One question I always try to ask users is, “does anything feel redundant?” If you ask a few people this question, you’ll sometimes find sticking points you never even thought of. What’s great about this question is that CRM 2013 seems to always have a solution to the user’s frustration. One solution I go back to again and again is the “Process” dialog.
Let’s look at a real-life example…
The Dreaded Weekly Work Plan
A client I’m working with has to build out a plan each week of the projects they are going to work on. Each user typically has one or more projects taking place each week and each project typically last several months. Additionally, at the start of each month users are typically expected to have five weeks of work planned out.
To management, this was important to understand who was freeing up as well as anticipated cash-flow of billable projects. To the users, this was one of two TPS reports they had to deal with. Both were frustrated since users were slow to get these entered and management always felt the numbers were unreliable.
In this case, the users were asked only minimal information:
A basic CRM form with minimal input fields.
Read More »