Business Process Workshops

A successful implementation of CRM or any other line of business application will dovetail closely with your business processes.  Many businesses, especially smaller businesses, have never formally documented and sometimes have not even studied their business processes.  Other businesses may have documented their processes some time ago, but over time the actual processes followed have changed from those that were documented.  This can create some challenges for an organisation when they implement CRM, because if the business processes cannot be accurately described to the people implementing CRM, it is unlikely that the resulting implementation will be satisfactory.  The users will probably find it awkward or the management may be dissatisfied at the inability to get the reports that they need.

Some businesses even think that they do not have business processes.  But if that were true, they would be doing nothing.  A business process is simply how you conduct your business.

Another pitfall into which many fall is implementing an already broken business process.  An example of a broken process is one where there is unnecessary transfer of control or information from person to person.  This may come about because an organisation has little automation or sharing of information, perhaps because of multiple small applications or files such as spreadsheets so the control has to pass to the person who can access the information.  From a CRM perspective this is broken because both the customers and the users will likely be dissatisfied.

When we do a business process workshop with you we work with your key people to understand how those processes that will be affected by CRM should be run, ensuring that we consider them from both a user’s viewpointand that all the necessary reports can be produced.

After the workshop we will give you a report which shows your documented business processes and from which your CRM implementation can progress.

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Upgrade to Microsoft CRM 2011

If you have previously implemented Microsoft CRM v4 or perhaps you are still on Microsoft CRM v3, you will probably be wondering whether there is any benefit in upgrading to Microsoft CRM 2011.  For sure, there is a lot of hype telling you that you should, but is it really worth the effort?

I believe that the answer is a resounding ‘Yes’.  Microsoft Dynamics CRM 2011 offers a myriad of new features including:

Charts and Dashboards

Many user interface enhancements that reduce the clickiness for users

CRM 2011 ribbon - brings Microsoft CRM into line with the look of Microsoft Office

Integration with Outlook 2010

Queues for all objects

Filtered views

Field level security

Why use Opsis for your upgrade?

Opsis will work with you to ensure that your upgrade goes smoothly.  We will help you decide whether to have your CRM 2011 on premises using your hardware or to have it ‘in the cloud’.  This may be different o how your current CRM is.  We offer the full range of options for hosting.  We will look at your current implementation and ensure that any customisations that you have done, or had done will roll forward smoothly.  And in some cases it may be better to redo them to take advantage of the new features in Microsoft Dynamics CRM 2011.

We will also help you decide whether you have some areas of your business that may benefit from CRM as part of this upgrade.  If so, we will bring them online smoothly.

Do you need to upgrade all of your existing data?  For many organisations the answer to this will be ‘yes’ but if you have accumulated some data that it is of no use to your organisation, the upgrade is the ideal time to remove it.

And of course, we will ensure that all your users are trained in the new version of CRM so they can continue to use it with full confidence.

CRM should be seen as a journey.

Many business people struggle to envision the value that a streamlined CRM solution integrated into their business will bring.

However, once they become comfortable with the initial implementation, perhaps just simplky having all the customer information held in one place, they start to see the value that extending the solution will deliver.  It is at this point that some CRM improvements become valuable. 

Opsis will work with you to understand which areas of your buisness will most benefit from some changes to CRM.

CRM Training from Opsis

Opsis

offer a range of training services on all versions of Microsoft Dynamics CRM (CRM 2011, CRM v4 and CRM v3 - and if you require it even CRM 1.2.

We offer a range of CRM training courses both technical and business issue specific.  All of our training is face to face and includes practical hands on exercises.  If you have already deployed Microsoft Dynamics CRM we can train your users to implement your business processes using Microsoft CRM.  This ensures that all of your users are confident in their use of Microsoft CRM and therefore they and you get the maximum benefit from it.

Another offering from Opsis is training on particular business issues, where we show you how to solve a specific business problem using Microsoft CRM.  Topics available include:

• Successful Email Marketing using Microsoft CRM

• Setting up a sales process using Microsoft CRM


Alternatively, we offer standard training on all areas of the product. This is ideal for people looking to get a general understanding of Microsoft Dynamics CRM or with a desire to pass the MCP exams in Microsoft CRM.  This includes:

• Application Professional

• Implementation and Deployment

• Customisation and Configuration

• Overview of Microsoft CRM

• Technical System Administration for Microsoft CRM

• Sales and Marketing using Microsoft CRM

• Customer Service using Microsoft CRM 
  
  




We also offer coaching for those people who prefer to learn in their own way.  This is ideal for people wishing to change career to Microsoft Dynamics CRM.