The implementation of a new CRM solution such as Microsoft Dynamics 365 may represent a substantial investment for any organization, not just financially, but in time. However, your users need to be using the new system to leverage all its benefits and features for your organization to see any return on its investment. To ensure that you get your users on-board with this new solution, several steps can be taken even prior to the implementation process to ensure a high user adoption rate of the solution and in the long run, simplified processes and increased productivity.
This three-part series offers tips to drive user adoption in your organization before, after and throughout the entire implementation process. Here are 5 tips to help you choose the CRM solution that will best meet the needs of your organization and end-users.
- Before getting started, establish benchmarks, draft user surveys, and identify KPIs that you wish to improve. Having specific criteria that can be measured against your later performance makes it easier to gauge whether the implementation is a success. User satisfaction, operating costs, productivity, collaboration, employee engagement, etc. can all be measured.
- Hire a consultant to help with change management. While this does represent an additional investment that might be tempting to skip, this will help manage costs in the long run by avoiding budget and timeline overruns. A change management expert can also help you put in place the proper structure to ensure that your end-users receive the training necessary.
- Work with your implementation partner to ensure that the new solution follows your existing processes rather than the other way around. This will facilitate user training and optimize productivity and efficiency since the new solution will support the way your staff currently works. Choose a solution that will grow with your business and support its processes even in 5, 10 or 15 years.
- Ensure that your users understand why your organization is implementing a new CRM solution. End-users may not be too keen on having their daily routine disrupted and learning to navigate and use a new system, so it’s important that they understand what the objectives are and how it will positively affect their individual success as well as the organization’s.
- Involve your resources in the choice of the solution. Demonstrations and presentations can go a long way to ensure that your resources feel involved in the process from the very beginning. They will be more likely to welcome change if they feel that their input has been taken into consideration.
These tips will help you pave the way for a smooth transition to the new solution, which should help support your existing processes, not the other way around. By understanding your vision and how the new system will help them in the long run, your end-users will be more open-minded to the upcoming changes and more willing to make use of the new solution. For more information, read our article to know What to Think about before Going Live with your Microsoft Dynamics CRM implementation.
By JOVACO Solutions,