Everything is going digital these days, be it your social life or your business. So it is no surprise that companies now invest a lot of resources in ensuring that the employees can effectively adopt digital solutions to achieve business goals. Successful digital adoption happens when employees can use digital processes and systems to fulfill goals effectively within the process, and not as an afterthought.
Similarly, successful CRM takes place when employees are able to cater to the customers’ needs and demands at all touchpoints, and not just as an afterthought. It is estimated that powerful CRM implementation can increase conversion rates by 300%. But did you know digital adoption solutions might be more related to successful CRM implementation than you think?
More than 17% of sales personnel reported that they spend the better part of their day entering data manually into tools such as CRM. Digital adoption solutions can improve the data management processes to a large extent by making it easier for employees to navigate the enterprise applications.
Let us make the association between digital adoption solutions and CRM systems clearer with the following reasons:
1. Enabling Real-time Customer Support
With the implementation of a digital adoption tool, it becomes easier for employees to use technology and automated systems in achieving their targets. CRM systems are aimed at eliminating possible lags and potential delays within customer support processes through technological tools. However, these features can easily be wasted if the employees are unsure of how to use them to their advantage. It is estimated that 35-50% of the sales go to sales teams that respond first.
A digital adoption tool can guide employees on the features of CRM systems that they can make the most of, for every phase of the customer lifecycle. For example, digital adoption tools can help employees understand how they can stay updated on the status of each customer, and resolve their queries in real-time so that there are no lags within the process.
2. Reducing onboarding time
They say that how your employees are feeling reflects directly on the quality of customer experience provided by them. Companies often underestimate the amount of time that automation of processes can save for employees as well as the customers. The journey from getting a customer’s attention to solidifying your importance for the customer is an intricate one, and adopting a digital process can help your sales team make it more unique and enriching.
An effective onboarding experience has to consider not only the time taken but also the costs associated with it. Digital adoption platforms can be a useful tool in achieving shorter but highly effective onboarding experiences by presenting the key features and benefits easily to the new users. More than 86% of people state that their association with a product/service depends largely on how educational and useful their onboarding experience is.
3. Increasing productivity and user experience
Digital adoption directly translates to better productivity and performance among employees as some of the more time-consuming processes are automated. Furthermore, when employees can effectively adopt digital solutions, their personal user experience with the CRM system improves enabling them to get more work done. Digital adoption platforms can increase employee productivity by nearly 35% in most cases, making them highly useful for building a winning sales team.
Moreover, companies spend thousands of dollars on improving their user experience so that it can fetch higher returns for them. But the key to a successful user experience is having a CRM team that understands and proactively caters to customer needs. Digital adoption tools can let your employees leverage CRM systems to intuitively enrich user experiences to be unique and useful for new customers.
4. Optimizing and managing employee workflows
One of the major challenges of managing a sales team is the optimization of workflows in a way that utilizes all your personnel efficiently. When you do this manually, it is easier to either encumber your personnel too much or worse, failing to manage tasks on time while resources are sitting idle. With a CRM system, you can generally view and manage individual personnel assigned to customers, and their tasks in real-time. More often than not, this can save you lots of time and enable better resource management which is crucial to the success of any team.
With digital adoption tools, employees can manage their tasks and deliverables, and track their progress in real-time. They can always live on the system, making it easier for managers to set their workflows, and optimize them for maximum efficiency. Moreover, the higher the adoption rate, the easier it becomes for managers to track employee performance in real-time.
Wrapping up
Digital adoption platforms might seem like an additional tool that your company needs to implement apart from the core systems that you might have already purchased. But from a holistic standpoint, digital adoption tools can be a great way to make your current systems better. When the digital adoption rate among employees increases, they are more likely to use the present CRM system and its features to the fullest, hence building a successful customer experience and relationship management.
Lucy Manole is a creative content writer and strategist at Marketing Digest. She specializes in writing about digital marketing, technology, entrepreneurship, and education. When she is not writing or editing, she spends time reading books, cooking, and traveling.
