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There are many organizations where they can employ their own internal team to implement CRM. What if the organization’s IT team is small and doesn’t have the bandwidth to implement CRM? In such a scenario, the company will choose to consider an implementation partner believing that they will receive what they need in a cost-effective and highly functional CRM.
Certain implementation consultancies are cashing this opportunity and bleeding the enterprises dry who have signed a contract with them to implement CRM. This blog is helpful for those who are planning to collaborate with implementation partners and will give an idea about what needs to be considered before signing the contract.
The saga of miscommunication and misinterpretation
It’s quite common to misinterpret what a client requires. For example, let’s say the business needs an opportunity to duplicate with just a click, if the Business Analyst just makes a note of that point and asks developers to deliver it, that functionality will be done in no time, but the client might be dissatisfied.
Any idea why? The idea of duplicating as per the business meant that it would have the same opportunity, the same quotes and the same quote details (products included in quote). But this isn’t the case, right? Unfortunately, this happened because the BA didn’t understand what the exact requirement was, thus delaying the process.
A similar issue might crop up when you discuss your requirement with the implementation partner as both the parties need to be on the same page. If in doubt, do not go for the contract.
There are a lot of additional elements that must be bought while implementing CRM. Like- licenses, subscriptions and any third-party applications which support the business along with CRM. Let’s say, in your organization there are 500 salespersons who are going to use the new CRM system that is being implemented. So, ideally there must be 500+ licenses or subscriptions.
If the project is going live next year, and an implementer starts working now it is not necessary to buy all the 500 licenses or subscriptions right away. If they are bought next year, there will be a considerable amount saved. Spend every penny wisely.
Integration is done right
Most of the CRM implementations fail because of a bad integration incident. Before you venture into the path of CRM, make sure you get the details about integration that the Consultant or developer is using.
Spend some time learning about the right integration tools so that when the time comes, your existing applications are seamlessly integrated with the new system.
Documentation plays a key role in maintaining the CRM system
As far as my experience goes, certain organizations fail to get proper documentation from their implementation partners and are unable to document their requirements from the start. This poses to be a hassle when it comes to maintaining the system in the future.
The importance of documentation increases based on how complex the project is. It is extremely important, rather I would use the term, mandatory, to have apposite documentation for custom code (plugins and custom workflows), web resources and workflows as they are run behind the scenes.
Get full access to code
I cannot stress enough about the importance of an access to all the codes written by the CRM Consultants or developers by the business. It is necessary for maintenance or future enhancements or improving capabilities, just in case you want to switch implementation partners.
Getting it right the first time
We have spent a substantial amount of time in the field of CRM implementation to understand that it’s just not about checking a few items off our list. It’s about ensuring that there is a list, to begin with, and each item is handled with priority. We aim to get it right the first time.
If you are a business that appreciates this kind of an approach, then we can Connect Soon.