Successful CRM Implementation Starts With Strong Leadership

As customer interactions become fragmented across more channels than ever before, a CRM system may be your best tool to help provide seamless, insightful customer experience.

To get that all-important single view of the customers, you’ll need a CRM system that serves as a hub for data coming in from all channels, so you can capture all the bits and pieces of information that make up a modern banking relationship, and use them to engage customers, convert more leads, and create life-long loyalty.

Is your current CRM solution up to the task? If not, it may be time to plan for the successful future and build for the growth you seek.

Here are some of the steps you need to take to make sure the process goes smoothly. Remember, enterprise-wide CRM adoption is a cultural shift, so steps involving people are just as important as steps involving tech implementation.

1. Choose the right solution. The CRM marketplace is full of vendors offering “vanilla CRM” solutions, which claim to work for any industry and for any need of the staff. But these often don’t meet the complex needs of credit unions, who contend with complex legacy back office systems, geographically dispersed locations, and the need to keep business processes in compliance with rigorous legislation across all channels.

If you pick a purpose-built solution for financial services from a partner with industry experience, you’ll have access to features and functions designed to meet these unique needs. Plus, you can rely on your vendor to share best practices and real-world experience to make the implementation a success.

2. Select the right champions to lead change. Executive champions bring leadership and vision to your CRM project. But because CRM touches many departments and groups across your credit union, you’ll also need CRM supporters in every branch and location, at every level. And you’ll need to make sure that all champions have a singular vision of how the CRM implementation will benefit your organization.

3. Build and maintain a roadmap. Bring your stakeholders together to create a roadmap for your CRM project. Start by evaluating the gaps between the credit
union’s current state and its desired future state. Then consider how CRM capabilities can help you bridge the gaps. Identify key building blocks, from data migration to process documentation, and assign responsibilities for each.

4. Create a comprehensive messaging plan. You’ll need to communicate how the new CRM solution can help everybody do their jobs better without reorganizing their workflow, and listen to what everybody wants out of it. Be prepared for resistance – old habit die hard, and change makes people nervous, so you’ll need to be proactive about reassuring staff members that the CRM solution will help them meet their KPIs and make their daily lives easier. Make sure you have a mechanism in place for employees to share feedback with your CRM team throughout the planning, implementation, and rollout of the solution.

5. Plan to make training an evergreen activity. Peer-to-peer, role based training is essential if you want your staff to adopt CRM and use it correctly. You also need to recognize that ingraining new habits takes time, allocate resources to offer intensive training up front, then reinforce it later, and make inspection and coaching a perennial task as well. And don’t be afraid to incentivize CRM adoption, or use gamification and scoreboards to encourage CRM uptake at individual branches or locations.

6. Run through your CRM readiness checklist. At this stage in the game, your credit union is ready to go, with a roster of CRM champions in place, training, and communications plans ready to go, and key building blocks and KPIs mapped out. A final systems check can help you identify any last issues before you begin implementation. Your readiness checklist should include questions like these:

• Does everyone have a clear and common understanding of the CRM project?
• Do they understand their specific roles during roll-out?
• Is the feedback process clear for everyone?
• Are cross-functional teams poised to troubleshoot?
• Are all data sources identified? Is there a plan for their integration?

Plan for Success

As the saying goes, “failing to plan is planning to fail”. When a CRM project fails, it is often because the organization hasn’t’ done the groundwork to ensure adoption of the system. If you don’t create and monitor CRM KPIs, you may not even notice when adoption rate and usage drop and the project stagnates.

Conversely, if you take the time to select the right vendor, make a comprehensive implementation plan, build buy-in and rally the organization, you are well on the way to experiencing the enterprise-wide benefits of CRM.

Why is this process so worthwhile? Well, because significant organization-wide benefits of CRM include (but aren’t limited to), a better understanding of members, stronger member relationships, increased loyalty, and the opportunity to leverage member data to market more effectively.

Want more strategies to ensure CRM implementation success? We’ve drawn on over a decade of experience helping credit unions plan CRM projects to offer you some straightforward advice on important steps to follow. Read our eBook to learn more.

Source: https://www.doxim.com/blog/successful-crm-implementation-starts-strong-leadership/

2023 Buyers Guide

Get Listed

Workforce Management

 

1.)

Alvaria Alvaria Workforce Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.)

Alvaria Noble ShiftTrack WFM Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.)

Calabrio Calabrio ONE Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment. Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.)	eGain Corporation eGain Solve Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.)

Eleveo Eleveo WFM Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

6.)

ethosIQ, LLC BPO Optimizer ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!

7.)

Lieber & Associates Technology Consulting Services Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.

8.)

MFE International Agyletime Cloud Workforce Management Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic . Its ease to Use , easier onboarding, forecasting and better scheduling. You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

9.)

OpsTel Services SPEED & PLUS The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Perfor... (read more)The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Performance Monitoring & PLUS provides a single interface, where operations teams no longer have to rely on HR, IT or any other organization to administer agent profile data across multiple technologies in the contact center. The PLUS solution allows for simplified provisioning & maintenance of agent profile data reducing processing time from days, weeks or months in LESS THAN 10 MINUTES! The PLUS features: *Agent Provisioning Cycle Time Reduced from Days/Weeks to 10 Minutes or Less *Fully Automated Agent Onboarding / Updating / Maintaining / and Offboarding of Agent Profiles (Identity, Access, Utilization) *Overlays and Enhances Existing Contact Center Solution Set *Enables Operations Staff to Maintain all Aspects of Managing an Agent’s Profile through “Single Pane of Glass” *Supports Multi-Faceted Agent Profile Attribute Configuration Requirements; e.g. Union Rules, Seniority Dates, Etc. *Detailed Agent Profile Audit Trails

10.)

Phonestat Phonestat Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff. There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

11.)	Vads VADS Workforce Management VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

12.)

QPC Ltd. QPC WFM - Calabrio/Teleopti Specialism QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.

13.)

Simucall limited Assessment of Contact centre job applicants Pay As You Go remote assessment tool for contact centre job applicants. NO set up or registration fee and NO minimum use contract Assess your applicants ability to listen to a caller, recognise the important pieces of information and record them into a logging system swiftly and accurately under pressure. Full management dashboard Pay per completed assessment (no charge if abandoned or not taken by the deadline you set) Choice of assessment environments - including Insurance claims, Financial transactions, Emergency service calls, Utility defect report and IT Helpdesk Variety of UK accents used by callers (of different ages and genders) You retain control of all communication with the applicants

 

View more from Doxim

Recent Blog Posts:

Fixing Customer Experience Pain Points with CRM: A Leader’s Guide	November 14, 2018
How to Get Buy in for Your CRM Project	January 18, 2018
Voice of the Customer: First West Credit Union Tackles Operational Complexity with Doxim CRM	November 15, 2017
Why CRM needs to be in your 2018 tech budget	October 31, 2017
You Asked, We Answered: New Doxim CRM Release Q&A	October 27, 2017
Successful CRM Implementation Starts With Strong Leadership	September 27, 2017