Abstract:
A system and method of providing relevant sales context information that would enable vendors to reduce cost of operations, increase productivity of their mobile sales forces, and drive improved efficiencies throughout. Mobile sales force representatives can utilize a handheld computing device for reviewing relevant customer sales information prior to a sales visit; for training and other purposes during a sales visit; and inputting new customer sales information during or after a sales visit, which can then be uploaded to a server over a wireless network for future use. The handheld device can communicate with a server to download the customer information onto the handheld device and to upload from the handheld device current customer information data obtained from a customers sales visit to a server. The server can transmit the current customer information data to multiple sales force representatives who can utilize that information in the sales environment.

Description:
RELATED PATENT APPLICATIONS 
     This patent application is related to U.S. patent application Ser. No. 10/421,639, entitled “Systems and Methods for Providing Field Force Automation in Big Box Retail Environments,” filed Apr. 22, 2003, U.S. patent application Ser. No. 11/317,646, entitled “System and Method For Communicating Data Between Wireless Mobile Hand-Held Computer and a Back-End Computer System,” filed on Dec. 23, 2005; U.S. patent application Ser. No. 11/317,646, entitled “Systems and Methods For Managing Asset Installation and Evaluation,” filed concurrently herewith on Dec. 30, 2005; and U.S. patent application Ser. No. 11/323,338, entitled “System and Method for Facilitating the Transfer of Information Relating to Quality of an Organization,” filed concurrently herewith on Dec. 30, 2005. The complete disclosure of the above-identified related applications is hereby fully incorporated herein by reference. 
     FIELD OF THE INVENTION 
     The invention relates generally to Customer Relationship Management (CRM) technology. More particularly, the invention relates to a system and method for enabling mobile sales force representatives to utilize mobile handheld computing devices that can be synchronized with a secure server for obtaining relevant information in the sales context in a near real-time environment. 
     BACKGROUND 
     In the conventional sales environment, companies employ large numbers of salespeople to promote and sell their products in particular territories and regions. These mobile sales force representatives can be responsible for hundreds and possibly thousands of customers. Furthermore, while not only handling existing customers&#39; accounts, mobile sales force representatives are continuously encouraged by their employers to increase sales and add new accounts. The ability for a mobile sales force representative to balance the workload and be an efficient salesperson can be extremely difficult. 
     To assist their sales force, companies maintain large amounts of information about their products and their customers so they can pass it along to their sales force. In a typical sales context, a mobile sales force representative can access this information by contacting a technician at a call center run by the company. This information consists of details about new products, the particular customer&#39;s historical information, and other relevant sales information. This type of system can be inefficient as the vendor has to spend money to employ individuals to monitor the calls and the mobile sales force representatives are spending valuable time on the phone trying to collect what can amount to a large volume of information about a product and/or customer. 
     Another problem that currently plagues mobile sales force representatives is the managing of customer communications. For large customers that buy and sell huge volumes of products, multiple mobile sales force representatives may be necessary to handle the customer&#39;s demands. Therefore, it is not uncommon for certain tasks to be performed multiple times or not at all, as the mobile sales force representatives have difficulty in determining what the other representatives are doing or have done with regard to a particular customer. 
     In addition, for both sales and customer communications information, there is a delay on how quickly this information is fed back into the company&#39;s databases. In a conventional approach, the mobile sales force representatives are required to complete written reports or checklists summarizing client meeting or filling out purchase orders for new sales orders. In turn, this information must be phoned in, mailed, or hand-delivered back to the company in order for them to enter the information into the appropriate databases. Especially for customer comments, this information may not be available until after a subsequent customer contact; therefore, leading to continued inefficiencies in supporting the customer&#39;s demands. 
     Furthermore, mobile sales force representatives have typically been hesitant when it comes to adopting new technological innovations to assist them in their jobs. Many mobile sales force representatives either ignore technology innovations all together and rely on their own skill or they become frustrated when they must adapt to working with multiple devices such as cell phones, laptops, pagers, personal digital assistants (PDA), etc. 
     Accordingly, there remains a need for a system and method of providing relevant sales context information that would enable vendors to reduce cost of operations, increase productivity of their mobile sales forces, and drive improved efficiencies throughout. 
     SUMMARY OF THE INVENTION 
     The invention satisfies the above-described and other needs by providing systems and methods for facilitating the transfer of relevant sales information from a server to a mobile handheld computing device and from a mobile handheld computing device to the server in real-time or near real-time. The handheld devices can be configured with specialized software for assisting the sales representative in reviewing relevant customer information prior to a sales visit; utilizing the device for training and other purposes during the sales visit; and inputting new customer sales information after a sales visit, which can be uploaded to a server for future use by multiple handheld devices. 
     In preparation for visiting a customer location or to conduct research about a particular customer, a mobile sales force representative can obtain the most current, relevant sales context information by synchronizing the handheld device with a database. In order to synchronize with the database, the handheld device can determine whether there is a wireless connection available with a middleware server. When a wireless connection becomes available, a synchronization request is transmitted from the handheld device to the middleware server. Each handheld device can be assigned a unique identifier, whereby when the middleware server receives a synchronization request from the handheld, the database can then associate that identifier with a particular database classification, such as by a particular territory or group. After receiving the synchronization request, the handheld device can initially upload to the middleware server all files that have not yet been previously transferred and then subsequently, the handheld device can download new files from the middleware server to the handheld device. 
     To facilitate a rapid upload process, the middleware server can specify that each handheld device maintain an index of files to be uploaded. During a synchronization request, the file index can be transmitted to the middleware server, and the middleware server can parse the index and cross-references each indexed file against its list of files received from the handheld device. Next, the middleware server can instruct the handheld device to upload only those indexed files that have not been previously received and/or not received within a certain timeframe by the middleware server. The handheld device can upload the files to a queue on the middleware server. The middleware server can then process and transfer the queued files to the database for storage through a FTP server. Any files that are received intact from the handheld device can be added to a list maintained by the middleware server to assist in uploading the correct files during a subsequent synchronization request. 
     To facilitate a rapid download process, files downloaded from the middleware server to the handheld device can be staged in advance of the file synchronization request. When a file synchronization request is received at the middleware server from a handheld device, the middleware server can detect one or more identifiers associated with the handheld device and can transmit any files associated with the identifier(s) to the handheld device. After receiving the files, the handheld device can sort and display the records in predetermined categories based on the software of the handheld device and the preferences set by a sales force representative or the sales force representative&#39;s agency. The sales force representative can make selections on the handheld device to view the particular categories in order to review the customer information. 
     The invention allows mobiles sales force representatives or their agencies to access the most current customer information in real-time or near real-time. Furthermore mobile sales force representative agencies can monitor their mobile sales force representatives&#39; performance as well as provide the mobiles sales force representatives with the most current information about new products that will assist them in the sales environment. 
     Additional aspects, features, and advantages of the invention will become apparent to those skilled in the art upon consideration of the following detailed description of illustrated embodiments exemplifying the best mode of carrying out the invention as presently perceived. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         FIG. 1  is a block diagram illustrating an exemplary operating environment for implementation of various exemplary embodiments of the invention. 
         FIG. 2  is a flow diagram illustrating steps in a method for facilitating sales utilizing customer relationship management technology, according to an exemplary embodiment of the invention. 
         FIG. 3  is a block flow diagram illustrating steps for synchronizing the handheld device with the database, according to an exemplary embodiment of the invention. 
         FIG. 4  is a block flow diagram illustrating steps for uploading relevant sales context information from the handheld device to the database, according to an exemplary embodiment of the invention. 
         FIG. 5  is a block flow diagram illustrating steps for downloading relevant sales context information from the database to the handheld device, according to an exemplary embodiment of the invention. 
         FIG. 6 , comprising  FIG. 6-1  through  FIG. 6-8 , illustrates exemplary screen displays which provide a demonstration of the functionality of the handheld device in accordance with an exemplary embodiment of the invention. 
         FIG. 7  is an illustration of a bar chart  700  indicating relative sales force representative performance relating to product sales promotion to customers, generated in accordance with an exemplary embodiment of the invention. 
     
    
    
     DETAILED DESCRIPTION OF EXEMPLARY EMBODIMENTS 
     The invention provides systems and methods for enabling mobile sales force representatives to utilize a handheld computing device for reviewing relevant customer sales information prior to a sales visit; for training and other purposes during a sales visit; and inputting new customer sales information during or after a sales visit, which can then be uploaded to a server over a wireless network for future use. The handheld device may communicate with a secure server via a network in order to upload data and to receive messages, data, software updates, etc. Data uploaded to the secure server may be stored in a database. Mobile sales force representatives or sales force representative agencies may be provided with permission-based access to the database in order to perform data analysis. 
     Sales force representative agencies may be responsible for monitoring the progress of the mobile sales force representatives. Ultimately, the systems and methods of the invention allow mobile sales force representatives, utilizing mobile handheld devices, with real-time (or near-real-time) access to information regarding the sale and presentation of product lines. Furthermore, the invention can provide mobile sales force representative agencies with information regarding the performance of the mobile sales force representatives. Exemplary embodiments of the invention will hereinafter be described with reference to the drawings, in which like numerals are used to indicate like elements. 
       FIG. 1  is a block diagram illustrating an exemplary operating environment for implementation of various exemplary embodiments of the invention. Network devices are interconnected via a network  120 . The network  120  can comprise a wired or wireless telecommunication means by which network devices can exchange data, including for example, a local area network (“LAN”), a wide area network (“WAN”), an intranet, an Internet, or any combination thereof. Throughout the discussion of exemplary embodiments of the invention, it should be understood that the terms “data” and “information” are used interchangeably herein to refer to text, images, audio, video, signatures, and/or any other form of information that can exist in a computer-based environment. 
     A network device can be any device capable of transmitting and receiving data over the network  120 . For example, a network device can be a middleware server  130 , a file transfer protocol (“FTP”) server  150 , a sales force representative agency device  145 , a handheld device  105 , and/or dedicated storage devices, such as a database  135  or  155 . The middleware server  130  can comprise software for interacting, e.g., via the network  120  and/or a direct data link (not shown), with the FTP server  150  to obtain data from the backend database  135 . The invention could include any number of backend databases  135  as represented in  FIG. 1 . 
     As one example, a sales force representative agency device  145  can interact with the middleware server  130  via the network  120  using web browser application software. Each sales force representative agency device  145  can comprise a desktop computer, a laptop computer, a handheld device  105 , or any other wired or wireless, processor-driven device. By way of illustration only, the handheld device  105  can be a Microsoft Windows® CE-based device, such as the Casio ‘Cassiopeia,’ the Dell™ ‘Axim™,’ etc., a Palm OS-based personal digital assistant (PDA), or any other suitable handheld computing device. The handheld device  105  can comprise input/output (“I/O”) devices, such as a display screen  107 , integrated controls (buttons)  109 , a camera  115 , a scanner (not shown), a microphone  111 , a speaker (not shown), and a printer  112 . The handheld device  105  can be configured with any combination of integrated I/O devices or add-on I/O devices. Add-on I/O devices can be coupled to the handheld device  105 , e.g., by way of an expansion slot, port, wireless link, or other suitable interface. The display screen  107  can be touch-sensitive or motion-sensitive to accept input signals from a pointing device  113 , such as a stylus or finger. 
     The handheld device  105  can further comprise communication capabilities in any well-known or emerging form, including, e.g., a modem, a network interface, or the like. Through such capabilities, the handheld device  105  can communicate with the network  120  via a wireless connection and/or via a wired connection. By communicating via a wireless connection, for example, the handheld device  105  can transmit data to, and receive data from, the middleware server  130  in real-time or near real-time. Thus, the sales force representative agencies, can track product sales and customer information and monitor sales force representatives&#39; performance in real-time or near real-time. By way of example, see co-pending U.S. patent application Ser. No. 11/323,562, entitled “Systems and Methods For Managing Asset Installation and Evaluation,” filed concurrently herewith on Dec. 30, 2005, which is hereby fully incorporated herein by reference. 
     In addition, the sales force representatives can continually receive updated customer and vendor information that can assist them in performing their work assignments. In one embodiment of the invention, the handheld device  105  can communicate with the network  120  via another network device, for example, if connected to the other network device by way of a cradle, cable, or other device or wireless connection. The handheld device  105  can be configured to communicate according to any suitable communication protocol(s). 
     As shown in  FIG. 1 , handheld devices  105 , a middleware server  130 , a FTP server  150  and sales force representative agency devices  145  may all be interconnected by way of a network  120 . Sales force representative agency devices  145  may include any processor-driven devices that are configured to communicate with the middleware server  130  via the network  120  or a dedicated communications link. 
     In the environment shown in  FIG. 1 , data collected at a handheld device  105  by a sales force representative may be transmitted to the middleware server  130  and may be made instantly (or nearly instantly) available to the other devices connected to the network  120 . The middleware server  130  may include or be in communication with a database  135  through a FTP server  150  for storing the data received by the handheld device  105  and/or it may be in communication with database  155 . The databases  135 ,  155  may be configured to store the data in an encrypted format, using a relational data storage model, an object oriented data storage model, a data aggregate storage model (e.g., one or more XML aggregates) or any other suitable data storage model. As one example, sales force representative agency devices  145  may interact with the middleware server  130  via the network  120  using web browser software. By way of example, see discussed in co-pending U.S. patent application Ser. No. 10/421,639, entitled “Systems and Methods for Providing Field Force Automation in Big Box Retail Environments,” filed Apr. 22, 2003, and U.S. patent application Ser. No. 11/317,646, entitled “System and Method For Communicating Data Between Wireless Mobile Hand-Held Computer and a Back-End Computer System,” filed on Dec. 23, 2005, each of which is hereby fully incorporated herein by reference. 
     As mentioned, a sales force representative may use the handheld device  105  to collect data during a visit to a retail center or other location. The sales force representative may discuss new products and existing orders and record comments or new orders using the handheld device  105 . The handheld device  105  of the invention may be configured with hardware and/or software for receiving and storing various types of data, including text, signatures, images and sounds. By way of illustration only, the handheld device  105  may comprise a Microsoft Windows CE-based device, such as the Casio ‘Cassiopeia,’ the Dell ‘Axim,’ etc., a Palm OS-based personal digital assistant (PDA), or any other suitable handheld computing device. 
       FIG. 2  is a flow diagram illustrating steps in a method  200  for facilitating sales utilizing customer relationship management technology, according to an exemplary embodiment of the invention. The exemplary method  200  of  FIG. 2  and all methods described herein, are merely illustrative and, in alternative embodiments of the invention, certain steps can be performed in a different order, in parallel with one another, certain steps can be omitted entirely, and/or certain additional steps can be performed. 
     In routine  201 , a handheld device  105  is synchronized to a middleware server  130  to upload and download relevant sales context information from a backend database  135 . Either the middleware server  130  or the handheld device  105  can initiate the synchronization. In synchronizing the handheld device  105  with the middleware server  130 , the handheld device  105  transmits current data collected by the sales force representative  215  on the handheld device  105  to the middleware server  130 . Furthermore, current data stored at the database  135  is transferred to the handheld device  105  through the middleware server  130 . Synchronization of the handheld device  105  can also involve transmitting data, e.g., instructions, software, messages, and/or alerts, from the middleware server  130  to the handheld device  105 . Routine  201  is described in greater detail below, in conjunction with  FIG. 3 . 
     Another synchronization protocol suitable for the invention is the Red Rover middleware client  137 , which is discussed in co-pending U.S. patent application Ser. No. 10/421,639, entitled “Systems and Methods for Providing Field Force Automation in Big Box Retail Environments,” filed Apr. 22, 2003, and U.S. patent application Ser. No. 11/317,646, entitled “System and Method For Communicating Data Between Wireless Mobile Hand-Held Computer and a Back-End Computer System,” filed on Dec. 23, 2005, each of which is hereby fully incorporated herein by reference. 
     While routine  201  is identified as a separate step in the process, it is apparent to one of ordinary skill in the art that in a wireless environment, routine  201  can be performed in parallel with any other step in the process. That is, when the handheld device  105  has a good wireless connection to the middleware server  130 , data from the handheld device  105  can be transmitted to the middleware server  130  and data from the database  135  can be transmitted to the handheld device  105  through the middleware server  130 . It is the wireless aspect of the handheld device  105  that can allow for the real time or nearly real time tracking of customer information by the middleware server  130 . 
     In conjunction with routine  201 , data uploaded from the handheld device  105  to the middleware server  130  is stored in the database  135  connected through an FTP server  150  in step  205 . The middleware server  130  makes the stored data available for the handheld devices  105 . As discussed, the middleware server  130  may also store the transmitted data in the database  155  at or connected to the middleware server  130 . Furthermore, in step  205 , the stored data can be transmitted to other handheld devices from the database  135  through the middleware server  130 . 
     After receiving the most current user information in routine  201 , a mobile sales force representative  215  arrives at customer location  220  to conduct a sales visit with a customer in step  202 . In step  203 , the sales force representative  215  can utilize relevant sales context information displayed on the handheld device  105  to facilitate the sale of products to the customer. In so doing, the sales force representative  215  collects data, such as new order information and comments, related to the customer on his handheld device  105 . 
     In step  204 , the new customer information obtained in step  203  is entered into the handheld device  105  by the mobile sales force representative  215 . The entered data can comprise new order information, customer contact information, and other comments concerning the customer that the mobiles sales force representative  215  may find necessary to input into the handheld device  105 . 
       FIG. 3  is a block flow diagram illustrating steps in a routine  201  for synchronizing current customer information between the handheld device  105  and the database  135  utilizing the middleware server  130 , according to an exemplary embodiment of the invention. The exemplary routine  201  is merely illustrative and, in alternative embodiments of the invention, certain steps can be performed in a different order, in parallel with one another, certain steps can be omitted entirely, and/or certain additional steps can be performed. Furthermore, specific examples of the types of information synchronized in exemplary routine  201  will be described in  FIGS. 6-1  to  6 - 8  below. 
     As previously discussed, the invention contemplates a proprietary file synchronization middleware client  170  known as Red Rover located on the middleware server  130 . The middleware client  170  is responsible for the communications between the middleware server  130 , FTP server  150 , database  135 , and handheld device  105  in exemplary routine  201 . 
     In an exemplary embodiment, the exemplary routine  201  utilizes a FTP server  150  located between the middleware server  130  and a backend database  135 . The FTP server  150  is responsible for accessing files on the backend database  135  and holding them until they are requested by the middleware server  130 . Therefore, when files are updated at the backend database  135 , the backend database  135  can “drop off” the files at the FTP server in order to be “picked up” by the middleware server  130 . In order to receive and send files from the FTP server  150 , the middleware client  170  communicates through and utilizes a file transfer protocol “FTP,” which is well known to one of ordinary skill in the art, to perform the exemplary routine  201 . 
     By way of example, the backend database  135  can be a proprietary database operated by a sales force representative agency. In a sales context related environment, the sales force representative agency may want to include information about a new product onto the backend database  135  in order for the sales force representatives  215  to subsequently inform the customers about the new product. Therefore, when the new product information is updated on the backend database  135 , the files will be automatically transmitted to the FTP server  150 . At periodic times, the middleware server  130  will communicate with the FTP server  150  using FTP to upload new files to the FTP server  150 . Furthermore, the middleware server  130  will also access and download the new files on the FTP server  150 . Subsequently, these files can be transferred to particular handheld devices  105 . 
     In an exemplary embodiment, the middleware server  130  can comprise a client specific software application such as PACE software, that is owned by the assignee of the invention, and described in co-pending U.S. patent application Ser. No. 10/421,639, entitled “Systems and Methods for Providing Field Force Automation in Big Box Retail Environments,” filed Apr. 22, 2003, the entire contents of which is hereby fully incorporated herein by reference, to perform the exemplary routine  201 . The PACE software is a customer relationship management software application  180  that may reside on the middleware server. The PACE software provides for the pre-processing of information received from the backend database  135  on the middleware server  130  that is destined for the handheld device  105 . 
     The handheld device  105  or the middleware server  130  can initiate a synchronization request to synchronize the most current customer information between the database  135  and the handheld device  105 . However, a wireless connection between the handheld device  105  and the middleware server  130  must be available in order to synchronize the data. Therefore, in decision step  300 , the handheld device  105  determines whether a wireless connection with the middleware server  130  is available. If no wireless connection is available the handheld device  105  continues to receive current data on the customer as inputted by the mobile sales force representative in step  204 . However, if a wireless connection with the middleware server  130  is available in step  300 , synchronization of the most current customer information between the database  135  and the handheld device  105  can occur. 
     After it is determined that a wireless connection is available in step  300 , the middleware server  130  receives a synchronization request containing a particular identifier from the handheld device  105  in step  305 . In step  310 , the middleware server  130  associates the identifier with the database  135 . The identifier can associate the mobile sales force representative into different groups or classifications in the database. For example, the mobile sales force representative may be associated with different divisions or territories based on where the representative is assigned and/or the type of customers the representative is responsible for. These classifications make it more efficient to determine the updated information that the mobile sales force representatives receive on their handheld devices. 
     In routine  315 , the files are uploaded from the handheld device  105  to the middleware server  130 . Upon successful storage of the upload file, the middleware server  130  acknowledges successful upload to the handheld device client  105 . Upon acknowledgement, the handheld device  105  archives and/or deletes the source upload file and continues to transmit each remaining upload file following the same process. Routine  315  will be discussed in more detail below in reference to  FIG. 4 . After processing all upload files, the handheld device  105  downloads files from the middleware server  130  in routine  320 . Routine  320  will be discussed in more detail below in reference to  FIG. 5 . Upon completion of the upload and download protocols, the handheld device  105  then disconnects from the middleware server  130  without awaiting an acknowledgement that the files were received intact and successfully stored in the appropriate database. 
       FIG. 4  is a block flow diagram illustrating steps in a routine  315  for synchronizing the handheld device  105  with the middleware server  135  to upload relevant sales context information, according to an exemplary embodiment of the invention. The exemplary routine  315  is merely illustrative and, in alternative embodiments of the invention, certain steps can be performed in a different order, in parallel with one another, certain steps can be omitted entirely, and/or certain additional steps can be performed. 
     According to the middleware client  170 , uploads from a handheld device  105  to the middleware server  130  are meant to be “fast and dumb.” To facilitate a rapid upload process, the middleware client  170  specifies that each handheld device  105  maintain an index of files to be uploaded to the middleware server  130 . In step  400 , the index is transmitted to the middleware server  130  during the initial synchronization request of step  305 . In step  405 , The middleware server  130  parses the index received from the handheld device  105  and cross-references each indexed file against its list of files received from the handheld device  105 . In step  410 , the middleware server  130  then instructs the handheld device  105  to upload only those indexed files that have not been previously received and/or not received within a certain timeframe by the middleware server  130 . 
     In step  415 , the handheld device  105  uploads its files to a queue on the middleware server  130 . In step  420 , the middleware server  130  processes the queued files. Part of the processing in step  420  involves formatting the queued files into an understandable format. A part of the formatting the data at the middleware server  130  involves altering the information whereby the middleware client  170  can communicate using FTP through the FTP server  150  to transfer the information to the database  135 . FTP is used as one form of file transport for the transferring of the files between the middleware server  130  and database  135 . In step  425 , the queued files are transferred to the database  135  for storage. 
     In step  430 , any files received intact from the handheld device  105  are added to the list maintained by the middleware server  130 . The list may be specific to the handheld device  105  (e.g., identified by a handheld identification number) and may record the date and time of reception for each file. 
     Finally, in step  435 , the database  135  can communicate through the middleware server  130  again to utilize the middleware client  170  to transmit the current customer information to handheld devices that have previously requested the data or to handheld devices that have just requested the data. The transmission of the current customer information allows the handheld devices connected to the network to near real-time access to the information. 
       FIG. 5  is a block flow diagram illustrating steps in a routine  320  for synchronizing the handheld device  105  with the middleware server  135  to download relevant sales context information, according to an exemplary embodiment of the invention. The exemplary routine  320  is merely illustrative and, in alternative embodiments of the invention, certain steps can be performed in a different order, in parallel with one another, certain steps can be omitted entirely, and/or certain additional steps can be performed. 
     According to the middleware client  170 , files downloaded from the middleware server  130  to the handheld device  105  are staged in advance of the file synchronization request in step  305 . Therefore, in step  500 , the middleware server will have previously determined which files need to be downloaded to the handheld device  105  in advance of the receipt of a synchronization request. Files may be associated with particular handheld devices  105 , particular groups of sales force representatives or their agency, particular customer locations  220 , etc., by assigning unique identifiers to any such entities. 
     When a file synchronization request is received at the middleware server  130  from a handheld device  105  in step  305 , the middleware server  130  may detect one or more identifiers associated with the handheld device  105  in step  505 . In step  510 , the middleware server  130  transmits any files associated with the identifier(s) to the handheld device  105 . A hierarchy of priorities for each type of identifier (e.g., handheld device ID, group ID, etc.) may be established so that file downloads may be managed at the device level and/or at the group level. A determination as to whether to download a file to a handheld device  105  may be based on the “last change” date of the file and/or the date the file was last sent to the handheld device  105 . Of course, such dates may be ignored in an appropriate case and all files associated with the identifier(s) of the handheld device  105  may be downloaded. 
     After receiving the files in step  510 , the handheld device  105  sorts and displays the customer information records in predetermined categories in step  515  based on the software of the handheld device  105  and the preferences set by the sales force representative  215  or the sales force representative&#39;s agency. In step  520 , the sales force representative  215  can make selections on the handheld device  105  to view the particular categories in order to review the customer information. After the sales force representative makes a selection, the handheld device  105  can display the next level of information associated with the particular category comprising the most current information on the customer in step  525 . For examples of the categories of information available to the mobiles sales force representative  215  on the handheld device, see discussion below related to  FIGS. 6-1  to  6 - 8 . 
       FIG. 6 , comprising  FIG. 6-1  through  FIG. 6-8 , illustrates exemplary screen displays which provide a demonstration of the functionality of the handheld device  105  in accordance with an exemplary embodiment of the invention. Each of  FIGS. 6-1  thru  6 - 8  are merely illustrative of a display screen  107  of a handheld device  105 . 
       FIG. 6-1  represents an exemplary main menu screen  600  of the handheld device  105 .  FIG. 6-1  assumes that the sales force representative has bypassed a login interface to gain access to the handheld device  105 . To gain access to the handheld device  105 , the sales force representative may select his/her name from a pre-populated “Name” list or may otherwise enter his/her name using a stylus  113 , integrated controls  109 , a microphone  111  or any other integrated or attachable input device. An exemplary login interface may also require that a password be entered into a “Password” field before access to the application is granted. The exemplary main menu  600  represented in  FIG. 6-1  presents the mobile sales force representative with different activities that he/she may wish to perform. These activities comprise: “Sales”  602 , “Maintenance”  604 , “Training”  606 , “Search”  608 , “Help”  612 , and “*New Alert*”  614 . 
       FIG. 6-2  represents an exemplary screen that may be presented to the user upon the selection of the “Sales” link  602 . After clicking on the “Sales” link  602 , the mobile sales force representative is given the opportunity to select a particular customer  616  in order to obtain information for that customer. The exemplary screen displays a listing of all potential customers  618  that the mobile sales force representative may wish to retrieve information about. As previously discussed, the information can be classified in particular categories and then associated with a mobile sales force representative. The mobile sales force representative can select a customer from the listing  618  in order to review more detailed information about that particular customer. For example, a mobile sales force representative could select the “1” under the “Customer #” or “Customer A” under “Name” to review information about Customer A located in Atlanta, Ga.  620 . As will be represented with respect to the subsequent screen shots, navigation buttons such as “Back”  622  will be available to assist the mobile sales force representative in locating the information they need. 
       FIG. 6-3  represents an exemplary screen that may be presented to the user upon the selection of the “Customer A” link  620 . After clicking on the “Customer A” link  620 , the mobile sales force representative is presented with the Store Information  624  for Customer A located in Atlanta, Ga. This exemplary screen can display potential options to obtain further information about the customer. These options comprise: “Customer Information”  626 , “Sales Visit”  628 , and “Contact Information”  630 . 
       FIG. 6-4  represents an exemplary screen that may be presented to the user upon the selection of the “Customer Information” link  626 . After clicking on the “Customer Information” link  626 , the mobile sales force representative is presented with additional store information for Customer A located in Atlanta, Ga. This exemplary screen can display potential options to obtain further information about the customer. These options comprise: “Sales History”  632 , “Comments History”  634 , “Outstanding Orders”  636 , “Credit Status”  638  and “Store Contacts”  640 . 
     The “Sales History” link  632  may comprise information concerning prior sales history, including quantities and prices. The “Comments History” link  634  may comprise additional notes a previous mobile sales force representative may have made concerning a previous site visit or other matter. The “Outstanding Orders” link  636  may comprise information concerning any orders the customer has not yet received, which may include status information regarding availability or shipping. The “Credit Status” link  638  may comprise information about the customer&#39;s credit report, including their credit limit; balance, or issues with previously unpaid bills. Finally, the “Store Contacts” link  640  may comprise information about particular individuals at the customer location that the mobile sales force representative corresponds with, including the contacts&#39; name, phone number, and email. 
       FIG. 6-5  represents an exemplary screen that may be presented to the user upon the selection of the “Sales Visit” link  628 . After clicking on the “Sales Visit” link  628 , the mobile sales force representative is presented with additional options related to activities the mobile sales force representative may want to utilize while conducting a site visit for Customer A located in Atlanta, Ga. These potential options comprise: “New Products”  642 , “Talking Points”  644 , “Demonstrations”  646 , “Add Comments”  648  and “Add Contacts”  650 . 
     The “New Products” link  642  may comprise information concerning new products that Customer A may potentially be interested in buying. The “Talking Points” link  644  may comprise certain information that has been prepared for the mobile sales force representatives to present to customers. The “Demonstrations” link  646  may comprise information such as picture, video, or audio files that can be used to enhance the sales experience to the customer by showing them images of certain products that they may be interested in purchasing. The “Add Comments” link  648  may comprise a feature to allow the mobile sales force representative to input any information that he/she may feel is necessary to record so it will be available in a subsequent sales visit and possibly for a different sales force representative. Finally, the “Add Contacts” link  650  may comprise a feature to allow the mobile sales force representative to input any new information about particular individuals at the customer location that the mobile sales force representative corresponds with, including the contacts&#39; name, phone number, and email. 
       FIG. 6-6  represents an exemplary screen that may be presented to the user upon the selection of the “Administration” link  608 . After clicking on the “Administration” link  608 , the mobile sales force representative is presented with options related to job administration duties. These potential options comprise: “Time”  652 , “Expense Reports”  654 , “Travel Log”  656 , “Request PTO”  658  and “Add Contacts”  660 . 
     The “Time” link  652  may comprise a feature to allow the mobile sales force representative to input in his/her daily time. The “Expense Reports” link  654  may comprise a feature to allow the mobile sales force representative to input in any expenses such as gas, food, lodging, transportation expenses, etc. The “Travel Log” link  656  may comprise a feature to allow the mobile sales force representative to keep track of his sales route. The “Request PTO” link  658  may comprise a feature to allow the mobile sales force representative to request days off for sickness or vacation. Finally, the “Add Contacts” link  660  may comprise a feature to allow the mobile sales force representative to input any new information about particular individuals at not affiliated with a customer location, including the contacts&#39; name, phone number, and email. 
       FIG. 6-7  represents an exemplary screen that may be presented to the user upon the selection of the “*New Alerts*” link  614 . After clicking on the “*New Alerts*” link  614 , the mobile sales force representative is presented with options related to an alert feature of the invention. These potential options comprise: “Contact Alerts”  662  and “Product Alerts”  664 . The alert features are especially helpful tools in allowing the mobile sales force representative to stay in contact with their customers without forgetting about anyone. 
       FIG. 6-8  represents an exemplary screen that may be presented to the user upon the selection of the “Contact Alerts” link  662 . After clicking on the “Contact Alerts” link  662 , the mobile sales force representative is presented with an alert feature of the invention. In an exemplary embodiment of the invention, particular alerts can be programmed in order to alert the mobile sales force representatives of particular milestones. In the exemplary screen shot of  FIG. 6-8 , an alert  666  is provided that states, “**The following customers have not been contacted in the past 90 days.**” Beneath the alert  666 , a listing of customers  668  who have not been contacted within this period, along with the length of time since their last contact, can be provided. Mobile sales force representatives or their agencies can determine certain milestones where they would like to receive alerts based on certain criteria. 
     Furthermore, while not represented, information about new products or services could be provided if a mobile service provider clicks on the “Product Alerts” link  664 . This feature could allow companies to promote new products to their sales force, so the sales force can inform the customers. The new product alerts could also be focused to particular customers based on the type of products the customer already sold. 
     While not represented, the invention can also provide exemplary screens that may be presented to the user upon the selection of the “Maintenance” link  604 , “Training” link  606 , “Search” link  610 , and “Help” link  612 . The “Maintenance” link  604  may comprise a feature to allow the mobile sales force representative to update the hardware or software of the handheld device. The “Training” link  606  may comprise a feature to allow the mobile sales force representative to view training videos or review training materials related to particular products or general sales. The “Search” link  610  may comprise a feature to allow the mobile sales force representative to conduct extensive searches for information located on the handheld device  105 . Finally, the “Help” link  612  may comprise a feature to allow the mobile sales force representative to search an extensive index of help related feature on how to operate the handheld device  105 . 
       FIG. 7  is an illustration of a bar chart  700  indicating relative sales force representative performance relating to product sales promotion to customers, generated in accordance with an exemplary embodiment of the invention. The bar chart  700  is merely illustrative and, in alternative embodiments of the invention, certain elements of the bar chart  700  can be altered, certain elements can be omitted entirely, and/or certain additional elements can be included. 
     As set forth above, authorized users, e.g., sales force representative agencies, can generate reports based on data collected by sales force representatives relating to product sales to customers. Handheld devices of the sales force representatives can transmit the data, e.g., via a wireless network, to a server for storage, querying, and/or report generation. By accessing a reporting module of the server, e.g., via a network, the authorized users can obtain real-time or near real-time information about the sales force representatives&#39; performance. 
     Among the types of information that the authorized users can obtain is information regarding the relative performance of the sales force representatives. The bar chart  700  of  FIG. 7  exemplifies one embodiment of such information. The bar chart  700  illustrates, in percentage form, the relative performance of each of four sales force representatives in promoting certain products to their respective customers. As illustrated in the bar chart  700 , Sales Force Representative A is approximately 20% complete with his promotion of Product A with respect to certain customers, 30% complete with his promotion of Product B with respect to certain customers, and 15% complete with his promotion of Product D with respect to certain customers. By tracking, in real-time (or near real-time), the status of promoting certain products to customers, sales force representative agencies can maintain accurate budgets and accounting documents relating to sales of new products and the relative popularity of certain products in the marketplace. 
     In one embodiment of the invention, the authorized users can track sales force representative performance at the instruction/prompt level. For example, with regard to Sales Force Representative A&#39;s promotion of Product A with respect to a customer, the authorized users can determine which customers Sales Force Representative A has corresponded with concerning the new product and which customers Sales Force Representative A has not yet corresponded. Tracking performance at such a level can be particularly helpful, for example, if a sales force representative quits, is fired, is injured, or otherwise is unwilling or unable to correspond with a customer concerning a new sales product. By knowing in real-time (or near real-time) which customers have not yet heard about a particular product, the sales force representative agency, for example, can readily deploy another sales force representative to continue the promotion of the new product where the previous sales force representative left off. 
     It will be appreciated that the exemplary embodiments of the invention overcome the limitations of the prior art. From the description of the exemplary embodiments, equivalents of the elements shown therein and ways of constructing other embodiments of the invention will be apparent to practitioners of the art. Many other modifications, features and embodiments of the invention will become evident to those of skill in the art. It should be appreciated, therefore, that many aspects of the invention were described above by way of example only and are not intended as required or essential elements of the invention unless explicitly stated otherwise. Accordingly, it should be understood that the foregoing relates only to certain embodiments of the invention and that numerous changes can be made therein without departing from the spirit and scope of the invention as defined by the following claims. It should also be understood that the invention is not restricted to the illustrated embodiments and that various modifications can be made within the scope of the following claims.