Up to 85% of new CRM systems implementation fails. The proper initial staff training could be the solution, yet it is still underestimated by many firms. What should you do for your employees to actually use the CRM system?
CRM systems are in big trouble
The data from the Forrester’s research show that slow user adoption rate affects up to 49% of CRM projects. What does it mean for companies?
For starters, the user adoption is the vital step in software implementation for professional purposes. Without the adoption, every CRM solution is doomed to fail.
Stats show that 85% of CRM projects fail to deliver. Slow adoption rate, however, is not the only reason why your solution could end up just like the efforts of other firms. The people’s disinterest also affects the success of the CRM implementation but it is not always the employees who are to blame.
The most people do not work with CRM systems because it does not make them any sense. Even if they know its purpose, they refuse to use it because none taught them to use it and the work takes hours to get done. These findings suggest that the greatest barrier of CRM systems is the adaptability (in)competence.
If you rely on people to get used to system changes after some time, you are rather daredevil. There are actions which can help the CRM solution to run in at your company.
Good strategy is the key
Before you start with the CRM system implementation, prepare a deep plan of individual steps, a strategy which gives you a clear overview of the tasks which need to be solved when implementing new CRM system.
This strategy should include clearly defined goals, the method for evaluation of successful implementation, and listed expectations. If you do not possess a comprehensive vision, you will hardly convince your employees that you are serious about the CRM system.
However, if they miss the link between the CRM and the company’s business targets, they will not take it seriously, or totally refuse it.
What should a CRM system implementation strategy include?
1. Engagement of real users
If you are going to implement a CRM system, think about those who will use it on regular basis, i.e. the employees with their own user habits and individual characteristics. Make a survey to find out what functions should the new CRM solution have or what troubles the employees the most regarding the system current state and what they miss.
By engaging employees from the very beginning, you will gain a great insight into their needs and be able to offer them the opportunity to take part in the change.
If you involve them in the process from the start, it is likely it will positively affect their interaction, i.e. the ideas, pointing out the functional faults, or room for improvement.
Staff engagement, however, is also a long-term benefit. Those who are able to see the pros and cons of the CRM software could be the top-level users and teach other staff members or support the adaptation.
2. CRM system testing
The second pillar, which could improve the user adoption rate, is the selection of the CRM solution itself. The selection process is facilitated in the previous step when you define your requirements on the new CRM system.
Do not forget to take into consideration both the users’ needs and the need of the entire company. You must consider if you want a cloud-based solution or on-premise system. In the first case, you should decide for e.g. Sales force, for the latter Office 365.
Other criteria for picking the most suitable CRM system are as follows:
- the own mobile app of the system,
- an intuitive UI,
- sufficient system documentation and study material available,
- the capability to be integrated with other in-house software,
- the compatibility of the new CRM platform with your current IT infrastructure.
Last but not least, the testing. Ideally, engage the end users (i.e. employees) who will work with the system on regular basis, making them even more engaged in the adaptation process, become experts on the solution in question and the serve as motivation for the rest of the staff.
Should you encounter deficiencies, it is a lot easier to deal with them in the testing phase than during the software full operation. The more threats you uncover and eliminate before the full operation, the easier the adaptation of other team members will become.
3. Making the CRM system available
Imagine that you to prescribe to use new software which makes the work more complicated than easier. For instance, instead of using one complex system, you will have several systems in operation.
This issue can be avoided by choosing the right CRM system as well as by linking it to other tools. The integration aims to make the data available on different platforms, make it easier to use, and improve the staff adaptation rate.
The CRM system integration with other corporate tools has also other benefits.
The interdepartmental system integration facilitates the communication. The data from CRM system immediately show the managers which campaign has the best results in terms of sale and the finance staff can comfortably find necessary information on revenues.
The same as the adaptation system itself, the CCM system integration also requires a comprehensive and coherent plan: which tools you need to connect, at which stage is it convenient to teach the staff the new, additional features and not to overload them with information?
If you follow step by step, you will boost your staff’s expert knowledge and the total number of active users of the new CRM solution.
Even the training itself might improve the implementation of a new tool. However, if you do not have the capacity, our YesElf onboarding platform can deal with staff frustration-related problems.
YesElf is a virtual guide advising confused users on where to click and where to enter values. This allows them to learn to use the new software in real time while working directly with it, making the adaptation process more efficient and interesting.
Furthermore, a digital guide has more benefits than face-to-face training in the long term. Explore our website and read more about the YesElf tool and its benefits.