5 Guidelines on Turning Your CRM User Adoption into Nightmare
“Technology is nothing. What's important is that you have a faith in people, that they're basically good and smart, and if you give them tools, they'll do wonderful things with them.” Steve Jobs
If interpreted correctly, the above recommendation could save lots of company CEOs from headaches, and company staff from losing time on fighting with their CRM software and actually getting their job done. In fact, when you give people tools to facilitate and speed up their work, make sure the tools are well fit for them and actually helping. Otherwise, you’ll end up with big spendings and a big disappointment.
Below, you’ll find the detailed guidance on how to fail a CRM implementation in your company or at least significantly slow down the user adoption.
1. Make it a surprise
Certainly, the prospect of implementing a CRM looks very bright as the business processes are expected to be streamlined, productivity to grow and communication within the company to improve. Therefore, many businesses aim to get going with the new system as soon as possible, without even telling their staff about the looming changes.
This approach often results in the CRM becoming a common enemy before anyone even starts using it. The thing is, people already have figured out their way of working, and the shift in the workflow is more than unwelcome.
Nevertheless, the practice of advertising the new CRM system to the team in the most beneficial light before its implementation might lead to the opposite results. Staff will not only be forewarned about the change but possibly even looking forward to it as the way to get their job done more effectively and faster.
2. Let the pros choose the ultimate solution
Once the decision about going with a CRM is made, ( or if the current system doesn’t meet the growing demands anymore), the next step is to pick the right one to accommodate all business needs best. Typically, the parameters that are taken into consideration in the first place is pricing, robustness, scalability, etc. And in most cases, it is the IT guys who sift through the available variants and present to the top managers to make the final decision. As a result, users who are to use the CRM face an advanced system that might be inconvenient and too complex, so that they start avoiding it rather than mastering.
A much more sound scenario would include the very team representatives, who are to use the CRM to test the viable candidates and point out their advantages and disadvantages. It not only helps to pick a more effective solution but also make some of the above-mentioned team members its advocates before the rest of the staff.
3. Concentrate on engaging “low rank” team members
When the system is about to be launched within a company, it would be wise to prepare your staff to use it. But trying to make it appealing for every prospective user takes much time and efforts. Instead, it would be wise to “sell” it to team leaders or supervisors. In their turn, they will find the way to bring the message across to the subordinates.
Moreover, adding an element of a game or a competition to the user adoption process might turn a troublesome experience into a fun activity.
4. Don’t waste time on training
The employee work time is a precious resource, therefore it might be tempting to rely on a CRM’s knowledgebase and tutorials rather than training and let each user find his/her way around the new work tool. It is especially so in case a CRM data migration has been carried out to the more suitable solution. As a less extreme variant, only a few employees company-wise are trained to use the new tool and appointed a kind of “technical support” persons for their colleagues to deal with their issues.
Still, devoting some time to train staff professionally before they start using their new CRM would be a very good investment. Later on, it’ll save a number of work hours for solving small problems or discovering the necessary functionality. Moreover, it’ll speed up the user adoption process and help employees feel more at home with the system from the start.
5. Focus on big achievements from the start
No doubt, CRM systems do make business processes easier, faster and more effective, and numerous use cases demonstrate the gain in impressive numbers. So, it is only natural that people in charge expect the efficiency to improve right after the CRM has been launched. They set high objectives that used to be unrealistic before its implementation. However, the result is frequently quite the opposite - the expected increase is exchanged for a factual decrease. Even the most user-friendly CRM takes time to master and get used to, this is why at the initial stages employee productivity may drop.
So, instead of discouraging employees with big goals that seem unattainable, it would be wise to encourage them by setting small objectives and celebrating or at least acknowledging their achievement. This will not only ease the “adaptation” period, but also create an optimistic attitude towards the new work tool.
Hopefully, the above info will save you from at least some of the bumps on the road of implementing a CRM and facilitate user adoption process. The guidelines will also be useful in case you are already using a CRM solution, but willing to switch to a more suitable one. With the right tools like Trujay online service, your CRM migration will be carried out automatedly, which means very fast and totally effortlessly on your side to provide a great business environment for your staff and ensure top level service for the clients.