You do not have to be an IT Guru..
Many employees are reluctant to use their companies CRM system and complain that ‘this goes wrong…This takes too much time…’ But I would acknowledge the truth to be that employees are not told how important a CRM is to a company or trained on how to use it properly. It is not complicated you just do not understand why or how to use it.
If you do not understand the importance, you will not understand why you need to follow the correct processes. Information that is put into a CRM system has so much value and should save so many laborious hours when wanting to find out any financial or customer history.
If you are not shown any of these type of progress reports how would you know! If employees were sat down and thoroughly explained why they need to enter certain data, for example what reports can be pulled if data was correctly entered, what you can predict if this section is complete and so and so forth, staff would realize why taking the time to complete certain fields was important. The information you get out is only as good as the information you put in.
Do your staff have call logs to follow up, do they think they are following up customers just to make the time pass so that you get your monies worth out of them as opposed to them just sitting there when the phones are not ringing. Or do they know that by keeping regular contact with your customers and collecting feedback on your service is one of the main reasons they have a job. If this is not done efficiently your customer care will be poor, thus customers may no longer buy from you, resulting in demand for staff decreasing…Hello unemployment! Wow the system all of a sudden looks great and serves a worthy cause!
Then there’s training… If you did not know how to drive a car, would you want to get in it? The same with CRM systems. A quick whiz through quotes and sales orders will give about as much confidence as asking a learner driver to reverse down a country lane! Explain the whole customer journey, role play every eventuality and try not to overload.
Money is time so it’s understandable why you would not want to dedicate many hours, but believe me, your investment will not be utilized to its full potential and only you will be losing out. Try and record any onscreen training so that your employees can refer back and just break it down into modules so they learn a couple of modules at a time. It’s not rocket science but some people take longer than others to absorb what is in front of them. If people do not know how to use it, then give them more time.