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CRM implementation

The main goals of CRM implementation are to improve the efficiency of business management, reduce costs and increase profit and revenue.

Business efficiency depends on the performance of both the sales department and all departments of the company involved in the sales process.

CRM system helps to monitor work and manage business processes. It is a powerful tool that helps automate many processes, segment customers, establish interaction with them and improve marketing promotion. The CRM system performs many tasks. Among them are customer accounting, sales management, various analytical functions, document management and many others. It is necessary to take into account a lot of factors, work with a large amount of information, analyze, structure it and properly manage it. Poor organization of business processes leads to unmanageability, which entails the loss of customers, finances and many other negative factors. Sales are the main engine of any type of business, and the well-being of the company depends on their efficiency.

Why is this necessary? CRM system is a tool that allows you to structure data, process a large flow of information, analyze and compile tasks. It helps to improve employee management processes, monitors the company's activities, simplifies work with documents and accounting.

I. Implementation of CRM solves the following tasks:

Before deciding to use such a CRM, stakeholders need to understand whether it is needed at all for their business. Many companies exist "the old fashioned way", where managers write down data in a notebook, communicate with the client by private phone and email system, tasks are set at meetings, employees spend a lot of time preparing reports, which do not always correspond to reality. The high level of competition, the flow of information, the growing needs of customers do not make it possible nowadays to remain at this level. Therefore, the introduction of CRM becomes almost mandatory.

1. Integrity and safety of the customer base.

One of the main advantages of CRM is maintaining a single customer base. All contacts and accounts are stored in a single database, it is almost impossible to lose them. Access is granted among employees depending on the position, role, each specialist can maintain his own separate database, while it is combined in the system. The database is segmented, you can assign roles. Employees have shared access to data, which makes it possible to offer effective solutions to work with clients and improve the efficiency of interaction both within the company and between the business and the client. Not only the company's clients are being monitored, but also suppliers, partners, and other participants in business processes.

2. Increasing sales efficiency.

Implementation of CRM has a positive effect on sales performance. What makes this happen:

  • the customer base is optimized, it can be divided into regular, potential, promising, etc., as well as segmented in order to work separately for each category;
  • easy to plan the actions of employees;
  • internal processes of the company improve, departments begin to interact with each other more efficiently;
  • the speed of service is improved due to quick response to customer requests;
  • work efficiency is increased due to a clear distribution of tasks and tools for monitoring and collecting reports in automatic mode;
  • thanks to sales statistics, it is easy to assess the demand for positions, prepare offers and adjust the marketing plan;
  • electronic document management simplifies the process of processing transactions, minimizes errors, improves the quality of service;
  • simplifies the supply chain.

  • If your company pursues the same goals, then the implementation process is mandatory.

    3. Increasing the level of customer service.

    The quality of customer service is one of the main priorities of any modern company. It all starts with an elementary response to a request and fast service, to personalization and unique offers. Through the implementation of CPM, communication with customers becomes simple, efficient, fast and understandable. You can create newsletters, congratulate customers on holidays, prepare offers based on purchase history, send out invitations to events. Keep a dialogue with customers, and they will become permanent.

    4. Optimization of the company's business processes.

    Installing CRM streamlines many workflows. Example: a customer leaves a request on the site and wants to purchase a product. The application goes to the post office. The manager, even if he immediately notices her, calls the client back. There is a dialogue, the client does not dare to buy yet. Next, the manager must find out if there is a product of interest in the warehouse. The client thinks. The employee calls back, but the customer decides not to buy the product yet. How will the implementation of the CRM system help solve the problem?

    The application comes immediately to the chat to the manager, the system shows data on the balances, or a request for the warehouse is automatically generated. The manager is already aware of the position during the call. The system has a work script, which already increases the likelihood of sales. The client decides to think. Good. But he gets into the database of potential buyers. Next, a personal offer is prepared for him, persuading him to buy. Even if it is not ready, the data is stored in the database, and you can work with it later.

    The company's processes are easy to optimize, automate, speed up. Document flow, autocompletion of data, personal offers, distribution of tasks - these are just a small part of the processes that the system can automate and improve.

    5. Standardization and automation of sales.

    The implementation of CRM system brings business processes to the chosen standard. This means that managers will work according to a clear algorithm, each process is adjusted and follows a given direction. This approach eliminates the fuss and mistakes. This approach ensures order in the business and increases efficiency.

    6. Getting detailed actionable analytics.

    One of the main advantages of implementing CRM is the availability of detailed analytics and reporting tools. You can easily control the work of each employee, see real sales, income and expenses of the company, costs. Thanks to analytics, a plan for sales, marketing and business promotion is developed.

    Analytics allows you to see strengths and weaknesses, understand what is happening inside the company, see changes in the market and feel trends. This is necessary to acquire the dynamism and flexibility of a company that can adapt to modern realities and manage trade.

    II. CRM Implementation stages.

    The implementation plan consists of several stages. CRM can be implemented both in a new company and in an existing business. The CRM system implementation project is as follows:

    1. Description of the company's business processes.

    Initially, you need to understand how the company works, what business processes are going on and what can be improved, automated and optimized. To do this, E-PAGES analysts study in detail the features of the business area, the target audience, competitors and internal processes of the company. We draw up a non-disclosure agreement for confidential and commercial information, so you can be sure that your data is protected.

    It is important to understand the structure of the company, from the cleaners and employees at the reception, ending with the composition of directors. The products of the enterprise, the services provided, the principles of the work of managers are studied. How does the work with the client work, where do the requests come from, how the marketing system works and what analytics tools are used. All this is necessary in order to draw up an accurate project for the implementation of a CRM system in a business.

    2. Drawing up an implementation concept.

    After identifying strengths and weaknesses, you need to understand how to get rid of problems and how to improve sales. We study where customers are lost, at what stages deals fail and how to optimize the work of employees. After that, an implementation plan is developed, the optimal tools are selected that will eliminate the weaknesses of the company, improve interaction with the client and increase sales. The terms of reference are drawn up in the form of documentation, which is followed by developers and specialists providing CRM implementation services.

    3. Formation of the CRM setup map.

    If the implementation concept are a set of rules and recommendations that will help improve business performance, then the setup map is a clear technical plan that will help integrate the tool into the company. Based on the data received, a set of tools is formed that will work, checklists, sales funnels are prescribed, tools for interacting with the client are determined, action algorithms are developed taking into account the specifics of the situation.

    The implementation plan is beginning to be implemented and the tools to be used are being prepared. The setup map gives an understanding of what algorithms employees will work with.

    4. CRM setup, data import, integrations.

    CRM installation in progress. Following the plan, specialists set up an account, integrate third-party services, import existing databases, create new statuses, create sales pipelines. All technical settings are made, the tool is prepared for launch and operation.

    5. System testing.

    Checking the quality of implementation through global manual and automated testing.

    6. Customer training.

    Conducting a demonstration of the system with detailed training of the customer to work with it. Our specialists train employees, show how to work with CRM. If the company is small, then even at the development stages, the manager studies the principles of interaction between CRM and his company, department heads adopt skills and pass them on to their employees. For large enterprises, a coaching service is provided. The task is to convey the benefits of the tool, its capabilities and the goals of implementing CRM. No matter how powerful a tool is, if employees cannot use it, it will not be effective. Therefore, the learning phase is also important.

    7. Technical support and further development.

    After the implementation of the CPM, technical support is provided. During tests, it is impossible to take into account all the features of working with the system, so technical assistance allows you to quickly supplement the tool, change functionality or improve it. We provide warranty support, and also provide a full support service.


    The effectiveness of implementing a CRM system is extremely difficult to overestimate. This is a modern digital tool that helps to automate and improve the company's business processes, optimize the work of employees, reduce workload, minimize errors and risks, reduce costs and increase profits. It helps to establish communication with customers, provide personal services and turn customers into regular customers.

    At E-PAGES, we provide CRM implementation services, as well as offer the development of personal systems with a unique set of business tools. We select the best solutions, study in detail the features of the business. We allocate a personal development team, accompany from the beginning of cooperation to the full launch, and also provide warranty support.

    You want to implement CRM in your org?

    If so then simply contact us to discuss the details, the cost of implementing CRM for your business, terms and other details. Let's improve sales and communication with customers together!

    Just contact us here.