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Dynamics 365 User Adoption: Business Process Flows for the Win!

Business Process Flows allow you to translate your organization's Service & Sales Processes into simple steps for end users to follow. If you don’t have a process, work with managers to define one! (If you find yourself starting here, remember to include your End Users throughout this entire process - not just management!) Use drag & drop functionality to customize your organization’s process in a simple, easy-to-follow way.

Dynamics 365 User Adoption: Why aren’t they using it?

There is most likely a pain point that your users have in their daily job (which is often times NOT in CRM). Your challenge, should you choose to accept it, is to find that pain and use technology (CRM!) to automate it! There are a number of ways to accomplish this and increase user adoption at your organization:

Job shadow (great for Customer Service Reps & Inside Sales Reps)
Ride along (Salespeople)
Look for manual Excel reporting they are providing to their manager

Spending the time with your end users to really understand why they are not using CRM can pay huge dividends in user adoption.

Dynamics 365 User Adoption Tips: It’s All About the Data Quality

It's no secret that your end users will adopt a CRM system faster when the data helps them to do their job. Likewise, a surefire way to hurt user adoption is to give them poor data. It's all about the data quality.

Let's look at an example to illustrate the difference between each approach: an organization who ensures data integrity and an organization who does not spend time on data quality.

Dynamics 365 User Adoption and the K.I.S.S. Principle

I will wager that you are familiar with the Keep It Simple (K.I.S.S.) Principle, which encourages simplification over complexities. It's no surprise then that the K.I.S.S. Principle goes hand in hand with User Adoption. So how can we incorporate K.I.S.S. into planning our CRM projects?

 
Streamline Business Processes
Dynamics 365 and previous versions of Microsoft CRM incorporate Business Process Flows on Cases, Leads, Opportunities and other areas.

Dynamics 365 for Phones App: Offline Mode

The Dynamics 365 for Phones app is fantastic for an on-the-go sales team. Salespeople love the ability to bring up their CRM database via their mobile device anytime it's needed. Some common scenarios we see include:

A sales rep is cold calling an Account and needs to look up the name of the contact they talked to a year ago.

10 Tremendous Dynamics 365 User Adoption Tips

I had the extreme pleasure of presenting at this year's CRM User Group Summit Conference this year. One of my favorite sessions that I spoke about was titled "10 Tremendous User Adoption Tips" where we discussed Dynamics 365 User Adoption.

Organizations of all shapes and sized struggle with user adoption.