So You’ve Purchased A CRM? Now What?

Posted on February 10, 2015

Congratulations, your organization believes in CRM as a strategy!

You’ve paid the fees and licenses are turned on. Now what?

There are literally hundreds of things to consider.

Here at App Solve, we always recommend and work with a Pre-Business Process Review (BPR) Document that we send to our customers ahead of project kick-off. This way our customers can take the time with their team and stakeholders, to clearly document the details of their business processes. This ensures that customers know what to expect, and we know exactly what we’re building.

Some of the primary considerations are: What product did you buy and what are its capabilities? How many licenses will be used? Were there any additional services purchased or license variations? In the case of Salesforce.com, did you buy Data.com? Premier Success Plus? Or possibly Platform licenses? Who will be using the system? Is it Sales? Purchasing? Customer service?

We like our customers to put into their own words their primary objectives for implementing the CRM, that way we can always revert back to their initial goals to ensure we’re delivering a successful project. We also like customers to put into their own words – critical success factors and any potential challenges that they may see arise as we move through the implementation process.

When it comes to user setup, we ask to receive a view of the user’s titles, reporting structure and geographical locations so that we can set hierarchy and regional differences if necessary. Next we ask to document any viewing, access and permission restrictions that you need to have set up in your business. Typically when setting up a sales team for instance, we arrange it so that a sales rep can see their colleagues’ account and contact information, but not their colleagues’ detailed opportunity information. This creates an environment of information sharing that is competitive but cultivates a helpful team as well. Another team member might have a relationship with a contact in a colleague’s patch, and they can quickly and easily leverage each other’s relationships, using that visibility into each other’s business.

Are there different kinds of users like Channel Partners that will also be selling into your customers? If so, they will likely need different type of access than that of a core Sales Manager, for example.

How is your business marketing today? How do you find leads and manage your lead routing? Can we set leads to route to the appropriate sales rep, just at the right time? What are the steps that need to take place in order for a qualified lead to become a closed sale?

We’ll demonstrate during the project the information our customers typically capture at each stage of their process and within each object. For example below – what is important to this customer when a lead becomes a potential sales opportunity?

  • Account Name
  • Opportunity Name
  • Close Date
  • Opportunity Owner
  • Stage
  • Amount
  • Type Forecast
  • Category
  • Primary Campaign Source
  • Probability %
  • Lead Source
  • Win Reason(s)
  • Loss Reason(s)
  • Lead Description
  • Primary Competitor
  • Next Steps
  • Description

We’ll remove any information that isn’t required and we’ll add what’s missing. We will go through this process for every major object and information page that is key to this customer – Accounts, Contacts, Finance, Projects, Knowledge Base, Marketing Automation, etc.

One of the last questions we’ll ask, which is often the most important – what other information do you feel we need to know prior to the start of our initial BPR session(s)? We’ve learned that this one question is the most important way of avoiding ‘gotchas’ given that when we ask if there is anything we’ve missed, it typically brings out information that may have otherwise been overlooked.

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What Our Customers Are Saying

"Great team to work with! App Solve knows their stuff. They helped to get Pardot integrated with Salesforce, and I am excited to see what we can do with it."

Dawn Jones, Director of Marketing | Kraun Electric Inc.

"The App Solve team was very knowledgeable, organized, and worked diligently to set up Salesforce and Pardot within a tight timeframe. We enjoyed working with everyone on the project and appreciated the guidance along the way."

Simon Dealy, CEO | HIRE Technologies

"Experienced partner with good staff. We did our first project with App Solve this past summer. It was implemented professionally and has had a positive impact on our business. The staff are responsive and know their stuff. We will definitely use them again."

Aaron Jones, CEO | Kraun Electric Inc.

"Highly skilled and easy to work with! I’ve been working with App Solve for several years as a Salesforce partner and a software implementor of our platform - Accounting Seed. In my experiences with App Solve, they've been spot on with respect to the Accounting Seed and Salesforce value proposition and I've had countless successful project roll-outs with our mutual customers! Cheers to many more, App Solve!"

Anthony Schermer, Senior Account Executive | Accounting Seed

"A great long term partner. The team at App Solve has helped us implement several strategically valuable modules, custom design, and workflow processes to our org. We have been working with them for four years now. They understand our business needs and help us scope projects appropriately for our requirements and budget. Planning projects is always difficult when we don't understand the complexity of some challenges. They help us navigate appropriately and are reasonable to work with when original plans inevitably end up drifting into something different than first envisioned."

Craig MacAdam, CFO | Lift North America

"App Solve is great to work with, they take the time to understand our business and how best to implement Salesforce solutions to meet our objectives. Very knowledgeable team to work with our company as we rolled out Salesforce across North America to 12 cities, implementing our entire business. It was a pleasure doing business with App Solve. Thank you."

John Chiaramonte, Senior Business Development Executive | Enwave North America LP.

"Exceptional work and customer service! We contracted App Solve to help us with an implementation roadmap project and feasibility study. We were very pleased with the level of service they provided, the clarity of communication, and the attention we received. All our needs were addressed! I strongly recommend App Solve, their level of expertise, and customer service are unparalleled."

Asia Nebesnaia, IT Project Manager | Cox Automotive Canada Company

"Extremely pleased. David and his team have been a dream to work with. They are very responsive and complete projects in a timely manner. They also take the time to thoroughly explain things to a novice Salesforce user. I look forward to working with David in the future!"

Sierra Hayes, Operations Manager | Dream Local Digital

"We worked with the App Solve team to implement Salesforce for our organization, including the main system architecture and setting up the data model needed for our business. They have been a true partner in getting us rolling with Salesforce and have also been of great assistance in tackling smaller projects after the implementation was largely completed."

Gregory Kennedy, Controller | Generis

"Great Group to work with. We have used App Solve a few times and they have been great to work with. They were very knowledgeable and showed a willingness to work with or organization. I will use them for future consultation."

Chris Haase, President | Environmental Products Group

"Fantastic experience working with Pattie & David. Our company recently completed the transition to Lightning with the competent, guiding hand of Pattie. This transition provided us the perfect opportunity to fix an ongoing issue that was caused by a custom-built feature. Pattie & her team took the time to clearly understand the issue and to take the proper steps to fix it. I would highly recommend App Solve to anyone looking to integrate Salesforce into their business."

Lee-Anne Golden, Managing Director | Urban Flats Toronto

"A true partner. The team at App Solve is amazing. We have truly valued their expertise and consider them a partner, helping us maximize our Salesforce experience. They have been lifesavers on more projects than I can count. We look forward to a long and productive relationship. 5 stars all around!"

Kerrie LePage, Director of Marketing and Product Management | Edenred Commuter Benefit Solutions

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