Complimentary customer relationship management (CRM) mobile integration
Embodiments of the present invention provide method, system and computer program product for complimentary CRM mobile integration. In an embodiment of the invention, a method for CRM mobile integration includes initially identifying an end user who simultaneously accesses both a CRM application executing in memory of a host computing platform, and also a CRM application agent executing in memory of a mobile computing device that is separate from the host computing platform. The method also includes, thereafter, detecting a request by the end user to access data in the CRM application. Finally, the method includes responding to the detection of the request by selecting an action for the mobile device in a table corresponding to a type of the data in the CRM application, and directing the CRM application in the mobile device to prompt the end user to complete the selected action for the data of the request.
1. A method for complimentary customer relationship management (CRM) mobile integration, the method comprising:
executing a CRM application in memory of a host computing platform;
processing a data request in the CRM application from an end user by retrieving contact information for a customer associated with the request;
determining whether or not the end user is registered for complimentary CRM mobile integration based upon a simultaneous utilization of a mobile device of the end user and the CRM application; and,
on condition that the end user is not registered for complimentary CRM mobile integration, displaying the contact information in a user interface in the CRM application, but otherwise on condition that the end user is registered for complimentary CRM mobile integration, not only displaying the contact information in the user interface to the CRM application, but also
establishing a wireless communications link between the CRM application of the host computing platform and a CRM application agent of the mobile device of the end user comprising a smart phone;
identifying in the CRM application a type of data requested by the data request and performing a table lookup in a table with the identified type of data, the table lookup producing an action to be performed in the smart phone in connection with the customer of the display screen, the action comprising initiating a phone call to the customer at a telephone number from the contact information in the CRM application; and,
transmitting to the CRM application agent of the smart phone from the CRM application of the host computing platform over the wireless communications link, a directive to display a prompt recommending the action to be performed by the end user in the smart phone including dialing the telephone number in the smart phone.
2. The method of claim 1 , wherein the table is stored in memory of the mobile device.
3. The method of claim 1 , wherein the table is stored in the memory of the host computing platform.
4. A customer relationship management (CRM) data processing system configured for complimentary CRM mobile integration, the system comprising:
a host computing platform comprising one or more computers, each with memory and at least one processor;
a CRM application executing in the memory of the host computing platform; and,
a complimentary CRM mobile integration module coupled to the CRM application, the module comprising program code enabled upon execution in the host computing platform to perform:
executing a CRM application in memory of a host computing platform;
processing a data request in the CRM application from an end user by retrieving contact information for a customer associated with the request;
determining whether or not the end user is registered for complimentary CRM mobile integration based upon a simultaneous utilization of a mobile device of the end user and the CRM application; and,
on condition that the end user is not registered for complimentary CRM mobile integration, displaying the contact information in a user interface in the CRM application, but otherwise on condition that the end user is registered for complimentary CRM mobile integration, not only displaying the contact information in the user interface to the CRM application, but also
establishing a wireless communications link between the CRM application of the host computing platform and a CRM application agent of the mobile device of the end user comprising a smart phone;
identifying in the CRM application a type of data requested by the data request and performing a table lookup in a table with the identified type of data, the table lookup producing an action to be performed in the smart phone in connection with the customer of the display screen, the action comprising initiating a phone call to the customer at a telephone number from the contact information in the CRM application; and,
transmitting to the CRM application agent of the smart phone from the CRM application of the host computing platform over the wireless communications link, a directive to display a prompt recommending the action to be performed by the end user in the smart phone including dialing the telephone number in the smart phone.
5. The system of claim 4 , wherein the table is stored in memory of the mobile device.
6. The system of claim 4 , wherein the table is stored in the memory of the host computing platform.
7. A computer program product for complimentary customer relationship management (CRM) mobile integration, the computer program product comprising a non-transitory computer readable storage medium having program instructions embodied therewith, the program instructions executable by a device to cause the device to perform a method comprising:
executing a CRM application in memory of a host computing platform;
processing a data request in the CRM application from an end user by retrieving contact information for a customer associated with the request;
determining whether or not the end user is registered for complimentary CRM mobile integration based upon a simultaneous utilization of a mobile device of the end user and the CRM application; and,
on condition that the end user is not registered for complimentary CRM mobile integration, displaying the contact information in a user interface in the CRM application, but otherwise on condition that the end user is registered for complimentary CRM mobile integration, not only displaying the contact information in the user interface to the CRM application, but also
establishing a wireless communications link between the CRM application of the host computing platform and a CRM application agent of the mobile device of the end user comprising a smart phone;
identifying in the CRM application a type of data requested by the data request and performing a table lookup in a table with the identified type of data, the table lookup producing an action to be performed in the smart phone in connection with the customer of the display screen, the action comprising initiating a phone call to the customer at a telephone number from the contact information in the CRM application; and,
transmitting to the CRM application agent of the smart phone from the CRM application of the host computing platform over the wireless communications link, a directive to display a prompt recommending the action to be performed by the end user in the smart phone including dialing the telephone number in the smart phone.
8. The computer program product of claim 7 , wherein the table is stored in memory of the mobile device.
9. The computer program product of claim 7 , wherein the table is stored in the memory of the host computing platform.