- forgot to do a task or return to some work
- forgot to call a client or forward information to a colleague
- re-collected the data necessary for work
- asked for data from colleagues and waited for them for three days
- looking for the person responsible for the delay in work
- turned to colleagues or the boss, but were refused because of their employment.
If it happened, read on, the organization of work is not only reading books about procrastination and time management, it is also a cool tool in your hands. And if it didnât, damn it, who are you ?!
According to Insight Managing Consulting, 64% of the success of CRM implementation depends on the support of the organizationâs employees. 42% of CRM problems are also due to employees. And you know, we are not surprised by these statistics. It's not that for 13 years of development and implementation of RegionSoft CRM we have seen everything, but we know 3 main reasons why the CRM system and company employees find themselves on opposite sides of the âfrontâ.
- CRM is seen as just a technological solution. According to many users, this is just a program that needs to do something, and which takes time to fill out the data. In fact, a CRM system is primarily people who use and use it as a tool. If you put a jigsaw on the table (even when it is turned on), it wonât do anything, it will just eat up the electricity. If you give it to the master, you will get a beautiful carved product. In the same way, a competent manager will squeeze everything out of CRM to get the maximum revenue, and a lazy salesperson will only ruin the database with incorrect data.
- CRM - a program for sales. Once upon a time, it was. Now there are practically no such solutions, the minimal ones âcloseâ the sales and marketing tasks, the advanced universal ones - sales, marketing, production, warehouse, and so on. CRM today is a corporate ecosystem that simplifies the work of almost every employee, reduces direct communication, and simplifies most processes. But for this you need to think, try, refactor the processes. Itâs easier to say that ânothing works, they set it in vainâ.
- CRM is a program for the boss, with the help of which he will enforce control and extend draconian measures to everyone. This is a lie: most CRMs do not have physical and informational control functions, such as input control, minute-by-minute tracker, employeeâs inactivity control or web browsing history. All control is carried out at the same level as without CRM: reports, logging of actions within the system, KPI, etc.
These three misconceptions greatly âcool downâ the interest of Russian entrepreneurs in CRM, form strange myths from scratch and often become the reason for refusing to introduce it.
Of course, this is not so. CRM is needed primarily for employees. Moreover, she helps them a lot.
Five lines of advertising
We are against time control and any trackers at work - we are for convenient working tools for employees. Our new cloud helpdesk ZEDLine Support is a useful software for any support service, internal and client. Creating your own portal takes only 5 minutes, and its initial setup is 10-15 minutes. Join now! Well, who needs CRM, it is here - RegionSoft CRM .
CRM - a friend of an employee of the company
With customers - easier
The main thing in CRM is working with clients, in any aspect: whether technical, commercial. It is convenient, transparent, informative, easier than without any automation. When an employee has CRM as a center of knowledge and relevant customer information, it is much easier to seem like a loyal company that appreciates, remembers and loves every customer.
An example can be given based on our own experience. Often calls are made in our office when people say: âWe worked with you about 5 or 7 years ago, but you probably donât remember ...â. And in response they hear: âDonât remember, Dmitry Sergeyevich, we have a CRM system, I can even tell you when and what products you were interested in, how many times you talked on the phone and what topics were discussed ... True, an employee who Then he oversaw you, we havenât been working for 3 years already ... â:) And these are just the initial, basic capabilities of CRM.
Customer card in RegionSoft CRM . The upper block is all the customer information that you theoretically can deposit and accumulate. The bottom block is operations, routine and customer interactions. If you fill everything, it will be almost the coolest business compromising evidence ;-)
No delays and fakaps
The image risks of the company are reduced and the employeeâs fear of becoming the culprit of reputation problems disappears. If the manager misses a meeting or forgets about the call, it looks like the incompetence of the company, lack of interest in the transaction. What could be worse? CRM ensures compliance with deadlines, transparency of the workload of employees, sends reminders itself, so it becomes simply impossible to miss an event.
In addition, corporate calendars and planners allow you to see the workload of the colleague you need and respect his time or request part of his free time - this communication reduces conflict, but does not formalize the relationship, because we are used to calendars and plugins in our personal lives , they are not associated with hard working relationships.
On the CRM desktop, current affairs are displayed (we call them end-to-end, since they are not tied to specific dates), as well as badges in the Assistant panel - numbers that tell you where to go in the interface and what to do. And there are pop-up reminders, SMS and email notifications. Try forget it!
Work speed
Significantly increases the speed of work. It only at first glance it seems that entering data into the CRM-system increases the time spent on operational work. This is a logical trick used by opponents of CRM for their own selfish purposes. In fact, everything works differently: once all the necessary information about the client is entered, which subsequently saves time: the primary is formed on the basis of pre-prepared templates, in just a few seconds, incoming and outgoing calls are registered and can be listened directly from the clientâs card , corporate mail is organized and distributed by contact persons and customers (at least in RegionSoft CRM this way).
But the main advantage of accelerating work with CRM is not even in the operating routine, but in the fact that after mastering the CRM system, productivity increases and the life cycle of the sales process as a whole decreases, which means there is a reserve for revenue growth. Indirectly, this affects wage growth or the formation of bonuses.
Kpi
If you make an adequate set of KPIs that are measurable and really dependent on the employeeâs efforts, CRM with the integrated KPI calculation system will be an excellent motivator for the employee, because he will constantly have progress bars for meeting target indicators and will be able to redistribute his efforts to âknock outâ maximum ratio and get a well-deserved bonus. Thus, you will receive a mechanism for monitoring the implementation of targets, both general and for each unit / employee, and the employee will be able to automate his work and be more efficient.
Our favorite KPI monitor in RegionSoft CRM - all targets are in full view . The indicators themselves can be adjusted, and their number is limited only by reasonable limits.
Teamwork without fear and reproach
A CRM system is a form of teamwork. This possibility is due to the software architecture: a single database provides information to the user interface of a salesperson, support technician, marketer, storekeeper, etc. Now, the marketer or manager does not need to ask which product was sold the worst and which one was in stock - he can get access to the necessary commercial information and draw conclusions, make plans. At the same time, the work of the entire team is aimed at supporting relevant information.
The group planner is practically a Gantt chart, the responsible are visible, the degree of completion, deadlines and so on.
End-to-end three-week planner - an overview of the entire teamâs employment for three weeks in advance
The visual plan of the day for an individual employee, you can go directly from the planners
Employees use a single CRM system to exchange information, delegate tasks and collaborate on projects, so internal relationships become productive. The efforts of the team are integrated within CRM as a means of managing customer relations, and this approach gives a synergistic effect that is not achievable in the framework of standard meetings-requests-discussions.
Responsible are not lost
Perhaps the most unpleasant thing in teamwork is to look for those responsible for the sinking or delaying of any business process. Employees begin to blame each other, try to shield themselves and blame the neighbor, lubricate the process to collective responsibility. CRM is also struggling with this disaster: business processes with a visual designer, full logging of movements by stages, control of normative deadlines, interactive parameters solve the problem of employee responsibility and transparency in the bud. The process is logged and you can always see who the delay or stop occurred on.
Therefore, do not be afraid of business processes even in small companies - they will prove to be useful everywhere and will significantly affect the order of the company.
Business process in RegionSoft CRM - easy to design, easy to manage
Company, let me steer
CRM allows each employee to feel the helm in the business process: the more knowledge your employees have, the more authority and opportunity they have. Actual data accumulated and processed in modern CRM help to solve customer problems beautifully, for example, refer to the history of relationships, return to problematic issues, evaluate the client not only in the plane of the current transaction, but also in terms of the history of interaction. From the side it looks very cool and captivating. Iâm telling you as a client - I can easily determine a company that has good CRM by communicating with managers :-) And, of course, this opportunity to âsteerâ is very motivating.
Efficient working method
Each sensible manager, working with CRM, becomes a little scientist and experimenter. The software helps to track the sales process, receive and analyze data on transactions, on the basis of which it is possible to form your own innovative style of communication with customers. Accordingly, you can select the most productive patterns of behavior and, using them, increase the result.
Field replacement
In the absence or dismissal of an employee, the transfer of affairs to another colleague takes place once or twice with the provision of access to CRM. This significantly reduces the risks in the event of a âbadâ dismissal, employee boycott, etc. Due to the fact that the super-admin can easily transfer rights, negative processes within the team are quenched and go to the interpersonal plane, without affecting the worker.
CRM implementation 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. That's right, any change must be accompanied by expectations. Only you need to wait not from CRM, but from the people who will work in it. And itâs better not to wait, but to 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 and plow - then there will be luck and money! :)