Implementing a Dynamics 365 CRM system is a significant step but the real success lies in ensuring that people effectively adopt this technology.
To ensure impact and realise the potential value of Dynamics 365 CRM, this article shares best practices to avoid or overcome common user adoption challenges.
Poor training, resistance to change, weak leadership, and poor communication are some factors that contribute to low adoption rates and failing CRM projects. Ignoring these issues can easily waste time, money, and resources, so let’s look at the solutions.
Promoting Dynamics 365 User Adoption
One of the first steps to drive user adoption is thorough Dynamics 365 pre-implementation planning.
Conduct a needs assessment to define and align your objectives with the organisational goals supporting your CRM vision.
Your vision statement should guide your project. It should communicate the purpose, objectives, and intended outcomes of implementing Dynamics 365 in a clear and inspiring manner.
Stakeholder Buy-In
Securing stakeholder support from the start is essential.
Your partners on this implementation journey can range from board members and department heads to end-users and IT personnel.
Each brings unique perspectives, potentially innovative solutions and concerns.
Involving them from the outset will help ensure their needs are understood and addressed throughout the Dynamics 365 adoption process.
For example, senior management will be concerned with the impact on the bottom line and demonstrating ROI. Department heads will want to ensure the CRM system helps them meet their performance goals and overcome current pain points.
The people expected to use Dynamics 365 will determine successful adoption. Seek feedback on what features they need, what they struggle with, and what will improve their experience.
Their first-hand insights will lead to practical improvements for a personalised and intuitive system.
Partnering with diverse stakeholders from the start encourages open discussion and ideas. This collaboration creates early buy-in, informed decisions, and a shared vision of success in Dynamics 365 CRM adoption.
Adoption Strategy
Develop a comprehensive adoption strategy that defines roles, responsibilities, and timelines. Your strategy should include a training and support plan and a communication plan outlining how the new CRM system will be rolled out.
The goal will be to ensure everyone knows what they need to do to avoid surprises or misunderstandings later.
Training and Education
Initial training and continued information sharing are vital in boosting Dynamics 365 CRM user adoption. Tailored training for various user roles and skill levels should be a core part of your implementation plan.
Additionally, provide ongoing support through a combination of knowledge resources, training guides, video tutorials, and helpdesk assistance.
Encourage hands-on practice and create opportunities for users to ask questions and share feedback in “lunch and learn” and other similar sessions.
Change Management and Communication
Address people’s concerns and foster a positive attitude towards your CRM project.
Clearly communicate the benefits of Dynamics 365 to the people who will be using the system. Demonstrate how it aligns with their individual goals and will help them do their job better.
The more you can do to make the transition to this new technology as smooth as possible, the better.
You should be prepared for resistance from some individuals, which is natural and should be expected. People expect to be heard, and some issues may be justified. These concerns should be addressed head-on and provide support when needed.
Developing a collaborative culture with open knowledge sharing will increase trust and heighten user engagement.
User Experience and Interface Design
A Dynamics 365 application that is effectively customised to fit your processes and terminology is crucial to secure adoption.
Work with a partner to adapt the interface to meet specific needs, which may include role-specific views. This ensures everyone can quickly find the information they need and makes it easier for them to complete their tasks.
Your Dynamics interface should be accessible and consistent across desktop and mobile devices. It should also support experiences through Outlook and Microsoft Teams so people can work how they want to. Increasingly, CRM records, tasks and processes can be accessed directly within these apps to minimise time spent switching between interfaces, simplifying adoption.
During the design process, map the functionality requirements of specific job roles with security roles and Dynamics 365 licences. This will ensure everyone receives adequate entitlements to access the necessary functionality and information. It will also help you avoid overpaying for licences.
Regular user feedback will guide further improvements. As an interactive touch, some organisations use CRM metrics to tap into competitive gamification techniques with leader boards and rewards that cement Dynamics 365 adoption.
Final thought
A Forrester Research study found that 38% of respondents reported CRM problems resulting from people issues, such as user adoption and difficulties in aligning the organisational culture with new working methods.
By following best practices like pre-implementation planning, role-based training, effective change management and focusing on user experiences, you can overcome adoption challenges and demonstrate successful outcomes from your Dynamics 365 implementation.
At ServerSys, we understand the intricacies of user adoption. With our Microsoft Dynamics 365 solutions, we prioritise practicality, ease-of-use and, most importantly, partnership to simplify adoption processes.
Please get in touch with us today to discuss your vision.
