• March 1, 2006
  • By Colin Beasty, (former) Associate Editor, CRM Magazine

A Wireless Emergency

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It's easy to understand the importance paramedics, EMTs, police, and firefighters place on having a strong wireless connection. MedicalDispatch develops wireless dispatch products for ambulances. So naturally, its wireless communication efforts must be flawless. MedicalDispatch's salespeople were struggling to access Salesforce.com using the Web browser on their Palm Treo smartphones. "It was especially frustrating having to wait for information like customers' phone numbers because the system was slow or we were losing connections," says Doug Cranmer, partner of MedicalDispatch. "Our users would often lose the signal while in the middle of a search, hindering our ability to update records and stay current with new information." The company chose Sendia and its WorkSpace CRM wireless software. WorkSpace CRM constantly checks for new information within Salesforce.com, automatically pushing updates out to mobile devices. MedicalDispatch field employees receive incoming service calls from the support desk and immediate notification of sales leads through Sendia's WorkSpace CRM, which also facilitates wireless access to the company's Salesforce.com CRM files. Cranmer estimates that Sendia has reduced his company's sales cycle from 61 days on average to just 31. He also estimates that approximately 60 percent of his customers renew their software support agreements, up dramatically from the 25 percent rate he used to see. "With Sendia's help, we've decreased our time-to-close deals by several days," Cranmer says. "The biggest key to getting customers to buy is a quick response, and WorkSpace CRM on the Treo lets us do that."
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