In simple terms, a CRM software platform is a system that allows companies to organize and manage their customer relationships and any and all data related to them.
Over the years, CRM software has become a necessity for improving efficiency and automating processes across the organization. This is the reason why many smart businesses make the decision to integrate CRM software from the very beginning.
However, these businesses will tell you that even with all the perks, no CRM implementation lasts forever; especially if the software had mediocre features. As the company experiences growth, underlying issues with the software come to the surface.
For example, you might hear through the organization’s grapevine that employees are using spreadsheets or other solutions. Besides that, customer complaints and productivity in the sales department might also emerge.
It’s crucial for the entire organization’s productivity and ultimately profitability that you review your old CRM software’s capabilities. If the analysis comes up with problems that hinder your ability to deliver high-quality customer service, it’s time to scrap your old CRM software for a new more effective one.
Here are some tell-tale signs that can help you identify whether you need a new CRM or not.
It’s Just a Glorified Database Now
Effective and well-designed CRM software platforms like the Solastis CRM+BPM platform should boast a number of features that improve process automation. If you have just been using your CRM as a database to store customer information, email history, and other information, it is only a glorified database. You should be able to use your CRM software to analyze trends, manage projects, draw insights, and much more.
If you notice this sign, new CRM software with better capabilities is crucial.
Your Old CRM Doesn’t Provide Centralizes Source of Information
If your team still has to use a variety of online and offline programs to track customer information, manage leads, and close deals despite having a CRM, what’s the use of having one in the first place?
One of the core functions of CRM software is centralizing information related to your customers, projects, sales, leads etc. This central database eliminates the need for multiple-end data entry and facilitates automated updates from one location.
If your employees have to sift through multiple locations to find one document or have to ensure each time which email address a client currently uses, your CRM software needs to be replaced. Continuing to use the same software will only put a dent in your productivity.
Only One or Few People Can Use the CRM Software
Single point of knowledge and centralized information means that anyone within the organization should be able to have access to it. In other words, an effective CRM is one that doesn’t require a large learning curve for someone to use it.
It is critical for your organization’s productivity and efficiency that everyone can use, interpret, and navigate the CRM software and that too, without needing the help of the person who configured it.
If that CRM expert is absent even just one day, your entire sales department along with others will be shut down. You shouldn’t rely on just one person to be able to understand the complete functionality of your CRM software.
If this is true for your organization, it’s time to ditch the old platform for a new CRM software platform.
You Still Create Reports Manually
Whether its customer insights, employee performance, sales trends or other analytics, if you have to create reports manually, you need a better CRM software platform. Having to switch back and forth on multiple programs and creating manual reports is time-consuming, not scalable, and prone to error.
Effective new CRM software will allow you to create more accurate reports automatically. Having all information centralized will make the process even more efficient. This will free up time for you and your employees. Instead of spending time on manual reporting, they can pursue leads.
The CRM Doesn’t Facilitate Case Management
When your sales team is unable to segment customers and cases, it leads to angry customers or clients that complain of being alienated or receiving the wrong information. It’s crucial that you have a CRM that allows you to segment your audience, organize cases, and be able to track the progress and communicate with the customers from within the system.
Solastis CRM+BPM software platform is one such system that has comprehensive central case management and ticketing system. It also allows you to integrate email notifications that come in handy to keep the customer updated on their case.
Updates and Add-Ons Stops It from Working
Like every other software, updates are unavoidable and even necessary to keep the software running smoothly. However, if the contrary is happening and your old CRM software is interfering with the platform’s performance by slowing it down or not working at all, it’s time to switch.
CRM Governance and Security is Missing
CRM governance mainly refers to the management of who has the authority to alter and have access to certain information. Solastis offers an authorization feature that you can use to specify who has access to cases, leads, contacts etc. Furthermore, you can customize it based on case types and even by roles.
Similarly, an unsecured CRM software platform can lead to data loss or even data theft. If you notice security gaps in your old software, you need a new one that offers multiple layers of protective measures such as SSL encryption, Recaptcha protection, password policy, and 2-factor authentication.
Lastly, if your employees are not using the CRM and adopting it to automate processes, there is no point of getting it integrated into your business operations. You need to keep in mind that the CRM software will only produce results when it is utilized and integrated across the organization to optimize daily activities.
You can get metrics to see the usage rate by looking up the login rate or by simply asking the employees. It may come as a surprise that a whole unit or department might not find the CRM effective.
With their input, you can get a new CRM software system that actually supports the organization’s business processes and improves its efficiency.
If any of these signs are becoming noticeable in your organization, it might be time to scrap the old software and get new and more effective CRM software. Solastis creates a platform that is designed to support effective automation across departments.
To find out why you should consider Solastis and the features you would be able to take advantage of with its simple implementation, click here.