Wearables for CRM : Smartwatch Apps – CRMUG Mobile SIG Meeting Recap 11/17/2015

I wanted to take the time to recap a great meeting I had a pleasure of hosting in November 2015. This meeting is part of CRMUG Community ‘s virtual Mobile SIG. I help run this group and have spearheaded a number of web meetings to date, this this is one of them:

“Wearables for Dynamics CRM – Building a Smartwatch App”

Gartner Research reports that smartwatch shipments will quadruple in 2015. Check out how users could work with Dynamics CRM right from their wrists. In this session we will explore real world use cases for this technology, check out what smartwatch apps are, and discover what they can do. Understand the architecture necessary for getting CRM data to and from these tiny experiences. The best part? You’ll get a live demo of a smartwatch app for Dynamics CRM. You will see code and cool gadgets—don’t say we didn’t warn you!

Speaker: Jason Lattimer – Active Microsoft MVP in CRM; Sr. Tech Architect, PowerObjects

Host/Intro: Nikita Polyakov – Past 5 Year Microsoft MVP in Mobility; Mobile Director, PowerObjects

Audience: Technical, Developer

Level: Intermediate

Watch the Recording Here [Registration Required]

Summary of Smartwatch App Use Cases

Having an opportunity to kick it off the meeting – I spent the time I was given by sharing my Point of View on Wearables for CRM. Laying the foundation with some real world Use Cases for Smartwatch Apps before the audience got a chance to go deeper with the main presenter.

It’s no surprise that smartwatches are overtaking simple fitness trackers in popularity. But what is more interesting are industry analysts views like this: “Enterprises need to start putting together a road map for thinking about how wearables can improve their businesses over the next few years.” according to Forrester Research.

Here are a few Categories for Use Cases for Smartwatch Wearables:

Alert Users

Alert CRM Users that their attention is needed in the CRM system. This can be done with even the simplest wearable using an SMS alert.

A hot lead or an urgent case need specific Users’ attention back in the CRM system. Timeliness of attention to those events separates good from great outcomes. As getting in front of an interested prospect has higher chance of closing business; and customer experience, major link to profitability, is directly linked to time to communication on new support case.

A natural reaction from an Alert on a smartwatch is to then check a mobile app, so be sure that is enabled. Otherwise users have to find a larger device, which might be ok, depending on the nature of the task matter beckoning the users’ intervention or action.

Engage

Show progress towards Goal or Pipeline to gamify or engage CRM users. More rich apps can show small visual graphs, while simpler wearable can use text.

Customer version of this can be tracking My Reward Points balance or progress towards the next Coupon awarded, including the coupon code itself.

Offering this information is tactical to the mobile moments our users and customers have while swiping and flicking their devices.

Notify

Notify of Status Change or Action Needed events in the system succinctly. Example: Quote Discount Approved or Your Approval Pending.

Customer version of this is notification can be their Claim was Approved, More Information is needed or an Order has a status update.

Interact

Rich smartwatch applications can collect interactive feedback. For example choices like Confirm, Approve/Decline can be sent data back to CRM. This helps move business along, while traditionally an important action would be waiting in an Inbox on a larger device lost in a clutter of other business.

Confirming assignment in round-robin or team delegation scenarios is another great example where quick accept or pass keeps the business humming along.

To hear a more in depth examples and discussion around these wearable use cases, including a technical presentation – tune into the webcast recording itself.

Technical Details

Building Smartwatch application requires a unique approach and Dynamics CRM itself is also unique – I won’t steal Jason Lattimer‘s thunder and his know-how in this post. Please take your time to check out the entire Webcast video here + read about Dynamics CRM Development topics, including Microsoft Band, over on Jason’s blog here.

Jason has also graciously shared his source code from this presentation on GitHub:

In Closing

Smartwatches are exciting addition to today’s business tool set. As you can see there are a number of real world business scenarios for almost every CRM user. These use cases help organizations move processes along increasing the speed of business and increase quality of customer experience. That’s worth a look!

See you soon!