Imagine the situation that your company has invested a lot of time, effort, and money into CRM systems over several years. The internal and external costs of implementation, customization, upgrades, user and customer support have been enormous. Yet, the platform has not kept up with your organization’s requirements, causing issues and communication errors that could be costing you, customers.
According to the Capterra CRM Industry User Research Report, the fundamental reasons for the CRM transfer are the following:
- the former system lacked functionality options;
- the software does not evolve anymore;
- platform’s maintenance has become too expensive;
- the solution didn’t support company size anymore;
- CRM was too hard to use and required additional training.
If your business can relate, then it might be time to find a new CRM. Usually, there is hesitation over migration. The critical question: will I lose the historical data and have to start all over? The answer is “no.” Many companies have found that the advantages of migrating to a new CRM outweigh the costs of making the switch.
Unsure if your business is ready to make a move? Take a look at five signs you might be prepared to migrate to a platform that can help you improve business processes, enhance customer experience and boost sales.
Five Signs to Migrate Your CRM to A New Platform
Depending on your business requirements and budget, a wide range of factors can signal that it is time to make a switch to a new CRM. Consider the list of “symptoms” below to see if your company can relate.
1. Outgrown Current Solution
One of the main signs of migrating CRM can be that the current solution doesn’t fit the size of your organization anymore. Initially, you kept things small, from hiring a handful of employees to maintaining a cost-effective office location. But, your business has grown, and the team needs more advanced tools to manage company processes.
An outdated solution can easily lack some of the essential capabilities available to other solutions on the market:
- IP telephony (VoIP);
- Scripts to automate workflows and consumer-facing business processes;
- Integration with special third-party applications.
As a result, your database gets old, the information input and functionality options become obsolete, and integrations with modern extensions for sales and marketing can become challenging. The result? Time constraints that aren’t improving business operations.
2. Current CRM is too Complex
Some CRM may be too simple, while some businesses may have a solution with robust features not used. Businesses overestimate their companies’ needs regarding CRM capabilities, often overcomplicating the business processes. Research provided by Apptivo determined that CRM complexity is the number one aspect of CRM business satisfaction.
3. Poor User Experience
It’s a bad sign if your employees, especially sales managers, avoid using a CRM due to complex or time-consuming processes. According to Software Advice, statistics indicate these are leading factors for lack of adoption.
Employees can become frustrated with a complex solution, which ultimately adds friction to organizational goals. It is essential to find a new platform that helps team members input required data, automate the business processes, and eases the transition through streamlined training.
4. Inefficient GDPR Functionality
CRM software stores and uses the information of the prospects and clients. It also means processing the personal data of EU citizens must be fully compliant with General Protection Regulation (GDPR). Since the implementation of legislative requirements in May of 2018, the rules regarding the impact on sales and marketing have costly consequences for non-compliance. Any current CRM platform must support GDPR-required capabilities to store the documentation about these regulations separately.
5. Bad Vendor Support
Is customer service and assistance adding friction to your functionality? It might be time to change your CRM.
When adopting and implementing a CRM solution, sufficient and in-depth training is crucial. You should have access to hands-on, interactive training and support. Receiving timely and hassle-free upgrades or running complex integrations should be standard.
If you recognize any of the symptoms listed, it might be time to consider another CRM that fits your business requirements better to ensure your business stays up and running at peak potential for growth.