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June 5th, 2020 by

Being a part of many successful CRM implementation launches, and observing many that weren’t successful, we have learned what it takes to make a project successful. Our team has collected some general guidelines that can help increase the chances that your project will be successful. If you are planning a CRM Implementation project in the future, here are some points of consideration that will aid you in making it a success:

1. To begin, create a clear definition of your needed and desired CRM project outcome. Knowing your desired outcome is reflected in the famous saying, “Begin with the end in mind.” The importance of knowing what you want cannot be underestimated in its value when tackling a new project. We can discern quickly when a customer doesn’t spend enough time on this step. Make sure you think through the business processes that you are currently using and consider what you plan to be using going forward with a new CRM tool. The more you think through your project end goals, and how your team wants to get there, the less likely you are to incur additional and unexpected costs from scope changes or scope creep during the process. This clarity and focus will assist you throughout the entire project life-cycle, ensuring you actually end up with the tool you wanted to have in place.

2. Ensure commitment and buy-in from your internal team, especially leadership stakeholders and those who will be responsible for implementation. The idea of a putting a new CRM system in place is often different than the realities of doing so. If you have ever been a part of organizational change with a group of people, you know this not always welcomed by all involved. Not only is it important to have a Project Champion on your team, it is imperative that you have support from the top leadership down, both in word and in deed, that is, they become part of the whole process and adoption. People will follow those who lead, if it is done well and comprehensively. Some people adapt quicker to change, or welcome change, more easily than others. When implementing a new CRM system, it is as important to engage the champion users, as it is those who might struggle with change. The more buy-in and support you have, the greater the likelihood you will enjoy the success of change once the project is complete. Most people have to see what is in it for them; so implementing change from that standpoint is very important.

3. Have a planned budget that accounts for your entire CRM project needs. There are always unseen costs in new initiatives. Plan for those unseen costs with the understanding that it is common for a project to come in somewhere in the range of 10% under, or 10% over the original budget. In addition to planning for overage, understand there might be things your team realizes during the project life-cycle that motivate a change request or an additional set of desired features. Sometimes it is difficult to see the art of the possible, until you are already immersed in the project. If you didn’t budget for the unexpected, be prepared to say, “No,” until you have a budget for the additional items later.

4. Carry clear understanding of the variety of internal resources needed on your team for successful CRM implementation. Sometimes customers can help their project success along by planning for the internal resources on their side that will be needed to launch a new project. Understanding that your team and resources’ availability has such impact on the success of a project is important and can help frustration not to build when resource availability becomes thin at certain points of the project. The following resources should be considered and planned for in any CRM project implementation:

– An infrastructure and hardware that is supported by the new product, compatible with the product and up to date.

– A project team, including IT, with dedicated time, expert knowledge and empowered to be successful.

– Security barriers managed to allow access to your company’s hardware and enables work to be completed efficiently and timely.

– A realistic change management plan in place as part of the CRM implementation.

5. Dedicate an Internal Project Champion to spearhead project and accompanying change management. When everyone’s schedules and energy are pulled in many directions during the project, it is important to have an internal person with the bandwidth to champion and drive your project along. This person will serve as the point person, and often times your team’s project manager, and is a very important change agent in the project launch experience. Making sure this person has the ability to dedicate energy, time and focus to your new project can make all the difference in a project’s success. What that means, in reality, is making sure they have the time and resources available to perform this role without it being a second job or an additional load that is unbearable.

6. Set a realistic project timeline that accounts for other organizational plans happening simultaneously. Picking the timeline with a realistic completion deadline is one of the most important considerations to make when planning a project. A timeline that is too short can cause unnecessary stress and can set up a situation that is untenable for even the best project teams. No matter how much planning you do in advance, it is impossible to account for every risk or issue that may arise. In addition, it is important to consider other initiatives going on within your company, and plan accordingly. Many companies will plan a project around a particular event or relative to other dependencies. What often sounds good in theory can often turn into a greater challenge than anyone accounted. Choose a timeline where your change management can best succeed all around.

7. Have a clear Training and Implementation Plan for end users that will ease their apprehension of the changes that are occurring. When you are dealing with people, any kind of change can feel threatening, especially if it is change you did not choose and are not controlling. Planning for the kind of change a new CRM system can bring requires being intentional and making sure you have accounted for its timing and impact on daily work processes. This is an area that you want to neither shortcut nor belabor. Many times we see changes that come with a new CRM system impact various groups within the same company differently. Therefore, the training required for each group can also vary. If you do not plan enough training, people will not be comfortable and will possibly avoid using the system, and if you plan too much then it could be difficult to keep their attention. Expert trainers are well versed in helping plan the right amount for your team; and because this is their area of expertise, they can be a true asset to making sure you have the best plan for success in place.

When beginning a CRM implementation project, it is so important to plan for success. That doesn’t happen on its own. Having a team that is dedicated, insightful, and engaged, and also one that follows seasoned best practices can be all you need to produce your desired outcome! Happy planning!

IF you would like to learn more tips, or have a CRM topic you would like us to write about, please contact Simplesoft Solutions, Inc.

Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Users Group Events. Don’t miss an update, subscribe to our blog.



Simplesoft Solutions, Inc. is a customer relationship management (CRM) business consulting and software development firm in Cincinnati/Dayton OH surrounding areas. We provide implementation, integration, development and training for Infor CRM (formerly Saleslogix). We have built our business on an ability to creatively adapt CRM to meet the varying needs of our customers’ businesses. We have been helping our customers develop stronger relationships with their customers through improved sales, marketing, customer service, and support processes since 1994.

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May 9th, 2020 by

Today’s companies have multiple platforms running their business functions, why not have them communicate? Creating seamless workflows and alerts between systems helps a company stay connected. BPA platform brings a new level of connection with APIs designed for Infor CloudSuite CRM! Especially it’s latest version release that is packed full of not only new features but easy to use and build connections.

What is BPA Platform? It is Windows-based software, utilizing a true three-tier client server model over TCP/IP, with a multi-threaded server running as a Windows Service. It can run in 32-bit and 64-bit environments, and can communicate with both 32- and 64-bit external
systems. The Client provides all administrative and Task design capabilities, while the Server provides the client connectivity and manages the processing of Tasks.

New Version Updates include:

New Interface – BPA Platform 2020 has a new scale-able interface, including zoom functionality to aid in navigation of larger tasks, as well as added functionality to facilitate easier, faster creation and organisation of business processes. It is now possible to select multiple tasks to
enable or disable them, as well as copy and paste, align or distribute steps.

New Installation Console – Links are provided for each individual component to the relevant BPA Platform help topic for guidance. Once a single component has been installed, the Installation Console can be re-launched from the BPA Platform 2020 Windows Start menu group.

New HTML Pro Tool – The HTML Pro Tool enables users to import and then edit email templates and dashboards via a raw HTML design and layout area. Tables can be created automatically via drag and drop technology, and multiple record sets can be used within one HTML Pro Tool instance. The HTML Pro Tool now supports up to HTML 5 and CSS 3 styling, where clients support it, and has improved handling of Unicode and relative resources for images handled locally within the task step, removing any problems with linked files.

New Retrieve Text Message Tool – The Retrieve Text Message Tool provides the ability to receive inbound SMS communications, that can then be consumed within a BPA Platform task. Such messages can be in the form of inbound text messages, or delivery receipts for
text messages sent by the Retrieve Text Message tool. Text mess age retrieval is extremely useful for grabbing these inbound communications and then automatically pushing them into a CRM, ERP or marketing system for analysis.

Would you like to discuss the bigger picture with Infor CloudSuite CRM at your company? Connect with a Simplesoft Consultant at support@simplesoft.net



Simplesoft Solutions, Inc. is a customer relationship management (CRM) business consulting and software development firm in Cincinnati/Dayton region and offices in Cleveland, OH  and Charlotte, NC. We provide implementation, integration, development and training for Infor CloudSuite CRM. We have built our business on an ability to creatively adapt CRM to meet the varying needs of our customers’ businesses. We have been helping our customers develop stronger relationships with their customers through improved sales, marketing, customer service, and support processes since 1994.

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February 14th, 2020 by

What is intelli-CTi? It is a Computer Telephony Integration with CRM that allows you to:

  • simplify telephony activity with your business
  • increase telephone call productivity and through
  • put recognize callers automatically, and more

It helps you dial numbers, look up contacts and collect telephone information without having to do it manually. By simply clicking on an account in CRM, intelli-CTi will pull up any contacts associated with that account and their phone numbers. From there you can click which contact you want to call and it was dial the number for you. It will also keep a record of how long your call was, when it started and ended and allow you to make a note of what your conversation was about. Another feature included is the option to schedule calls and keep track of when they are completed.

QGate is compatible with the following phone systems:

If you don’t see your telephone system listed here you can always contact QGate because new systems are always being tested and supported.

Intelli-CTi is available for testing using a 30 day trial license at no cost.

Also, note that Intelli-CTi is not compatible with Mozilla Firefox.

Learn more here: http://click.simplesoft.net/u2/n6H3Mo

Let us know if you have any questions, contact us at: support@simplesoft.net Don’t miss these important updates, subscribe to our blog!



Simplesoft Solutions, Inc. is a customer relationship management (CRM) business consulting and software development firm in Cincinnati/Dayton OH surrounding areas. We provide implementation, integration, development and training for Infor CloudSuite CRM (formerly Saleslogix). We have built our business on an ability to creatively adapt CRM to meet the varying needs of our customers’ businesses. We have been helping our customers develop stronger relationships with their customers through improved sales, marketing, customer service, and support processes since 1994.

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May 20th, 2015 by

Mike Slack and myself are heading to Scottsdale, AZ to become part of the first group of partners trained and certified on Infor’s ION product.  What is ION you ask?  ION is Infor’s integration engine to allow their ERP products to integrate with Infor CRM.  Some one-way integrations are currently available for Infor LN, Infor SyteLine, Infor SX.e, Infor A+, and Inform LX with many more either in development or awaiting release.  The initial offerings are one-way integration, but two-way integration is on the horizon.  The next round of integrations are Infor VISUAL, Infor Adage, Infor XA, Infor System 21, Infor Sun Systems.

The data to be exchanged between ERP and CRM packages is Customer (Account), Contact, Bill-to , Ship-to , Pay-from, Quote, Sales Order, Shipment, Returns, Receivable, Invoice, Item (Product), Location, Person (User), and Code Def (Picklists).  After the training, Mike and I will have a much better understanding of what will be available in each of the ERP packages as it pertains to Infor CRM.  Shown below is the initial matrix of integrations that are currently available:

Stay tuned for more news after we return from Scottsdale!

If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions.

Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.

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Dayton/Cincinnati, OHCharleston, WVCharlotte, NC

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February 17th, 2015 by

The Infor CRM (Saleslogix) product roadmap included integration with Infor ERP solutions shortly after the purchase in September 2014. Who would have guessed it would take ONLY six short months to deliver! Infor revealed the first phase of the integration work at the Americas Partner Summit in San Antonio in early February.

The integration will be rolled out in three planned phases. The first phase will be one way integration from ERP to CRM for five of Infor’s ERP solutions. The five solutions included in the first phase are A+, LN, LX, SXe, and Syteline. The second phase will extend the integration to additional ERP solutions and provide two way integration with the main entities. The third phase will extend the two way integration to additional entities along with Ming.le which is Infor’s collaboration tool. All of this integration is made possible through ION which is Infor’s integration services suite.

Let’s take a look at the incredible amount of information coming in to Infor CRM in this first phase with the Info Roadmap.

There are eight new views and four modified views in this first phase.  The new views included are ION configuration, Bill To, Ship To, Pay From, Invoice, Receivables, Shipments, and Person. The modified user interface views are Account, Contact, Sales Order/Quote, and Return.

Here are some examples of some modified areas:

Account Detail View with New Tabs

Invoice Detail – New User Interface View

According to Aberdeen’s Customer-Centric ERP Integrated System for Customer Satisfaction, businesses with integrated CRM and ERP experience better results. See some of the statistics from the whitepaper below.  You can download the full document here.

We are currently waiting on the official release date for the Infor CRM bundles. Any customers who currently have an Infor ERP solution and would like to discuss the integration with Infor CRM, please contact Simplesoft at sales@simplesoft.net. You can review a demonstration of the integration in this recorded webinar by Infor entitled “1 + 1 = 3. The ERP and CRM Equation.” Note: The demonstration begins at about 16 minutes into the webinar.

Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Users Group Events.

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Dayton/Cincinnati, OHCharleston, WVCharlotte, NC

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October 21st, 2014 by

If you don’t have a Sales Process, may I ask what’s the hold up?

Last week we had a training session during the Heartland Users Group event that involved implementing a custom sales process and using it to create a custom web dashboard.  Infor CRM™ (Saleslogix) allows custom processes to be created with as many tasks for each stage that is required to fulfill the sales process defined by your company.  We, at Simplesoft, are not an advocate of a particular sales process, but we do enable you to utilize any sales process by showing you how to use the Saleslogix tools.

A defined sales process with specific tasks and timing can increase your closure rate and decrease time to close.  Making that sales process user-friendly is the key to buy-in from sales reps.  That’s where Saleslogix can help.

Initiate the process by defining your goals for each Stage and Step in the process.

Does the sales rep need to send a standard email then follow-up with a phone call 2 days later?  You can schedule that in Saleslogix and it takes the guesswork out of the task.  Include a template with a rollover activity set up directly in the process.  The user just selects the contact; the rest is done for them.

What has just happened?  You have regulated the communications to the customer.  The history is recorded in Saleslogix.  Everyone that touches that account knows which contact has received what communication, and what steps are next.  In other words, control.  If you do not have a user-friendly sales process then your processes are only as good as your salesperson. And this is just ONE step in a sales process.

Enter those processes into the Saleslogix tool in the Architect or the LAN client.  Create as many as you need to fulfill your sales strategy.

Release the Sales Process to users.

Here is a sample sales process with Stages and Steps:

Measure and refine.

On the other end of the process is measurement.  Setting a process in place with specific steps is critical but measuring the success of that process is essential for improving.  You can measure the Saleslogix sales process with the Web Dashboards.

The web dashboard is a tool that utilizes filters. As you build a dashboard widget you choose filters to either group or define the widget display.

With a custom process you have to create a new filter for the dashboard so that the web client will display it on the dashboard widgets.  There are a few steps and we recommend you open the standard (Stages) filter under the Saleslogix Entities to review the settings. Notice: This is not a recommended task for everyone. This is written for experienced developers.

  1. Open Application Architect
  2. Project Explorer>Entity Model>Packages>Saleslogix Application Entities>Opportunity>Filters
  3. Open the STAGE filter and review settings.  Take note of the ORDER of the stages in the current sales process. Review the properties of the filter (‘Analytics Description’ , ‘Available for Analytics’ = True)
  4. Right-Click on the Opportunity Filter folder and ‘Add New’
  5. Enter the fields as needed (similar to the STAGE filter)
  6. Save the filter and you should see it appear in the list under opportunity filters in Application Architect.
  7. Once your items are entered and ready, you will need to do a ctrl build/deploy for the changes to be released to users.
  8. Troubleshooting tips: If the new filter is not showing on your widgets then clear the cache on the browser and/or reset IIS.

If you are interested in more information on Web Dashboard and Sales Processes, please contact us and we will be glad to assist you.  The information included in this blog is not intended to be a complete step-by-step process as each dashboard and sales process is unique to each business.

If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions.

Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.

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Dayton/Cincinnati, OHCharleston, WVCharlotte, NC

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