Get your users on board
Updated on 20 Oct 2021
A CRM system is only successful if it is used by the people it was intended for. To help you manage the changes within your organisation that an introduction of a CRM system entails, and maximise the CRM user adoption rate, we’ve gathered a few tips that’ll help you get users on board.
1. Appoint a CRM ambassador
Start by appointing a person in your organisation who would act an ambassador for CRM. This person, also known as an administrator (super-user), can be responsible for creating routines and guidelines, ensure data quality, and follow up on users if they have questions or are doing something wrong.
When needed, this person can, for example, organise workshops that introduce best practices and document the results. This person needs to be an expert in the system and have a certain authority in the company to be able to carry out the CRM initiative.
2. Involve users from the start
It is in human nature to resist change. The reasons for resistance to change can be fear of the unknown, of having to do more work, and unwanted changes in daily tasks and routines.
You can remove all this uncertainty by involving the end-users from the start, by clearly demonstrating how the new system will benefit them, by asking for user feedback. Be sure to listen to the feedback and incorporate suggestions when appropriate.
3. Make sure the system is easy to use
SuperOffice CRM is supposed to make life easier for your users, not harder. Therefore, tailor the solution to reflect the way your users work and not the other way around. When you implement the workflows that bring results, your CRM solution will be easier to adopt.
Users hate interfaces cluttered with irrelevant information, so leave only the information your team will need today. You can add more later, if needed. In addition, make sure all the users have installed Web Tools.
4. Create a routine guide
A CRM routine guide outlines what kind of information and how the users should capture in the CRM system, as well as who is responsible for what. It also reinforces the actions and behaviours you want your end-users to adopt in order to achieve business goals.
Be sure to update this routine guide continuously to reflect changes, either in the CRM (possibly due to upgrades) or the new routines you have decided on. Learn more about creating a CRM routine guide.
5. Train your employees
Set aside enough time for training your employees. You will find a free gamified eLearning tool available in SuperOffice CRM. Just go to the Help menu, click What's new, then go to the second page and click Start playing now.
You can also contact our experienced consultants who will help you train your users. Feel free to contact us to learn more.
6. Reward users
Review how your employees have used the CRM system and think about rewarding those who use it well and often. The reward system is a great way to get all users moving in the same direction.
For example, you could look at how many outbound calls a user has registered in the system, how many leads he or she has converted into a sale, and how accurate their data entry is. Then you could reward the best user and make others know what they did to achieve this reward.
The fact that you’ve purchased and implemented a CRM system in your business is great! There are so many benefits that you’ll get from the solution.
The only thing you need to do now is to get your users to use it in the way that it was meant to be used, and in a way that supports your business processes.
Start with being a good example yourself, use SuperOffice CRM every day and adopt it to your daily routine. By following the six best practices above, we are sure that you will come far.
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