CRM implementation is a question that ultimately every company will have to answer before it’s too late and their business is knocked out of place by other, more tech-savvy companies. It’s the main reason why everybody is talking about CRMs, BPMs, and other tools for automation of business processes; sales cycles in particular.
Customer Relationship Management, as boring as it sounds, is actually the glue that connects businesses with their customers; and when employed correctly, drives the sales up.
Selecting and implementing a CRM platform that suits your business needs and doesn’t overcomplicate your internal procedures can make or break your entire company.
Let’s take a closer look at what you need to look for when establishing a CRM with the goal to enhance the overall performance of the sales department. Taking into account all the nuances of sales teams operations in various industries, it’s not necessarily the most trivial task.
How to Improve Sales With CRM Implementation
Start with Business Analytics
Successful CRM system implementation starts with the detailed analysis of business requirements. Make sure to put all desired functionality on paper before proceeding with the actual implementation. The specification can be prepared by your system analysts or by business analysts employed by your development partner.
Look for an experienced team with senior business analysts who follow the time-proven procedure of identifying all existing pain points in your business processes and come up with the most optimal CRM implementation plan.
It’s not a rare case when a client comes with a specific request based on his own analysis. However, a qualified team does go the extra mile to review the client’s processes and make sure they are not missing any opportunities to optimize these processes instead of merely “migrating” them over onto a CRM platform.
Open-Platform CRMs Will Rule the World
The chances are you already use multiple sales tools, each handling a certain aspect of the sales agent-client interaction. Obviously, getting rid of all the data accumulated inside these tools is not something you will embrace gladly. Therefore, select a CRM that can integrate with your existing solutions.
The CRM should provide options for either migrating all data from the currently deployed sales tools or point-blank integrate with them and visualize external data in its dashboards.
In the former scenario, there is no need to keep maintaining a certain sales tool that feeds the data, once all data has been successfully migrated to the new CRM. The latter use case means that you can keep running your set of tools as you see fit: all data from them will become available in the new CRM automatically.
It’s great news if the CRM of your choice also runs a marketplace or some kind of an “app store”. This is where third-party developers can place their extensions and add-ons that extend the functionality of the CRM by integrating it with other tools and products.
Sales Means Scaling
Increased sales are the obvious outcome of deploying a new CRM. Implementation of a CRM that offers scalable architecture and can grow together with your customer base is a good decision. Besides, automating your marketing and customer service processes is another way a CRM platform can show off its scalability.
Automating all these areas of your business will directly reflect on your company’s bottom line.
It goes without saying the CRM selected for implementation must provide advanced security. After all, it will hold your customer data along with your legal paperwork, invoices, etc. Modern CRMs all provide data encryption, support of secure protocols (e.g. https), and other industry-standard security measures.
However, you should seriously consider security even before going live — at the implementation and deployment phases — and request that two environments are used: staging and live. Staging is for development and testing, while live or production is, well, for the actual work with your customers.
All CRMs provide several layers of access with restricted access rights depending on the role of the user. You should grant the access rights very consciously. For instance, only admin or owner-type users should be able to import all customer data from the CRM, not a regular salesperson, for obvious reasons. Financial reports should be available only to your accounting stuff, etc.
CRM Implementation Team
Knowing who will be working on your CRM implementation is another huge aspect of streamlining your sales processes. Often times the company that produces a CRM also offers customization and integration services.
You can try and implement the selected CRM by means of your own internal team. However, working with a development partner may result in considerable savings and overall better quality/price ratio. Many CRM systems require certification that presupposes deep knowledge of CRM architecture, etc.
It’s a good sign if the team you are considering has experience of developing some custom add-ons or plug-ins for a CRM. In order to do so, the software development companies usually undergo a complex certification process with the CRM issuer.
Working with a development partner certified with the CRM you are considering means you can get practically any level of CRM customization you need.
The delivery stage should include rigorous testing of all use-case scenarios for all user roles of the system. Our team goes through a complete workflow of a particular user type in order to verify all functionality and find any experiences that need fine-tuning — such as inadequate wording, unexpected transitions, and other confusing moments.
Support and Maintenance
It’s one thing to implement a CRM platform; it’s quite another to support it going forward. Modern CRM systems issue regular updates that enhance functionality and address security issues. It’s vital to work with a partner who can offer ongoing maintenance services to update your CRM instance on a regular basis.
Our team provides extensive training sessions to all users of a CRM: from admins to regular employees. All user trainings are recorded, so that you can refer to them later as necessary, for instance when hiring new staff.
Velvetech Recommends bpm’online CRM Implementation
Our preferred choice for CRM implementation is bpm’online — a well-known CRM that offers automation of sales, marketing, and customer service processes.
Flexible & Open-Ended
Bpm’online provides a wide array of integration options. Besides API integration, the CRM also features its own marketplace with add-ons and plugins that basically extend the functionality of other third-party solutions into bpm’online.
A good example is document management functionality offered right inside the CRM through a PandaDoc plugin, developed by Velvetech for bpm’online. The plug-in is available among other extensions on the platform’s own marketplace.
Bpm’online is also flexible in a way that it allows to continue working with your current tools if you are not ready to give them up for some reason. All the data from your sales tools will be pulled via API calls into the CRM so that you can build reports, review the stats on the CRM dashboard, and perform other basic data manipulation operations.
Bpm’online delivers top-level security and privacy that meet or exceed what is achievable with on-premises solutions. The bpm’online applications are hosted at the professionally equipped data centers. Availability and security of confidential data are ensured at multiple levels:
- Physical Security
- Connection Security
- Network Security
- Application-Level Security
- External Security Controls
- Security Policies
Bpm’online ensures data protection from unauthorized access and multilevel security. Therefore, bpm’online platform ensures an exceptional level of application security and stability.
Velvetech has a team of experts certified with bpm’online, who can perform CRM implementation projects of any complexity. The advanced certification level of our experts allows us to customize the CRM in every possible way and integrate it with any third-party solutions.
Velvetech also develops new “applications”, or rather add-ons and plug-ins, for bpm’online that help to consolidate functionality from separate stand-alone solutions into the bpm’online CRM.
Velvetech + bpm’online
Our team will be happy to help boost your sales in 2019 through implementing a CRM of your choice, e.g. bpm’online. Get in touch to get a free consultation on how bpm’online can optimize your current processes. We look forward to speaking with you!