I’d like to talk about a story of going from paper to digital and some of the struggles presented while doing so. The biggest challenge that was faced by the company was to keep everything the same, but also digitizing for the future.
Small business owners usually start as a one-person show, creating all the systems for themselves. As they grow, those systems need to be spread into the minds’ of new employees. As they grow further, better systems need to be put into place. The systems, however, should not lose the ingenuity that was created by the owner as they turn digital.
One of our clients was using notepads to write down customer requests, then sending pieces of paper down the production line. At the end, an accountant would get the piece of paper and ring it up in the books. At the beginning of their “digitization” process, all of the systems were changed to fit into what the CRM was set to do. This caused a lot of problems, because the original system wasn’t bad, it just had a hard time scaling.
Progress is good, but when you are starting from scratch on a system that got you to a successful place it should not be completely torn down. It’s important for business owners to understand that a CRM should be able to be customized to support and push their ideas forward, not constrain them into what an “out-of-the-box” solution provides.
It’s important for business owners to find a custom CRM development company that can understand completely what the processes and workflow look like to build out a CRM that pushes the business forward. The customer we’re talking about came to us with a “failed” system update, hoping they could do it themselves, but found that there was so much more customization available.
Today, the company has a custom CRM system that promotes the original vision of workflow from salespeople, through production, and into accounting. It follows the same path, with the same checkmarks from the original plan. In this way, the business is able to capture the data it needs for orders and reorders without losing papers. Not to mention environmental impacts, cost of ink and paper, etc.
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