“Having been to Microsoft’s Convergence conference and seeing what was possible, I had an idea of what I wanted to do, but didn’t know what it would look like. Intergen made it happen and provided the right tools, using Windows 8.1 and CRM 2011, to make this vision a reality, and NV Interactive worked closely with Intergen to provide a visually appealing and intuitive design for the solution.”
Optimised for touch interaction and with a responsive user interface designed specifically for – and with the input of – its users, the Blue Note app executes on a tablet device, giving TFRs access to customer insights while offline. It provides a platform for capturing and recording details of customer activity, while simultaneously syncing updated entries with CRM. The app makes it possible for TFRs to retrieve existing information and establish new records on-demand. Locating customers, scheduling meetings and tracking interactions through Blue Note suits the existing operational behaviour of TFRs, while improving accessibility by centralising all data streams into one mobile system.
A holistic approach to change
John is quick to point out that, while the technology is cutting edge, technology is only one part of the picture. To be truly successful, PGGW needed to take its people on the journey and make sure they were ready for a change of this magnitude – exchanging their trusty ‘blue books’ for shiny new mobile technology.
“It has been an ongoing process of cultural change, evolving to a point where we are ready, and before we built the technology we needed to put in place process changes to reflect the way we wanted to do business. The app was then designed to match these processes; and because the whole process – both the change initiative and the technology project itself – has been business-led, with key people part of the process the whole way through, the result has been really great adoption, with our sales people saying things like, You really listened when we told you what we wanted.”
Achieving true partnership
The project team comprised a number of different parties, including Intergen for development and deployment of the solution, NV Interactive for interface design, X4 Consulting for project management and PGG Wrightson’s own IT team, steering group and other advisors from throughout the business.
“We wanted a best in class solution, and we decided to do this by bringing together the best people in each area. This created complexity, and we needed to make sure we were all open and had good communication,” John says. “We were really lucky to have the right people, with a high level of trust, and everyone focused on getting the right outcomes, irrespective of who they worked for.”
Retail and Fruitfed TFRs now have a user friendly, intuitive system, designed for them with their input. The tablet-based app is inherently touch friendly, allows for lengthy times offline and can be comfortably used in the cab of a truck as well as walking around a farm. Blue Note has been received by the TFRs with “genuine excitement,” John says, with one TFR summing up the general mood by saying, “It gives me heaps more time in my day”.
TFRs now have all the information they need at their fingertips. They can engage with their customers on location and in real-time, without having to call back to HQ to acquire or offload information. These new levels of efficiency enable greater productivity and the building of stronger customer relationships through more fluid interactions. At the same time, PGGW will receive invaluable customer information direct from the field, enhancing the quality and value of its CRM data, ultimately allowing better understanding of – and service to – its customers.
The business case
With most critical interactions happening in the field, between technical field representatives and farm-based customers, PGG Wrightson needed to move away from manual processes and embrace a modern, mobile solution that would capture and provide key information where and when it was needed.
The business value
- A streamlined and standardised sales process, resulting in significant time savings and greater productivity and efficiency
- Ability to immediately harness and gain greater insight into customer information
- Delivery of superior customer service, bringing about deeper relationships and more informed customer conversation
- Leverage and augmentation of PGGW’s use of Microsoft Dynamics CRM 2011, with the ability to roll-out the solution more widely in the business
- Standardise and improve sales execution and efficiency
- Provide visibility to management of TFR activities
- Enable immediate information capture and a single point of truth, with seamless flow of information between the front line and the back office
- An intuitive, easy to use, purpose-built solution designed for mobile business interactions
- Best of breed mobile technology based on PGGW’s specific requirements, and all integrated with CRM