In today’s digital landscape there’s an ever-accelerating demand for increased efficiency and effectiveness. As organisations evaluate new solutions to make their business processes simpler, they must consider the effective end-user adoption of every technology suite prior to implementation. User adoption is the crux of successfully implementing a CRM or ERP solution into your business. Successful implementation requires a careful evaluation of the tool, as well as its potential for end-user adoption.
CRM and ERP software is notorious for its complexity, but decision makers sometimes fall into the trap of focusing more on how the system performs on paper and less on how the software functions in practice. You should consider a more user-centric approach to implementation. If your project team does not involve end users from different departments in the development and testing of your software, the lack of employee participation will be reflected in the final product.
Microsoft Dynamics 365 is the next generation of intelligent business applications that enable organisations to grow, evolve and transform. By unifying CRM and ERP capabilities, Dynamics 365 delivers new purpose-built functionality to help manage specific business functions across Sales, Customer Service, Operations, Financials, Field Service, Project Service Automation, Marketing, and Customer Insights, in ways which have never been seen before. Microsoft recently announced that they will be releasing user interface improvements designed to unify and improve the Dynamics 365 interface. Providing a unified experience to your customers means a new way of doing business. One where the entire organisation delivers a seamless, personalised and relevant customer experience, no matter where the interaction takes place.
Managing the natural resistance to change and helping users foster new technology must be a planned and methodic process. For successful user adoption of the implementation, we recommend:
INVOLVE USERS FROM THE OUTSET
Give users a voice in the implementation planning process. With a real stake in the project, users will feel encouraged to invest time and effort into making the new technology suite a success.
Empower enthusiastic and influential individuals to evangelise the software. Instruct them to develop and implement a comprehensive user adoption strategy to encourage buy-in from their peers and provide solid support when challenges arise.
Develop a training project plan that includes key project milestones that reflect the critical dependencies and inputs to training development, such as conversion/migration, and system testing activities.
MAKE IT PERSONAL
Personalise your CRM or ERP database to align with your business processes and terminology – as well as passing the critical test of user relevancy. For example, you can adapt field titles, workflows and reports to fit your business’s way of working.
APPOINT A CRM CHAMPION
Select someone internally to assist with internal training – a go-to person who can manage user requests for future database customisation.
Adoption of new technologies requires a transition team that can develop an overarching plan, manage the activities as a coherent whole, and measure progress toward the development of a usable system. Driving adoption is a continuous cycle that doesn’t end after deployment. The team should begin these activities at the software selection stage and continue throughout the acquisition phase and after deployment.
Ready to see how a unified interface can connect data across sources, drive intelligent decisions and outcomes, and transform your processes from end to end – unifying the capabilities of CRM business software and ERP systems? Visit our website to test-drive our software or chat with one of our expert solution consultants.