MEMBER/CUSTOMER SHOWCASE Granta Design s CRM Journey Presented by: Craig Seymour, Cloud Thing & Pippa Newby, Granta Design
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?
Introduction to the Speakers Craig Seymour, CRM Solution Architect at cloudthing Pippa Newby, CRM Analyst at Granta Design
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
Craig Seymour Solution Architect and Technical Practice Lead for Dynamics 365, cloudthing Ltd Co-Founder, CRMUG Birmingham Chapter Formerly Director of IT, Granta Design
YMMV
Where are we now?..
and what are we aiming for?
We need Anderson an expert... The Expert - https://www.youtube.com/watch?v=bkorp55aqvg
The expert...
Discovery Workshops Identify key groups Find a sponsor/ agent of change in the group Don t let them escape
Time to choose - Software -Partner
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
More Workshops (focusing on Business Processes)
Scope Document Agile No, Waterfall No, erm, Wagile? Doesn t matter nail down the scope
Let your Partner take the wheel Weekly sessions Entity by entity Homework
Data Migration
UAT Lack of User Adoption is the single biggest factor in failed CRM implementations
We did some Training
Make it so
After Go Live The struggle never ends Use your Agents of Change Have a framework for listening to users e.g. Workshops, Sprints
Journey After Activation To the CRM community, Granta Design is.. Where Granta was on its CRM Journey when Pippa joined in November 2014
Key Challenges for Granta User adoption Change management Resources
User Adoption Image from:- https://adminhero.com/wp-content/uploads/2012/08/crm31.jpg
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
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
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
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
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
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
Next stage of Granta s Journey Stealth User adoption More automation - invoicing Consolidation of Company resources
THANK YOU FOR LISTENING! Any Questions?