Our User First Design Formula is our
field proven implementation approach for
delivering project objectives on time
and on budget. User First Design is
based on an extreme focus on user
adoption as the single most critical
aspect of CRM implementation. Our
process is derived from hundreds of
successful projects during which we have
distilled a unique formula for driving
user adoption, productivity gains and
management success.
Our User First Design Formula is an iterative
process centered on the needs of end users in
alignment with management objectives. The
process is defined by short duration phases with
success metrics defined for each phase. Experience
tells us that incremental improvement is better than
delayed perfection. Start small. Achieve an interim
goal. Get traction with end users. Iterate. Achieve
the next goal. Get more traction with end users. And
before you know it users are using the system every
day and management reports and key metrics have real
meaning.
Define: We begin with the end in mind. We
help define key measurements and goals that will
define your success in the adoption of Microsoft
CRM. By understanding the business results that you
expect we are able to fine tune your project plan to
achieve those specific results. During this phase we
focus attention on the "carrots" that will encourage
functional end users to "live" within Microsoft CRM
everyday.
Design: Once we understand where you want to
go we design the system to get you there. Fields,
forms, work flow, business rules, reports, data and
integration are designed to reflect the way your
people work. We work from years of reference designs
to speed the process along. We leverage the
flexibility of Microsoft CRM to rapidly prototype
designs with your project team and end users.
Develop: During this phase we are building
the system based on the approved design. Data is
cleansed and converted. Integration scripts are
prepared. Training materials are produced. Final
revisions of the system configurations are reviewed.
A final "build" is produced and tested.
Deploy: This is the Go Live "launch" of your
system. This is also the most critical phase for
driving user adoption. Your system is staged for a
Pilot with a small set of end users. Refinements are
made based on feedback. Your people are trained. The
system is moved into production. But deployment does
not stop here. This is truly the beginning for end
users. Our formula insures that end users receive
proactive and persistent attention and that their
issues are addressed quickly and definitively. Key
adoption metrics are monitored proactively. Adoption
campaigns are launched and management reporting is
regularly sourced to reinforce adoption. Success is
achieved.
Successful projects are built one phase and one task
at a time. Each cycle of
define>design>develop>deploy helps you get one
step closer to benefits. This iterative approach is
proven to be much more reliable than a big bang,
"eat the elephant" approach.
