CRM Implementation

First, we would like to understand your vision for the business. Scoping is a vital part of the process. Implementing a new CRM system into any business is a serious undertaking. Implementing CRM is a cultural change, with the potential for many internal processes to be changed or reviewed. Scoping, as you can imagine, can be disruptive.

So the first stage of the process is to understand your business fully and, secondly, to get buy-in from key stakeholders and staff members. Users of the system need to feel they have a say in the process.

Secondly, we document the differences between your preferred CRM's standard functionality and your business needs. These differences are documented in a spreadsheet, and this process and document are called a GAP analysis.

Once the GAP analysis is completed, normally with one of our functional consultants, the document is handed over to one. The functional consultant will review your business needs using the GAP analysis and add his technical comments and the estimated hours required to complete the work.

The document is then returned to the functional consultant to review the technical comments and estimated hours with you. At this stage, you’ll have the opportunity to approve, reject or postpone the task. Items are normally rejected if the work required to implement/automate a process isn’t cost-effective. Some items can be postponed for later phases.

Approved items are converted into tasks inside our own Project Management system. All Project Tasks are accessible via the client portal, which allows you to review them at any stage. You’ll also have the ability to comment on tasks via the portal.

The next stage of the process is called User Acceptance Testing (UAT). UAT enables you to test the core CRM functionality and test the completed tasks in a safe environment. More complex tasks may have several sub-tasks, so they may only be available for testing once all component tasks are completed.

You’ll liaise with your Functional Consultant or Flowbird Project Manager, who will advise which elements are available for testing.

It’s not unusual at this stage to request additional changes to the system. As you dig deeper into the CRM platform, you start to see additional potential areas that can be included or automated. Our advice at this stage is to document these changes but don’t include them until after you go live.

If something fundamental to the process has been misused, we will complete a mini-implementation process to include these additional requirements.

Once UAT is complete and happy with the functionality, we will agree on a go-live date. Before going live, we train users and normally complete a final data import. At the Go Live date, one of our technical consultants will be on hand to carry out any last-minute changes and correct any issues that arise.

For most clients, Go-live is only part of the process. Most clients work with us on a continuous improvement process as you settle your new CRM system and processes.

If no further work is required, we will agree on a Gold, Silver or Bronze support package to assist in any technical/training issues. You’ll have access to the documentation and project plan at every stage of the process.

• Analyse current system
• Realise any potential ‘Pitfalls.’

• Basic training
• System navigation
• Sample static data entry
• Simulate system processes
• Test procedure
• Re-engineer system processes
• Document procedures
• Create works instructions
• Preparation of existing data for conversion

• End-user training
• Test works instructions and documentation
• Test process
• Test system
• Test users
• Test data
• Entry to the live system long-term dynamic data

Flowbird will produce a project plan with the client and will be available to you throughout the project. A Flowbird project manager will ensure all tasks assigned to the Flowbird team are completed to plan.  We suggest a Client project manager be appointed to enable one point of contact.

Following the formulation of a project plan, we will conduct training on a customised train-the-trainer approach.  This will include workshop sessions by job function, e.g. sales, marketing and management etc.  The exact training format will be agreed upon at the formulation of the project plan.

Training estimates for Tier 1 and Tier 2 training include a CRM Process Control configuration provision. This will give the user a basic knowledge of Process Controls and how to author and maintain them. If you need more advanced training, we will provide it at the specified day rate.

CRM is supplied complete with a pack of standard output templates. Inclusive within this section, if required, is an allowance for modification to these documents to suit your company’s requirements.

If shown and applicable, we would do the conversion of static data from your current system; the estimated costs are indicated above. Static data includes contact information, deals or opportunities and customer and supplier names and addresses. Data for conversion will need to be available in a spreadsheet or CSV format. Flowbird is not responsible for cleaning data and correcting formatting issues unless requested and documented in the proposal.