Private and public organizations from diverse industries are gaining operational and competitive edge using Mobile2CRM technology, vision and global presence in addressing their unique business and regulatory challenges.
Financial services staff in banks, stockbrokerages, investment firms, funds and other financial services providers use cell phones to communicate with customers.
More and more regulators (e.g., MIFID II in EU, FCA/COBS11.8 in the UK, FINRA in the US) mandate that firms retain records of telephone and electronic communications that relate to the reception, transmission and execution of client orders.
Logging and recording mobile calls and messages allow firms and staff to meet regulations, while improving employees’ productivity. It also improves dispute resolutions, training capabilities, and upgrades the quality of their sales and support staff.
With recent and more imminent regulation, companies need to record conversations and text messages that are intended to end with a trade. Mobile2CRM seamlessly logs and records such conversations into the CRM and other systems, helping companies to comply with MiFID, FCA/COBS and FINRA regulations.
The adoption of cell phones in the insurance industry should be much faster and more seamless. However, employee privacy considerations, AMS (Agency Management Systems) and CRM interfaces, as well as integration issues with call recording systems mandated by regulation pose serious challenges.
Recent monumental shifts in working modalities (WFH, on the road, dramatic increase in all types of cellular interactions with customers), mandate that these challenges are overcome – fast.
Insurance services must enable capturing, logging and recording of mobile calls and messages in AMS (Agency Management Systems) and other systems to meet regulations, improve employees’ productivity and more.
Mobile2CRM seamlessly logs and records these interactions into the AMS/CRM, call recording and other systems. This enables agencies to comply with regulations, ensure agents privacy, optimize sales processes, reduce disputes and altogether catapult productivity to a new level.
Doctors, nurses and other healthcare staff are using their mobile phones in order to interact with patients and colleagues. The ability to log and record those interactions – while complying with HIPAA requirements – is extremely beneficial to healthcare companies and insurance companies.
Analyzing the interactions improves the quality of service. Recording the interactions is useful for dispute resolutions and assists insurance companies in resolving different claims.
As security and privacy in healthcare are now mandatory, Mobile2CRM has been evaluated and found compliant with HIPAA requirements Part 164 (Security and Privacy). We enable our healthcare customers to use our software while maintaining the security measures necessary to protect electronic health information.
Delivery and Transportation
Delivery and transportation customer-facing staff is on the road using their mobile phones to coordinate arrival times and dates with customers. It is important for the delivery companies to track the interactions with customers to improve their working processes.
With Mobile2CRM, the interactions are automatically logged into the CRM and recording systems, and companies can get insights into their actual delivery processes and ensure that their field staff is following their policies. By doing so, they avoid making costly mistakes and improve their ‘failed to deliver’ case tracking and quality of service.
Security people manage disaster and crime events in the field. While in the field, they use their mobile devices to interact with citizens and colleagues. These interactions contain valuable and even life-saving information. They make real-time decisions based on this information.
With Mobile2CRM, this information is seamlessly logged into the CRM system, making it accessible to other involved parties, and thus, improving real-time decision making. Furthermore, it can be used for lessons learned processes in order to improve future events handling.