Thoughts on what businesses actually need from the Cloud, not what vendors wish they needed.

Chris Bliss

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Implementing Capsule CRM: 5 tips, tricks and strategies

Capsule CRM is a great cloud-based CRM tool for small businesses with heavily automated or repetitious sales routines (see our review here). It’s lightweight, easy to use, and affordable. That said, it’s also a touch finicky to correctly setup and implement, particularly when complex workflows are involved. Here are 5 tips, tricks and strategies to successfully implement Capsule – enjoy!

And remember: if you want to save time, money and stress, VM Associates can manage your transition to cloud based software, including Capsule. Contact us to talk!

5 tips, tricks and strategies when implementing Capsule CRM

1) Recognize the difference between opportunities and cases. Opportunities should be used to represent each and every revenue opportunity: run reports off them to track conversion rates across sales reps, products, regions, etc. Cases can be used any number of other ways, including as project management “bins”, customer service tickets, or as account managers for ongoing clients.

2) Be aware of mobile limitations. This will likely change, but for the moment Capsule’s mobile interface doesn’t allow access to either opportunities or cases. If the mobile element of your workflow necessitates such access, you’ll need to be creative (include opportunity information in a contact’s name, for example).

3) Know the difference between normal tags and data tags. Normal tags work just like bookmarks: create and apply them on the fly, then search on them later to see which items are tagged with them (for example: a “partner” tag would bookmark all partners). Data tags create form fields that show only for the tagged item. For example, contacts tagged with a “Product A” data tag could contain form fields that differentiated between Product A’s differing colors: those form fields wouldn’t show up without the tag. Use data tags to record contextual information specific to a few tags.

4) Clarify your new workflows with every employee. New systems are difficult to transition into, even when they’re relatively easy to use. Before launching Capsule across your entire company, test-run it with a few tech-savvy employees. Get your workflows down pat (“When new leads come in, first add them as a contact. Then insert the new lead track.”), document them with screenshots, and give every employee all the information they need to be successful.

5) Relax. Everything is reversible. While it’s important to carefully think through and implement new systems correctly, it’s equally important to have fun with them and enjoy the small wins. One of the great virtues of Capsule CRM (and indeed most good cloud-based services) is how incredibly flexible they are – nothing is set in stone. There’ll be plenty of time to pivot or change direction with how you’re using it.

If you’d like help choosing the right cloud-based CRM for your company, or if you’d like further help customizing Capsule CRM to match your workflows, contact us to talk!

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Chris Bliss works at VM Associates, an end-user consultancy for businesses looking to move to the cloud from pre-existing legacy systems.