Updated 07/04/09: Looks like there is a UK alternative.  Ribbit provided by BT.  Interesting to see how BT push it, and great to see the capability make it to Europe.

We were just alerted to Jott based on its recent release of Jott for Salesforce service, www.jott.com.  However, the following seems relevant to any CRM implementation.  It could be the solution to the most common issue stopping 100% adoption of CRM solutions.  Put simply it allows users to dictate notes to a telephone answering service, which then converts the message to text and adds the record to salesforce.com.

What’s the most common issue for successful CRM projects?  Getting the domain model correct? Making sure the security, sharing and data access rights work?  Both difficult and tricky to overcome, but surmountable issues.

The most common issue we find is getting the last 25% of the user community to actually use the solution and take part in the processes.  The fundamental issue is that these guys don’t "get" technology.  They understand the features and functionality, they buy into the benefits, but they can’t make it part of their regular business day.  When you’ve been selling financial services products for twenty years, the routine is pretty much inate.

The irony is that when you persuade them to use the solution and add the information, they suddenly "get" it.  They’re good sales guys - they see the benefit of less manual ‘cut-and-shut’ reporting and more warm leads.  So is this where Jott comes in?  Phone up a number, dictate your meeting note, hang up.  They can do that hands free in the car, or while they’re queueing to board the plane.  And they avoid the aching blackberry thumb, or the search for the wireless internet access, or the thumbing through indecipherable notes days after the discussion took place.  There’s something in it.

A few obvious questions to answer.  It’s only available to US and Canadian customers - no!  What if your sales process calls for some structure in meeting records?  Does it also call them up and chase required next steps!  But it’s a very interesting option for gathering up the last tranche of resistant users.  Hopefully it will be available in the UK and Europe soon and we can give it a try.