TenDigits MobileAccess Overview
Mobilize your business with TenDigits MobileAccess. MobileAccess® for Microsoft Dynamics CRM Online increases the productivity and effectiveness of mobile sales, service and executive teams across a variety of industries. MobileAccess enables mobile professionals to utilize Microsoft Dynamics CRM Online anytime, anywhere with BlackBerry and Windows Mobile smartphones. MobileAccess offers unmatched productivity, security and usability.

Will I get more out of my CRM if I mobilize it?

TenDigits MobileAccess allows your CRM to work better everywhere. It fulfills the full potential of CRM by putting the power of CRM at your fingertips when you are in the field interacting with or responding to customers. It accelerates your business operations making you more responsive and competitive. It's a solution that works the way you do, the way your business does, and the way technology should.

What is needed to get Exchange service started?

You should be prepared to provide the following information: your contact and organizations details, your CRM Online organization name, your domain name, your CRM System Administrator’s email address (in case that isn’t you), and your billing information.

Additionally, to ensure that your initial mobile CRM experience is a positive one, we are teaming up with The Message Center (TMC) as the first and only MobileAccess Online hosting partner in North America. They will provide you with everything you need to get up and running quickly with the least disruption to your users. TMCs dedicated team of engineers and support have undergone extensive training in all aspects of mobility, including: device operating systems, security, and of course—MobileAccess.

What is MobileAccess for Dynamics CRM Online?

MobileAccess is an enterprise-class mobility platform designed specifically for Microsoft Dynamics CRM. This solution is deployed in thousands of organizations around the world to enable mobile professionals to utilize CRM anytime, anywhere with leading smartphones. What’s new is that we’re making it available online.

What do I need to get started with the MobileAccess service?

You should be prepared to provide the following information: your contact and organizations details, your CRM Online organization name, your domain name, your CRM System Administrator’s email address (in case that isn’t you), and your billing information.

Additionally, to ensure that your initial mobile CRM experience is a positive one, we are teaming up with The Message Center (TMC) as the first and only MobileAccess Online hosting partner in North America. They will provide you with everything you need to get up and running quickly with the least disruption to your users. TMCs dedicated team of engineers and support have undergone extensive training in all aspects of mobility, including: device operating systems, security, and of course—MobileAccess.

What happens after we complete the signup registration?

After completing the signup registration, you will receive a Welcome Letter from our partner with the instructions that your CRM Online administrator needs to review. They will perform certain tasks which ensure your organization’s sensitive information remains protected.

How long does the signup process take before we’re up and running?

There are numerous decisions that need to be made with respect to your deployment. For example, how many users do you have and what installation method is most appropriate for your users and environment? Perhaps your organization employs a mobile device management platform like BlackBerry Enterprise Server or Microsoft System Center Mobile Device Manager or even one of the many good third-party applications available to manage policies and software distribution. Once those decisions are made, the total turnaround time maybe completed in just a few hours—or perhaps a bit longer, as it depends on how ready you are with your project. We are ready when you are and no matter what your state of readiness is our partners are trained to assist your organization through those decisions if necessary.

GENERAL QUESTIONS:

What is meant by “Always-Available” data?

We use this term to describe a rather unique MobileAccess capability. People frequently use terms like: offline data, local data and cached data to describe the ability to take a smaller, remote subset of the entire database somewhere else—typically a mobile device like a laptop or smartphone. Now, here’s the twist with MobileAccess. We use the term “Always-Available” because the application is always available regardless of connectivity status with a subset of data included and ready for instant access (usually your most relevant data) PLUS when your users do have connectively they have the entire database at their fingertips (within their security limits of course!) And, you may choose whatever and as much data to take with you as long as it doesn’t overload the device’s memory—not to worry, we also have safeguards in place for that.

To use MobileAccess, do our mobile devices always need a wireless signal?

No they do not. In fact, because of the way in which wireless networks operate—your devices are in and out of contact with wireless connections dozens to hundreds of times each day! MobileAccess includes sophisticated connectivity algorithms that provide a virtually real-time, push experience without burning out device batteries all too commonly found on less evolved offerings. With our advanced smartclient experience, your users normally won’t even notice when they lose their wireless signal because now they will have an always-available application and data with them.

Can I see all CRM Entities (record types) on my mobile device?

For the best customer experience and the fastest setup time, we provide default Mobile Profiles that you may choose for each user to start with that covers the majority of user needs. If you do not believe that one of the default profiles will meet your needs, or if you have specific requirements already, just contact our partner and they can quickly modify the experience to your exact specifications. This often only takes a few minutes if you know what you need. And, as your users’ needs change, know that the assigned profile can be changed at any time with the new changes pushed out over the air without having to re-program code or send all the devices back to IT to touch and install new code. (Competitors hate this feature, while organizations that have attempted to build their own custom mobile solution love it!)

How much data will be available on our users’ devices?

This depends on a number of factors. We provide default Mobile Profiles to best meet the broadest base of users—typically Sales Professionals and Service Technicians. These profiles determine how much of the CRM experience and the data that will be initially sent to your device and subsequently updated automatically. Once this “initialization” of the profile is complete—your users don’t have to bother with manual downloads or synchronization steps typically associated with mobile solutions. Custom Mobile Profiles may be created to meet your exact requirements by your partner.

What CRM data will be on the devices? And, is there a way to limit or expand that data?

With the appropriate Mobile Profile configuration nearly anything is possible. You can define whatever rules that you wish to filter the data upon—we’ve tried to include only the most relevant data in the default profiles using record ownership, secondary record associations and time as key criteria. However, you can adjust them accordingly to meet your exact requirements! And yes, as your needs change they can be quickly and easily modified to meet those new objectives without have to re-program code or manually redeploy an application—it can all be pushed out over the air.

We have many CRM Online users, but only some need mobility—can we just subscribe for those that need it?

Yes, you only need to license what you need!

We are using a free trial of Dynamics CRM Online—will MobileAccess still work?

Absolutely. As long as your CRM Online organization is up and running you have everything you need.

Does MobileAccess work with On-premise and Partner-hosted Dynamics CRM deployments?

Yes, it sure does and we have hundreds of deployments currently doing just that. Customers with their own CRM infrastructure that wish to use MobileAccess to connect to CRM Online may contact us here to discuss your requirements further. Partners that wish to leverage the power of the best mobility solution for Dynamics CRM to extend the value of your offering may contact us here to discuss your interest in hosting MobileAccess.

How is MobileAccess different from the Microsoft Dynamics CRM Mobile Express offering?

Dynamics CRM Mobile Express, like most browser-based mobile solutions, has the sole benefit of working across a great many device types as only HTML is the most basic requirement. The challenge with this broad reach, lowest common denominator approach is that while it avoids having a client installation, the tradeoff is a difficult user experience for all but the most casual user. To point out just a couple of deficiencies: the lack of form-based logic, an always-available application and data regardless of network connectivity as well as tight phone application integration—without these features alone, your users may likely revolt and give up trying to use CRM on their device. Imagine being in the middle of adding a new record and receiving a phone call, thereby interrupting data input…only to discover that after completing the call and returning to the browser that the data already typed in is now lost. Ouch. Not the kind of experience we consider to be productive but some use case scenarios may due with this free approach such as occasional executive lookups on contacts, etc. (And unfortunately, we’ve seen this all too often over the past 10 years—which is why we decided to fix this problem by creating MobileAccess a robust, smartclient-based, always-available solution.)

FEATURE SPECIFIC QUESTIONS:

How are mobile users administered?

Depending on the MobileAccess service that you subscribe to, each partner determines what access they provide to end customers. Many people wish to be completely hands-off and have these mobile administrative tasks managed for them—just as they do their physical infrastructure being hosted. Others like the ability to self-serve and have the skills and resources to manage mobile users. We provide partners with a robust, browser-based MobileAccess Management Console available within your CRM Online organization in case you wish to perform your own administration.

We use both BlackBerry and Windows Mobile devices—will that be an issue?

Not at all. You can mix devices within your organization in any way that you wish as your service isn’t tied to a particular device type or model. And, you can change your device type and assignment at any time.

How much can we personalize the CRM experience for our mobile devices?

One of the features that our customers absolutely love is the fact that MobileAccess works instantly—automatically incorporating all your unique CRM modifications. The benefit is that all the customization work you’ve already invested in is ready and available without any programming.

In fact, the web-based MobileAccess Administration Console allows just about anything to be customized without any programming (although form logic may be added with declarative rules if need be, a very rare requirement)—and as frequently as you want without a complicated and costly software re-deployment. Just publish your CRM changes and initialize your devices and all your users will be updated with the new configuration. We know that organizations that invest in the power of the Dynamics CRM platform do so because they understand that any CRM (or XRM) system must be fast and easy to make changes to keep up with changing needs. We’ve covered all the bases with a simple web-based management console that allows you or your partner to fine-tune just about anything you can think of!

What mobile devices are supported?

Generally, any mobile device that runs either BlackBerry Handheld OS 4.2.1-5.0 or Windows Mobile 6, 6.1, 6.5 is supported. These leading, enterprise-class mobile operating systems literally include hundreds of models across the hundreds of global wireless mobile operators.

We currently support over +96% of all in-market devices running the above operating system versions. Our goal is 100% support of in-market devices.

However, a fundamental issue exists that challenges the goal due to the manner in which handheld operating system providers (Microsoft, RIM) allow their two primary customers: the mobile wireless operators (i.e. AT&T, Verizon) and the hardware device manufacturers (i.e. HTC, Samsung)—to modify their operating systems to include unique features (and/or restrictions.) These changes may even be made to the underlying operating system and/or core configuration that may significantly alter the original operating system functions. We design, test and certify MobileAccess against the original operating system design—however these unique navigation and presentation layers introduced by your device provider (mobile operator or device manufacture) may be inconsistent with our design. Thankfully, this occurs very infrequently and in most cases we can provide a workaround. If you have any concerns, please check-in with us in advance of your deployment. Also, if your device operating system is out of date you should check with your wireless carrier to see if it can be upgraded.

Does MobileAccess support Apple iPhone, Google Android and Palm Pre devices?

Our development teams are actively working on numerous projects to address the various needs of the mobile CRM market—including support for new device platforms. As a customer-driven company, your feedback and requests for new features and functionality are as important to our long-term growth and sustainability as revenue is. After an in-depth customer, partner and market analysis we concluded many customers would like the option of a being able to universally support all major devices, but they need to ensure that their data is fully protected and with the best possible user experience, and one that is native to that particular device. Moreover, we learned that some organizations would like the option for not having to handle client-side installations. So, we got to work.

A new edition of MobileAccess will be released shortly that provides a “strong-browser” experience (versus so-called “weak-browsers” that do not support JavaScript) which provides a much better user experience across the most popular devices with the need to install a client on your devices. This new capability will be automatically integrated to the MobileAccess platform so that any/all existing customizations, form-based logic and security are leveraged and automatically respected. Additionally, we will continue working with the various device operating system vendors to continue our investments in the smartclient technology as we believe that the future is based on a fully functional, always-available user experience.

Is MobileAccess a certified solution, and if so, by whom?

MobileAccess has undergone thorough, independent analysis and certification testing. This includes Dynamics CRM platform testing (Lionbridge), wireless network and device compatibility testing (AT&T, Bell), as well as Microsoft device certification (Designed for Windows Mobile). We are also the only complete mobility solution that fully meets the stringent criteria of the “Certified for Microsoft Dynamics” CRM (CfMD) out of nearly 7,500 partner solutions. And, perhaps a more telling indicator of the quality of MobileAccess is the hundreds of partners and customers around the globe running their day-to-day mobility operations on this platform. Additionally, MobileAccess is the only partner solution that Microsoft recommends to customers and customers in their “Dynamics CRM Statement of Vision” which customers may find at Microsoft Dynamics CustomerSource and partners at PartnerSource.

We believe our laser-focus on the richness and quality of user-experience, advanced architecture capabilities, and security are the key reasons for the success and credentials that MobileAccess has earned.

Can users instantly dial from phone fields, use hyperlinks and email addresses within the CRM form data?

Yes, they can. In fact, we’ve often heard from many customers that the mobile CRM experience with MobileAccess is actually preferred over other access methods because all the key capabilities are available in the smartphone form-factor and intuitively leverages all the powerful built-in phone features like email, phone and email. This integration extends directly into the smartphone’s primary applications to start their work from where they typically work and then do things like copying an email or phone call notes into CRM when appropriate.

Is it possible to capture emails and phone call details from the device and relate them to records in the CRM?

Absolutely! You may send emails from either the mobile CRM forms containing email addresses and phone numbers; or, simply compose your message in the native email/phone applications and selectively include whatever records are most appropriate to be added to the CRM database. Users may also associate these records to any other CRM record such as Opportunities, Cases or custom entities. The local user experience can be personalized to automatically prompt the user to perform this task of copying the record into CRM each time they send an email or send/receive a phone call (but that could annoy the user so we don’t enable that by default!)

*Note, this feature is currently only available on BlackBerry devices, Windows Mobile support coming soon.

What about capturing photos, record voice notes and videos?

Yes, with the appropriate MobileAccess service plan and corresponding Mobile Profile configuration this is a quick and easy system customization to define which entities should enable this feature.

With the MobileAccess service, can we use our own mobile devices or is this service limited to those that the partner offers?

You may connect any supported device to the MobileAccess service after you have registered for the service with the hosting partner and the device is enrolled in the administration console. This is for security reasons – not just anyone can connect to your CRM data, just those with the appropriate security permissions and that have been registered in the system to use the service.

What if a user loses their device?

We understand this happens all the time, even to us, and MobileAccess includes features to manage this unpleasant and often costly event. The exact course of action will depend upon whether your organization uses a Mobile Device Management platform. If you do incorporate such a platform such as BlackBerry Enterprise Server or Microsoft System Center Mobile Device Manager (or one of the many good third-party solutions available in the market) then these platforms and their management consoles provide various features to allow granular device-level locking and data-wiping features.

If you don’t have a mobile device management solution in-place, don’t worry as we still provide you with the basics for protecting your sensitive information and removing it from devices in a flash! Once the user device is selected for deletion or de-initialization, all of your private CRM data will be wiped from the lost device. Then, if the device is found or is replaced—it can be quickly updated with the user’s data again. On Windows Mobile devices, we also include additional security to allow users to password-protect their local data as well as configure where the data is stored—either in the device memory (the best place) or on an external memory card.

At a minimum, we STRONGLY advocate the use of password-protected screen savers on all mobile devices as this is smartest, strongest form of first-line defence. As with any security system—it is only as strong as the weakest link!