Resco

Benco Dental's sales force is highly mobile, with a typical sales representative visiting up to 10 to 15 offices per day. Quick access to CRM is crucial for them to provide the best service to the customers they are visiting and to the customers that are contacting them during the day. However, because Benco covers most of the United States, there are some areas that don't have wireless coverage. Therefore, having the information stored offline was also key. Benco evaluated three other Mobile CRM vendors before Resco, but found them to be more complex to set up, requiring additional servers and databases, and equally hard to administer. The other solutions didn't support iOS and/or Android, and were still struggling with some of the changes from CRM 2011.

Scania's sales staff in the Central European Region (CER) often meet with customers outside of their offices, making mobility a key requirement. They needed an easy-to-use mobile solution to work with key information stored in the company's Microsoft Dynamics 365. The sales team consists of various roles, each with different demands and needs to access different information in the field. A one-size-fits-all solution would not fit the requirements. Therefore, Scania was looking for a mobile solution it would be able to effectively customize for different user roles.

Effy business partners install & inspect isolation yards at households. Their daily job requires them to schedule the visits, collect the information about each visit and on-site task. Sometimes this happens in a completely disconnected scenario. The traditional method of using pen and paper was inefficient and time-consuming, leading to a need for a more streamlined and efficient solution.

Catalana Occidente, one of Spain’s largest insurance groups, needed a technology solution that would hold all business information, integrate with other business tools (such as SharePoint and Outlook), and make the data available for their insurance agents from anywhere via mobile devices. The company has an extensive external commercial network of agents who visit customers every day. As the CRM is the source for all the relevant business and customer data for the agents working on the go, they needed a tool for accessing this data and at the same time updating the data from their mobile devices. The requirements for the mobile tool included offline functionality, responsiveness and ease-of-use, simple scalability, easy management of business and administrative tasks, and compatibility with major mobile operating systems.

Before switching to Resco, the Hoffmann Group had been using Microsoft Outlook Client with a local SQL database, which had many limitations. The biggest one was the lack of offline functionality. Sales reps couldn’t efficiently synchronize data collected in the field. They could only do it in the evening, once they returned to their office or home. If they needed to quickly forward information, for example to the Inside Sales team, they had to make phone calls. Moreover, the synchronization process was slow – it took about 15 minutes to switch from offline to online mode and back, and even more if the Internet connection wasn’t strong enough. They soon realized they need a new mobile solution – one that allows sales reps to perform their tasks offline, right in the field. One that allows them to forward information in real time, leading to increased productivity. And one that would not only directly connect to their Microsoft Dynamics 365, but also integrate with Microsoft Exchange as well.

Oslo Kommune, the largest municipality in Norway, was facing a challenge with its fire department. The department, consisting of 70 fire inspectors, was responsible for the supervision of approximately 5500 fire objects, including buildings and construction sites. The inspectors needed to assess building construction and fire safety measures in the field. However, they lacked a system that could allow them to check building data, add information, and take pictures of deviations to include in their reports upon returning to the office. The municipality was using the MS DYN CRM 2011 solution to store this data and was in search of a mobile application that could enable them to bring the entire system into the field.

innogy Solutions, a provider of HVAC management technologies and services, was facing challenges with their data storage and access. Their service records, manuals, photo documentation, and other vital information were stored on a local company server, making it difficult for field technicians to access the information they needed. Additionally, customer contact information was scattered across various platforms, making it difficult to manage. The company was looking for a comprehensive solution that would allow them to store, manage, and access their business information effectively. They also wanted to reduce the use of paper forms and digitize their work processes.

Enterprise Inns, the largest pub company in Britain, faced a challenge with its mobile workforce. The company's core business process tools included CRM, but the desktop version was not user-friendly or fast for field workers. The company initially tried to mobilize Microsoft Dynamics CRM for its 300 field workers using a solution based on Android devices, but this required hiring an offshore software development company to build a mobile app from scratch. The new solution needed to be mature, reliable, and easily customizable for account management and property maintenance use case scenarios.

The Site Service Group used the Resco-based Microsoft Field Service Mobile app. Its customizability allowed the company to build an app that suits all their specific needs. When they found out that the app will be discontinued, they stood in front of a though decision. Covering complex network infrastructure in Norway — a country with many hills, valleys, and fjords — was one of the biggest challenges. The Site Service technicians are often sent to areas only accessible by helicopters. Moreover, they must do their job with limited or no connectivity. To make it extra difficult, they must combine lots of technical knowledge and experience with acrobatic skills. Climbing atop several dozen meter tall communication towers is considered a routine operation. This extra vertical mile the technicians must go daily required finding a balance between using a device that is small enough to fit in the palm of a hand but one with a big enough form factor to do the job quickly right on the spot.

Southern States Toyotalift, a manufacturer and distributor of high-quality forklifts and other machinery, was facing a challenge with its sales process. The company heavily relied on on-site offline sales, which involved managing thick folders of sheets for every order. This process was time-consuming and inefficient, leading to wasted work time and money on laborious digitization. The company initially attempted to develop an in-house app to streamline data collection, but after a long development period and significant expenditure, they found themselves back at square one.

Alectris’s field site engineers fill thousands of work orders globally each year. They spend most of their time in the field, performing preventative and corrective maintenance. They take care of hardware made by various producers; the assets are very complex. The field engineers need to resolve issues quickly and efficiently, ideally on their own, without engaging anyone else. They need robust onboarding and swift access to manuals and documentation to do that. Senior and junior engineers need to share information on how to proceed with tasks. When a senior engineer leaves the company, their tribal knowledge must be retained. Alectris has used Microsoft SharePoint to keep some manuals and documentation in one place. It had several disadvantages. The engineers need to access everything on the go. They could not reach the cloud drive when they were in a place with low or no connection. The manuals and documents were uploaded by backoffice staff. They didn’t have a perfect overview of what the engineers needed. Some simple tasks were not documented. They have raised questions from junior engineers and kept the seniors busy answering them.

Alectris’ field engineers and technicians work remotely and are often out in the field. Their activities are typically in the area of preventative and corrective maintenance. The company’s aim was to provide field workers with a single solution to manage their work, including maintenance and other recurring activities, and report to the back office. Before implementing Resco, communication, reporting, and other information transmission was mainly done via phone calls and emails, which can be very time-consuming and inefficient. However, extensive reporting is required, so field workers must reserve a lot of time for desk work, making them unavailable for essential and urgent activities in the field. Another consideration is that the company has a global presence, and reliable and fast information exchange can be complicated. Synchronization times are long, and it can take time for the information to reach the customer.

Dräger, an international leader in the fields of medical and safety technology, was facing challenges with its outdated Outlook Offline app. The app, which was no longer supported by Microsoft, had long synchronization times, frustrating operations teams and field service technicians trying to view, manage and coordinate service schedules and parts requirements. If field service technicians cannot efficiently manage their day-to-day work, repairs and maintenance for the hospitals, fire stations and other customers who use their products could be delayed. To provide their customers with world-class service, Dräger wanted a faster, more reliable and feature-rich mobile app to provide offline capabilities to their field service force.

Kemp & Lauritzen’s old system was outdated and no longer supported. They wanted to replace it with an up-to-date system that they can tailor to their needs. Before utilizing the white-labeled Resco app provided by Microsoft as part of Dynamics 365 Field Service, the company didn’t have a good overview of their resources. This resulted in wasted and inefficiently handled opportunities. For example, technicians who were miles away were called to an urgent task instead of those technicians who were just minutes away from the scene. All because the back office didn’t have a proper overview of the technicians’ location and therefore, couldn’t determine who would be the best fit for a particular job. They wanted to manage their resources more efficiently.

Orangebox, a UK-based designer and manufacturer of furniture, had recently deployed Microsoft Dynamics 365 for Field Service to their 30 UK-based installation and service engineers. They were looking for a solution that would be tightly coupled with their core Dynamics 365 planning tool to deliver an improved customer experience. This platform would automate notifications to both customers and internal teams. Additionally, Orangebox also hoped to eliminate additional location tracking hardware, required for track trucks and vans.

Operating in the 21st century has required a series of investments to rise to the service demands of customers in a fast-paced, digital world. One of the essential areas is keeping I. Halper‘s IT environment up-to-date and flexible. With Microsoft Dynamics GP and Dynamics CRM already in place, most recently I. Halper were challenged with an insufficient customer order and delivery routing solution that wasn’t keeping up with their expanding requirements. The Microsoft Dynamics GP software’s routing application add-on allocated their invoices to the proper routes, but it lacked a visual front-end. That means that the field service’s team couldn’t see the allocations on a map and make on-the-fly adjustments.

Back in 2011, PGP adopted a CRM system to move away from paper, business cards, and MS Excel spreadsheets. The company realized it needed to have all of its customer base in one central place to effectively manage sales calls and to keep up with the quotes provided to customers. As a sales rep agency, PGP employs almost exclusively sales representatives whose day consists of customer visits. Hence, the need for a mobile solution arose shortly after adopting a CRM solution.

Inter Cars S.A., the biggest importer and distributor of automotive spare parts in Central and Eastern Europe, was facing a challenge due to its expanding customer base and product portfolio. The company's sales representatives spend most of their time outside the office, engaging with potential clients daily. The need to strengthen the sales team and overall sales strategy was a natural outcome of the booming demand for its extensive product portfolio. The company was looking for a solution that could provide actual business value without the problems related to the diversity of mobile devices.

Gulp Limited, an Irish water services company, faced challenges in managing its field teams. The teams, spread across the country, provide services mainly to residential customers. They not only install Gulp's water purification technology but also ensure its proper functioning by providing post-installation services. The field team's daily tasks included planning tasks effectively, having a 360° overview and instant access to all products & prices, checking in/out at each visit, closing the appointment with an editable payment invoice, and being independent of Internet connectivity. However, they faced issues with tracking changes when editing products in offline mode, delays with check-in and closing appointments, difficulty in entering and having visibility on payments, and lack of motivation due to the absence of detailed user insights and route planning.

HG Technology's client, a company in the construction industry, was struggling with an inefficient inspection process. The workers were still using paper reports during routine inspections, which often resulted in misplaced reports and lost work. The process of digitizing the data from these paper reports was time-consuming and often overlooked due to the workers' lack of time. This led to a clunky and ineffective inspection process that was costing the company both time and money.

Blueknight Energy Partners, a company that provides midstream services for energy commodities, had a challenge. They had Microsoft CRM already loaded, but they needed to make it mobile. The company employs mechanics working on its transportation trucks in garages all over the United States and trucking supervisors that oversee the transportation of oil from point A to point B. Both groups needed to transform their work systems into a digital form. The mechanics needed a system that could capture the parts, the tires, and the hours of labor it takes to complete a work order. On the other hand, the trucking supervisors needed a system that could help them pair trucks with trailers, inspect the maintenance history of vehicles, assign drivers and accept transfers.

Jet Import, a leading distributor of premium beverages and snacks in the Benelux area, was looking to innovate its store inspection processes. The company, which introduced Red Bull to the Belgium market in 1996, has grown into a full-fledged company with a leading position in the retail, petrol station, and catering & hospitality industries. However, considering the enormous scale and competitive landscape of the Food & Beverage industry, Jet Import recognized the need for advanced inspection business systems to check, detect, and quickly solve all potential issues. The company wanted to have information about each store, current promotions, and purchases, and the ability to plan, execute and analyze the goods’ merchandising activities.

Moat Housing Association, a UK-based housing association managing over 20,000 homes, was facing challenges in providing their frontline staff with access to conduct their work while out in the field. They were using Microsoft Dynamics as their core CRM system and were looking for a fully integrated mobile solution. Their staff had to prepare paper packs for visits, carry tenant data to sites, and return to the office to write up visits and inspections. They had a partial mobile capability via an application built in-house, but it did not integrate with Microsoft Dynamics, offered limited functionality, and the licenses were due for renewal.

Heineken, a global brewing company, was facing challenges with its sales force automation in emerging markets like Africa and the Middle East. The sales representatives were often in the field, in regions where there were no roads and weak or no Internet coverage. They visited numerous restaurants, bars, hotels, and outlets throughout the day without up-to-date CRM data at hand. The company relied on Microsoft Dynamics CRM 2011 as their back office technology for sales force automation, but the lack of connectivity in these regions made it difficult for the sales reps to access and update the CRM data.

Freudenberg Sealing Technologies was looking to replace its paper lead sheets used during trade shows and conferences. After sales representatives had a meeting with a prospective client, they had to fill out a paper form covering the debate and their lead. Once they’ve returned to the office, they then needed to manually transcribe the information to Freudenberg’s Microsoft Dynamics CRM. The objective was not only to digitalize the paper forms, but allow reps to utilize and interact with the information stored in the CRM – enabling them to add contacts, select accounts from the system, choose from the topics prepared for each show based on products and segments, and add appointment notes as well. With all the data flowing straight into Dynamics CRM and used by the back office.

Made for Movement is a company that provides unique medical devices to help people with disabilities. The company's Aid Consultants spend most of their day out of office, visiting schools, homes, institutions, and kindergartens to introduce and adjust their products. These visits require careful planning and organization, and the consultants need to be able to work on-the-go. However, the company was using a system that did not support mobile work, which was a significant challenge.

Bayer CropScience is running two global CRM initiatives. Subsidiaries in small & medium regions, including several European countries, Australia, China or a few African countries require CRM solution with the limited complexity for their operations. The users from these regions have been working with Microsoft Dynamics CRM in the office and Resco Mobile CRM on the go for several years now. Conversely, bigger regions need to perform more complex processes. Bayer CropScience implemented Oracle Siebel CRM within its divisions in the UK, Mexico and Latin America. The major struggle here was to find an appropriate, responsive mobile solution that would easily integrate with Oracle Siebel CRM. The laptop’s remote access to CRM didn’t turn out to be suitable for a meeting with a client. Bayer CropScience sales reps dedicate most of their time to interact with a client, thus they needed a CRM able to run offline with extremely fast synchronization.

Love in Action is a charity organization based in Uganda that provides support, education, and care to orphans and local families in need. The organization's social workers regularly visit the children to monitor their progress in education or recovery from physical or psychological abuse. These visits often occur in areas with limited or no internet access. Seven staff members use Salesforce to maintain records of sponsors and clients. Through Salesforce Community Cloud, sponsors can see all documentation and up-to-date data of the children they support. However, the lack of internet access in some areas posed a challenge to updating and accessing this data in real-time.

Dentaid’s biggest challenge was finding a solution with reliable offline capabilities and fast data synchronization. The company’s sales representatives visit Dental specialists and pharmacists in the Benelux area daily. The sales reps present and advise them on the company’s products. To simplify their work, the sales reps used the Microsoft Dynamics 365 CRM app. That allowed them to ditch heavy folders while in the field. Instead, they could access the necessary information directly in the app. However, they realized the Microsoft app lacked the offline capabilities they needed.

MHI Vestas Offshore Wind, a company focused on the design, manufacture, installation, and service of wind turbines for the offshore wind industry, faced a pressing need for efficient servicing of its growing number of turbines. With offshore wind turbine farms in Denmark, Sweden, Netherlands, Belgium, and the United Kingdom, the company expanded rapidly from 250 to over 2200 employees, many of whom are technicians handling the maintenance of turbines. The company was already running on Microsoft Dynamics 365 and sought a suitable mobile solution to add more flexibility and enable technicians to access and work with the company’s data on phones and tablets, even offline, while on the turbines out at sea.

OptiComm designs, builds, operates, and maintains fixed-line access, fiber-based telecommunications networks. The company’s network infrastructure comprises the final section (or ‘last mile’) of telecommunication networks. It connects homes, apartments, and commercial premises within OptiComm-connected estates to a central exchange point. For field technicians, new installations of FTTP equipment require an optical network terminal (ONT) device installation to set the service demarcation. They need to set up and activate the ONT to complete the installation process. To optimize this procedure, OptiComm previously used an older web-based mobile solution. But, an increasing number of issues constrained its usability in the field. As the previous ONT installation app did not work properly, OptiComm’s field techs had to call to the Network Operations Center (NOC) during every ONT installation. While on the call, the NOC manually activated the ONT and then informed the field technician about the outcome – successful or failed installation. If the installation failed, the field technician had to fix it and call up the NOC once again to reactivate. Therefore, OptiComm had to find a new solution enabling employees to work more efficiently.

Kelly Roofing, a premier roofing company in Florida, was facing challenges in managing its field operations. The company promises “Beauty & Life Time Warranty” to its customers who need roof repair or replacement. However, the roofing industry accounts for 11 million tons of waste in the US each year. To reduce this waste, Kelly Roofing's field installers needed to perform an outstanding job in the field. The company aimed to provide its crews with a modern and intuitive system that would allow them to create work orders directly where the roof service takes place. The company was clearly lacking a solution that would let them create, complete, and edit the work orders whilst in the field. Hence, a mobile CRM turned out as the most ideal option to consider.

Navicon was working on solutions for the pharma and FMCG industries based on Dynamics 365/CRM, they needed a mobile component which could be used to maximize the efficiency and productivity of sales reps in the field. They wanted to ensure real-time information exchange between the representatives and the back office, and also to monitor sales teams’ performance. The mobile solution needed to be highly customizable, work across all major mobile platforms, and be fully functional even without Internet connection.

Over the last few years, Derbigum realized that investment in digital tools enables them to utilize more information sources and data about customers. Preferences and behavior can be understood better, which in turn enables the company to foresee and adapt the product and service offering to customers’ needs. The administrative part of the sales reps’ work needed to be done in the company’s Dynamics CRM. That didn’t enable them to efficiently add and access information on the go. Nor was it convenient to walk around with a laptop during a customer visit. Looking up a record or updating data required to start up the computer, connect to the guest Wi-Fi, and launch the CRM system. It wasn’t a process contributing positively to the customers’ experience and perception of Derbigum. Therefore, sales reps typically postponed administrative tasks to the end of the day, or even later. Derbigum required a mobile solution that would help organize and streamline the work process for their sales personnel. The application needed to provide an efficient, user-friendly environment and facilitate easy access to business data and relevant CRM functionality – at all times, wherever salesmen happened to be.

Janssen-Fritsen, a leading manufacturer of physical education equipment, faced a significant challenge as their business grew. Their existing mobile solution for carrying out equipment safety inspections was no longer sufficient. The company needed a mobile app with fast data synchronization that was user-friendly for both inspectors and the back office. The inspectors often had to work in areas with no internet connection, making a reliable offline mode a critical requirement. The company's inspectors carry out equipment safety checks in the field, fill out detailed reports, attach pictures of the equipment, and deliver the reports to their customers. Without fast sync and reliable offline mode, they struggled with slow loading times and inflexible schedule planning.

Nurse Maude had invested in Microsoft Dynamics CRM to manage patient information and use it as a scheduling tool. However, the staff in the field were using a paper-based system to record actual visit times and details. This resulted in no timely capture of data, no visibility of actual progress, and no way to efficiently inform workers about critical schedule updates and changes. Therefore, Nurse Maude needed to pair their Dynamics CRM with a reputable mobile solution to complete the solution.

Pavelka–VTP, a well-known name in the expert delivery of engineering services in water installation, heat, gas and building services for Czech businesses, was facing a challenge. The company was servicing clients with the most basic of methods – utilizing older versions of Word, Excel and even, as its CEO Rostislav Pavelka admits, pen and paper. This traditional way of working was not efficient and was slowing down the company's operations. The company needed a solution that would bring its growing business into the 21st century and improve its service delivery.

ANCA uses Microsoft Dynamics CRM to manage and monitor their global sales process, primarily opportunities, contacts, and accounts. With sales staff all over Australia, Asia, the U.S. and Europe, the CRM system is the obvious link that connects them with headquarters. However, sales representatives do not reside in permanent offices. They spend their time mostly on the road. That meant finding time to access the CRM was difficult and resulted in data often not being up-to-date. Therefore, the company’s back office couldn’t rely on CRM to get an accurate outlook on current and future business.