CRM- September 2008 - (Page I5) Sponsored Content September 2008 5 RIBBIT: Delivering Voice Productivity to Mobile CRM Although innovations in mobile CRM, along with the evolution of mobile devices, will deliver many benefits to sales professionals, a fundamental disconnect exists between the need to update information on a keyboard—be it on a laptop or on a mobile phone—when high impact salespeople inherently spend most of their time on-the-go. Moving between customer sites, in meetings, and behind the wheel, mobile sales professionals rarely have time to sit in front of their keyboards or tap updates into their mobile phones. Reliance on the keyboard, even (and, in some cases, especially) a keyboard on a mobile device, remains a notable impediment to the viability of any mobile CRM solution. likely to be near their mobile phones than able to spend time at their laptops. Although screen size, network speed, and text-based input enhancements built upon the traditional user interfaces continue to improve, the fact remains that most high-impact sales professionals don’t have time to tap at the keyboard, whether it’s on a laptop or on their mobile device. Even with the best text-based input options, typed or written input is inherently slower than the most natural form of expression: simply talking. Current research cites a 7:1 productivity advantage of voice input over keyboard input. In other words, it is seven times more efficient to say something than it is to type it on a keyboard. Given the keyboard ergonomics of many mobile devices, the efficiency benefits of voice may be even higher—even assuming that mobile professionals have time to spend on those keyboards. VOICE EMPOWERS CRM PRODUCTIVITY. that frees sales professionals to manage voicemail in the mode that they choose: as text or as voice, on their phone or on their laptop. EXTENDING THE POWER OF MOBILE. Ribbit for Salesforce removes that impediment by integrating voice automation directly into salesforce CRM accounts, allowing mobile professionals to talk, rather than type, voice updates to salesforce simply by using their mobile phones. Ribbit also synchronizes phone and internet capabilities to extend the reach of mobile accessibility beyond the limitations of mobile devices. By “cloning” the mobile phone to a secure web-based location, Ribbit for Salesforce allows sales professionals to receive phone calls at will, even when out of cell range or when their phone is unavailable or recharging. This allows phone calls to be answered and messages to be managed and stored online anywhere where there is internet access. By providing access to the phone through the Web, Ribbit extends the versatility and convenience associated with mobile phone use and applies those benefits directly to missioncritical CRM functionality. NATURAL, CONVENIENT INPUT BUILDS RESPONSIVENESS, COMPLIANCE. INPUT: AT THE CORE OF CRM CHALLENGE AND OPPORTUNITY. At the foundation of current mobile CRM development is the assumption, based on reality, that mobile professionals are more Voice is the most fundamental form of communication. Now, Ribbit for Salesforce harnesses voice as the ultimate CRM “power tool.” By simply leaving a voice message on their mobile phone, sales professionals can now update their salesforce accounts with meeting summaries, reminders, follow-up items, memos and notes, as easily as making a phone call. Ribbit’s voice-to-text transcription abilities allow incoming messages—such as mission-critical calls from customers—to be transcribed into text for speedy, silent delivery as text or email messages, ushering in a new era of “visual voice messages” In reality, sales professionals and their managers know that the demands of onthe-road sales activity limit the hours when salespeople can actually get to that keyboard to update account information. Notes from meetings, follow-up items, leads and to-dos often remain jotted on paper or, too often, simply forgotten. The value of CRM solutions remains theoretical at best when mobile professionals simply can’t find time to manage account information and updates at the keyboard. “Non-compliance,” a frequent frustration point for sales leaders
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