Change is never an easy thing, and overhauling any part of a company or business can complicate matters even more.
Upgrading enterprise resource planning, customer relationship management, or product management software can be a very big hurdle to overcome.
Not only do you have to understand what changes are being made, but so does your staff as well as the customers that you serve.
Many people hesitate when they have to relocate so much information into something new, but it is a necessary step that should be taken if you want your company to grow and evolve.
If you are a manager, you are most likely focused on the negative aspects of taking such a big risk.
You’ll have to factor in training schedules for all of the staff and there will always be a steep learning curve when it comes to technology and how it is handled. Employees need to feel comfortable with the software before they begin helping customers, otherwise they will look like they are inefficient and unhelpful.
This period of time will be filled with errors and mistakes, most of which cannot be avoided until everyone is proficient with the software.
This learning phase is something that must be accounted for because common tasks may take longer to perform, and that leads to a slower output rate.
There is no company that wants to take this type of risk unless they know that they will come out better because of it.
The most important thing to have down is that everyone is using the new software efficiently. In fact, 71.7% have claimed that both user buy-in and effective usage are the most important aspects for getting the true value from new enterprise software.
No matter what type of overhaul you are experiencing, having the right tools at your fingertips will ensure that this transition will be as smooth and painless as possible.
Many companies have done the same thing before you, and you can learn from their experiences and mistakes to make your overhaul the smoothest and easiest yet.
Here are some tips for those that need to upgrade their systems, whether it is for CRM, ERP, or product management software.
Get your team on board early
Just as much as you are dreading overhauling your system, you staff will feel the same level of stress, perhaps even more so.
There is a great fear of the unknown, and helping address those issues can help calm everyone down and instead get them excited for the big step ahead.
The last thing that you want to do is spring this information on them at the last minute. These people are the ones that will represent your company and business, so take the time to get them relaxed and welcome the new software.
Help them see the benefits of it and how this transition is necessary. Your staff will appreciate the fact that you have put their worries to the forefront and they will understand that you are doing your best to make it easy for everyone in the building.
Tell Your Customers
When you think about it, the transition is really to provide better customer service.
Whether it is directly through new features and services or indirectly by smoothing out communication between everyone on the workforce, your customers are the ones that see the results and feel the impact.
Don’t leave them out in the dust, take the time to notify them of the changes that are occurring and what exciting path lies ahead for everyone.
Post it on social forums so that everyone can see, and make sure that you are showing everyone you are excited for this new step so that they can feel the enthusiasm as well.
Utilize Guidance Software
After letting everyone know about what’s going on, it’s time to deliver on those promises.
One of the biggest challenges that scare most customer service agents is learning all of the new software.
Thankfully, there are programs out there that can serve as a guide to anyone who needs the roadmap in regards to helping a customer.
One of the best examples out there is WalkMe, a program that serves as a GPS of sorts on enterprise software and websites. It guides the user from point to point, making sure that they are asking all of the right questions and getting the right information.
This innovative guide to online technology closes the gap between service time and result, making it a great training tool for new adopters and a fantastic reference for veterans
Listen to Feedback
Lastly, and perhaps most importantly, be sure to listen to the feedback that you get from both your customers and your staff.
Hear what the common issues are and look into how to solve them quickly. Everyone will understand that there will be hiccups here and there, but it’s not enough to force them to deal with it.
If your staff doesn’t have the right information or does things incorrectly, it can drive away potential customers. Let your customers know that you value their feedback and that you will do what is needed to ensure they get the results they want.
In the end, transitions can either be scary or exciting. Know what needs to be done so that everyone can look forward to this new step for your business.