Content Records Management (CRM)

 

There are many CRM's on the market that offer different functionality at different price points. Some of which will be suitable to your business needs and others may not. It is an arduous and time consuming process to assess and review all of your CRM requirements, options, setting up, training and documenting the system but it is worth spending the time and money to get this right from the outset so you can maximise value, efficiency and understanding of what the CRM can do in relation to your business requirements.

Do you need a new CRM?

There are many reasons why your business may now require a new or alternate CRM. Some of these reasons include:

  • Significant business or client growth
  • Employment of addition of staff
  • To take advantage of process efficiencies
  • Experiencing loss of business or opportunities
  • Moving from rudimentary client management systems such as excel or paper
  • Loss of client details
  • Keep track of leads, opportunities and clients
  • One system to do everything
  • Use by staff in multiple locations
  • A single repository for clients
  • Manage clients, campaigns or status’s

When do you need a CRM?

Determining an appropriate time to implement a CRM can be dependent on several factors including budgetary and financial dependencies, loss of efficiency and opportunities due to not having a centralised system and the number of users that will be utilising the system. When is the right timing is different for each business and a decision will need to be made by assessing the above factors in conjunction with the benefit vs cost. A good guide as to whether you need a CRM yet or not is whether the benefits of having the system outweigh the associated costs of implementing the CRM.

What are the costs of a CRM?

There are many costs associated with changing or implementing a new CRM, some of which businesses may not take into consideration during their decision making process. Some of these costs include:

  • Licensing - usually by user or fixed per month
  • IT - additional server costs, depending on program chosen
  • Set Up - time and costs for you or a consultant to set up the system
  • Training - trainer and trainee preparation, facilitation and participation time and costs of training staff on how to use and get the most out of the CRM
  • Documentation -  The time it takes to develop training and user manuals specific to your business.


What Ellesmere Consulting Can Do For You

Once you have made the decision that you do require a CRM there is a lot to be considered to select a suitable system and then after to successfully implement the system into your business. Our experienced consultants have experience with many different CRM's both commercial and proprietary and can offer you the following services to ensure your transition to your new CRM is as successful as possible:

  1. Identify Business Requirements - this is key to the success of your CRM implementation and requires finding out what the strategic objectives and business requirements for the system are. We document these and complete a gap analysis of current and future processes if necessary or make recommendations on how to streamline processes to ensure the CRM selection and set up is completed with these in mind.
  2. Provide CRM Comparisons and Recommendations - choosing an appropriate CRM is arguably the most time consuming part of this process and ineffective or incomplete research and comparisons often result in unsuitable or costly systems being chosen. At Ellesmere we are constantly keeping up to date with the latest in CRM systems available to the market and provide you with the details of our comparison research, as well as analysing the options with your business requirements, industry and objectives in mind. We then provide you with recommendations for suitable systems you can trial or choose
  3. Set Up CRM - this includes setting up many facets of the system and will vary from business to business depending on what your business requirements and objectives are. Some of the standard areas that are set up include: contacts, leads, opportunities, templates, email integration, reporting, dashboards, automated emails and reporting, tasks and workflow, marketing campaigns and mass emails etc. To do this yourself can be a false economy as it takes an internal person a lot longer to learn and the  set up a system than it would be a professional in that area
  4. Train Staff - once set up is complete staff will need to be trained on how to use the CRM to use and get the most out of it for your business. We can take this hassle away from you by facilitating this training for you and using our in depth knowledge of the system to answer questions and provide examples
  5. Document  - an area commonly overlooked is the documenting of a process or system. Ellesmere consulting specialise in documentation and can provide you with a user manual reflecting business processes pertaining to the CRM that can be used in conjunction with your other business processes.
  6. Ongoing Support - although we train your staff to use the system, you may not have the time or inclination to make changes and maintain the system yourself, preferring to spend your time on revenue raising activities instead. In this instance we can tailor a support package to suit your ongoing needs. This enables your systems to adapt to the ever changing needs of your business.

 

For more information or a FREE no obligation consultation call us on 1300 550 775.

 

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