MEMBER/CUSTOMER SHOWCASE. Granta Design s CRM Journey. Presented by: Craig Seymour, Cloud Thing & Pippa Newby, Granta Design

Transcription

1 MEMBER/CUSTOMER SHOWCASE Granta Design s CRM Journey Presented by: Craig Seymour, Cloud Thing & Pippa Newby, Granta Design

2 Agenda Introduction to the Speakers Introduction to Granta Design Starting on the Road to Dynamics CRM Deployment and Activation Adoption and Proficieny Next Stage of Granta s Journey Questions?

3 Introduction to the Speakers Craig Seymour, CRM Solution Architect at cloudthing Pippa Newby, CRM Analyst at Granta Design

4 Introduction to Granta Design Mike Ashby Dave Cebon Materials information management Our vision is of material intelligence integrated throughout education, R&D, and the product lifecycle. Materials reference information Materials support for CAD, CAE, PLM Materials education and decision support tools

5 Craig Seymour Solution Architect and Technical Practice Lead for Dynamics 365, cloudthing Ltd Co-Founder, CRMUG Birmingham Chapter Formerly Director of IT, Granta Design

6 YMMV

7

8 Where are we now?..

9 and what are we aiming for?

10 We need Anderson an expert... The Expert -

11 The expert...

12 Discovery Workshops Identify key groups Find a sponsor/ agent of change in the group Don t let them escape

13 Time to choose - Software -Partner

14 Top down, bottom up Remote Access Speed of Screens Available across all sites (UK, US, Far East, ) Don t just replicate what we ve got

15 More Workshops (focusing on Business Processes)

16 Scope Document Agile No, Waterfall No, erm, Wagile? Doesn t matter nail down the scope

17 Let your Partner take the wheel Weekly sessions Entity by entity Homework

18 Data Migration

19 UAT Lack of User Adoption is the single biggest factor in failed CRM implementations

20 We did some Training

21 Make it so

22 After Go Live The struggle never ends Use your Agents of Change Have a framework for listening to users e.g. Workshops, Sprints

23 Journey After Activation To the CRM community, Granta Design is.. Where Granta was on its CRM Journey when Pippa joined in November 2014

24 Key Challenges for Granta User adoption Change management Resources

25 User Adoption Image from:-

26 Adoption From a User perspective Overall Initial Adoption Wasn t Bad Core user adoption Great but always looking to improve! Stealth user adoption Not Great but with plans to improve Ongoing User adoption Good but will always have hurdles For me the training for new starts compared to nearly 4 years down the line was weak due to the confusion of the ownership of the training in use of the system

27 Change Management User perspective Weekly meetings driven by representatives of core user teams Requests via Senior Management Present large changes at quarterly meetings Users are resistant to change We find this difficult and Historically we haven t done a great job when it comes to change management due to large projects

28 My Granta - User perspective The My Granta Project is an example of large change management project that didn t go so well internally Went live too quickly Very little training for the users Forced adoption for the users and the customers

29 Resources We don t do CRM the way that most people do As Craig mentioned had initial partner but now everything is done inhouse Small Company = small team wearing many hats Historically if a large project came along everything was put on hold until this was completed With the company expanding and the CRM integration and functionality also expanding we had to hire new people

30 Lessons Learnt Continuous Training is key User driven improvements ownership makes them feel like we are listening Have to present recap information on changes far more than you think Not to over stretch big projects need more time and resources than you think

31 Where we are now? Where Granta is now after hearing all the stories from other users Where Granta was on its CRM Journey when Pippa joined in November 2014

32 Next stage of Granta s Journey Stealth User adoption More automation - invoicing Consolidation of Company resources

33 THANK YOU FOR LISTENING! Any Questions?