One of the great features of Dynamics 365 is that it can be accessible anywhere: through an internet browser, Outlook or on a mobile device. To encourage user adoption, it's best to ensure that you offer Dynamics 365 through the method your users prefer.
Hurray, the Dynamics 365 October 2018 Release Overview has arrived! CRM nerds rejoice! The Business Applications October 2018 release bring some pretty significant updates with it that can allow for your business to further maximize efficiencies and enhance business processes leveraging the Dynamics 365 technologies.
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.
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.
Who wants to be a Super User in CRM? One surefire way to increase user adoption in your Dynamics 365 system is to build a team of CRM super users. Play with the terminology here to find what works in your organization. These can be super CRMers, Super Users, Early Adopters, CRM Advocates or any clever term you can think of.
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.
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.
End users of your CRM system (or any other system!) are the most important building blocks to a successful implementation. Why then are they so often overlooked? Why does management so often dictate requirements without a single consideration of how the end user will react?
"They need to learn how to use this to do their job; they will figure it out.
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.
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.