I had the pleasure of showing a team the features of their new CRM software. Have I lost you yet with how boring that sentence is? Fortunately the reality was far from boring.
To me – the CRM system is a plugin to a Joomla website. There are some bits I can configure & some bits I can’t (especially as I’m not the Joomla site admin nor do I ever ever want to be.
To the business owner – the system means no more monthly fees to a Cloud CRM system. This one off purchase will last her for at least 3 years and will handle the growth she is expecting. It’s also one place to see how her sales pipeline is looking & to get instant access to the conversations had with & information that’s been provided to her customers & prospective customers.
To the team members – this is a ‘central console’, one place to get a picture of what they have on the go and what others are working on too.
So you see, I’m the only person who views this system with technical eyes.
The business owner sees the results she can get from it and the capability it will give her.
The team members see how it can track the work that’s being done & how it will help them organise their next move.
THIS is the value of I.T. This is truly ‘information technology’ at work, delivering business benefits.
The session was purely run by demonstrating how to create & edit information & how to report on it. It was filled with ‘what happens when’ and ‘if we do this, what would enter into the system’ type questions. 99% of the answers actually had more than one way of doing things and were solved by refining the business process or drilling into more detail about what they actually do right now, without this system in place. As nervous as they may have been about learning a new system, they walked away with lightbulb ideas about how they would be using it.
Now they’ve been sent their logons. Even more importantly, they’ve been given a test Person and a test Company to play with. Change details. Create, edit & delete deals. Play. Try. Do.
This is not the Rolls Royce of CRM systems. It’s also not the prettiest web-based software I’ve seen. But right now, it suits them. It’s functional without being overly complicated. And sometimes that’s all you need.
Don’t be distracted by new, shiny things. Be inspired by how it will actually help your team to do their jobs (and help you to do yours).
When business & IT collide, in a good way, it’s actually pretty exciting.