Technology is rapidly changing the way people go about their workdays. Companies, whether large or small, now have increased opportunities to leverage innovation to not only improve the efficiency of their employees’ daily tasks, but also help them better connect to customers. 

Thomson Reuters is a leading source of intelligent information for businesses and professionals. The company has more than 50-thousand employees in 100 countries, spread across its four business units: legal, finance and risk, tax and accounting, and intellectual property and science.

Bruce Werner, Director, Strategic Programs for Sales and Customer Experience at Thomson Reuters Legal, supports more than 15-hundred sales and account management professionals including several hundred field-based reps. Until recently, these field salespeople had browser-only access to Salesforce CRM information as they called on new and existing customers. When the company realized the significance of mobile tools, they worked quickly to implement the Salesforce1 Mobile App.

“Our main strategy with Salesforce1 was to get it out of the box into the reps’ hands and show them how they can access Salesforce by using the app on their company-issued iPads to accomplish three core tasks:” says Werner. The tasks include: determining who the customer is, where they are in their sales process and pipeline, and then managing the data around these opportunities.

1. Customer Information

The Salesforce1 Mobile App gives field reps access to customer info, such as where they are located, and their email address and phone number, from their smartphone or company issued iPads. “We’ve increased the speed-to-answer common core questions. In doing so, we’re enabling our channels to have more meaningful interactions, with less administrative set up time,” says Werner.

2. Pipeline

Thomson Reuters is a content subscription business and as a part of their service, they provide free trial access for customers. The company has created a custom action within the Salesforce1 Mobile App where reps can instantly request and grant trial passwords for customers, as well as monitor usage.

“We’re just scratching the surface of what we think the app can do for us. Our overall adoption of the Salesfore1 Mobile App has delivered on all expectations thus far. And as we add more features and customize and tailor the tool to meet our mobile sales channels’ needs, we will deliver even better results for them,” says Werner.

3. Activity Management 

Using the Salesforce1 Mobile App, reps can now leverage “micro moments” and finish data updates either on the spot while with a customer, or seconds after a meeting. According to Werner, “The workflow is no different than what the laptop or browser offers, but it provides simpler access and enables them to more quickly get something to the customer.”

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