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CRM with a human face

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"Implementing CRM? Well, clearly, we are under the hood, now only controls and reports, "- about how most employees of companies, when they heard that soon the work will move to the CRM.The assumption is that CRM is a program for the manager and only his interests. This is not true. Think about how often you :

  • Forgetting to do a task or go back to some work
  • Forgetting to call a customer or forward information to a colleague
  • reassembled the data needed for the job
  • Asked for data from colleagues and waited three days for it
  • Looking for a co-worker responsible for a work delay
  • approached a colleague or boss, but were turned down because they were busy.

If ever, read on, organizing work isn’t just about reading books about procrastination and time management, it’s also a cool tool in your hands. And if it wasn’t, who the hell are you!
CRM with a human face

According to Insight Managing Consulting, 64% of CRM implementation success depends on the support of the organization’s employees. 42% of CRM problems are also due to employees. And you know, we’re not surprised by this statistic. It’s not that in 13 years of developing and implementing RegionSoft CRM we’ve seen it all, but we know the 3 main reasons why the CRM system and company employees end up on different sides of the "front".

  1. CRM is seen as just a technology solution. In the opinion of many users, it is just a program that has to do something, and which takes time to fill in the data. In reality, a CRM system is first and foremost about the people who use it and apply it as a tool. If you put a jigsaw on the table (even if it’s on), it won’t do anything but eat up the electricity. If you put it in the hands of a craftsman, you get a beautifully carved piece. Similarly, competent manager will squeeze everything out of CRM to get the most revenue, and lazy salesman only spoil the database with incorrect data.
  2. CRM is a sales program. Once upon a time, yes, it was. Now there are almost no such solutions, minimal "cover" sales and marketing tasks, advanced universal – and sales, marketing, production, warehouse, and so on. CRM today – a corporate ecosystem that simplifies the work of virtually every employee, reduces the direct communication, simplifies most processes. But to do this you have to think, try, refactor the processes. It’s easier to say, "nothing works, we put it there for nothing."
  3. CRM is a program for the boss to impose controls and extend draconian measures to everyone. That’s a lie : most CRMs have no physical or informational control features, such as input control, time tracker by minute, employee inactivity control, or web page visit history recording. All control is on the same level as without CRM: reports, logging of actions within the system, KPIs, etc.

These three misconceptions greatly "cool" interest of Russian entrepreneurs to CRM, form strange myths on an empty space and often become the reason for refusal of implementation.
Of course it doesn’t. CRM is primarily for the employees. What’s more, it helps them a lot.

Five lines of advertising
We’re against time tracking and all sorts of trackers at work – we’re for convenient work tools for employees. Our new ZEDLine Support cloud-based helpdesk – useful software for any helpdesk, internal and customer support. Creating your own portal takes only 5 minutes and its initial setup takes 10-15 minutes. Join us! Well, who needs CRM, it’s here – RegionSoft CRM

CRM is a friend of the company’s employee


It’s easier with customers


The main thing in CRM is to work with clients, in any aspect: whether it’s technical, whether it’s commercial. It’s convenient, transparent, informative, easier than without any automation. When an employee has CRM as a center of knowledge and actual information about a client, it is much easier to seem like a loyal company that appreciates, remembers and loves each client.
I can give you an example based on our own experience. Often in our office there are calls when people say: "We cooperated with you 5 or 7 years ago, but you probably don’t remember…". And in reply they hear: "Of course we don’t, Dmitry Sergeevich, we have CRM-system, I can even tell you when and what products you were interested in, how many times we talked by phone and what topics were discussed… But the employee who was your supervisor at that time, doesn’t work with us for 3 years already…" 🙂 🙂 And this is just the initial, basic features of CRM.
CRM with a human face
Customer card at RegionSoft CRM The upper block is all the customer information that you can theoretically enter and accumulate. The bottom block – operations, routine, and customer interactions. If you fill it all in, it’s almost like the coolest business comps 😉

Without delays and fakaps


The company’s image risks are reduced and the employee’s fear of being the perpetrator of reputational problems disappears. If a manager misses a meeting or forgets to call, it looks like incompetence of the company, lack of interest in the deal. What can you think of worse? CRM ensures compliance with deadlines, transparency of employees’ workload, sends reminders itself, so it becomes simply impossible to miss an event.
In addition, corporate calendars and schedulers allow you to see the workload of the colleague you need and respect his time or request some of his free time – such communication reduces conflict, but it does not formalize the relationship, because we are all used to calendars and plugins in personal life, they are not associated with a rigid working relationship.
CRM with a human face
The CRM desktop displays current to-do’s (we call them through-the-do’s because they’re not tied to specific dates), as well as badges on the Assistant panel – numbers that tell you where to go in the interface and what to do. And then there are pop-up reminders, SMS and email notifications. Try to forget!

Speed of work


The speed of work increases significantly. It only seems at first glance that entering data into the CRM system increases the time spent on operational work. This is a logical trick that CRM opponents use for their own self-serving purposes. In fact, everything works differently: once all the necessary information about the client is entered, which subsequently allows you to save time: the primary is formed on the basis of templates prepared in advance, literally in a few seconds, the incoming and outgoing calls are recorded and can be heard directly from the client card, corporate mail is organized and distributed to contacts and customers (at least in RegionSoft CRMexactly so).
But the main advantage of accelerating the CRM is not even in the operational routine, but in the fact that after mastering the CRM system increases productivity and reduces the life cycle of the sales process as a whole, and therefore there is a reserve for revenue growth. Indirectly, it affects payroll growth or bonus formation.

KPI


If you make an adequate set of KPI that are measurable and really depend on the efforts of the employee, CRM with a built-in system for calculating KPI would be an excellent motivator for the employee, because he will constantly have before his eyes the progress bars of target indicators and be able to redistribute their efforts to "knock out" the maximum rate and get the deserved bonus. Thus, you will get a mechanism for controlling the fulfillment of targets, both overall and for each subdivision/employee, and the employee can automate his work and be more efficient.
CRM with a human face
Our favorite KPI monitor at RegionSoft CRM – All the targets are right in the palm of your hand. The metrics themselves are customizable, and their number is limited only by reasonable limits.

Teamwork without fear and reproach


The CRM system is a form of teamwork. Its ability to do this is due to its software architecture: a single database provides information to the user interface of the salesperson, the sender, the marketer, the storekeeper, etc. Now the marketer or manager does not need to ask which product has sold the worst, and which is stale in the warehouse – he can get access to the necessary commercial information and draw conclusions, to build plans. At the same time, the work of the entire team is aimed at maintaining up-to-date information.
CRM with a human face
Group scheduler – practically a Gantt chart, you can see who is responsible, the degree of completion, deadlines, etc.
CRM with a human face
Throughout the three-week planner – a three-week view of the entire team’s workload going forward
CRM with a human face
Visual plan of an individual employee’s day, you can go directly from the planners

Employees use a single CRM system environment to share information, delegate tasks and work together on projects, so internal relationships become productive. The team’s efforts are united within the CRM as a customer relationship management tool, and this approach produces a synergistic effect that is not achievable through standard meetings-requests-discussions.

Those responsible don’t get lost


Perhaps the most frustrating thing about teamwork is looking for someone to blame for a lapse or delay in a business process. Employees start laying blame on each other, trying to shield themselves and blame their neighbor, and lubricate the process down to collective responsibility. CRM fights this trouble, too: the business process with a visual designer, complete logging of movements in steps, control of standard deadlines, interactive parameters – all this solves the problem of employee responsibility and work transparency at its roots. The process is logged and you can always see where there was a delay or stoppage.
So don’t be afraid of business processes even in small companies – they will prove useful everywhere and will make a significant difference in the order of the company.
CRM with a human face
Business process in RegionSoft CRM – easy to design, easy to manage

Company, let me steer


CRM allows every employee to feel like a ruler in the business process: the more knowledge your employees have, the more authority and power they have. Actual data accumulated and processed in a modern CRM helps to solve customer problems beautifully, for example, refer to the history of relations, return to the problematic issues, evaluate the customer not only in the plane of the current transaction, but also in the context of the history of interaction. From the outside it looks very cool and bribes. I am telling you this as a client – I can easily identify a company which has a good CRM by its communication with managers 🙂 And, of course, such an opportunity to "steer" is very motivating.

Effective method of work


Every savvy manager, working with CRM, becomes a bit of a scientist and experimenter. The software helps to track the sales process, receive and analyze data on transactions, on the basis of which there is an opportunity to form your own innovative style of communication with clients. Accordingly, you can identify the most productive behaviors and, using them, increase the result.

Replacement on the field


In the case of absence or dismissal of an employee, the transfer of cases to another colleague goes smoothly together with the provision of access to CRM. This tangibly reduces the risks in the event of a "bad" termination, employee boycott, etc. Due to the fact that the superadmin can easily transfer rights, negative processes within the team are extinguished and go into the interpersonal plane, without affecting the workplace.
The introduction of CRM is always associated with high expectations. Managers, and employees alike, hope that the CRM system will increase productivity, increase sales, simplify operations, and save money. All right, any change must be accompanied by expectations. Only you should not wait for the CRM, and from people who will work in it. Or better not to wait, and implement and do. Then the CRM-system will be much cooler than a horseshoe for happiness. Which, by the way, is also better to nail to the hoof and plow – then there will be luck and money! 🙂

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