User adoption can be the Achilles heel of CRM implementations, not addressed until the tail-end of the project.
Many drivers of digital transformation often get excited and passionate about implementing a piece of technology but don’t include the end user. This can mean that the Sales team end up failing to use the very technology that can make their life easier.
User adoption can be frustrating but it doesn’t have to be. It all depends on how you approach the situation and the tools you provide to drive the user adoption of the Dynamics 365 project.
Here are some quick tips for successful end user adoption for a Microsoft Dynamics 365 for Sales project:
Meeting with the users working with Dynamics 365 for Sales is one of the most underrated tasks that needs to be done. They will work with the solution for most of their daily business tasks. Therefore, it is crucial to listen to the process from the end users perspective and listen for key words/phrases like: “it would be nice if...” or “I wish we could...”
This will establish a better understanding of the process you need to re-engineer and solve pain points for. And importantly to establish ownership to the team that will adopt the new process.
Users can just adopt the best practices for the out of the box Dynamics 365 for Sales you implemented, right? Not quite. Every organization uses different processes to service their customers and most processes have been implemented separately to achieve the highest level of effectiveness for that task.
Therefore, it is important to develop a best practice guide unique to the specific process entity. This gives the users a resource to review for all processes throughout the system.
Rather than have the end users read through guides as thick as tree-trunks, save some paper and adopt a more creative approach. By creating a library of short videos, walking the user through the most common tasks for each department, you’re creating an asset for the whole company for the future. This can also increase the company’s return on investment for their new Dynamics 365 for Sales, by decreasing training time for new employees, enabling a streamlined training for all relevant business processes, and enhancing user knowledge of Dynamics 365 sales and service applications.
Video assets provide an excellent foundation for teaching the best practices within Dynamics 365 for specific organizational processes. Giving users the resources they need will instil confidence in the new re-engineered processes will drive successful user adoption.