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Today, all medium and large companies focused on customer service, use or want to use CRM systems. The process of CRM implementation has several stages, the final of which is the launch of the system and the training of employees to work with it. It is critical to understand that in order to reap all the benefits of using CRM, it is important to use all its tools and available functionality correctly.
Unfortunately, most companies face the problem that employees do not accept innovations, do not want to learn how to work in the system and sabotage the implementation. This leads to the fact that the company spends money on purchasing the platform and setting it up, but does not get the planned optimization of work, does not automate its processes.
In fact, there are many reasons why employees don't want to use CRM at first:
If we review the above points, we will understand how to solve the problem of the team's reluctance to work with the new tool.
First of all, you need to identify those responsible for training employees. It's best if it's the heads of structural units. They better understand the needs of their department and can directly influence the training process. It is advisable that these employees are involved in the process of writing the technical specifications and setting up CRM. In this way, they will be able to adjust the terms of reference based on the specifics of their work processes and will be able to use the platform already at the implementation stage.
The second, is to properly organize the training process. Initially, it is better to organize video conferencing or direct training at the workplace. At this stage, it is important that the employee can ask questions and address the problem to the manager if something is not clear. Additionally, you need to organize a knowledge base with instructions, illustrations and useful links.
An effective solution would be to involve CRM integrators in the training process, who will advise employees and solve complex issues. But you shouldn't have a general chat with the consultant and employees of the entire company, because in this case there will be a lot of questions, including the same type, and due to the large number of messages, the consultant will not have time to process requests efficiently. It is best if there is a responsible person from the company who can accumulate questions from employees and the consultant will prepare answers in the form of instructions or video calls with consideration of specific cases.
And most importantly, you need to convey to employees all the advantages of using a CRM system, explain the benefits and think about how to facilitate the work of employees with CRM at the setup stage. The system should automate the work, free them from routine and not create unnecessary inconvenience for managers. It's important to hear feedback from your employees, and if the technical solution is ineffective and inconvenient, you should reconsider it. It often happens that at the testing stage, you may not notice all the nuances of the system, and when you use it on a daily basis, a number of shortcomings are revealed that need to be corrected.
Ultimately, the exact steps for implementing and training employees will depend on the specifics and objectives of your company. A training plan for a youth startup will be different from a training plan for a large government agency. Therefore, an individual approach is always important when setting up and implementing a CRM system.
Looking for expert integrators who can teach your employees how to use CRM? Contact us – we'll be happy to provide training, prepare answers to frequently asked questions and record video instructions on how to use your CRM.
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