Wireless Wizards

PMI Group, Inc. recently received Computerworld’s 2005 Best Practices in Mobile & Wireless award for their Customer Relationship Management solution that has supplied more than 300 sales associates with a mobile and completely wireless platform.

The award, which was in the Managing Cellular Mobile Data category, was the result of a two-year integration process, according to Michael Shevelson, PMI’s director of sales operations, analytics, and planning.

Utilizing Salesforce.com as a main portal, Shevelson said, the entire sales force was issued BlackBerry’s, allowing PMI’s salespeople to access data from PMI headquarters or instantly reach a colleague.

Sales representatives can print out any forms necessary while at a meeting with a client, Shevelson added, with the use of any computer with an Internet connection and a printer, thus “allowing them to travel lighter and not carry so many ‘what if’ documents.”

“As long as they have a connection, they can access the database and input any information that needs to go back to the organization (PMI),” he explained. “Rather than saying ‘let me get back to you’ they can provide immediate answers.”

PMI representatives can make better and more informed decisions with access to real-time information, Shevelson continued, meeting mortgage customer demands in a timelier manner.

In a recent announcement of the IT award, Chief Information Officer Dan Roberts said, “Customer support and feedback are at record levels of satisfaction as a result.”

Shevelson added that PMI sales associates have stated that the new wireless solution has “given them back 45 minutes to three hours of their time in the evening” instead of using that time to answer emails and complete miscellaneous administrative work.

Computerworld said the winners were chosen by a panel of IT experts, editors, and executives and based on the effectiveness of the mobile and wireless integrations, including; customer impact, data storage and security, and business continuity.