|A deep dive into who needs a CRM Rescue, what it is and what is done during the Rescue services
Working with CRM systems for over 20 years has led to many interesting discoveries about how organizations and individuals working for those organizations use CRM. Often when we’re called to evaluate an existing implementation, it falls into one of these 3 categories:
- System Upgrade
System upgrades occur when the existing base system, or features, have been superseded by a new version and the organization is looking to replace their old system with the newest build. This presents all kinds of opportunities for discussion, as many times new systems bring new features and without a proper partner to guide users, can be overwhelming.
- Enhancement and/or extending
In this scenario, the system is working (relatively) well, but there is more that the users want to do with the system. This could be anything from adding a Line of Business (LOB) application into it (such as using the platform to manager vendors or parts – something it can do but hasn’t been configured/customized to do so), to surfacing CRM data onto the organizational webpage for customer self-service and/or event registration.
Finally, the ‘Other’ category pretty much covers everything not previously outlined. This can be anything, but the top 5 things that we’ve seen include:
- The system is broken
- Features are under-utilized
- There is missing information
- There is too much information
- Reporting is inaccurate, unavailable or just not there
- Adoption issues
In all these scenarios, there often exists a high frustration level with the users, and likely the organization as the system doesn’t do what they want it to do.
A CRM Rescue is unique offering that is specific to number 3 and while it may incorporate aspects or all the other two points (upgrades and/or enhancements), the specific goal is to fix what’s wrong and overcome that SPECIFIC issue to get up and running as quickly as possible.
Of course, there might be systemic issues that need to be resolved either up or down-stream, but we always treat those as separate issues to be addressed after the immediate problems are solved.
A recent example of this when a customer said that they had sales users using the system, but management was unable to track the progress and status of sales. The information was all there, but they didn’t know how to access it, specifically by the stage of the opportunity.
Our team worked to create a dashboard that was available at the management level that could be segmented by sales stage, and we trained them on how to use the dashboard by drilling down on it and creating follow-up activities to accelerate the sales – resulting in swifter close times and easier escalation of problematic issues requiring approval.
Often, as the previous example highlights, Adoption is a key element. Adoption covers so many things that it is hard to outline exactly everything that might fit in it, but it is one of the leading causes of the 20% to 70% of CRM failures – and it can happen at any time, not just after initial deployment.
One organization we recently worked with had been using CRM for quite a few years, but lately, the users were barely using it and management was wondering how they could get users re-engaged with the system as they had orders and follow-up was inconsistent.
We worked with the team, both management and the users, as well as conducted a system audit to understand what was working and what wasn’t. It turns out that the system had started throwing random errors a few months prior related to one of their integration points and the Outlook integration stopped work so users had essentially given up on it. After fixing the integration and resolving the Outlook, we scheduled a training session with new features, reporting and dashboarding that resulted in the organization getting what they needed in and out of the system and we even worked up a roadmap that will get them up and running on the latest version with a critical new feature that they were hoping to benefit from.
Your business is UNIQUE – and 7Ones’ CRM experts are too, and our METHODOLOGY keeps you moving forward
We thoroughly understand the technical side of Microsoft Dynamics CE/CRM, but we go beyond to take the long view to bring your business vision to life. Unlike other companies who fix a technical issue and call it good, we go deeper to expand the solution for broader user adoption. Whether it’s a review and recommendations, an initial analysis of requirements, or a full reimagination and replacement, we help you get the maximum benefit from your CRM investment.
7Ones professionals balance the traditional TIME-MONEY-QUALITY equation, never sacrificing a quality result.
We know you need to get up and running quickly without taking a step backward. We identify your goals and objectives to keep moving forward.
We know the system so thoroughly that there is no need to start at square one.