You will have guessed by now, by looking at that ice mountain the 9/10th of which are hidden under the water surface, a CRM project needs much more than a suite of software modules.
A new culture...
First of all, it requires that you instil a culture across your departments so that all your employees provide, in accordance with their mission, the services you are committed to deliver and, at the same time, the pieces of information required to build and share the knowledge your company needs about its customers. You will have to be exemplary, exacting, yet limber, giving as much as you wish to receive so as to motivate everyone around to swap their way of thinking, usually centred on individual performance, for a more collective and customer centric attitude.
Start up support...
You should also consider obtaining the advices and daily support of experts so as to make the appropriate choices when going through the key phases of your project, starting with the identification of a solution meeting your needs, expectations and budget level. Once done, some assistance will be welcome when implementing the solution, migrating data into it and then, in a recurrent manner, when new usages will develop. Ideally, the solution consist in obtaining both software and services from a single source.
Day to day services...
That is the case at Oryanoo. This is why, when we evoke our software suite dedicated to collaborative work and customer relationship management, we use the word “solution”. Let us mention here that the global solution will make a fair use of your energy too, since such applications require that you perform a deep analysis of the way you do business. On our side, in addition to the 7 interoperable modules that we will give you access to, we would like to remind you that you will also be eligible for the following services portfolio, without this having any impact on your monthly fee:
Pre-sales advices:
Before jumping in what could become a great adventure, it is wise that you mention your project to people who understand you and who have helped others in their way to growth and innovation.
A free trial:
ASP mode has this advantage that it allows to open a temporary test area in which you have all liberty to verify that the tools match the way you run your business. We provide this along with a 30 minutes guided tour over the phone, not that it is complicated to use our suite but rather because of the richness of the functionalities and the many customisable items it offers.
Guidance to your migration:
Quite often, the data already exist but are spread all over your previous applications. It is therefore necessary to export and feed them into our bases. We make it our duty to help you succeed in this task.
Startup assistance:
Usually, data manipulated during the test period are kept. If some restructuring has to be done, this is taken care of by us, by acting directly on the databases. The administration tasks (user accounts and groups creation, access rights attribution, etc.) is rather intense during that phase. We only ask that you have clear ideas as to your organisation. You may rely on us for doing the rest.
Financial services :
Well, that's a bit exaggerated but it's worth spending a minute on this. For 30 € per month per user, we save you from making the following investments and their consequences on your cash when you certainly have better ideas on how to use it: hardware and software purchases, additional developments, hardware maintenance and software support, compensation of a (partly) dedicated employee or purchase of assistance services, just to name the most obvious ones. Instead, you have a clear view of your spendings that remain light and adaptable at any time to your actual user community.
Day to day users support:
We will usually answer any question or provide the solution to any operational issue at once, upon your first call. If you allow it, we will log onto your application to better pinpoint the issue. What a progress compared to the unending questioning sessions or the manipulations usually asked that you do on your side!
Operational continuity guarantee:
Not easy to attain, because of the technical means and the processes it involves, it is here naturally obtained through the features of the ASP mode and the means that we impose ourselves (security features, redundancies, remotely secured backups, etc.). On another hand, regular enhancements brought to our applications lead to no disruption in the provision of the service, nor will any hardware failure on your equipment deprive the users of anything, provided they can find another equipment connected to the Internet in the immediate surroundings. Similarly, a change of equipment (it happens) requires no manipulation at all on both the old and the new system to be operational again.
Outsourcing services:
In fact, they are the sum of the above described services that are implicitly assigned to us, this transfer of responsibility allowing you to remain focused on your core business.
We could have added, at a lesser scale though, the consulting role that we sometimes play when our exchanges, upon the starting up of your solution or during the going through a new step, drive us to examine and discuss your internal organisation or your customer relationship management issues.
After such an enumeration, it must be clear that a successful implementation of collaborative work and/or customer relationship management in your enterprise does not only depend upon the quality of software you purchase but also and in a greater measure, upon your performance and the comprehensiveness of the services that you will receive from your provider all along the various phases of the project. This we will call « the immersed part of the iceberg ».