Are Your Employees Not Using Your CRM? Here’s How to Increase Adoption

By Denise Hazime • April 4th, 2018
Audiences: End Users, Business Manager

If your business has installed a customer relationship management (CRM) solution and trained its employees on how to use the software, but haven’t noticed any significant benefits or changes, there’s a good chance your employees are not using it. Only 40% of businesses with installed CRM solutions have adoption rates of over 90%, so it’s very likely that your workforce isn’t making the best of their installed solution. There are a few things for you to know if you suspect that your employees are not using your installed CRM platform which may help you to solve the problem in a proactive manner.

The Key Benefits of CRM

If your employees are not using your installed CRM solution, then there’s a chance that the benefits of using it have not been clearly communicated to your team. CRM's are an important tool for the entire office, not just your sales team - they can be used to enhance your company’s standing with important clients, using acquired data to better understand and meet their wants and needs.

CRM solutions increase overall employee productivity through integrations with other workplace software, increase revenue through more efficient selling, can streamline email marketing efforts, and even allow for increased internal communication between you and your employees. It’s important that your employees truly understand what a CRM can do for them as employees and for the business as a whole - once the benefits are understood, then adoption rates are more likely to rise.

Discuss concrete benefits, such as not needing to field inquiries from multiple channels from the same client for your customer service department, or the ability for accounting to look up if active work is being done for a client that may have a delinquent account. Metrics about improving business efficiency may work for your management team, but won’t be as effective for your foot soldiers on the ground - they need to know what’s in it for them.

Why Your Employees May Not Be Using Your CRM

Once the benefits of using CRM solutions have been effectively communicated and understood, you may still notice that some of your employees still are not using the tools. This can be chalked up to a variety of reasons, including that the CRM in question takes up too much of their time and doesn’t include any level of automation or integration, or perhaps they have not been trained effectively on how to use it properly. Some solutions can have steep learning curves and may turn off employees who are not tech-savvy. Some legacy CRM solutions also make data analysis and reporting a chore for employees, so this could be another element turning off your team - many modern CRM’s, including all the ones that UpCurve Cloud provides, offer data in the form of automated and easy-to-digest insights which make these platforms much easier to use for your entire workforce.

What You Can Do as an Employer

After you have determined why your employees may not be using your workplace CRM solution, you will be able to better solve the problem in a variety of ways. The first way is to learn who in your workplace is not taking advantage of your CRM tools - this can be done through versatile productivity management platforms like Prodoscore, which will identify employees actively using the solutions, how much time they are spending working, and assign them a “productivity score” for use of all systems that can help you better concentrate your efforts and address their individual pain points.

Another solution is to look at what your CRM solution is capable of, and whether or not there are better alternatives available that would increase the likelihood of adoption among your employees. Ensuring that your CRM solution is properly integrated with common workplace tools like G Suite and Telephony phone systems are very important, as this will show your employees how versatile their CRM tools are. Investing in specialized employee training in how to better use their CRM solution and take advantage of the wide number of integrations available will greatly increase the chance of adoption amongst your workforce.

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Denise Hazime
VP of Alliances at UpCurve Cloud