When you first think of investing in a mobile CRM system for your business, you are probably most concerned about how your sales reps will react. After all, many sales reps have cited their worries about converting to automated solutions - listing losing their job and decreasing commission as their primary reasons for hating it. In addition, according to Merkle Group Inc., 63% of all CRM projects fail, meaning the odds may already be against you.
But what you may not have considered, is that while you were focused on your sales team, your IT department may also have issues with your choice of CRM system for reasons of their own. Let’s look at 3 reasons why your IT staff may also be unhappy with the new solution.
Does it involve a complicated lengthy implementation?
There are many companies out there all offering the ‘best’ CRM system. When considering which is the ‘best’ for you, you need to think carefully about your individual needs and requirements. Beyond capabilities, system implementation is another major issue you should bear in mind. For that, you will need your IT team to get onboard, otherwise, this is bad news.
Bearing in mind that implementation for an ‘average’ CRM system can range between one week to six months, you can guarantee that no two CRM deployments will ever be the same. There are many factors influencing the varying timescales including the complexity of your sales process, features which may not be readily available off-the-shelf and the variety of required customizations. If you’re replacing one existing CRM system with another, that will also add to the time it will take before you go live.
Another implementation issue to wind up your IT staff will be the amount of coding and configuration work needed after completing the initial system set-up. After all, market and business conditions constantly change, and so should your business. Make sure your mobile CRM system can easily adapt and extend to support your ever-changing needs.
How much support will your IT team get from the supplier?
Another common misconception about CRM vendors is they all provide full support packages after implementation. This is certainly not the case. And where live support isn’t provided, the IT team will be expected to pick up the slack.
Without live support from your supplier, it will be the responsibility of your IT staff to solve any problems - a time-consuming and challenging job, especially without pre-existing knowledge of the system. Rather than innovating new solutions for your business, your IT team’s time will be wasted troubleshooting system glitches.
How will the new solution integrate with your existing systems?
A CRM solution is nothing without data, so integration with your existing business systems - such as your ERP, marketing automation platforms, helpdesk software and quoting and billing solutions - is practically mandatory. It makes sense that the more information your sales team has about their customers journey, the smarter and more relevant decisions they can make. Third party integrations give your sales reps an ever-expanding toolbox of productivity transforming your CRM from a basic tool into an extremely powerful sales tool.
But for your IT team, integration can prove to be an additional worry. Unfortunately, some CRM vendors don’t make integration simple. Some just provide a ‘guide’ to integrations with the onus on you, the customer, to work out yourself. Which in reality, means passed over to your IT team - another reason for them to be unhappy. But when you choose a sales platform which has pre-built integrations, along with well-documented open, standard based APIs for custom work, it makes things easy for your IT team, and they’ll have no reason to be worried.
To ensure your sales and IT teams are encouraged to use the new solution, find a CRM that the whole team can get behind. Select a CRM that addresses your specific pain points and is configurable enough to deal with future business challenges. If the CRM you choose can’t resolve the points above, then maybe it’s not the right one for your business.