mobile solution is successful?
It is often not appropriate to just make the on premise solution available on your employee’s phones. The way that your employees use your system on mobile device is different than in the office. They may want to see less information or different cuts of information. Process shortcuts might be required.
Many of the rules that drive high user adoption on premise still apply for mobile deployments. Explain what the system is for and why it is important that it is used. Involve the users in the planning and deployment to make sure the solution fits. Provide appropriate and ongoing training and support. Have your Executives model good behaviours by using the system too.
To make sure that your mobile solution is appropriate you have to revisit the business requirements, process flows or use cases you initially developed and reimagine them for the mobile world. Only then can you provide a mobile solution that truly meets the needs of the user, driving higher adoption rates.