Utilization Monitor and Splash

We all want to build better relationships with our customers, right? Have foresight into their needs. Be able to quickly answer their questions. That’s exactly 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 need to figure out how your team is using your CRM and where improvements can be made. Then you’ll want to motivate employees to use the system more efficiently.

Combining Utilization Monitor and Splash is our one-two combo in fighting against low user adoption. Here’s how:

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 flipside, 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 use adoption? Simple.

Here are some common scenarios:

  1. A manufacturer just implemented a new order management feature to its CRM. The manager sees in Utilization Monitor that only one sales rep is regularly using it. With Splash, the manufacturer created a challenge for sales reps where they received coins and points for each time they input data into the new feature.
  2. A producer of consumer goods has a sales department in each region in the United States. When the National Sales Director checked in on the performance of each group in the Utilization Monitor, he can see the Southwest and Northeast locations are just not as active as they should be in the CRM. He decided to set up a quarterly teams’ competition in Splash to encourage those regions to fight their way to the top of the leaderboard.
  3. 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.

Conclusion

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!