Why Use a CRM Consultancy When Implementing Your CRM?
No matter what kind of business you run, implementing a CRM correctly is no small feat. Sure, it may seem tempting to ease your way into any CRM by simply turning it on. But then, the wealth of features you’ll probably see before you might just make you hang up your hat before you even get started.
Working with a product like Zoho, which advertises itself as DIY, we see this kind of thing happen a lot.
And, we get calls about it weeks, months, or even years after the initial projects start. It’s still not off the ground, or No one is using the system correctly. People lose faith in themselves at that point.
Well, I want to tell you not to give up. Most CRMs are tricky to use correctly because they’re very powerful, and Zoho CRM is no exception to this. Play around with Zoho One long enough and you might get really confused at the array of 45+ apps. It’s not your fault. And, I believe software as powerful as Zoho should come with sufficient resources to help you along the way. Chances are you believe that too, if you’re reading this blog post.
With that in mind, let me tell you three ways using a CRM consultancy (like us!) helps greatly with proper CRM deployment. You may get some ideas of your own from this.
#1: Your CRM consultancy will make sure you’re using your system in the best way possible for your business.
Even with documentation, deploying a CRM and related business apps by yourself is at best a chore. At worst, it’s a show-stopper. With no one to help, it can be difficult to know if you’ve deployed your software the very best way. Tech-savvy team members certainly do help, but unless they themselves are CRM experts, that’s only one piece of the puzzle. Having someone on staff who has worked previously with the CRM you’re deploying is closer to what you’ll need – but, if they too worked with a faulty system in the past, they may not know the very best way to do things either. Your best bet at a successful CRM implementation is with a CRM consultant at your side. If you plan to deploy Zoho CRM, for example, you’ll want a Zoho CRM consultancy to assist you.
Ordinarily, using a CRM consultancy helps with figuring out the best way to use your CRM by exploring how you do business. That can involve everything from a business process analysis, review of current software systems and purposes, and interviewing key personnel to gauge their responsibilities. It also takes into consideration the business owner’s vision for the company moving forward, as this vision usually highly impacts how your business software is utilized.
Once this analysis is complete, your CRM consultancy will have everything they need to present you with a clear plan for moving forward, and you’ll have what you need to make an informed decision on what exactly you’d like to do, which parts of the plan make sense, and which parts need revision. It’s not a simple process, but it’s necessary for you to get the very most out of your new system.
#2: Your CRM consultancy will make sure you have a high adoption rate so you don’t end up with another failed project.
Even if your CRM is set up correctly, that doesn’t guarantee your staff will always use it the right way. We’re all human, but sometimes we find our customers’ Zoho CRMs set up in ways that actually hurt productivity. And, it’s not their fault! Those people did what they thought was easiest and best, and no one was there to tell them yes or no. And, of course, CRM usage (adoption) eventually dwindled because the CRM wasn’t deployed in a way that actually provided value to the users.
While a good CRM consultancy likely won’t recommend bending the rules of CRM to fit someone’s arbitrary desire, one can usually account for quirks by setting up additional reminders, workflow automation, and the like, to steer things in the proper direction. Setting up the system the right way ensures the CRM works better without needing additional customizations that end up bloating the system and making things more confusing in the long run.
Your CRM consultancy will be able to figure out the extent of the “quirks” during the business process analysis. They will complete interviews, and make recommendations. This is to set up workflow automation, reminders, or custom function that actually help your team’s performance and make them want to use the system more.
#3: Your CRM consultancy will ensure your system stays up-to-date and scalable, depending on your plans for the business.
Aside from helping to solve your current problems and make sure your new CRM has a high rate of adoption, the next-most important thing a CRM consultancy can do is make sure your system can also solve future problems. And, it’s not as if your system can anticipate problems before they come up all by itself. Rather, the system needs to be configured to act that way! And, the way a consultancy does this is simple in theory, but a little complicated in practice.
A good CRM consultancy will be able to predict what problems can come up based on how you already do business. They can help with how you plan to grow your business. To understand these parts of your business, a CRM consultancy will carry out interviews. They speak to key personnel to understand their current business responsibilities, current system duties (if any), and their trajectories in your business. Then, based on business knowledge, the consultancy will put a plan in place that accounts for those future problems.
Future-planning like this can solve problems as large as a planned change in your business model in five years and as small as how to organize the departments in your website chat widget once you ramp up your website traffic to a certain number per day.
Looking to the future
As proper deployment of your CRM leads to success for years to come, don’t take it lightly. You may have the time and ability to tackle your deployment head-on, but if you’re unsure, it’s best to contact a certified CRM consultant. Around half of IT projects fail to some degree, whether out-of-budget, working only partially, or a complete loss. You stand a much better chance of succeeding by putting your business sense together with someone who has CRM sense. Together, you really do have the best of both worlds.
On that note, will our worlds collide anytime soon? Contact us and let’s see if we’d be a good fit for your CRM system goals.