mobility-not-mean-usability-despite-may-told

Mobility Does Not Mean Usability

Front RoW Solutions

Every CRM company claims mobility; the ability to engage with their system while working in the field. The challenge for these companies is to make their system (which was designed to be used on a computer) to be functional and usable on a smart phone. Usability is the number one reason for CRM failure rates and should be the number one feature you examine before making a CRM decision. Follow these simple rules to test the usability of your CRM:

1. Test it Yourself

Download the app.
Have the company provide you with a demo account, activation password and set of instructions (video preferred).
Do a sales report, update an opportunity, assign a task, map your accounts, create a new client, submit a forecast, book a follow up, etc. (do all on your cell phone)
Time everything. If it takes more than a minute to do any task - sales rep usage will drop dramatically.

Once you have completed these tasks ask yourself: Was it easy to learn? Was it fast and easy to use? Was it intuitive in its function? Did I need outside support and if so, was outside support available and effective? Did it help me improve my productivity?” Could I use this system?

2. do a small sales rep trial

Have the company create a trial system that has all features of full system.
Select a small group of sales reps to trial the full system for two weeks.
Review system with sales reps.
*Note that whatever your personal results were, your sales reps’ experience will be worse. Why? They are less motivated to be engaged with a reporting system and less tech savvy than you are. The sales rep trial will give good insight for the challenges when you implement.

3. Review the reports and analytics from trial

Have the company provide access to the raw data as it comes in from the sales rep trial.
Review the reports, data bases and analytics that are available to you, the management team, and the executives.
Ask for a custom report and see how long it takes to be available.
Make a change to the system and see how long it takes to be available (in real life, changes, updates, and custom insights are a usual way of doing business.

During a recently implementation for an organization with more than 200 sales reps in the industrial supplies industry, we had some interesting support challenges. To gives some insights, below are some of the calls that were logged into our customer support division. While these are amusing, my intention is to assist you in understand the critical importance of usability!

"What is an apple account, and can you create one for me?"
"I'm in my car and ready to get the app, where do I find the app store?"
"It's asking me about a call data package?"
"I loaded your app yesterday and now it's gone"
"Ever since I loaded your app, my phone doesn't ring anymore"
"I don't want any of your techno mumbo jumbo, just fix it"
I think your app has a virus, every couple of minutes my screen turns black"
“My fiancée loaded the app for me, and I don’t know what it looks like”

Best Practises, Data Collection, Mobile CRM

Mobility does not mean Usability

Mobility Does Not Mean Usability

Front RoW Solutions

1. Test it Yourself

2. do a small sales rep trial

3. Review the reports and analytics from trial

Call Us: 800-986-0983

Top Pages

Best Practises, Data Collection, Mobile CRM

Mobility does not mean Usability

Mobility Does Not Mean Usability

Front RoW Solutions

1. Test it Yourself

2. do a small sales rep trial

3. Review the reports and analytics from trial

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