Before submerging into the world of cloud CRM it is important to understand the limits and characteristics of this technology. If you are looking for a new CRM system or evaluating new CRM software I would definitely consider the next points. On this article I am reviewing the important parameters that one should consider when thinking about hosted CRM software and outlay the mains differences between installed CRM solution and SaaS CRM.
User Interface
First of all you should ensure that the cloud software runs smoothly on your operating system and browsers. This is an online CRM. You will be surprise to know that this is not the Gmail interface that runs with every browser. Some of the systems may be limited to Microsoft Internet Explorer!!!
Secondly you want an easy and friendly user interface that will allow the user to choose his browser. Maybe you will need to install an application on your computer that serves as the interface. With a friendly interface the navigation should be simple and the user should easily operate the system. You do not want a SaaS with hidden menus and functions that are useless. For example, Capsule CRM offers a fresh new user interface with smoother transition and useful settings such as language or user authorizations. And the guys over there are constantly improving it.
SalesForce is known as a heavy weight cloud CRM SaaS that is not overly technical. The users of Sales Force have the option to collapse or expand sections on their record detail making the visibility of details easier. Sales Force also enables the user to Drag-and-Drop various functions. Bear in mind that strong user interface reflect the abilities of vendor’s research and development.
Integration with other Systems
You probably would like to integrate the cloud CRM system with other organizational systems such as Outlook, collaborative calendars or even the stock management system. This is a legitimate requirement in our days. Please refer to my other article about CRM integration.
An effective system may offer plug-in or additional components that may communicate with other systems. A plug-in is software component that on installment adds a specific feature or functionality. This is an important CRM feature; it will be very difficult and time consuming for workers to manage several systems at the same time. Thus integration between the cloud CRM software and the organizational solution is highly appreciated and the extra investment may pay itself.
The cloud solution from Microsoft Dynamics CRM for example allows you to communicate seamlessly into other MS applications such as Outlook and MS office. But if we take it one step deeper the Microsoft Dynamics CRM can extend its integration to the Windows server environment and communicate with the SQL servers which may be a great business advantage when you are using this kind of database. Strategically this may serve you very well once your CRM processes are well planned, implemented and stable.
Tools for Analytics (BI – Business Intelligence)
By BI I refer to the reporting tools and how effective the online CRM system may analyze the data that is gathering. This is an important feature in a CRM system. Cloud solutions may lack the ability to provide you with flexible analytic tools. And the sad thing about it is that you may not have the option for customizations.
With local CRM programs you may contact your vendor and ask him to run changes or customizations. With hosted CRM program it will be much more difficult.
Try to review the reports that the solution is providing. See if there is a possible to export the data into an Excel file. Try to review the flexibility of the reports and see how customizable they are. For example, with SAP CRM the BI strategy is external. That means that the SAP CRM provides a limited list of analytic tools. The main Analysis is done with SAP NetWeaver Business Intelligence. Implementing this will require further resources
Support and User’ Information
Does the solution offer an appropriate support? Does it have sufficient user explanations or instructions? How detailed is the Help module? This is critical because the users need these instructions of how to execute actions. There is nothing more frustrating for a user than to stand in front of a system and not know what to do with it.
Capsule CRM for example operates a users’ portal where all topics are covered with user friendly documentation. And trust my experience on this one – the extent of documentation may determine the success of the project. Try to enter Microsoft dynamics instructions in youtoube. You will be amazed how many results you will get.
Distribution
Is the web based CRM system available in all countries and regions where you are active? Does it have a powerful and effective translation tool? Let us assume that in the next 5 years you are planning to expand into China or Russia. Does the cloud CRM System support Mandarin? Can it support Cyrillic script?
Most systems are not active in all regions and do not support all languages. The SaaS CRM is part of your business strategy and you must make sure that it can support the plan.
Web Shop
The wet dream of many merchants is to sell over the web where the sales process is fully automated; the customer looks for a product on the internet, finds the product on the web-shop, enters his credit card details and the order is processed automatically to the logistics.
If it is your plan as well, you might want to verify that the cloud CRM software that you are evaluating has a solution for a web-shop. If it does, can your organizational system be integrated with this web-shop? This is critical for the fully automation of your sales processes.
SugarCRM allows integration with web-shops through available web services. One may synchronize products from the product with the web-shop catalog of SugarCRM; product names, pricing, descriptions, images, and attributes such as color, size, etc.
There are many more parameters to be considered when you are evaluating a cloud CRM solution. Off course you should review your business plan to see if I left something…
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