Organizations dedicate tremendous amount of resources, time and money to customer relationship management (CRM) systems, expecting the results translated into the increased sales, better customer servicing and enhanced operating efficiency. The right CRM system can definitely help you to achieve these goals, however, sometimes after the successful implementation and adoption by the employees, organizations start to observe a decrease in the essential indexes as well as departments’ performance, or in the worst case scenario, companies observe that the staff are not using the CRM software at all.
Modern CRM solutions provide a variety of features designed to streamline different kinds of processes and tasks. But it’s essential to control whether the CRM tech deployed at your company is scalable enough to handle the load and whether it matches your business requirements. This will help you understand when it’s the right time to upgrade or foster a new solution in order to save time and money.
These six warning signs indicate that your company needs a CRM software upgrade right now:
1. Customer-facing processes are not controlled by CRM
The first wakeup call that indicates that CRM upgrade is a necessity at your organization is when communication with your existing and prospective clients start taking place outside of the client relationship management solution. In this case, you should consider fostering a CRM system that will allow teams to conveniently store, update, and refresh essential info and keep track of all customer-facing processes. The right technology allows you to not only overview the way your company interacts with customers, but also to adjust these processes so they better meet your audience needs which improves the overall customer satisfaction, boosting loyalty. Innovative CRM solutions collect each and every bit of critical data from multiple communication channels and store it in one secure place.
2. The lack of useful analytics
In most cases, CRM should handle the big amounts of complex data, but at the same time it shouldn’t be the only additional storage platform for your company data. Instead it should be capable of transforming this data into valuable analytical reports which help you uncover the overall picture of what’s going on with your business. Moreover, it should feature an option to forecast ongoing sales with options of more advanced customer segmentation, profitability estimates, and offer personalization based on customers’ preferences and needs. Analytics, data collection and forecasts provided by your CRM solution should be clear, smooth and easy to understand, so you can make business decisions based on them and expect more predictable outcomes. Modern CRM solutions also provide an option to visualize data for better user experience and shorter adoption timeframe. Data visualization helps companies better understand overwhelming numbers and transform them easily into valuable visualized reports.
3. You can’t have access to your CRM from mobile devices
In the age of digital technologies and mobilization, it’s a common practice for organizations from different industries to have access to essential data from mobile devices. This cuts the time spent on communication, redundant data entries and implications on additional costly hardware.
For example, CRM solutions like bpm’online provide an option to access information from mobile devices running all major operating systems for better communication as well as store data, manage customer information, track opportunities and much more.
4. Your staff is not using the CRM software
Due to insufficient user adoption rates, more than 50% of CRM deployment projects fail to deliver on the expected outcomes. And one of the biggest obstacles during the process of implementation is getting employees on board on a regular basis, not for a few weeks. If users tend to opt out from utilizing the CRM system, it may mean that this solution is not customizable enough for them or it is too complicated and therefore it doesn’t meet their needs.
Make sure your employees use the system in the most efficient way due to providing them with sufficient amount of trainings. This will help you to communicate the core benefits of the system and how it can help them with their day to day operations. Moreover, it will help you avoid the lack of internal support and acceptance which is a certain way of seeing the implementation falling short of predicted returns in the form of wasted costs and discouraged teams.
Fortunately, today’s CRM systems provide employees user-friendly interfaces, so they are not being distracted with irrelevant information or tasks. What’s more, these interfaces are easy to use for the non-technical people for increased likelihood of a successful deployment.
5. It takes you too much time to find necessary contact info
It’s a critical issue if employees don’t realize the entire set of capabilities of their current CRM solutions in terms of data management and navigation, but what’s even worse, the capabilities of some CRM solutions are doubtful and therefore the opportunities might be lost. If it takes you more than 10 seconds to find information about a specific contact, you should unequivocally consider looking for new CRM tech. The right solution will let you find the necessary information within a few seconds or less so you can spend your time on more valuable tasks.
6. You use too many additional tools
Many organizations use multiple software solutions for automating sales, marketing and service efforts, thus increasing costs and overelaborating the whole tech environment within the company. Advanced CRM solutions provide an option to center all these processes on one platform, which makes it easier to control and adjust the pipeline from lead generation to repeat sales or support. Moreover, this also lets organizations streamline the communication process between departments for more efficient and fast collaboration.
Additionally, today’s CRM technology allows for integration of third party tools, which in its turn reduces the number of errors while transferring data between systems to provide a solution that is maximally customized to company’s needs, requirements, size, industry and business model. Insufficient integration capabilities is another moment that indicates that you should upgrade your current solution.
This decision should be based on your company’s needs, so start a dialog with your employees to consider the pros and cons of pursuing an upgrade so as to understand how to act in the abovementioned situations.