User adoption for CRM and other solutions

One of the biggest problems faced with using CRM and other solutions in the workplace is getting full adoption from employees.  There can be many reasons for this.

• They have not had the correct training
• They are used to a different system and prefer to use that
• The solution has not been configured correctly
• There is a skills gap
• There is no incentive to use it
• It does not suit the users “psychology”

There can be a massive knock on effect for all areas of the company from data being analysed that is incorrect or incomplete to whole budgets and strategies being worked out from the success or lack of success as demonstrated by the chosen tool or solution.

Implementing a CRM for your company is a big and often underestimated project.  There can be too much focus on the features of the solution and its capabilities and much less on the type, skills and job requirements of the users.  The right support and training is paramount along with a solution that is customised to the needs of the company from the start.

Choosing the right solution UI (User interface) should also be considered and is where psychology plays its part, a very creative group of employees might find a bold and colourful interface easier and more pleasurable to use whereas a finance company might prefer something more corporate and less distracting.

Involving employees in the implementation is helpful, as well as designing some sort of reward system to ensure full adoption – this in turn will enable the system to show correct data, processes, and assessments, the result – reporting from the back end that is accurate and trustworthy.

You might ask “How do you reward employees for using the solution fully?”  This would obviously depend on your industry as well as the solution your using but something like –

Customised dashboards so employees can see easily if they are reaching targets.

Or it could be “CRM user of the month award” mentioned in the internal mail.

There are many ways to encourage adoption of solutions but the vital points to ensure are:

1. The solution is customised correctly
2. Staff are assessed and trained well
3. Support is on hand should they need it
4. Rewards and targets are in place
5. Employees are involved and considered in the process

To contact Miranda about CRM call 01747 830965