Mobile CRM: Does Productivity Put Enterprise Security At Risk?

Enterprise

The global CRM market grew to $18B last year. And with potential benefits that include increasing customer satisfaction, driving down costs and boosting productivity, it’s easy to see why virtually every enterprise is looking to extract as much value as possible from its CRM strategy.

Today, one of the most important components to an optimized CRM approach is mobility. Mobile CRM is one of the key tactics CIOs are pursuing to achieve goals like:

  • Lowering the cost of sales
  • Reducing billing lag time
  • Keeping customer records up to date
  • Increasing the average number of service calls per week, and
  • Delivering real-time data to managers

But what about the risks? With sensitive data in transit between the field and headquarters, and at rest on the devices of service and sales reps, the potential security hazards loom large for every CIO. So how are they addressing these issues, as more and more data and processes are mobilized each year?

Covering the Security Bases

One of the prime challenges is that there are so many aspects involved – the app design and architecture, the device, network factors, the system in place for mobile app management, the user’s habits and practices. For some organizations, mobile CRM security is a question of tackling each of these issues individually to create a best-practice, multifaceted approach.

When BlackBerry 10 launched, BFI Mobile was the first out with a BlackBerry 10 app for Microsoft Dynamics CRM, one of the world’s top 5 CRM solutions.

The app helps sales and service organizations make good on the benefits that mobile CRM promises. “Enterprise sales teams are using the app to get up to speed on a customer’s history just before a meeting, to review recent activities on the fly and to find new up-sell and cross-sell opportunities. Service organizations are using it to mark up cases and update their records in real-time,“ says Benno Sitzmann, Partner Account Manager at BFI. “And customers are reporting new use cases all the time, like taking a client through a customer satisfaction survey on the spot, submitting the results and having an email go out to thank the participant right away.”

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But what’s special about the pairing of BlackBerry 10 devices and BFI’s Microsoft Dynamics CRM app, says Sitzmann, is the reassurance this combination gives IT when it comes to security. “With the BlackBerry 10 architecture, you have a complete separation of work and personal data, with two separate file systems.” BlackBerry Balance means the BFI app sits in a user’s Work Space, so sensitive CRM data can’t be moved or leaked into personal channels.

But BFI makes versions of the app for iOS, Android, Windows Phone and Windows 8 users too. Which means that enterprises can extend BlackBerry app security to other device users. Secure Work Space allows IT to establish a secure container for work apps on those devices, wrap the BFI app securely, deploy it and manage it from there.

As Microsoft continues its rollout of the updated Microsoft Dynamics CRM 2013, BFI has their App and is now also running under CRM 2013.

Get a free trial here: http://appworld.blackberry.com/webstore/content/29036887 , let us know if you have any comments or feedback after using this App.

About Ali Rehman

@AliRehman81 is the Enterprise Social Marketing Manager at BlackBerry. He is involved in managing social media program for the B2B community. Also focusing on developing engagement and awareness across various social properties. Outside of work he is a massive aviation fan and big supporter of the 'Blue Angels (USN)' aerobatics team.

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