Often a sales person will initiate a CRM implementation because they understand how it could greatly benefit you and your team. While this is a good idea, they need to make sure your owner or CEO understands the benefits. If your owner or CEO blindly agrees to have CRM installed for your team, your team may not be required to use the software. When only half of your organization is using Sage CRM, only part of the information is being updated or added and your CRM system is much less functional. This will cause your team to see the system as less useful and eventually revert back to their old habits.
When you have your owner or CEO involved with the CRM implementation, they will bring an understanding and influence that’s crucial to the success of the project. With the business head on board, the entire team will respect the need to adapt to the new system.
Starting small can have a huge impact on how your team learns the system. Often, businesses try to bite of more than they can chew by starting with a complicated, extremely customized system. Your team will be able to focus on learning and becoming comfortable Sage CRM one step at a time. Sage CRM is a very large system and trying to learn it all at once will be overwhelming even for the most computer savvy people on your team. Check out this article for more information on why starting small can have a huge impact.
Once your team understands what they need to do on a daily basis, make sure they are properly trained in the parts of Sage CRM they are expected to know and use. I recommend a very steam lined training, have your team go through a day or half a day training covering ONLY what they need to know for their daily use of Sage CRM. Once the training is over, make sure your team is set up and ready to use Sage CRM at each of their work stations. Require each user to send their manager an email confirming they can log in and able to complete each of the tasks covered in training.
In my experience, I find the best way to learn once you have been shown something is to do it. If the users are asked to log in right away and are given a list of items to complete, they are much more likely to remember how to use the system when they come to work the next day.
It’s critical for your implantation to make sure your team is accountable for putting information into Sage CRM. If your managers are checking up on their team by using reports and dashboards, those teams are more likely to make sure everything is finding its way in to Sage CRM. Manager reports and dashboards can be used to make sure clients are being taken care of, to make sure sales opportunities are being progressed and teams are using the task and appointment features of CRM to keep their calendars populated with upcoming meetings and phone calls.
Following these steps will make your users confident to navigate the system. They will not be overwhelmed by starting small, your CEO and/or owner will be invested in the project and your managers will be able to track your users in Sage CRM.