Questions To Ask When Implementing New Software: Planning a Solution Implementation

Implementing a customer relationship management (CRM) or enterprise resource planning (ERP) solution can transform businesses’ processes, elevate customer experiences, and drive growth. Effective change management is crucial in this context, as it involves understanding and adapting to organizational culture to ensure successful outcomes. However, choosing the best solution entails careful consideration and evaluation, and software implementation requires some planning. The proper selection is heavily contingent on asking the right questions.

When asked at the start of the solution implementation process, these simple questions can smooth out the project and help the team manage expectations regarding deadlines. Software implementations often encounter many unexpected hiccups and roadblocks. Hence, minimizing risk with some preemptive blueprinting and planning lets your project management team focus on other time-consuming elements of implementation projects, like establishing a training program so that team members know how to use the new tools.

1. What are our specific business objectives and needs? Does the solution synch up with these?

Understanding business objectives and pain points is foundational to choosing the right CRM. Recognize bottlenecks in your current customer management processes and define specific goals you aim to achieve through CRM implementation, such as increasing sales, improving customer service, or boosting marketing campaigns. Understanding these components can help you choose a solution that aligns with your business objectives.

2. Is the solution scalable and flexible?

Consider your business’s future growth and expansion. Any potential new software implementation should accommodate your organization’s existing systems, increasing customer base, evolving requirements, and changing market dynamics. Flexibility is critical to adapting the new software application to your unique workflows, systems, and tools. A key question is whether the solution can scale and adapt to future business needs.

3. Does the new software integrate with my business’ existing systems?

Determining software integration capabilities impacts the overall success of a new software implementation. Assess whether the new system integrates with your current email service provider, marketing automation platform, accounting software, or other crucial tools essential to your business operations. Integration capabilities ensure seamless data flow, reducing manual data entry, time, and errors. Businesses should double-check integration capabilities by seeking user feedback and reviews.

4. What level of customization is possible?

Every business has specific requirements and workflows. Assess the customization options available, including features that allow you to modify fields, layouts, and workflows. Strong customization features allow personalization of the solution for your business processes, ultimately enhancing user adoption. Establishing a new method with strong customization features can further improve user adoption.

5. What kind of training and support is provided after implementation?

Inquire about training resources and support offered by the vendor, as these are crucial for effective software adoption. Adequate employee training eases the implementation of a new solution. Are comprehensive documentation, tutorials, and user forums available? Are dedicated support channels available to address issues and concerns? Sufficient training and support maximize benefits and minimize disruption during the transition. Engaging key leaders and addressing concerns can significantly improve the chances of successful adoption.

6. What is the total cost of ownership for new software?

Every implementation has upfront costs and long-term expenses associated with it. Evaluate the pricing structure, including licensing, implementation, customization, and ongoing maintenance fees. Also, calculate the potential return on investment (ROI) and the time to achieve it. An effective total cost of ownership analysis ensures the solution fits your budget and delivers considerable value. Additionally, choosing a potential partner who genuinely understands your mission and industry challenges is crucial for successful collaboration and achieving your objectives.

7. What security measures are in place for the software implementation?

Data security is imperative for project success when handling sensitive customer information. Inquire about implemented security measures, including encryption, access controls, and regular data backups. Additionally, consider if the solution provider hosts the software on secure servers. Ensure the solution meets industry-standard security protocols and complies with relevant data protection regulations.

Implementing a solution can significantly enhance an organization’s customer management capabilities. Choosing the right software is crucial and requires careful consideration and evaluation. By asking the right questions about business objectives, scalability, integration, customization, training, total cost of ownership, and security, an informed decision can be made that aligns with an organization’s needs. Understanding the changes required during the implementation process is crucial for successful implementation. Take the time to assess potential solutions, as the right choice can drive operational efficiency, improve customer experiences, gather feedback, and boost overall growth.

Contact BrainSell today to talk to our integration experts about our blueprinting and consulting services, which are designed to get your new software solution off the ground as soon as possible.