Abstract

ABSTRACT Vendors that foster their customer relationships via internal sales agents can choose from a broad range of customer relationship management systems. Independent sales agencies on the other hand do not have such a choice. The results from two studies presented in this paper indicate that these sales agencies would benefit from mobile applications with end-to-end multi-vendor support. Especially the areas of customer care, product choice support, customer requests and order tracking could benefit. In this paper a system is proposed that meets the needs of sales agents on the road and in the back office, as well as the needs of the vendors. It provides seamless process integration, with direct mobile access to important information and enables post processing and commission tracking in the back office. The system consists of a web-based server application and mobile clients connected via web-services, thereby realizing a mobile service oriented architecture.

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