User Adoption Made Easy with Utilization Monitor and Splash
We all want to build better relationships with our customers, right? Have foresight into their needs, and even be able to quickly answer their questions. That’s precisely what a customer relationship management (CRM) system is all about. So why do up to 63 percent of new CRMs projects fail? The short answer: low user adoption.
Whether it’s that old adage of not wanting to do something a new way because “this is the way we’ve always done it” or your team just doesn’t want to add one more thing to their daily to-do list, if your employees aren’t using the CRM, it’s not going to work.
Yet, sometimes it just takes a little nudge in the right direction to help our employees see the value of a CRM. But, how do we know where to guide them?
First, you must figure out how your team uses your CRM and where improvements can be made. Then you’ll want to motivate employees to use the system more efficiently.
Discovering CRM Usage with Utilization Monitor
The Utilization Monitor enables managers and administrators to track and visualize the usage of Sugar CRM. Data can be filtered by different variables like user roles, activity type, and time period. By applying weighting to selectable activities, it creates an overall usage score that can be viewed in subcategories and compared between different users.
Changing User Behavior with Splash
On the flip side, Splash turns your CRM into an employee-motivation engine, using game-like mechanics to tap into your workforce’s hidden potential. Even the most mundane of tasks can become an opportunity to increase performance and efficiency as workers strive to climb leaderboard rankings, earn redeemable points, complete team challenges, and unlock badges.
By incorporating game-like activities into the Sugar user experience, companies now have access to a variety of tools for guiding employee behavior. Want to push sales of a new product as the quarter draws to a close? Create a sales competition, establish a prize, and post-sales results to a real-time leaderboard.
Bringing Utilization Monitor and Splash Together
So, how can Utilization Monitor and Splash work together to create better user adoption?
Here are some common scenarios:
A manufacturer has just implemented a new order management feature in its CRM. The manager sees in Utilization Monitor that only one sales rep is regularly using it. With Splash, the manufacturer can create a challenge for sales reps where they receive coins and points each time they input data into the new feature.
A producer of consumer goods has a sales department in each region in the United States. When the National Sales Director checks in on the performance of each group using Utilization Monitor, he can see the Southwest and Northeast locations are just not as active as they should be in the CRM. He decides to set up a quarterly teams competition in Splash to encourage those regions to fight their way to the top of the leaderboard.
A sales manager is conducting a year-end report and can see that opportunities are down from last year’s report. With Splash, the manager is able to create a badge for sales reps that exceed their last year’s opportunities.
CRM systems are robust information sources that boost your customer relationships and better your sales process…but only when they are being used. The best chance of success is to first identify how you want your team to use the software, figure out how they match up to those expectations, and then motivate them to meet goals.
Looking for more information on Utilization Monitor and Splash and how they can work for you? Contact us today!