In part one of this post, I discussed how the Microsoft Dynamics CRM xRM application framework and Office SharePoint Server can be combined to create a Relational Productivity Application (RPA).
Why would a company need an RPA? A well-implemented RPA can enable a business to operate more intelligently. As business data is accumulated through various channels, there will always be disparate information, data silos, and lack of communication among employees. Ideally workers, regardless of role, should be able to easily and securely share information in order to optimize business relationships whether it is with customers, vendors, partners, etc. The Relational Productivity Application facilitates alignment, collaboration, and the ability to access valuable data across an organization.
Employees (software end users) can be classified as information workers and task workers. The RPA enables information workers to engage effectively with task workers. An information worker is defined as a person who uses information to assist in making decisions or taking actions such as Sales Managers, Executives, and Project Managers. Task workers are the source of that key information; they produce and enter the most critical data using spreadsheets, CRM systems, forms, etc. They are the front line of your business - interacting with your customers, partners, and employees. The RPA should enable everyone to know who is who, who is doing what, and where to find specific information.
When should a company go with an RPA? When is it better off to focus on the relational LOB application or emphasize a collaboration solution? Companies in a market that require a customer-rich experience, competitive pricing, and a cost-cutting mandate are good candidates for an RPA.
An organization that must provide a high level customer experience but which is not under as much pressure to cut costs would be well served by a collaboration solution, such as Office SharePoint Server, and does not necessarily need an RPA.
The need for an RPA is driven by the organization’s demand to provide relevant, real-time views of key operational information. In a client-focused business, working faster and the ability to be more engaged with the client creates a competitive advantage. For more information about
By Natalie Wilcox, NexusTek, Inc., your Denver, Colorado area Microsoft Certified Partner.