Japan Tobacco International (JTI) runs a CRM environment for its field service sales representatives in approximately 30 markets across the world. Access to core field service use cases such as order intake, customer surveys and campaign management was only possible through a laptop-based, online-only web interface. In some countries, users were faced with non-existent or unreliable mobile coverage. What’s more, the sizeable laptops sellers were using when walking into a client’s kiosk or supermarket were perceived as being outdated. To increase efficiencies, JTI wanted to create a user-friendly, modern-style mobile phone application to cover the field services requirements.

The first markets went live with approximately 500 users. Feedback was captured and analysed, showing encouragingly positive scores. Field productivity has materially increased, and the app has gained the acceptance of the markets. To provide an end-to-end experience to JTI, Accenture and Avanade are providing application management services and infrastructure management services based on our integrated Azure Platform Management tool suite.

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