2001

Mobile CRM - customer value at your fingertips - 23 May 2001

PA Consulting Group, a leading management, systems and technology consulting firm, will demonstrate one of the first truly mobile CRM applications¹ that enables on-line access to customer information via a handheld mobile device at CRM200, the UK's only event 100% dedicated to CRM.

At this critical juncture, where the e-CRM and m-commerce worlds are starting to converge, the PA prototype allows company employees to keep in touch with their customers, whilst on the move. The prototype is based on the Onyx Employee Portal² and is implemented using Web technology on the Compaq iPAQ handheld device.

A recent international PA survey showed that less than half of respondent companies were able to provide a single, up-to-date view of the customer across multiple channels. This, in turn, was constraining these companies' ability to offer a seamless experience to their customers, and to maximise the value of these assets. For those businesses with a significant mobile field or sales force, the capability to provide up-to-date and integrated customer information will be a powerful weapon in helping organisations to deliver this complete experience.

Ian Murray, who leads PA's work on Capturing Customer Value, comments:

"This m-CRM application is exciting news for all companies with a mobile workforce who want a unified, up to the minute, 'any time, any place' view of their customers."

Onyx Software, with whom PA has a strategic partnership, is a leading supplier of enterprise-wide customer-centric e-business applications.

ends

Footnotes

¹ The application is a prototype that uses a GSM integral dial-up connection, and will automatically take advantage of emerging mobile data systems, such as GPRS and UMTS, as they become available.
² Onyx Employee Portal is a Web-based portal that provides access to products, customer and contact history and outstanding customer requests for company employees interacting with customers.

For more information, please contact:

Polly Ferguson PA Consulting Group 123 Buckingham Palace Road London SW1W 9SR United Kingdom Tel: +44 20 7333 5653 Fax: +44 20 7312 4612 E-mail: polly.ferguson@paconsulting.com

Notes to editors

PA Consulting Group is a leading management, systems and technology consulting firm, with a unique combination of these capabilities. Established almost 60 years ago, and operating worldwide from over 40 offices in more than 20 countries, PA draws on the knowledge and experience of some 3,700 people, whose skills span the initial generation of ideas and insights all the way through to detailed implementation.

PA builds strategies for the creation and capture of shareholder and customer value, and helps clients accelerate business growth through innovation and the application of technology. PA works with clients to improve performance, mobilize human resources and deliver change effectively, including managing major projects, and designing and implementing enterprise-wide systems and full e-business solutions.

PA focuses on creating benefits for clients rather than merely proposing them, and this focus is supported by an outstanding implementation track record in every major industry and for governments around the world. PA also develops leading-edge technology both for its clients and within its own portfolio of venture companies in areas ranging from software to wireless technology to life sciences.

PA distinguishes itself from its competitors through the range and quality of its people, the depth of its industry insight, its development and use of technology, and also its independence and culture of respect, collaboration and flexibility in working with clients.

We are proud that our clients say "PA makes it happen".

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