* This article is part of a White Paper called “The Migration Survival Guide for Microsoft Dynamics CRM 2015”
Dynamics CRM is not an ‘easy’ tool but it is a comprehensive one. Customer relationship management solutions have a profound effect on the productivity of sales, marketing and contact center representatives and are at least as fundamentally important as ERP (Enterprise Resource Planning) software platforms.
Thus if the introduction of the 2015 version creates apprehension and leads to users leveraging ‘cobbled together’ in-house workflows and reports, then the whole purpose of the deployment may be defeated.
These quick tips provide some insights into what can be done to ensure employees use and adopt MS Dynamics CRM 2015.
Challenges in Migrating from an On-Premise System to Dynamics CRM Online 2015
1. Provide a Clear Set of Goals You Expect to Achieve from the Deployment
There may be resentment brewing within a company if the employees who rely upon the CRM to get the bulk of the work done are suddenly forced to use an alien and possibly complicated solution.
This antagonism is dangerous for the adoption rate of the software. The best way forward is to set Specific-Measurable-Attainable-Relevant-Time-bound (S.M.A.R.T) goals for the newly implemented platform and share these with the workforce.
Since these goals and objectives obliquely justify the migration and make users feel included, they can soften consensus towards the Dynamics CRM 2015 and create enthusiasm in terms of using it to achieve bigger, better feats.
For example, if a S.M.A.R.T goal is to boost the productivity of on field reps by 7% over the next 3 months, the employees concerned may actually be driven to leverage the improved mobile apps and tabs which can enhance productivity by up to 15%.
2. Provide Online Guidance and Performance Support
It is important to gradually break the ice and introduce users to the easiest features first when orientation is under-taken.
Performance support also plays an important role giving employees the much needed confidence that they can navigate the new system on their own.
A number of tools, the premium of which is WalkMe can be set up to provide customized on-screen guidance with tool-tips and short engaging, relevant demonstrations (called WalkThrus) to allow familiarity with the Dynamics CRM 2015 platform to build up before the more advanced features are pushed for adoption.
3. Go for a Migration uUpgrade
This is relevant for every business that has data to lose. In a migration upgrade the CRM 2015 media is installed on a separate database leaving the original operational database as is.
Once the upgraded system starts running smoothly and to full capacity, then the users are gradually shifted to the new ecosystem. What
this does is two-fold:
- It allows the existing CRM to stay operational as a fall back option giving users more confidence.
- It doesn’t interfere with the everyday work and duties of employees creating backlogs and delays.
- It takes considerably less time to shift to an already running platform than one in which the kinks and bugs still need to be ironed out.
4. Go for a Phased Roll-Out
To further cut down on inconveniences and to mobilize some support in favor of the Dynamics CRM 2015, a phased roll-out should also be adopted.
This involves identifying the technology leaders within the workforce and shifting them first to the new ecosystem. These individuals can try it out, form a positive opinion and then evangelize the software to their peers.
A strategic win, an important operational upside of the phased roll out is improved efficiency during deployment since small batches test drive the solution in relatively low stake environments instead of massmigrating everybody and creating a chaos.
For example, an organization may encourage marketers to test out the lead scoring feature within the Dynamics CRM 2015 even though it is traditionally a sales tool.
Marketers do require rudimentary scoring before handing prospects off to the sales department and this practice though useful isn’t critical to their department. This arrangement scopes out the ability of the platform without endangering important data.
5. Empower Users with Mentors
Even if extensive training sessions are not possible or financially feasible, it is always a good practice to engage Dynamics CRM 2015 mentors who can provide email and ‘chat’ support on an as- needed basis.
These consultants do not charge as much as full-fledged instructors but do provide early users with someone to fall back upon and seek advice from. The impact is not noticeable in terms of the ‘regular’ features and their gradual adoption but where advanced or new features are concerned, availability of a live source of expertise can improve usage considerably.
For example, the prospect of a mentor may actually drive users to experiment with business workflow branching – an excellent addition to CRM 2015.
6. Point Out Features that Can Improve Targets Attainment
One of the most potent ways of spreading Dynamics CRM 2015 goodwill is to stress on the features that can help sales representatives hit targets and quotas more efficiently and easily.
For example, the newly included Sales Product Taxonomy can suggest products customers are more likely to buy based upon item relations and past purchase histories. Imagine the ease with which a sales rep can close a successful call with an existing client by recommending an up-sell that is spot on!
Dynamics CRM 2015 comes equipped with bells and whistles which make selling easier and realizing they exist is a great way to drive adoption.
This article is part of a White Paper called “The Migration Survival Guide for Microsoft Dynamics CRM 2015”
Claim your free copy by filling the form below.
The White Paper covers a range of topics including:
Chapter 1: Top 5 Challenges in Migrating to Dynamics CRM 2015.
Chapter 2: Six Data Backed Tips to Make Users Love Dynamics CRM 2015.
Chapter 3: Five Tools You Must Know About that Will Make Migrating to Dynamics CRM 2015 Effortless.
Chapter 4: The Checklist to a Successful Dynamics CRM 2015 Adoption.