9 Steps to Implement an Effective MS CRM System for your Organization

Running a business is not easy. Even if you have the best teams in place with all the knowledge and skills you need, it still takes a lot of time and effort to have all aspects of your business in place. The best way to tackle that is to have an effective MSCRM is place. Following are the 9 simple steps to implement an effective MSCRM system for your organisation:

  1. Qualify: This stage defines the bench-marking of all processes, responsibilities and business strategy alignment to outline the organization’s understanding of the MSCRM system concept and bring to light any business issues that needs solutions through the MSCRM.
  2.  Initiate : This stage creating an efficient project team and an overall framework of plans. This is critical because based on this, the  outline of the project is developed and an understanding of how the project will be managed and the goals achieved will be derived from here.  The key elements to be considered are :
    • defining the development processes
    • clarifying roles and responsibilities
    • ensuring one common source of all customer information.
  3. Define: Usually a series of workshops are conducted to understand and analyse the organization’s current business and IT strategies w.r.t the defined project goals, to ensure the business Key Performance Indicators (KPI’s) and project are properly aligned.
  4. Design: The design phase targets the customer’s business processes and redesigns them to function more efficiently in accordance with its objectives and KPIs. The organization’s various stakeholders also get to see how the mscrm solution would be aligned to the business plan, including specific requirements that would have come up from various departments.
  5. Build: Post the design phase, the prototype of the conceptual design with the standard system starts taking shape. All functionalities including reports, interfaces and programs/ applications specific to the customer can be seen here.
  6. Prepare: In this stage the solution is compared with the situations discussed during the ‘define’ and ‘design’ stages. Changes as required are made along with the data population, post which the migration take place.
  7. Transfer: This stage is the key. Usually the consulting company runs through a series of workshops with organization staff to ensure they are trained in the new solution and can carry out their day-to-day activities in the most efficient manner.
  8. Sustain: In this stage  the consulting company does more hand-holding and provides with additional support as required during the business cycle, for smooth flow of activities.
  9. Review: This stage involves a review of how the business and system are aligned, including how business changes, process updates and new staff training are being managed within the system along with new requests  that may crop up from the organization’s point of view.

Case Study: Reliance Life Insurance Company

Life insurance customers rarely get in touch with the insurer. Reliance Life’s goal is to leave a lasting impression in that minimal interaction with its customers for maximum retention. The challenge was how to provide consistent service — be it at a remote or metropolitan branch or at the call center. Microsoft Dynamics CRM 2013 allows Reliance Life to achieve all this and more. By integrating all customer touch-points, it creates a seamless experience from on-boarding to claim.

This is where Pragmasys, stepped in and implemented Pragmassurance, our solution for the Insurance industry. Read the complete case study here.