“My kid could paint that!”
“So easy, a Caveman can do it.”
“A low-code solution anyone can deploy.”
We’ve heard the pitch, but here is the reality.
Can You Set Up a CRM System on Your Own?
Unless you have successfully deployed a CRM solution multiple times, you need help. Further, if you have successfully deployed a CRM solution multiple times, you should know you need help.
Think of it as the difference between merely repainting your bathroom, an easy task you can probably do well enough with little risk of putting the bathroom out of commission for several weeks, and replacing the plumbing and electric fixtures, a job that requires coordinating several experienced professionals with specialized skill sets. In addition to a plumber and an electrician, you may also need to hire professionals to replace the tile and grout, and another professional for paint and fixtures. To make sure the bathroom is functional and attractive, you may consult a design professional to make sure the finished product is what you want. And wouldn’t it be nice if someone could coordinate all of these efforts so that the bathroom is only out of commission for a few days?
Besides experience and skill set, there is a matter of time. You are busy. Everybody on your staff is busy. No one has the time to take on such a project in addition to their day-to-day duties.
Additionally, there is probably no one on the staff familiar with the planning, execution, and implementation of a successful CRM system. Implementing a successful CRM requires close coordination among C-Suite staff for budgetary approval, department heads for system requirements, and IT staff to ensure the solution fits within their environment and meets security requirements.
What Happens If You Implement a CRM Without Expert Help?
If you tackle CRM implementation yourself, you may be able to import some data from other systems, design the input forms, create some views to replace reports, and basically replicate current processes in the new system. So, what did you gain? You are still feeding a system that gives you little in return.
CRM consultants bring a team of professionals who work in concert on your solution. It begins with the Solution Architect, who conducts discovery sessions with your team and creates a map of your current processes. Once the maps are agreed upon, the solution architect will ‘translate’ that map into CRM processes. The solution architect will identify any customization needed to the out-of-the-box features, as well as any features or customizations that could improve current processes.
What Does a CRM Consultant Do?
During the discovery period, the Solution Architect will identify opportunities to automate certain processes. That is where the Developer comes in. The Developer writes the code that replaces redundant tasks and enhances the out-of-the-box CRM offerings. The Developer will package their customizations into a solution that will be tested in a sandbox environment before being released into the live or production environment. Following this methodology ensures smooth deployment when changes are needed.
The User Experience (UX) team tunes the CRM system to your company’s needs. UX designs forms, reports, queries, workflows, sequences, and often provides training and documentation. The UX team works closely with end-user teams to ensure the layout is logical and easy to use.
Finally, or maybe initially, there is the project manager (PM). The project manager is responsible for communications between the Client and the Consulting team. The project manager clears any blockers the Development Team faces, identifies change orders, prevents scope creep, and keeps the project on time and under budget.
This team works collaboratively and follows the Project Plan developed by the Solution Architect. They identify issues immediately. The team is also responsible for timely updates on their progress and allocate their time to the appropriate project. Team members usually have professional certifications, advanced degrees or years of experience in the field.
And this is what CRM Consultants do daily. They have been through scores of CRM implementations and will recognize the challenges and pathways to successfully deploying your CRM. Their goal is not only to help you with this implementation today, but also to build a relationship in which they become a trusted partner in your company’s growth.