New Handheld Contact releases - console and clients

Now available - new releases for desktop console and both clients. The major change is support for ACT!'s Custom Activity Types. After updating, you will need to re-send all data to the device

As soon as it's available, you will be able to download the new console from http://www.glcomputing.com.au/downloads/1 and the new clients by pointing device browser to www.HandheldContact.com/ota

Below are the detailed release notes:

Desktop Console Version 2.1.13.2

• Added support for custom activity and history types. Previously, any custom types were synced to the handheld with the label "custom" rather than the label used in ACT!. Now, the correct label will appear on the handheld as it does in ACT!.
• Added an additional default mapped field. Now, "Personal email" is automatically mapped and synced.
• Added 64-bit OS support.
• Improved add user wizard by detecting if the ACT! account selected is either "restricted' or "browse". Handheld Contact requires an ACT! account that's capable of modifying records.
• Improved installation wizard to prevent non-admin users from installing Handheld Contact.
• Fixed a rare display issue that made it seem as if multiple auto-sync groups were selected for a user when in fact only their own auto-sync group was selected.
• Fixed a bug that prevented inactive activities from syncing. Now, both active and inactive activities within the syncing scope will be synced.
• Fixed a bug that may have caused syncing problems when the Edit Time of a Contact or Activity was blank. This problem was isolated to the German version of Handheld Contact.

BlackBerry Version 2.0.7.7

• Added support for syncing Custom Types for Histories, Activities, and Priorities. Previously, only default History, Activity, and Priority types were synced with their correct labels. Now, all custom History, Activity, or Priority types will display in Handheld Contact as they do in ACT!
• Added support for requiring certain fields to be filled in before saving. Previously, fields considered mandatory in ACT! were not mandatory on the BlackBerry. Now, the rules outlined in ACT! will be followed by the BlackBerry.
• Added a preference to default the Scheduled With field to be with My Record when creating a new activity. The option to default to the selected contact is still available as well.
• Added support for the "Personal Email" field by default.
• Reorganized the task details view by placing the "Regarding" field higher up.
• Fixed a syncing problem whereby if the Regarding field in a new task was left blank it would appear in ACT! as "NULL". Now, if the Regarding field is blank, it'll also be blank in ACT! after syncing.
• Fixed a problem that disabled the Save menu item when using the View Contact function. Now, after using the View Contact function and returning to the original screen, the Save menu item will work as expected.
• Removed the ability to change the Activity type of a Cleared Activity. In ACT! you cannot change the Activity Type of a Cleared Activity and now Handheld Contact also follows this rule.

More information at the GL Computing Handheld Contact page

Why Handheld Contact for ACT! and PDAs

Last week, I was asked by a user why I preferred Handheld Contact over other PDA solutions for ACT!, so I came up with this list of some of the advantages:

• No need to set up on each user’s PC – faster installation and implementation. Install on the server and just send a link to install remotely on the devices
• Central administration – including profiles for administering multiple users and the ability to delete the database from a device remotely
• Only solution that supports – Terminal services, Citrix, Web
• Syncs wirelessly up to every 15 minutes
• Uses its own database, so no sudden duplication of the database as happens in most of the link products or those that send to the built-in PIM on the phone.
• Automatically send important contacts based on activities scheduled or dynamic groups even if not part of the originally selected contacts
• Record Calls, Emails and SMS made from HHC on the device and sends to ACT!’s history
• Up to 76 ACT! fields (26 standard and 50 user-definable)
• Pop-ups (pull-downs) optionally sent to better support data entry
• Adding activities on the device sync correctly to the right contact
• Ability to create activities WITH multiple contacts
• View and Schedule activities for other ACT! users
• Support ACT!’s Custom Activity Types

Quite simply, it's the most feature-rich PDA solution for ACT! and requires less support than any other software product I have used.

More info and trial download available from www.GLComputing.com.au/HHC

Update 20th May 2010: Also see A comparison of different PDA links for ACT! by Sage

Technorati Tags: ACT,ACT! by Sage,Handheld Contact,Blackberry,iPhone,Pocket PC,Treo,CRM

The new, Bold, ACT! 2009 - special for Australia

As a special promotion for the launch of ACT! 2009 - Sage Australia and GL Computing, together with Optus Business Direct, have put together a fantastic opportunity for new and upgrading users in Australia to get ACT! 2009 with Handheld Contact and a Blackberry Bold at a special price.

For more information, see this Sage end-user email

The play for CRM in the mid-market

It's interesting to see some of the big boys (including Microsoft) throw their hats into the front-office and chase the mid-market CRM clients over the past 5 years or so.

On one hand, you have products from the likes of Sage who's CRM products started at the low end with ACT! and moved up with SalesLogix and Sage CRM (Microsoft is also at this level with BCM and MS CRM). They need to achieve better scalability and develop an understanding of longer, more complex sales cycles.

On the other hand, Seibel, SAP, Oracle and others who come from the world of large data warehouse implementations are trying to move down-stream to meet a price point of the sites smaller than they have historically developed.

It seems to me that those who started at the bottom typically have better usability in the interface for those working on the "coal face", but those starting at the top can drive business with superior scalability and management reporting... but both need to learn from the other to get the mix right for the market they are all chasing.

One can see Sage's direction in their 2010 White Paper, which shows that they are finally planning to integrate their offerings and embrase Web 2.0 technologies.

Interested to hears other's views on this and, if you agree with my analysis, who do you think is winning and why?

Sept 11th, Customer Service and CRM

A colleague was telling me how friendly the staff were at an airport on a recent trip, which reminded me of Sept 11th 2001. I was on one of the last flights to land in the US on that day - on my way to an ACT! Conference that I ended up being unable to get to. I was stranded in San Francisco for 10 days, calling United Airlines each day to see if I could get a flight to the conference or back to Sydney.

One of the lasting memories of that time was how, in stark contrast to the expected reaction, how friendly the Americans I met were at that time. They went out of their way to help and seemed genuinely apologetic for the inconvenience... saying things like "I had such a great time when in Australia and we're so sorry your trip has been affected like this".

I was really amazed how friendly and polite the airline staff were despite the understandable stress.

All of this really reduced my stress and confusion at being stranded alone in San Fran ... in fact, I even managed to relax enough to do some site-seeing, catch a few bands and generally enjoy a rare (albeit enforced) holiday.

I say all this because I find that people, especially airline staff, aren't usually that helpful and friendly... and it made me realise that if phone/email support people were, not only better technically trained, but also better trained in service and empathy, the users who deal with them are happier and actually put less aggression on the support person - it's a win/win.

When I worked at Digital, in the early 80s, all engineers were given service oriented training on top of their technical training and were also judged on this in surveys that were completed by their customers.

One of the core points of the CRM is that "everyone sells"... let me repeat that "everyone sells". Not just the sales and marketing people, but the receptionists, the tech support staff, the product teams, everyone!

From that realisation, the first point to understand that is that when someone calls tech support, a good operator can not only relieve their immediate problem, but also (in a non-aggressive sales way) recommend upgrades, addons or even (for the right client) an up sell to a bigger product.

The second point is that it expands the value of the CRM product and makes it imperative to be able to share information on customers across all groups in a company.

CRM should be the centre of the corporate infrastructure. The customer database is the most valuable asset that any business has. The ability to integrate this with mobile users, with support, with accounting, as well as sales and marketing should be primary considerations when users select a CRM product.

CRM is about managing the relationship with the customer, not just getting a sale.

From Sage’s point of view, this is a message they should get out to their user-base. It will create additional sales within current customers – and it’s always cheaper to get additional sales from a happy client than to get new clients. Obviously, they need to make sure the customers are happy - with the products, support and other deliverables.

Regards,
Mike Lazarus
ACT! Evangelist
GL Computing, Australia

BTW: “Everyone sells” was a quote I stole from Mike Muhney – one of the co-founders of ACT!

My new blog

Well, after having been asked by many people over some time, I've finally decided to create a blog.

It might be a while before I post my first real items as I take the time to discover the features that I can use to customise this system. I'm not typically the most prolific writer, but once I figure out the functions that I want to use, I aim to keep it updated pertty regularly.

I hope to keep ACT! users and resellers updated with information on ACT! (including any bugs I find) and CRM generally.

I should get back to you soon.

Regards,
Mike Lazarus
ACT! Evangelist
GL Computing, Aust
www.GLComputing.com.au

GL Computing Blog - http://glcomputing.blogspot.com/
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Join the LinkedIN ACT! Fanatics Group - http://www.linkedin.com/e/gis/49896