How to Get Started with a CRM or ERP System?

4 Most Important Phases

Are you planning to change your CRM or ERP system?

Research, change, and deployment of a CRM or ERP system can be done independently. However, it is useful to understand the considerations during different phases of getting this kind of software: research, purchasing and getting started.

In this guide, we’ll explain what needs to be taken into account when researching, purchasing and getting started with a CRM or ERP system, and what steps will be taken in the process. In case you wish to know more in detail about changing your CRM or ERP system, we’re happy to assist you. Our contact information can be found on the last page of this guide.

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Contents

2Are you planning to change your CRM or ERP system?

Modern CRM software requires much more than just customer relationship management 4

Modern CRM software requires much more than just customer relationship management

In today’s environment, much more is expected of a company’s CRM than just managing customers and sales. Marketing and sales automation software have become a lot more common, and thus CRM should be able to sync with those software. A CRM system must now be able to analyze customers’ contact information and create mailing lists which can be easily transferred onto a marketing automation software, for example. In the best case scenario, these systems can talk with one another so that no overlapping information would be created.

In addition to maintaining marketing and customer information, many other functions are also expected from the CRM system. Many companies need a project management tool, with which they can manage their projects, profitability and, above all, resourcefully manage their operations. Workers in the field, on the other hand, need an intelligent system on which they can track hours spent on existing projects and tasks, create new projects, or even create scheduled payments for sold products or services.

Invoicing and accounting management (incl. expenses and travel expenses) is especially important for the small and medium-sized companies. Thus, modern CRM systems also need to have an invoicing management system that is integrated with financial management and accounting software. Ideally, the CRM system would function as the nerve center and motherboard for the entire business, through which every aspect of the business can be managed. The information should flow between all of the functionalities, from sales lead to invoicing.

Thus, it can be said that modern SaaS-enabled CRM is a combination of past CRM and ERP, but much more agile. The SaaS-based CRM generally grows as the business’ needs grow, and is far more affordable than traditional, massive CRM and ERP solutions. Through a functional CRM system that works as a reliable SaaS service, the customer is given the opportunity to focus on the company’s growth.

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1. Why do companies change their CRMor ERP?

The purpose of using a CRM or ERP system is to support the business operations of a company and make sure that the business can be managed smoothly, efficiently, and with ease. However, these goals won’t always be fulfilled. In those moments, it is necessary to stop and think about the functionality of the systems, both together and individually. The fundamental questions would be:

“Could things be done in a smarter way and more efficiently?”Is the current CRM/ERP system the right fit for the business and its needs?”

Even though the changing process always requires its own effort, a system that is more suited to your own needs and improves business efficiency will pay off quickly.

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Changing the CRM system could be a smart solution in the following situations:The system or systems that you’re using don’t fully support the company’s operations and its further development isn’t possible.

The company wants to increase its efficiency and the current system doesn’t provide enough opportunities for that.

There are not enough tools for reporting and analyzing business activity, and getting real-time information quickly is time consuming, or even impossible.

The company is growing, and the previous system no longer meets new requirements or doesn’t develop at the company’s pace.

The company’s business processes have changed and the systems don’t support this change.

The company has a variety of software people have to use for different tasks, and their information isn’t synchronized and/or shared between the systems, causing fragmented information and redundancy.

Business wants to be more effective in terms of sales and production.

People want to get real time reporting and transparency across business goals, and the current system cannot provide such valuable reports.

The company merges with another company using a different system, and it’s important to manage multiple businesses through one system. 6 6

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An all-in-one CRM system is the most effective oneBusinesses often have 5 to 10 different systems that they use. The problem is that these systems and their information are not synchronized or shared. This is not an efficient or transparent way to manage a business. Today’s CRM or ERP systems with multiple features in one software can replace many different systems and create exceptional efficiency for the organizations using them.

The CRM system is expected to be comprehensive; it serves the company through its numerous features and integrations in a versatile way.

The CRM system should be able to handle, for example:

Customer relationship managementSales pipeline managementManaging projects and their expensesManaging tasks, resources and time trackingCreating quotes digitallyInvoicing lifecycle management with integration into accounting softwareManagement of expense and travel invoicesTeam and customer communication, and collaboration managementManaging documents and contracts Connecting to sales and marketing automation, banking and salary payment

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Additionally, the system is expected to support product sales, services sales, and project sales. None of this is too ambitious to be requested or required of the system. The more actions a business can manage with the same system, the easier, the more effective and simplified the company’s everyday life becomes.

2. What should be considered whenresearching and selecting a CRM/ERPsystem?

There are hundreds of solutions in the CRM and ERP markets, many of which are very industry-specific, offering a profound functionality for the industry. However, they don’t necessarily provide a comprehensive entity for all aspects of a business.

There are only a few CRM systems on the market that can provide all the necessary features of a comprehensive CRM - that is, all the functions needed to manage the company through one unified software.

When choosing a CRM system, you should consider both the present and the future. Not only should the system be functioning in the best possible way now, but it must also support business growth and changes in business operations within a mid-term of 5 years. This is why modern SaaS CRM or ERP is usually the right solution.

It is worth taking into account the needs of the company’s business development and efficiency, as well as pay attention to the changes that may come later. The system should be modular in a sense that it needs to be possible to integrate new features when needed. It would also be good to enable the use of new or advanced features as the business’s staff number or their needs grow.

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Step 1:Identifying needs and creating a process

In order for a company to find a suitable CRM system, thorough research of needs is crucial. Before purchasing a CRM system, it is worthwhile going through the company’s needs now and in the near future. In addition to needs, internal processes need to be analyzed as well, as it helps in finding the right CRM system for your company.

It is always worthwhile to name one person to be in charge of the changing or purchasing process of the new CRM system. It is also good to include a few key persons who have the best knowledge of their own area of operation and how the CRM system should meet their needs within and outside the company. These professionals and their needs can be the following:

Management → they need customized reporting, analysis, and monitoring tools

Sales → they need tools to manage sales pipelines from leads to closed deals

Project management → they need smooth and efficient project management tools

Consulting and Service Teams → they may need consulting and client work or field work related features

Finance and Invoicing → they need invoicing, finance and accounting software management features

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1. Assign a person to be in charge of research and deployment.

2. Analyze the company’s own processes or clarify them in a work group.

3. Go through the needs and requirements for the new system.

4. Define your company’s future growth prospects and goals.

1. What are the goals of our company?2. What challenges do we face in our current system when comparing with our

goals?3. What problems or challenges should the software solve?4. What interfaces and other software should be considered for reviewing the

system?5. Why are we changing the software?6. What is good and what is bad in the old system?7. What do we want to achieve with the new system?8. Which area of the business should be more streamlined or more efficient?9. What is the overall goal of the project?

Before changing your system or purchasing it, you should ask yourself the following questions:

The system supplier or its partners can also help with the researching process and suggest, for example, which version suits the company’s needs the best.

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Action plan:

Step 2:Comparing the features of the different systems and selecting a software for trial

Comparison of systems

The next step is to identify the systems that best meet your business requirements. Compare the features of the systems based on the list of requirements you have made. This way your attention will remain on the points and features relevant to your business. Get acquainted with the system through the materials provided by its supplier, such as guides, videos, instructions, and referrals.

Once the processes have been analyzed and the needs are documented, it is easy to begin identifying the systems that best match the company’s internal processes. It is also a good idea to ask the system supplier for assistance and help with synchronizing the processes with the system.

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Trial

Select a couple of systems you’re going to start testing. The length of the trials vary: at the shortest, a trial can run for a week, while others can run for a month.

Gather a team inside your company to do the testing. At this stage as well, it is important to appoint one person to be in charge. Resource this person and the team to have enough time to study and test the software, as knowledge of the system during trial can save you a ton of time once you begin deploying the system. This also ensures that the right decision is made and there won’t be any unpleasant surprises down the road.

It is recommended that system testing is performed with the right information, customers, and projects for the following reasons:

Support from the system supplier or its partner should be provided whenever necessary during the trial phase, and often there are many different communication channels available. Help should be able to be obtained by phone, email or chat, and, if necessary, through a consultative meeting.

Using the right information gives you the best idea of how the system works in practice.

It is guaranteed that some questions you’ll want the supplier to answer will arise during the trial. This way you’ll also get the most out of testing the software.

The information entered in the trial phase can already be found in the system, which will enable quicker deployment.

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Step 3:Selecting the system and deciding on getting started with it

After the test run, the company should have a clear picture of the system and its features. This way, the company should also have increased knowledge of the business development and CRM improvement opportunities the system has to offer.

Once the system has been selected, there has to be time resourced to deploy the system and a person in charge to handle all actions and internal communications related to the deployment. If your own resources are too small or you’re operating on limited time, it may be possible to contact the supplier for deployment service options.

There are a few phases to be taken into account when officially deploying the system. They are explained in section 3.

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3. Getting Started with a CRM or ERPWhen a suitable CRM system has been selected, you can get started with implementing the system. An already tested system must be put in place in a way it can be officially introduced to the entire staff.

There are several things that affect the introduction schedule: the size of the company, the amount of data to be transferred, the diversity of internal processes and the timetable for system usage training. From the point of making a purchasing decision, the CRM system is typically ready to be deployed between two weeks to a few months.

If the company hasn’t used any kind of CRM or ERP before, it is advisable to start using the system step-by-step. After all, new things are easier to absorb in small batches.

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Step 1:Scheduling and choosing the people in charge

Realistic scheduling and choosing the people in charge are very important aspects in getting started with a new system. The people in charge can help other staff members to learn how to use the software and with any other problems regarding the system. If needed, they can also provide feedback and wishes to the system supplier.

It is a good idea to set a target time by when the system should be fully operational. The system provider helps and advises on scheduling.

Within the company, responsibilities can be divided between people in charge. One of the clear areas of responsibility may be to collect data from the old system to be transferred to the new one. Another one may be financial management related interfaces, and the third one settings, for example.

Step 2:Configuring the software ready for use

SettingsBefore the system can be used, the system settings must be set, and the wanted features and interfaces activated.

Adding users and configuring permissionsAll employees of the company will have their credentials created in the system and the appropriate permissions selected. There are permissions on different levels and the company itself can decide what permissions are given to which users (e.g. which information or feature they can access.

Transferring customer and project dataNow is a good time to go through all the customer data and contact information added over the years to the old system. There’s no point in adding old data to the new system!

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Step 3:Collecting and transferring data

Customer and project information is imported from the old system or files to the import bases of the new system, which are usually Excel-based. The system supplier provides instructions for this, if necessary. Importing data to the system is usually simple and doesn’t require manual input. If needed, your supplier or partner can help with this migration of data.

Step 4:Internal communications and training

Introducing the system requires clear internal communication so that everything goes according to the plan and schedule. When the timetable is known, it’s good to inform the staff, as well as tell them about future training and other practical things related to the new system.

Training is an important part of the new system’s introduction. Training can be organized internally, but service providers also usually offer their own training for deployment. It’s absolutely worthwhile to make use of these services, as training will enable for the deployment to be as smooth and cost effective as possible.

If the supplier has created good materials about the deployment phase and features associated with the system, it will facilitate and speed up deployment. At the same time, it promotes efficient use of the system in the company and reduces the costs associated with deployment. Material should be made available to all staff members.

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4. Implementation and continuousdevelopment

Now all the phases from researching different software to deployment have been covered. However, it is worth remembering that development doesn’t end with the introduction of the system. Through continuous development and usage of the system, companies can profit more and more out of it.

Some suggestions for development:

• When a new system has been implemented, it’s good to have internalreviews. Has there been something that wasn’t considered when gettingstarted? Changes can and should be made whenever needed.

• New perspectives emerge through use, and the use of the system shouldbe developed as needed.

• New features can be deployed step-by-step once the previous featureshave been mastered.

• It is worthwhile to train the staff for a more efficient usage of the systemlater on as well.

• Systems are constantly updated with new features that are good to keeptrack of.

Which of the features could and should be added into use with your company? An easy way to keep up to date with your system updates and new features is to subscribe to a customer bulletin or newsletter.

You can learn a lot about your system by exploring different articles and videos, using the system’s own chat service or by participating in webinars.

All in all, it is worth taking a curious approach to your system, and to thoroughly explore all its features and functions. The system will not break, but there are many useful ways for companies to make their operations simpler and more efficient.

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Taimer is an exemplary modern Finnish SaaS-based CRM and ERP system that combines the tools needed by the company into one easy-to-use software. Projects, customer relationships, sales, invoicing, internal and external communications, and time tracking can be handled smoothly on all devices, regardless of location. With different integration possibilities, the system expands into an even increasingly comprehensive one.

Find out more about Taimer and its benefits on our website, and try any of the available versions for free. During the trial, you can either contact Taimer directly or one of our partners.

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sales@taimer.com +358 20 7348 471 www.taimer.com

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