Updated · Originally published
Most CRM software doesn’t include integrated project management capabilities, however most professional services firms use CRM software, and most of those firms need to manage their services engagements after the sales opportunity is won!
After all, delivery of the services recently sold is what matters most to the customer. And this is the phase that is key to customer satisfaction and brand loyalty.
Having all the tools you need to manage your business within your CRM system is a competitive advantage, one where you’ll gain efficiency across your organization.
Microsoft Dynamics 365 and the Microsoft Power Platform are flexible platforms that provide options for integrated project management, however the best options for you will depend on your project management requirements couple with the fastest return on your investment.
A simple approach that leverages “out-of-the-box” capabilities is to leverage Activities, for example Tasks. You could then use the power of Workflows and configure different levels of task automation around your service deliverables. You can also utilize Dashboards and create Project or Task specific Dashboards providing your project team with the visibility they need around their project task management.
For a more comprehensive project management option, you can incorporate a project management add-on for Dynamics 365 or the Power Platform, one that aligns closely with your project management needs and business processes.
CRM Integrated Project Management
There are five key areas you’ll want to focus on when integrating project management capabilities into your CRM solution:
Leverage your data.
You’ll want to take advantage of the data your team acquired during the sales process and make sure it is converted into a project record. Capturing and using that data will ensure the continuity of information, eliminate repetitious manual re-entry, and ensure that everyone is on the same page when you move on from sales management to project management.
Define your project.
Every project has a start and end point. Those points, along with project task milestones, will define your project. Capturing the necessary data associated with each step of the project will be essential when it’s time to evaluate your progress, report to your customer, and bring the project in on time and on budget.
Measure your progress.
Isn’t it true that you can’t manage what you don’t measure? You need a record of resources and time management for each of the tasks that comprise the project. The data needs to be readily available and easy to access. That will provide project team members with a real-time gauge of each step and the overall status of the project. That way, you’ll have a clear picture of the milestones and the overall progress against the budget.
Take advantage of project templates.
As you take on more projects, you’ll notice what guidelines and parameters work best with your tasks and deliverables. Create templates to reflect your company’s approach, processes, and goals. Taking the opportunity to create custom workflows for specific kinds of projects has several advantages. Defining parameters for specific project responsibilities will facilitate coordination and expedite the onboarding of future projects.
Optimize your resources.
Designate the project team for every project and then track the efforts of each team member. You’ll have an easy way to measure actual work hours against the estimated hours allotted for each project task. The visibility you gain into how resources manage time and tasks will help you adjust expectations going forward. You’ll have the information and insights necessary for more accurate estimates.
has worked closely with numerous clients who manage their professional services with Microsoft Dynamics 365 and the Power Platform. Consultants, software providers, biotech companies – really any organization engaged in delivering professional services to their customers. We understand how to quickly add more robust , the Power Platform, or as a standalone Project Management Power App solution.
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By Ryan Plourde, ForgeXRM,
