You’ve decided on your technical solution. Now you want to choose a CRM partner to help you make it happen. This decision is at least as important (if not more so) than the technology decision.
There are few really bad CRM technologies out there, but there are some ‘CRM experts’ who can make the technology really bad - they create the nightmare from your dream business solution!
Deciding whether to select Microsoft Dynamics CRM / Microsoft Dynamics 365 Online or On Premise is probably one of the most important technical decisions in your project. And, it is not as simple as deciding how much involvement you want your IT team to have, how much time your IT team have, or that because you need access from outside the office, you have to have Online, or because your data must be kept secure you have to have on premise.
Nor is Microsoft Dynamics 365 Online the only way to get a Cloud solution.
On 1st November 2016, Microsoft will launch Dynamics 365 in the United States. From an ERP and CRM software perspective, Dynamics 365 is mostly a change to branding and bundling. So how will the focus change from CRM, and particularly CRM Online, to Dynamics 365 affect you?
This week I have been working with an interesting client. This client creates orders in CRM and needs the information in Xero (their accounting package) for invoicing. There are many ways of solving this problem. Working with the client, we have reduced the time taken per order by about 30 minutes. At a nominal $50 per hour that is saving this client about $5,000 per month in time alone. Additionally we are saving paper (about a ream per month) and printing resources.
Their process at the moment is
1. Enter the order in CRM
2. Update the status to fulfilled
3. Run a (custom) report
4. Print the report
5. Scan and email the report to another user
6. Second user rekeys the data into Xero
This is the process that was recommended to them by a previous CRM contractor.
From next week their process will be:
Too many CRM projects fail and in doing so, the business experiences an overload of wastage – mostly time and money.
Time spent fixing the problems could have been avoided very easily and the money that has walked out the door in lost sales…well…
This leaves the people, from the CEO to the end-user frustrated, confused and frustrated again.
The major reason for the failure particularly after the project goes live is because users do not use the solution. Users do not use the solution because, to them, its better the devil we know; however, this doesn’t help your organisation move with the fast-paced market that you are in. And as a result your organisation will certainly not be getting the expected return from the business intelligence that the CRM solution is expected to deliver.
If this is you then it is time to ask again what your CRM Solution is meant to do. What results do you want from it?
Opsis is an expert CRM consulting company. We are not an IT company, nor a management consultancy, although we often work with both of these. Our focus is wholly CRM, and particularly Microsoft Dynamics CRM. We are based in Sydney, NSW, with clients in Sydney, Canberra, Melbourne, Brisbane and across Australia. Our range of CRM services include CRM strategy, CRM scoping, CRM implementation, technical support and CRM training.