Why Your IT Team Hates Your CRM

Let’s be honest: if you’re in sales, you’re no stranger to clunky software solutions. From legacy platforms with countless tables and fields, to the inability to function across mobile devices, many CRM and SFA systems have their fair share of shortcomings.

But what you might not realize is that, while your team is busy avoiding your CRM and finding workarounds in Excel or Google Sheets, there is another team that simply can’t escape the madness. If you’ve found your CRM lacking and felt the cold shoulder from your IT team lately, it may be time to band together and start thinking of an alternate solution. Here are three ways that your CRM may be hurting them just as much as it’s hurting you.

Implementation

Many CRM companies, like Microsoft Dynamics and Salesforce, don’t offer in-house implementation services. This means that your company either has to shell out an hourly fee for third-party assistance, or have your IT team manage the implementation internally.

While doing a quick Google search for “average CRM implementation time” yields results ranging from one week to six months, no two CRM or SFA implementations are alike. Truly, the time to go-live will be determined by the number of employees that will be using the system, as well as the complexity of your sales process and required customizations. Not to mention, if you are moving from an existing platform to a new system, data migration can also take up a pretty hefty chunk of time.

Rather than making implementation seamless for your team, many sales solutions require tons of custom coding upfront to configure the system in the way that your business needs. Of course, you know what that means: each time you would like to optimize your sales process or pipeline, IT will have to get involved to help with re-configuration.

Support

Similar to implementation, many sales platform vendors fail to provide live support for their customers without the purchase of pricey premium support packages. Rather than pay the cost and risk having to rely on a vendor to provide sales teams’ with assistance, many companies turn to their own IT teams.

If something breaks, it is now IT’s responsibility to dig through vendor documentation in attempt to solve the issue in a timely fashion. Given all the idiosyncrasies of legacy sales platforms, this can be a time-consuming and altogether unpleasant endeavor, especially for team member’s without pre-existing knowledge of the system. Suddenly, your IT team’s time is being wasted troubleshooting system glitches, rather than innovating solutions for your business.

Integration

With data acting as the official currency of the digital world, integrating CRMs with other business systems like marketing automation platforms, helpdesk software and quoting and billing solutions is growing increasingly common and necessary. The greater visibility that sales has into the full customer journey, and the more prospect/customer data it has, the smarter, more strategic decisions it can make.

Unfortunately, not many sales platform vendors make this process easy. Case in point? Salesforce has a 48-page “quick” guide of API limitations that developers must be aware of before building any new connections. One can only wonder what the “long” guide looks like…

This is why companies like Peritus Digital are choosing sales platforms with flexible, well-documented APIs built to power business connections. After building an an invoicing system called Paycove on top of Base for one of its clients, Peritus’ CTO Rich Hankinson said, “Base’s API is extremely well-documented and easy to work with. We love that Base doesn’t heavily restrict API calls, so we were able to rapidly test the Paycove integration without hitting any limits.”

Don’t be the 63%

With 63% of CRM initiatives failing, it’s time for sales and IT to band together and find a CRM that the whole team can get behind. For help in your search, try downloading our CRM Buyer’s Kit, which features an RFP template, self-assessment and other materials to help ensure that your team gets the sales solution it needs to succeed.

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