More and more South African companies across industries are talking about building Omni-channel strategies and infrastructures to give customers a consistent experience at every brand touch point. One channel that is frequently neglected in this discussion is the mobile workforce – which for many organisations, is their customer frontline. Here, mobile technology can help support sales and service staff as well as customer-facing executives to gain access to real-time account, product, inventory and service level information that they can use to be more responsive to the needs of customers in addition to making better business decisions. With mobile technology at their disposal, nearly every person in the workforce becomes a powerful customer touch point, ready to deliver the personalised and timely service today’s digital customer expects.
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