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5 Signs It’s Time For A New CRM System

by Campbell McLeish on

Since the first appearance of a CRM in the early 1990s, things have changed, a lot. Technology has improved rapidly, business demands have shifted, and we’re now spoilt for choice with a host of CRM vendors.

The latest and greatest CRM’s can accommodate to any business’ size, needs and financial capabilities, while older CRM systems fall behind. Incapable of offering the latest functionalities in today’s business world, many companies have no choice but to consider switching their CRM.

So, if you’re considering a move away from your current CRM system, read on to uncover five signs it’s time to switch.

1.    You’ve grown, but your CRM hasn’t

As small businesses hire new employees, expand departments, and grow as a whole, the need for more advanced tools becomes apparent. When it comes to supporting the growth of your business, your chosen CRM system must have the capacity and essential functionalities to help streamline operations and meet business goals.

If you feel your existing CRM is lacking important functionality, here’s a list of functions your old CRM may not support in comparison to others on the market:

  • Interactive dashboards with real-time data for easier business analytics
  • IP telephony (VoIP) to enable use of calls through your CRM
  • Live chat to improve communication and customer service
  • Integration with apps to enable further functionality
  • Scripts to automate workflows

Without the use of these functions (plus many more) your database structure becomes outdated, functional capabilities decrease, and integrations with the latest applications become impossible. This results in the need for tedious workarounds, or worse, completely missing out on the latest technology the industry has to offer.

2.    You’re not happy with your CRM’s UI and UX

In today’s online world, the user interface (UI) and user experience (UX) play a big part in how successful a product can be. From websites and mobile apps, to internal systems and more, a good UI and UX enables customers to receive what they expect, to help them achieve what they’re looking to do.

When it comes to your CRM, there should be no difference. With an easy-to-navigate interface consisting of clear labels, fields and logical steps, your day-to-day activities will seem easier, take less time, and multi-tasking will become second nature.

Slow, non-intuitive and bulky CRM systems are a thing of the past. If you and your team aren’t happy with how your current CRM operates, it’s time to make a switch.

 

3.    You receive little or no support from your CRM vendor

When adopting a CRM system, support from your vendor is one of the most vital parts to success. Firstly, you and your team need sufficient training to maximise the potential from your CRM. So it’s important you choose a provider that offers helpful, interactive and hands-on training.

Additionally, if something was to go wrong, like a bug or malfunction, you need to be able to contact your vendor and be confident they’ll do their best to support you.

In short, if your existing CRM vendor doesn’t offer reliable customer support, your productivity may be affected. If that’s the case, it’s time for a new CRM.

4.    Your salespeople dislike your CRM

It’s known that salespeople aren’t huge fans of their CRM systems. In fact, a surprising 66% of sales leaders (data taken from a survey of over 500 sales leaders from the US, Canada, the UK, and Australia) aren’t confident that their CRM can help them meet customer expectations. But why is this the case?

Where many businesses still use old, complex, and slow CRMs, accessing important information quickly becomes painful.

That’s why, when looking to switch to a new CRM, it’s crucial you choose a system that empower your sales. Utilising automated sales processes, as well as allowing them to enter, access and update important information quickly is essential.

5.    Your CRM isn’t GDPR compliant

When using a CRM system, it’s a given you’ll be storing information on both prospects and customers. But is the way you store data fully in line with the General Data Protection Regulation act (GDPR)?

The consequences for non-complaint GDPR companies are huge. So, if your current CRM doesn’t support GDPR-related functionality and you have to store GDPR documentation separately, why not make things simpler? Having a GDPR compliant CRM will not only help you avoid legal matters, but will eliminate the need to obtain, document, and store consents/subscriptions in a lawful way.

Is it time for you to switch CRM?

For many, relating to even one point on this list is enough to get the ball rolling. If you feel the same, then it’s time to switch CRM.

Although it may seem daunting at first, there are several resources online to help with your move, and you’re certainly not alone. As both Microsoft and NetSuite CRM implementation partners, we help businesses achieve their objectives. We have the skills and knowledge in house to ensure efficient and accurate business processes are in place using the latest software. Contact us today for more information on how we can help your business.