You text mom, your kids, your significant other. What are you using for instant messaging both inside and outside your company? Are your sales teams messaging each other and external clients, using just whatever IM app they happen to have? Does it connect with your in-house systems? Is there a record of the conversations?
If no, then you can definitely ramp up your IM performance with flexible tools. Since mobile has rocketed to be a top communications channel, options abound for incorporating IM into your toolset in a meaningful, trackable way.