Microsoft Dynamics CRM Implementation
The xRM Implementation Methodology is our process of engaging and implementing Microsoft CRM. This approach caters to customers who would like to take advantage of our extensive sales force automation experience and leverage it to proactively drive their entire hosted CRM implementation process.
First and foremost, we need to thoroughly understand the architecture of your business. We do this by asking questions. For example:
- How does your company generate revenue? What internal processes are critical in accomplishing this?
- Who are the decision makers and strategic employees in your company? What are their roles and what do they stand to gain from implementing Microsoft Dynamics CRM?
- How are decisions being made and what factors are driving these decisions?
Our initial job is to shadow, interview, and gather important information. By asking the right questions we can assist our customers in documenting their existing processes, improving upon those processes, and creating new processes to streamline and increase their productivity.
It is imperative that we understand the flow of data from beginning to end:
- How is it acquired?
- How does it enter the system?
- What do you do with it once you have it?
- How does it integrate with other systems?
We can't architect good solutions without understanding these critical factors.
If we are going to deliver on automation and truly add value, then a critical (and perhaps even the most critical) piece of the puzzle is to understand the data flow. Are you consistently importing data? Do you get leads from a single source or from multiple sources? Are prospects simply calling you and buying your products out of the blue? On the service side, where does it all begin?
It is important that we design a system that allows for a single point of entry with no duplication of data efforts. This non-redundant architecture is attained using a simplified field structure where less is more and user adoption is high. We create role-based dashboards that are easy to navigate and flow with that particular users role. Our experience tells us that a typical user of the system is going to use less than 10% of the data in the database. To boost efficiency we design solutions from the bottom up that are focused on making the user happy. It is not about training people to use something that was designed without their input. They know more about what they do and how they do it and they are the ones who know what tools they need to make their lives easier. Our job is to ask the right questions, understand user frustrations as they relate to data management and automation, and then design practical and functional solutions.
We believe shadowing the users of the system is one of the most important tasks we perform. After the shadowing process we can then build something that will save users time and energy, while at the same time providing business management features with customized reporting capabilities for extreme workflow optimization. If the solution is designed and implemented properly, and the users are educated on how it works, then they will use it. If users take advantage of it and input all of their data, Microsoft CRM can run extensive metrics on that data, which in turn will make management happy.
The xRM Implementation Methodology
Our methodology consists of seven phases which allow us to accurately set expectations and deliver upon these expectations in a timely manner. Below is an outline of our design and implementation process from beginning to end.
Strategic Analysis Phase - This phase is one of information collection in order to get an idea of your companies CRM requirements.
- High-level strategic analysis.
- Three days on-site at your business.
- Approximately two days are spent compiling documentation regarding business needs.
- Educating the customer.
- Detailed CRM Overview to give you an idea of what CRM can really do.
- We give you a customized CRM demo.
- Due diligence efforts.
- Streamline questionnaires are given so we can further understand the scope of work.
- Further shadowing and requirements gathering are given.
- A comprehensive mockup is attained.
- Providing a detailed statement of work with expected cost.
Envisioning Phase - A phase to extensively agree on what is required from your business and what we can do to make it happen.
- Provide the customer with a roadmap on where we are taking them with Microsoft CRM.
- Ensure that our vision and the statement of work are understood and agreed to.
- Define the criteria for success from leveraging Microsoft CRM.
- Amend the statement of work with any final changes.
Planning Phase - A stage that encompasses the planning for the development of integral areas of CRM.
- Approval of Streamline project plans.
- You will be provided with an overview of the Streamline customer portal.
Development Phase - At this time the planning has been completed and development has begun.
- It is critical that the project plan be honored at this stage.
- At this time, no changes should be made to the design plan set forth in the previous phases.
- It is extremely important that phases are completed on time and on budget.
Scope Complete - Development is completed.
- It is time to demo the completed CRM environment to you.
- We will make any minor revisions as necessary.
Stabilizing Phase - Any bugs/downfalls of system are worked out.
- The project is now handed off to the testing team to thoroughly test for any problems with environment.
- Once testing is done, the project is approved by you.
Deploying Phase - The environment is complete, and it is time to put it into action.
- The CRM servers and Microsoft Outlook clients are installed.
- Troubleshooting is given.
- CRM administrators are given comprehensive training.
- CRM end users are thoroughly trained for their roles.
- System and user acceptance testing.
- Final opportunity is given for users to make minor changes.
- The finished CRM environment goes live.
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