Global CRMs assume a rep at a desk with broadband. Indian field sales runs on two-wheelers through patchy networks, and the real system of record is WhatsApp. Building MyDesk CRM, we started from a rep’s day, not a data model.
Three decisions mattered most: offline-first sync so the app never blocks on network; WhatsApp as a first-class channel for quotes and follow-ups; and AI visit summaries so a 30-second voice note replaces ten minutes of typing.
Adoption followed usefulness. When the app plans a rep’s morning and writes their notes, managers stop chasing data entry — it simply appears.