Training. A CRM system, whatever it is, requires initial training so that employees understand the logic and structure of the SOFTWARE, ask questions about their areas of responsibility, etc.
Two options for solving the problem:
Contact the vendor for face-to-face or online training. The developer’s staff will train one or more users, who will then transfer the knowledge to their services and departments.
Train one user, print out all the documentation and ask them to act as an internal expert and CRM coach, temporarily releasing them from their main job.
Be sure to print out the documentation and send out electronic versions — for a long time it will be a managers ‘ Handbook. Do not rush the process, let employees get used to the system, learn how to use it in the right mode. The main rule is not to let it take its course and not to turn CRM into a punitive tool. This is an assistant, not a supervisor. We have already written more about employee training here.
Filling in data is the first and very important work in a CRM system. It determines the success of many processes of further work. We are talking about reference books: types of operations, types of counterparties, regions, stages of the sales funnel, stages of client development, client statuses, sources, and much more. Some vendors deliver CRM with empty directories, some with partially filled ones. One of the features of RegionSoft CRM is the most complete reference books. We have already registered all the geography, added all the statuses and stages that are used most often, etc. But even in this case, it is worth starting with them.
Why is it important to treat this data carefully?
The more stages and statuses — the more transparent and valuable the sales funnel, the more you will know about the sales cycle and about the client. One of the tasks of CRM is to optimize the sales cycle.
Filling in directories will provide employees with drop-down lists when creating records in form fields — this way, the data will be unified and the “city” attribute will be St. Petersburg, not St. Petersburg, St. Petersburg, St. Petersburg, Leningrad, St. Petersburg, etc. Unification increases the accuracy of reports and facilitates Analytics.
When the required value is in the drop-down list when filling in the field, the speed of entering information increases significantly.
When filling out the client’s card, you must enter the most complete data and details — so you can form commercial offers and contracts several times faster, and write out the primary in General in a few clicks.
By the way, about the primary. Our CRM always supports the most up-to-date forms. We have seen outdated or missing forms from other vendors — be sure to upload them to the interface, if possible.
After that, you can start full-fledged work.