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Cytec - Using a Windows Mobile solution to help them improve customer focus

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I am back from the holidays, and wanted to kick-off the new year highlighting a story that was finalized while I was away.  Cytec, a global specialty chemicals and materials company has been looking for ways to better support its mobile users.  If you are a mobile user, like I am, you know how critical it is to have the basic time management and communication abilities available to you.  For Cytec, it started with providing access to calendars, contacts, tasks, and the ability to send and receive email on their phone no matter where they are that day.  It became a huge productivity improvement, especially for their sales force, who is highly mobile yet needs to stay connected with their customers and their home office.

Companies have a few different options when it comes to basic phone, email, calendar connectivity, and Cytec explored them all via Gartner and via questionnaires they sent out to other chemical companies.  They evaluated Blackberry Enterprise Server and Good Mobile Messaging.  Cytec made their decision on the following factors:

  • Security and infrastructure - Microsoft provided some key functionality to manage the devices including the ability to be able to remotely wipe a device if it is stolen (a beneft to both the user who loses their cell phone and the company who may have intellectual property on that phone)
  • Simplicity in infrastructure - Cytec did not have to buy any additional infrastructure, because they already use Exchange Server, which includes support for Windows Mobile device connectivity.
  • Usability - The key to all of us users - how easy is it to get your information, update your information, and send it out, no matter what region you are in the world.

Lastly, and what will probably drive the most benefit down the line, Cytec chose Windows Mobile because of its integration with Dynamics CRM, which they have recently standardized on.  Now, their mobile sales force will have access to, and be able to interact with, all of their key customer information without having to fire up a laptop.  If you are on the road, traveling from customer to customer, having access to contacts stored centrally, and having the ability to pull up customer information, and pricing, all from your phone in a familiar experience, that is some real productivity value.

Take a look at the case study if you have a chance...it is located here.

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