Field Force Automation
In 2000, more CRM vendors began to offer some version of mobile field force automation (FFA). Nonetheless, a majority of these offerings contained some smoke and mirrors. Some vendors merely WAP-enabled a few fields on one of the CRM modules and claimed a field force or field service application. FFA is much more involved than WAP enabling an application. FFA involves synchronization (with and without wireless), a wireless component, inventory management, work orders, dispatch components, history, limited access to a knowledge base, skill and location based routing, SLA management, and other multiple features.
During this next year, we will see more CRM vendor offerings in this area; we suggest that you pay attention to ...
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