White Paper- 02 CRM Encouraging User Adoption

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1 White Paper- 02 CRM

2 Table of Contents 1. Importance of User Adoption Benefits of User Adoption Accurate Data and Results Detailed Customer and Case Reports Mobility Improved Communication and Enhanced Collaboration Personalized Customer Service The Factors Behind Poor User Adoption Lack of Management Plan The Application doesn t Help your Organization Insufficient Training Missing Executive Sponsor Confusion or Frustration while Learning Improving User Adoption The Boss should use it Train Managers to Train their Teams Software Introduction in Phases Make Users Accountable with Reporting Requirements Using the Right Tools Improving The Training Experience Choosing the Right Partner for Training Training in Phases Personalized Training Follow-up and Experience Sharing Re-training Conclusion About Microsoft Dynamics CRM About MetaOption LLC

3 Most of the times, deploying a new software solution or a new technology could be a matter of trouble for your business employees. However, the percentage of employees that happily adopt a new software or technology varies from one business organization to another. And hence, the user adoption rate is also different for every business organization. It may sound a difficult task to identify a right business methodology, which could be right for your business organization. In this white paper, we bring you an in-depth analysis of all those activities, being followed by business groups for empowering their employees to leverage Microsoft Dynamics CRM. It includes various important strategies, which your business needs to follow for driving high user adoption rates for Dynamics CRM solution. IMPORTANCE OF USER ADOPTION It is a well-known fact that investing in a customer relationship management solution is one of the best and smart business strategies, your organization can follow. If implemented properly, a CRM can help you in generating quality leads, increasing sales and providing top quality customer service & support. Following which, it is more than a necessity that the percentage of employees that happily adopt a customer relationship management solution is high. Customer data is one of the most precious assets of any business organization. With a CRM solution, your business organization s sales, marketing and customer service teams can access, correct customer data at the time of need, without any hassle. Benefits of User Adoption Microsoft Dynamics CRM is one such innovative customer relationship management software, which doesn t need any introduction for small, medium and large business organizations. It is being widely used across all business sectors across the globe. Here, we bring you top five benefits for getting your sales, marketing and customer service teams, involved with your Microsoft Dynamics CRM software solution. Five benefits 1. Accurate Data and Results Microsoft Dynamics CRM provides in-depth insights and analytical data, helping you to efficiently track marketing and sales efforts. With the robust reporting features, you can efficiently improve cross-sell and up-sell opportunities, with identifying new business opportunities for continued growth. 03

4 2. Detailed Customer and Case Reports Business owners can record all communication initiatives with prospect customers, in the Microsoft Dynamics CRM solution. The complete historical information about prospect customer or existing clients help businesses to improve their sales and marketing strategies, with providing top quality customer services. Microsoft Dynamics CRM ensures that your businesses prospect clients are always updated with the latest promotional offers and information. It further reduces the probability of losing a potential customer, because of poor follow-up on their inquiry. 3. Mobility Microsoft Dynamics CRM is an advanced CRM solution, which can be accessed in the online as well as offline mode, from mobile devices. This empowers your sales, marketing and customer service teams stay connected with the CRM system on-the-go. 4. Improved Communication and Enhanced Collaboration Microsoft Dynamics CRM enhances the collaboration between sales, marketing and customer service teams. With streamlining the communication and data sharing capabilities, this CRM solution empowers your business employees to save their crucial time and optimize efforts that yield results. 5. Personalized Customer Service Microsoft Dynamics CRM helps businesses to provide top quality customer services, which helps in retaining customer and building profitable customer relationships. With the powerful analysis tools, accurate sales and marketing data and quick customer information, you can better address specific customer needs with greater accuracy. THE FACTORS BEHIND POOR USER ADOPTION The deployment of a new business software solution can be scary for your business employees. Your employees might also resist the implementation of new tools and technology, and would prefer using old systems or activities for customer relationship management. For increasing user adoption rate, you need to understand the main reasons behind the resistance. Below mentioned are five most common reasons of poor user adoption rates. 1. Lack of Management Plan Deploying or implementing a business software solution without proper training or management plan would result in a failure. No or less knowledge of tools and functionalities, won t allow your employees to grab the best returns on the investments made on the software solution. 2. The Application doesn t Help your Organization If the application is not customized to work according the needs of business organization, the user adoption rate will not be good. Any business software solution or application, which doesn t feature familiar or simplified user-interface, doesn t include meaningful reports or doesn t organizes crucial data into meaning information, would be a failure for the organization. Your employees won t spend any more time in understanding its functionalities or working. 04

5 3. Insufficient Training With Insufficient or no training of the software solution, your business employees would be confused about the usage and functionalities. As a result, they would use the software improperly or maybe they avoid using the software permanently. 4. Missing Executive Sponsor If the senior management or the reporting managers won t support using the software, the employees would automatically avoid using the same. 5. Confusion or Frustration while Learning Giving too much information or training to your employees all at once can lead to confusion or frustration amongst them. The training program should be conducted without applying any additional work pressure on your employees. Employees who are afraid of committing any mistake would definitely avoid using the software solution. IMPROVING USER ADOPTION First of all, your business organization needs to select the right path, and prepare an efficient strategy for Microsoft Dynamics CRM implementation at your working base. All you need to do is hire a Microsoft Gold Certified Partner, which has strong experience in working upon Dynamics CRM implementation projects. Enhancing Business Growth...! A Microsoft Certified CRM consultant will develop an effective management plan with building trust and credibility into the new technology. It must be noted that a successful CRM deployment would definitely contribute in enhancing user adoption of the Microsoft Dynamics CRM system. Below mentioned are top five ways of increasing user adoption of Microsoft Dynamics CRM. 1. The Boss should Use it Before implementing the Microsoft Dynamics CRM solution, you should share the reason behind choosing this innovative customer relationship management software with your business employees. You need to share, what you expect from this solution and the employees, who use it. The top-level management officials and bosses or managers should use the Dynamics CRM solution and also must ensure that the employees are using this solution, as instructed. 05

6 2. Train Managers to Train their Teams You must train the reporting managers first, so that they can better train their teams. Once the manager is aware of the added benefits, features and functionalities of Microsoft Dynamics CRM, they will better encourage the team members to use this solution. Their learning experiences would build an excitement about the technology, through the organization and would also help in increasing user adoption rate. 3. Software Introduction in Phases It is always good to introduce any new software or technology in phases to your business employees. You must give relevant examples at each and every step, about how the software solution is going to help tin day-to-day business activities. Allow them to spend time with the functionalities and features of the solution and ask question. Don t pressurize them to learn the software solution in one introductory session only. 4. Make Users Accountable with Reporting Requirements Microsoft Dynamics CRM features powerful and robust reporting features, which empower the management and individual users to extract any type of data, based on any criteria. The management can access data in real-time and they could easily know who is using the software and who is avoiding it. In this way, your employees would be more accountable and they would use the software solution. 5. Using the Right Tools If you are planning to deploy an on-premise version of any software solution, you ensure that the hardware on which the software is going to be launched is capable enough as well. While deploying Microsoft Dynamics CRM at your working base, make sure that your hardware infrastructure is efficient to support this innovative solution. You need to provide mobile devices to the sales teams, so that they can easily access Microsoft Dynamics CRM Mobile App onthe-go. For Dynamics CRM Online users, make sure that the internet connectivity is strong enough to access a huge database without any lag. If you are successful in providing good usage experiences to your business employees, the user adoption rate would be definitely high. MetaOption LLC did a great job for me. I appreciate the timely & the professional manner in which they handled my Dynamics CRM project. I would highly recommend them and I will use their services again. Eric Galvan, CEO Commerce CA, 90040, USA I ve worked with MetaOption on two occasions now. In both cases the team has strived to make sure that we (the client) are happy. I plan to continue working with MetaOption in the short term and long term future. Chris Marsh, President We have been working with MetaOption for last several years and they have always been top of their game. They are innovative, accurate, on-time and on-budget. Pixfusion 06

7 IMPROVING THE TRAINING EXPERIENCE Improving the training experience would definitely help in increasing the user adoption rate. Training and teaching your business employees about how to use the software solution properly would help you in achieving your goals and getting the best returns on your investments. Below mentioned are important tips for improving the software training experience. 1. Choosing the Right Partner for Training A Microsoft Partner is the best resource for providing Dynamics CRM training to your sales, marketing and customer service teams. You need to hire a Microsoft Certified Partner for ensuring that a proper training is given to your employees. A certified partner will make sure that Dynamics CRM is implemented in the best manner that suits your business organization needs. 2. Training in Phases Don t overload your employees with too much of training or product information, all at once in a single session. Let your team understand how Microsoft Dynamics CRM can help them in improving productivity, automate complex business operations and develop profitable customer relationships. After which, you need to teach them how to accomplish their individual tasks, but not in one single training session. 3. Personalized Training Personalized training experiences have been found beneficial in increasing user adoption rates. You need to customize training sessions, for sales, marketing and customer service teams, individually. You must make sure that each team or individual is provided with training only on those functionalities, which they need to use in their day-to-day business activities. 4. Follow-up and Experience Sharing Encourage your employees to share their experience and feedback regarding the training. Their feedbacks are sometimes very helpful in knowing whether your team has understood all the elements of the software solution or not. Always have a follow-up to know whether your employees still have any issues, questions or concern regarding the software. 5. Re-training With every new version update or addition of a new feature or functionality to Microsoft Dynamics CRM, you need to organize an additional training session for your business employees. Also, new employees would need training, either from old employees or directly from the Microsoft Partner. If needed, you must organize re-training sessions for your team. 07

8 CONCLUSION In this whitepaper, we have discover several common reasons behind poor user adoption of any technology of software in a business organization. We also came across few beneficial ways, which can increase the user adoption rate of the technology or software amongst employees. By following the above mentioned beneficial tips and ways, one can get in-depth insights and answers that will help in increasing the user adoption of Microsoft Dynamics CRM. Every business organization experiences some level of resistance while implementing any new business software solution. Teaching any new technology or software solution to your old employees is not a tough job. However, while implementing Microsoft Dynamics CRM, you need to make sure that your entire team utilizes the advanced functionalities added to this solution, for automating all their complex day-to-day business processes. All you need is expert support and consultation from Microsoft Certified Partner. Using Microsoft Dynamics CRM properly will allow you to grab increased quality leads, with the information provided. It is an all-in-one customer relationship management solution, which can help you in gaining productivity, reducing operational costs and identify new business opportunities. 08

9 ABOUT MICROSOFT DYNAMICS CRM Microsoft Dynamics CRM is an innovative customer relationship management solution, which is being used by numerous small, medium and large business organizations around the sphere. Added with three advanced modules; Sales, Marketing and Customer Service, Microsoft Dynamics CRM can help your business employees in automating their day-to-day business activities, increase productivity by adding and retaining profitable customer relationships. It acts as an advanced collaboration platform, where your businesses sales, marketing and customer service teams can collaborate in real time to have a 360-degree of customer database and work together towards building profitable customer relationships. ABOUT METAOPTION LLC MetaOption LLC has been successful in helping various business organizations in implementing Microsoft Dynamics CRM solution without any hassle. With a great combination of in-depth knowledge, vast experience, proper training and consulting, MetaOption helps your business to achieve full user adoption of Microsoft Dynamics CRM Solution. We proudly hold the Microsoft Gold Partner Certification, which proves our expertise and knowledge of working upon Microsoft technologies. We have 10+ years of huge experience in providing complete Dynamics CRM Services to various business organizations and enterprises, helping them in improving overall performance & productivity and unlock new revenue opportunities by acquiring, growing and retaining profitable customers. Our clients leverage our experience and vast knowledge of the Dynamics CRM platform to build strong customer relationships at the right time. We have been successful in helping various business groups to leverage Microsoft Dynamics CRM Solution for improving their sales, marketing and customer service initiatives, with building profitable customer relationships. Please address all inquires to..!! crm@metaoption.com Visit: Reach Our TOLL FREE: