Decisions used to be less time-sensitive, often taking days, weeks, even months. Thus, it was not critical that data be accessible to decision-makers so quickly. Today, however, the world is running on Internet time, where decisions are being made in days or hours. A very good example of this is within the function of customer service. Incidents of service or contact with customers must become part of the corporate memory instantaneously.
Customers demand it.
A customer service representative in a call center must have immediate access to information about the technical issues that were just dealt with by a field service technician. If that customer contacts the organization for some additional service request and the organization does not have a record of that previous incident, the customer may flee to a competitor. Therefore, organizations are increasingly in need of wireless data access systems to allow for that data to quickly and accurately become part of the data memory of the company. As the requirement for better customer service becomes more common and the need for prompt decisions increases, these industries will begin to leverage their existing technology infrastructure and extend their applications to remote, mobile workers.