In my last article we took a journey to a company implementing new CRM software. Fast forward a few years and many of you have walked this next path we are wandering down. On this imaginary (or may be not so imaginary) trip you realize your managers are once again using spreadsheets to collect and analyze sales data and your users are frustrated with the amount and frequency of information they are required to provide. They are asked to use CRM and enter data into the many spreadsheets and email requests they receive from different departments.

This is the scene in the majority of CRM deployments. Why?

Fully developing a CRM Solution has 4 parts:
Strategy, People, Process and Technology
Once an organization gets a good sense of its people and assigns roles within the CRM implementation team, the next phase in the Balanced Scorecard Approach to Customer Relationship Management is a serious look at how the processes within the contributing departments line up. The majority of our focus helps organizations bridge gaps from where they are today, to where they want to be. Before we can truly get a solid return on investment, by streamlining work flow and making tasks easy to complete within a given job task silo, some observation is needed. Let’s talk about process orientation in The Simplesoft Solution.

Process: Activity to Progress
Fundamentally, CRM is a group of people processes captured in a familiar environment. By design, the CRM environment is acted on by multiple perspectives such as Marketing , Sales, Customer Service and Accounting. The successful CRM driven organization will take a comprehensive inventory of what happens in a sequential order. This allows a company to capture activity that supports progress.

First Steps: Know the strengths and weaknesses of your workforce. Once you decide who is going to be in your work groups and an impromptu assembly line starts to establish itself. Aligning people by job task for practical efficiency isn’t the simplest of change management exercises, but it is the most effective way to evolve progress without squandered activity. By assigning people similar duties, each person should start to depend on the information presented by the person preceding their job task. This creates a natural course of accountability and helps you stay more focused on comparative job task analysis.

You might consider outside help with the breakdown of organizational activity to guide process orientation. Because our products have intelligent flexibility native to their functional workflow, nearly any company can adapt current workflow into our software solutions. Built into our software suite is the unique perspective of the user from varying organizational silo’s accessing our solution. The Simplesoft Solution is positioned to leverage the activity of your company from the top down or bottom up.

What this means to you: System use for every representative level in your organizational hierarchy is provided a place at the enterprise software table. We have high level big data visibility down to work in progress insights to orient standard users on predetermined key performance indicator dashboards. Many of our clients have found the starting point for CRM implementation is mapping out organizational processes.

Mapping out your process
What pain points in your business processes does Infor CRM need to fix? (Defined Progress)
We recommend mapping out the flow of each step in your current organizational processes to help define how they will be managed in Infor CRM. This presents a collaborative opportunity to gain clarity on how well your processes are currently working. Additionally, your group will identify how Infor CRM can improve efficiency, often by removing duplication of effort and applying greater process automation. Simplesoft can provide a wealth of expertise to support re-engineered work-flow by utilizing Infor CRM functions to elegantly organize and achieve your defined goals.

Look for more articles in our series “The Rear View Mirror” and learn more ways to improve CRM adoption from Simplesoft Solutions. We will focus future articles on each pillar of Strategy, People, Processes, and Technology.

If you need help upgrading to Infor CRM v8.3.0 or Mobile 3.4.0, let us know! We can assist in a minor capacity or provide all the technical heavy lifting.

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