CRM Online . Dynamics 365 . Dynamics CRM . User Adoption
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Frederic Charest

7 Strategies to Increase User Adoption for Dynamics CRM

What Is User Adoption?

It’s the effective use of an interactive system to the full advantage of the business.

The Importance and the Impact of User Adoption

User adoption takes the project to the next level. If your project is not adopted by users, then your project is failure and you will start losing your clients and missing out on potential clients.

crm-fail-user-adoption-2

We are not talking here about whether the application or software is working correctly or has achieved its technical goals; no, we are talking about the usefulness of the software, its reliability, its usability, and its convenience of use.

Once the software is useful and easy to use, it will increase the growth of the organization’s business and its performance will be faster, producing more accurate data and information.

The bottom line is that, if there is no user adoption, the software might be used only for a small period of time or it might not even be used at all.

Microsoft Dynamics 365 and User Adoption

Microsoft Dynamics 365 is a rapidly growing application; new features and enhancements are constantly added to increase the usability of the application. However, a large number of clients who use it as the CRM system in their company later return to other Microsoft partners to reimplement the CRM system, or sometimes they decide to stop using it entirely, because of the lack of usable implementation.

Below are some tips that can help you achieve user adoption of Dynamics 365:

Boost the user experience and get the best out of CRM.

  • Visualize: Give the user a visualization of the data in the CRM; use the dashboards, fill it with charts, iframes, web resources, etc.
  • Use Custom Buttons in the ribbon: Do not let the user make use of frequent workflows and dialogs from the menu; use buttons to make it easier and quicker to access.
  • Add filterable columns to the views: Instead of letting the users get stuck and waste their time searching for certain records, make it easy by adding filterable columns to the views to allow them to filter the records based on their needs.
  • Do not let the user see what he/she don’t want or need to: Make more than one form for the users and, based on their security roles, display the data and information that they need.
  • Use the quick create forms: Don’t let the user navigate to other business entities when associating records to a certain record.
  • Fill the data in one screen: There is nothing worse than letting the user search for information among multiple records and entities; fill the form with sub-grids, notes, social panes, activities, and quick view forms.
  • Visualize the process: Use the business process flow to visualize the process for the user and make it more convenient and clear.
  • Decrease the load on the system: If there are too many processes on an entity and it takes time to load records, try to re-check the processes and reset them by determining which processes aren’t needed in real time to re-implement them as asynchronous processes.

Alert the consultants and developers in your company

Give time for your employees to learn and get comfortable with the system. Advise them to work as a team so they can get the most from the software. Help them to realize that the system only works when they rely on each other to finish their assigned tasks.

Train your employees

Invest in your employees. Send them to training, or set up a company seminar. As part of the training, provide incentive by offering rewards to employees who quickly understand the software and help others learn too.

Keep your company up-to-date with technologies

If your company is running on older tech, you can expect to have issues. Without some of the latest equipment, user adoption will be much harder to achieve. Usability and functionality will be limited, resulting in a loss of features and money. Revamp your IT department by investing in new technology to ensure you can run CRM software to its maximum potential.

Involve the user from the start

Whoever will be using the software should be kept in the loop from the beginning. Help your clients understand everything the software will require of them. Also, communicate with them about understanding their needs, scheduling a weekly meeting, and perhaps working onsite together to ensure you deliver what they need on time.

Full Dynamics CRM training for your clients

Train your clients’ users to use CRM properly, and introduce all of the features they may benefit from. Provide tutorials via video, training seminars, and recommend online resources they could use to get a comprehensive understanding of the software.

– Hire someone for quality assurance of the software

Hire a technically savvy person to ensure the software is working at all times. Taking a client’s perspective, ask if this software is effective from a functional and practical perspective. This person can also confirm the software from the backend is working properly at all times. Small fixes, enhancements, and a bug-free system can make a huge difference in both your and your client’s experience.

User adoption is the crux of successfully implementing a CRM software into your business. Using the tips above will make CRM efficient, and users more willing to use it. But remember, you have to allow time for your company’s employees to adjust as well your clients. By making CRM easy and practical, you ensure your users give it a great chance to benefit your company.

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Frederic Charest

About Frederic Charest

Frédéric is SherWeb’s Content Marketing Strategist for Dynamics 365. He has worked as an eCommerce and Marketing Strategist for the last five years, helping businesses with software implementation for Customer Service, CRM and Email Marketing. Frédéric thrives in helping companies find the right software solution for their projects. Aside from his obvious passion for Marketing, Frédéric admits to being a foodie and travel enthusiast.

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