Abstract:
This paper is concerned with the factors involved in introducing mobile communication successfully to sales and service. Taking an integral view into account, all elements relevant within an enterprise will be analyzed.
The starting point of any investment is the operational objective. With regard to this, the question will be examined, under which premises the decision for the use of mobile communication should be taken. Subsequently, the processes occurring in an enterprise including the respective data model, and the necessity of redesigning the business processes will be discussed. The next section will show how the field sales force, who have to realize the processes adapted, may be successfully prepared for them. In addition, prevalent products in the area of software and hardware will be examined with regard to their properties and selected examples of widely used software will be given. Benchmarking, which is supposed to check the fulfillment of the previously established business objectives, represents the final component.
At the end of every section, a check list offers the opportunity to recapitulate the essential points and to take one’s own situation into consideration.
By means of case studies concerning sales and service, the factors involved in successful business, which have been presented earlier, will be verified and the concrete realization of a project will be put forward.
Subsequently, a categorization of process types describes feasible objective criteria regarding the premises and the demands with which and how the process can be redesigned.
The easily adaptable check list in the appendix of this paper allows for a swift analysis of an enterprise’s premises and progress for the successful introduction of mobile communication.
