User First Design Formula
Our User First Design Formula is our field-proven implementation approach for delivering Performance Improvement. It’s an extreme focus on user adoption as the single most critical aspect of CRM implementation - an iterative process centered on the needs of end users in alignment with management objectives. The process is defined by 4 short duration phases: Define → Design → Develop → Deploy, with success metrics defined for each phase. Experience tells us that incremental improvement is better than delayed perfection. Start small. Achieve an interim goal. Get traction with end users. Iterate. Achieve the next goal. Get more traction with end users. And before you know it, users are using CRM every day and management reports and key metrics have real meaning.
Define. We begin with the end in mind. We help outline key measurements and goals that will define your success in the adoption of Microsoft CRM. By understanding the business results that you expect, we are able to fine tune your project plan to achieve those results. During this phase we focus attention on those elements that will inspire your users to “live" within Microsoft CRM everyday.
Design. Once we understand where you want to go with CRM, we design the system to get you there. Fields, forms, work flow, business rules, reports, data and integration are designed to reflect the way your people work. We leverage the flexibility of Microsoft CRM to rapidly prototype designs with your project team and end users.
Develop. We build the system based on the approved design. Data is cleansed and converted. Integration scripts are prepared. Training materials are produced. Final revisions of the system configurations are reviewed. A final "build" of your CRM system is produced and tested.
Deploy. The Go Live "launch" of your system, and the most critical phase for driving user adoption. Your system will be staged for a Pilot with a small set of end users. Refinements are made based on feedback. Your people are trained. The system is moved into production. But deployment does not stop here. Our formula ensures that end users receive proactive and persistent attention and that their issues are addressed quickly and definitively. Key adoption metrics are monitored proactively. Adoption campaigns are launched and management reporting is regularly sourced to reinforce adoption. Success is achieved.
