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15 Mar 2019

Four ways to ensure a successful CRM launch


CRM is a powerful tool that improves efficiencies, streamlines communications, and boosts your marketing and sales success. With its myriad of purposes, CRM can be one of the most impactful tools in your belt, but only effective if used properly! If you’re diving into a new CRM implementation, consider these tips as you seek maximum adoption and return on investment:

Be Consistent

Life and business strategist Tony Robbins says, “It’s not what we do once in a while that shapes our lives, it’s what we do consistently.” And, so it goes with CRM. Meeting the overarching objectives of your CRM depends on standardization. You’ll need to formalize expectations of your users, create a shared language for talking about customers, and of course, capture data in a consistent format for easy analysis. Many a business has identified a mission-critical reporting need that can’t be fulfilled because data hasn’t been entered with any uniformity.

SYNACT works with customers to define standards as part of the design process. We spend time mapping out your internal processes, defining words and phrases to leverage inside CRM that make sense to you, and write procedures users can follow to ensure consistency.

Designate an Internal Power User

No one knows your business better than you do! Realizing the power of CRM depends on aligning your business processes with technical capabilities. Chances are, you aren’t an expert in configuring and customizing CRM software. But having a CRM champion who is well-versed in how your organization is leveraging the tool will go a long way to ensuring your success. It’s inevitable that the organization will want changes in how the system supports your processes. Having a “Power User” on your team who can translate the business need into a technical requirement will create efficiency in the development process.

Our model is built on long-term strategic partnerships. While we still recommend that our customers have a Power User, the SYNACT team becomes intimately knowledgeable about your business as we support you year-in and year-out, reducing your risk as internal team members change.

Lead by Example

A comprehensive CRM is an organization’s one-stop-shop for key performance indicators. Whether you’re looking for marketing metrics, sales pipeline performance, or team utilization rates, CRM provides essential insights for managing the business. But if you don’t use CRM to manage the business, then your team won’t make using the system a priority either. There’s always a balance to strike but building CRM into your team’s daily routine is an important part of adoption. As a rule of thumb, ask questions about what you see in the system. Don’t let employees tell you stories about what’s happening outside of CRM when their activities should be recorded in the system. Your team needs to know that CRM is your primary tool for managing the business, so if it’s not in CRM, it didn’t happen!

SYNACT helps customers build dashboards that help you visualize performance at a glance. We make sure business leaders can see what they need quickly, whether at your desk or on the road… and since our customers’ needs are always changing, we’re there to amend reports in real-time to get them what they need, when they need it.

Call for Support

We get it. It’s hard to ask for help, but your CRM will not be perfect on day one. You will need changes to fields and forms, updates to dashboards, and help creating customized views… on top of the training and support needed to create confident users. Find out how to get help from your CRM provider and do it. If you have a partner that helped you implement, circle back with them and find out how they can help you make the most of the system now that you’re up and running. If you’ve invested in a tool that’s a bit more “off the shelf,” hop on the website, send a chat, or even better, call the 1-800 number and talk to a real person. In some situations, leveraging help may not come free, but it will be essential to your success. We tell companies to budget twice the cost of software for training and ongoing support!

At SYNACT, our all-inclusive service model ensures your team can reach out whenever needed, at no additional charge. Our service delivery team is at the ready anytime problems arise, but we also provide ongoing configuration support, write reports as needed, and provide unlimited, one-on-one, live training. Everyone learns differently, and SYNACT believes user-specific training is the keystone to creating confident users! If you are interested in learning how SYNACT can help your organization adopt the solutions you need to ensure the quality of your customer’s journey, get in touch by emailing Jordyn Woods at jordyn.woods@synact.net or click here.