Making the switch to a different CRM platform can be daunting for any business enterprise. You must transfer all client data, collect your team’s buy-in, and deploy new processes. However, with the help of the correct approach, this switch does not have to be challenging at all.
Hence, before the transition, you need to verify whether your current solution is the problem. Businesses want to switch their customer relationship management (CRM) software for multiple reasons. But the most common factor is poor user-adoption.
If your team members are unclear as to why or how to leverage the solution, you should then not expect them to be eager participants in a switch. Because of this, the failure rates for CRM projects are around 30% as of 2017. CRM installations can sometimes not only fail to deliver the expected revenue but at the same time, they could also hinder your long-standing client relationships.
Switching CRM Solutions – When is it Necessary?
The primary purpose of an online CRM solution is to organize leads and keep your customer communication flowing effectively. When prospects are slipping through the cracks of your current solution you know there is continuous miscommunication. You must then consider receiving your money’s worth from the solution. But before you throw away your solution, take the time to investigate further into the source of the issues.
Complete an audit of your current process and solution. Does the problem lie within user adoption or the lack of standards on entering the data? Maybe the software lacks some key features that your organization requires. After understanding your key issues, you can make the decision whether you need to train your department on utilizing your current system properly, or simply tweak the solution. If not, you should begin to consider a new CRM platform.
For instance, if you tried out every different onboarding technique you could think of but your employees are still struggling to use the solution, it’s probably the right time to start over with a new solution. Make sure to include your end-users when selecting the best CRM software, during the implementation process. Start looking for a system that is user-friendly.
If you cannot afford your current system, or if you are paying more for features you don’t utilize, then it might be a good plan to cut down your losses and search for the solution, which is more suitable for every department to learn, plus be budget-friendly easily. Leaving your present CRM supplier could be costly, but making the transition is worth the effort if you are paying more for a solution that you are not using to its full potential.
When making the decision to update your solution, the main expenses you should consider is the amount of internal effort along with the time it would take to implement a new system. You should spend time on researching and selecting the best solution, import all necessary data, add in specific customization, and provide proper training to your entire company.
1. Keep All Data Accurate by Transferring It Over With Minimal Loss
Once you purchase a new CRM platform, it is now the right time to transfer all internal and customer data from your old solution into the new one. The objective should be to transport all information effectively while losing very little if any at all.
The more appropriate the data is, the quicker your staff can get up to speed. Create a game plan that enables plenty of time for both transferring data and training of employees. Make sure your customer support team leads the way on importing and exporting data efficiently, preferably before training starts.
If the solution is up and ready with the data intact, you have then successfully removed many of the barriers before you have even begun. Hence, as a result, you can focus more time on inputting new contacts, following new policies during training and reporting new sales.
2. Get Your Staff Members on Board From the Beginning
Your main objective is to search for an automated CRM solution that meets all your company’s requirements and ultimately makes your department’s job easier. Preferably, every member must be enthusiastic in order to successfully switch. The best way to increase this excitement is to include all your staff in the procedure from the beginning.
Assign some CRM specialists to lead every team. When managers take charge, the change becomes more official. For each team, describe how this switch will benefit all. You might also consider preparing a practice account first. Allow users to get their hands on the product through a demo or free trial before initiating the transition. This way, they can view how using this new CRM would affect them directly.
3. Encourage and Ensure the System’s Usage
Ensuring your employees use the new solution correctly is the most significant piece of the implementation process. Once team members are on board you should set the change-over date. Hence, schedule a go-live date and follow up daily meeting to evaluate CRM reports, and ensure your staff is developing good data entry habits. For instance, if your prospects are not entered properly, or follow-ups are not recorded, your management cannot identify the work, and your business could lose sales.
Ask your users how they feel about the new solution they are using. Then brainstorm ways to leverage the CRM software effectively to make their lives easier. Most significantly, ensure every user in each team has a designated expert where they can go when they have questions or require help while navigating through the new system.
When your current CRM software solution is not performing the way you have expected, your first task is to find out why. If customization and re-training fails to do the trick, then try transitioning to a newer and more efficient solution. Doing this could be daunting, but with a refurbished focus and following these tips for getting the whole team on board, it can turn out to be a smooth switch, which is worth the effort.
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