User adoption of new technology has been an issue for as long as technology exists. Software is no exception. Organizations deploy new software hoping it will have a big (positive) impact, and sometimes it seems that very impact gets in the way of user adoption. This is very much the case for new CRM systems. A lot changes when they are deployed and user adoption is often a struggle.
Tips and Best Practices For CRM User Adoption
Following the launch of CRM Software Blog’s white paper 19 Brilliant Ways to Promote ERP & CRM User Adoption, we talked with Connecting Software’s experts and asked for their take on the subject.
Here the tips we got for you. focusing on user adoption tactics and best practices that we have found helpful.
Don’t make the new CRM take care of everything
There are many things that a CRM can handle, but for which they are not the best option. For example, a company starting with Dynamics 365 can store the documents relating to their prospects and customers there. Nonetheless, a DMS like SharePoint is the best option because you can have team collaboration and version control. It is simply a matter of getting the Dynamics 365 integration with SharePoint provided by Microsoft working and then making sure to Protect Dynamics 365 Documents in SharePoint From Misuse.
Consider doing end-users training asynchronously
Asynchronous training has taken a boost with the remote work environment. This offers end users complete control over their learning, is more flexible to accommodate other tasks, and is more respectful to their own learning pace.
Increase communication before and during the process
Often user awareness and motivation are not achieved because of deadlines. Other times, the adoption of the new software feels like a trial-and-error process from the end-user perspective. The use keeps trying to find their own workarounds and solutions, which are often not aligned with what management had in mind.
Make the users workflows change as little as possible
Identify all the pre-existing workflows. This means identifying all stakeholders and all usage scenarios that existed before, not forgetting all involved software. Although you are going to change the core of it with the adoption of the new CRM, make sure you are not breaking the workflows themselves.
When integration between systems existed before, make sure to keep it
Missing features and missing integrations are the worst obstacles to user adoption. Don’t expect users to replace an existing software integration with manual data transfer, or you will get a lot of upset and reluctant users. Find a way to get that integration working in the new system. For example, a company going for Dynamics 365 online can go for tools like
Even if the new CRM has a lot more to offer, the end-user will be reluctant to adopt it if It finds a missing pre-existing software integration. A missing integration often means a break in an existing data flow. We had such a case with a
Take your time to plan your CRM deployment with technology acceptance and user adoption in mind. It is worthwhile to identify all existing workflows and all end-users and stakeholders. You need the big picture not only for everything your CRM will cover, but also for anything that relates to that or that should integrate with your CRM. Trust me, this extra effort will pay up!
By Ana Neto
Software engineer since 1997, she is now a technical advisor for Connecting Software.