Ellen Kleinlein, the IT relationship manager for sales and marketing at Celanese, a chemical products manufacturer based in Dallas, was part of a team that implemented an mCRM solution.
"We had two choices about our back-end CRM: We could either purchase the license of the system we were on" that her
previous company owned, Kleinlein
says, "or we could look at another solution."Celanese
already had SAP
and stuck with it because the data proved to be more accurate, and reps preferred using it.Then the firm decided to go mobile with mySAP CRM 4.0.
"The initiative was successful because we started with a small business unit instead of trying to force the whole company to go one route," Kleinlein
says."We've worked out the bugs in it and because of what we've done, other business units have followed our lead."
Not only did it get the attention of other departments in the company, but the early group of users liked if so much they wanted to expand the offerings of the initial product they were using to increase their effectiveness."They're getting good at it and they want more things to happen with it.Right now we're in the middle of piloting a portal project, transitioning from a mobile system to a portal-based system, based on the feedback from salespeople," Kleinlein