Morey is an appliance repairman working in the field, directed from job to job by dispatch orders that contain minimal data about each customer's problem. Sometimes you don't even have the right address. It makes your job a lot harder. Sounds like a problem well-suited to an information technology solution. But Morey also knows how resistant to change people can be especially individuals like himself, who are used to working with minimal supervision and loosely enforced rules.
People develop their own ways of working out in the field.
Yet his job involves introducing a huge change to his former co-workers. The system will give the appliance-repair giant a single, comprehensive view of all customer relationships. Forget notions of traditional field or sales force automation. CRM systems like the one AESS is implementing use a more holistic approach. CRM systems incorporate features found in contact management, sales automation, call center management software and more.