The WiFi PDA Phone
& BTW What Does PDA Stand For?

The manufacturers of WiFi PDA phone manufacturers are enjoying a sales bonanza. The WiFi enabled Personal Digital Assistant has become an object of envy and desire for millions of technophiles. Despite hefty price tags sales of these sleek handheld devices are increasing at 200-300 percent per annum.

The question for small business owners is whether there is a business case for relegating a fleet of adequate cell phones to the bottom drawer and replacing them with the latest Blackberry WiFi phone or Apple iPhone. Is it possible to identify actual business benefits that accrue from equipping a sales force with WiFi smartphone technology?

While there are almost certainly benefits in having a sales force that is always on-line, able to access push email, the web, calendars, address books ..., can these benefits be quantified? Is it possible to put a monetary value on the benefits that may accrue and compare it with the cost of equipping an organization with these devices.

In isolation a WiFi PDA phone is simply an enabling technology. They are "tools." Tools have no productive capacity unless they are "used" effectively. Is replacing a cell phone and a pocket notebook or diary with a WiFi smartphone the most effective and productive use of the technology?

The greatest benefits accrue from integrating handheld wireless phones with back office applications such as sales force automation (SFA) and customer relationship management (CRM) systems.

To be effective, integration must start with an analysis of existing business processes and the identification of links in the chain that can be compressed or eliminated through the use of handheld wireless telephony. These efficiencies must also support the objectives of the business including increased sales, profitability and improved customer service.

Will integrated WiFi PDA phone / CRM applications become common place? We think it's inevitable. It will happen in much the same way as it did in the blue collar field force automation space. Competition and cost pressures will force integration of wireless business phone systems with back office SFA and CRM systems.

The SMB market is ripe for the application of this technology, but SMBs generally don't have the technical resources to deploy it effectively. While the phone companies are the primary sales channels for smartphones with WiFi, they are not equipped to understand the issues of small business and have no interest in offering consultancy services. It's a void that will no doubt be filled by enterprising system integrators with an eye for a lucrative niche.

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