How to Know When it is Time to Evaluate a New CRM Solution

Think about when you first implemented your current CRM system. It was probably top-of-the-line, or close to. Your organization was hopefully excited, and it most likely brought specific benefits to your employees and achieved your business goals at the time. Now think about how your current CRM system is operating today. Is it still performing at a satisfactory level and helping your business grow? If yes, then great. You probably don’t need to read this blog. But if no, it might be time to start evaluating a new CRM solution.

Our team, having years of experience with multiple CRM systems, has listed these 4 scenarios to help you recognize when the time is right to move on from your current CRM to a more modern system.

1. You’re having integration nightmares

How to Know When it is Time to Evaluate a New CRM SolutionHopefully you’re not having real nightmares about this. If you are, we recommend a vacation. With an outdated CRM system, and more modern technology entering the workplace, it can become increasingly difficult to track data that lives in separate systems. If data needs to be manually entered in to your CRM from your third-party apps, or your CRM activity cannot be exported into one of those apps, then this is a sign it is time to start looking for a new CRM solution. You could be missing out major benefits that your third-party applications are trying to tell you about.

What you should look for

Begin to look for a CRM solution that offers integration with your email, mobile devices, calendars, etc. Also look for a solution that can provide process automation and can integrate nicely with an ERP system, like Microsoft Dynamics 365 for Finance and Operations, if your business has one.

2. You have no mobile capabilities

With today’s ‘on-the-go’ mentality for many businesses and people, it has become very important to employees that they have easy access to information and data, especially if they are on the road often. But if your current CRM isn’t mobile enabled, that can be a big problem. Sales processes can become delayed if information is not put into the system which will ultimately delay prospect or customer service.

What you should look for

Modern CRM systems like, Microsoft Dynamics 365 for Customer Engagement, not only have mobile capabilities, but admins can enable and configure mobile offline so even when no network is available, users can still be productive with up-to-date information at hand.

3. You aren’t receiving the reports you and your business need

In today’s competitive world, making informed business decisions is crucial. In order to do that, you need a full view of what is happening in your organization. If you are constantly getting frustrated by the lack of reports on customer behavior or organizational performance, then we recommend looking at a CRM solution that makes it easy to generate reports.

What you should look for

A CRM solution that can provide reports on your pipeline, sales activity, open issues, leads, revenue, contacts, and other custom topics, will help you make fully informed decisions. Storing your customer information in one integrated digital platform means you can receive reports insights in the form of automated reports.

4. Cost of supporting your current CRM solution is increasing

As CRM systems become legacy systems, the cost of supporting it increases over time. Company growth will also be affected if you keep ‘solving’ problems with Band-Aid solutions, because when your current system becomes obsolete, you’re looking at a very expensive implementation to make sure all your data is saved. Plus, with a new generation entering in the workforce they won’t know the system as well as older employees. If a long-time sales rep or executive leaves, a lot of information and support knowledge could leave with them, adding to the cost of training and support.

What you should look for

Look for a modern CRM solution that is constantly being improved on and where support is easily accessible. That way, when your system needs an update, a support team that knows the solution can walk you and your team through the update process and what’s new. Check out MCA Advantage for an example of this.

So, did any of those scenarios resonate with you? If so, hopefully we’ve given you some good starting points as to what to look for in a new CRM solution. If you would like to discuss your business needs, need help weighing your options or have questions about modern CRM systems, contact us. We have CRM experts that would be happy to chat with you.

Author: Janet Thomas, Solution Architect

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