The consequences of poor user adoption can cripple companies. Lost opportunities. Low sales growth. Lower than expected ROI. Loss in productivity. Unhappy users.
Most companies thoughtfully and painstakingly research their CRM solution prior to purchasing, so many are surprised when they encounter problems. But you’re not alone. Lack of user adoption is known to be one of the primary reasons why SaaS CRM projects fail. CoreMatrix can help you overcome these issues to drive adoption and drive success.
It’s not whether your technology works. It’s whether it works for you.
At CoreMatrix we know that in order for you to achieve your objectives, your people, processes and technology need to be harmonized. If any of these are out of balance, adoption inevitably will suffer. It doesn’t matter how great your solution is, it has to work for your company and your objectives.
Drive Adoption. Drive Success.
With more than 1,400 successful cloud computing engagements, CoreMatrix knows that without the right amount of focus on end-user adoption right from the beginning, most SaaS CRM solutions will fail to meet expectations. We also know the necessary steps to turn this situation around to drive adoption and drive success.
The Solution: CoreMatrix User Adoption Assessment service
Overview
Service Overview
Whether you’ve been trying to leverage the full potential of your SaaS CRM system for years, or have recently begun the journey, CoreMatrix’s User Adoption Assessment service quickly pinpoints why you are having difficulty achieving high levels of user adoption and what immediate steps you should take to obtain the greatest value from your investment.
We’ll provide a short-term action plan and long-term roadmap for achieving high levels of user adoption. We’ll map out how you can improve your ROI and lower your total cost of ownership while improving business performance.
Initiate
Initiate
At CoreMatrix we listen— a lot. We also ask lots of questions. Our flexible methodology will tailor a path forward to meet your unique business drivers. We’ll develop a plan reflecting all of the people, processes and data flows that interface with your CRM solution and are critical components to your success. All stakeholders will see how their role relates to and impacts the ultimate goal of achieving better results with end-to-end synergy.
What you can expect in the Initiation phase:
• Scope of the User Adoption Assessment is outlined
• People, processes, and data flows are identified and synergized
• Project schedule, including milestones and checkpoints are defined
• Project officially begins
Assess
Assess & Define
At CoreMatrix, we dig deep to assess where you are and how you got there. Moreover, we’ll work with you to define where you want to go and how to get there. We’ll walk through your current CRM system to determine the capabilities, configuration and customization necessary to get you where you want and need to be as an organization to meet your goals. We’ll review reporting requirements, integration points with back office systems, and data quality issues and considerations. Based on best practices in CRM project management, we’ll outline your path forward identifying your key adoption inhibitors, how to mitigate them, avoid risks, and get your organization back on track.
What you can expect during the Assess and Define phase:
• Stakeholder and user interviews
• Current baseline CRM ecosystem analysis
• Inhibitors, pain points and inefficiencies identified
• Adoption goals, objectives, key metrics for success defined
Prioritize
Synthesize & Prioritize
CoreMatrix will define and describe the key issues impacting user adoption, as found in the Assess and Define phase. For each issue, its impact to the business will be assessed and indicators of what needs to change in terms of people, processes and technology will be outlined. The benefits of solving these issues will be illustrated, allowing you to prioritize and attack the problems head-on.
What you can expect from the Synthesize and Prioritize phase:
• Key adoption inhibitor themes are identified
• Key adoption initiatives are identified and prioritized
• Alignment of initiatives and adoption goals
Adopt Plan
Adopt Plan
We’ll present a plan to get you to where you want to be. A detailed CRM Adoption Roadmap and Phase 1 Adoption Plan will outline every step to ensure a successful path forward to overcome adoption inhibitors. The Roadmap will include checkpoints along the way to measure and review progress against the Roadmap and your goals and objectives. We’ll clearly identify the time, costs, dependencies and resources required to drive adoption and achieve your objectives. In short, CoreMatrix will be with you every step of the way to Drive Adoption and Drive Success.
What you can expect as part of your Adoption Plan:
• Detailed CRM Roadmap and Phase 1 Adoption Plan
• Key Findings, Recommendations, Next Steps and
Resource Requirements
• Specific metrics and measurements to determine increased user adoption
• Business case to support the investment in the Adoption Plan
• Executive presentation by CoreMatrix User Adoption Assessment experts
