Control Tower for CRM User Adoption

End user adoption problems plague many CRM systems, regardless of the platform. You've built a great system with bells and whistles galore but for some reason people just don't seem to be using it? Does this sound familiar?

When companies contact us to help them solve their end user adoption problems, of course we try to understand the scope of the problem right away. Unfortunately many (most?) companies can't even quantify exactly how many users utilize the system on a daily, weekly, monthly basis. The CRM administrators are stuck tracking down rumors and myths about their system usage, and these half-truths make the research nearly impossible. Even worse, the administrators can't even quantify whether or not any changes they make to improve the system really improve end user adoption!

To help solve these problems, we built our proprietary Azure-hosted application Control Tower that accurately measures and quantifies end user adoption on a day-by-day basis. By deploying Control Tower in your Microsoft Dynamics CRM deployment, you have the objective data you need to measure and drastically improve your end user adoption. Control Tower will provide with the data you need to answer these questions:

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  Are people using your CRM system?

  You can measure how many users have created or modified a record within a given time frame, and compare these numbers to the total number of enabled users in your system. You can filter all of these reports by custom date ranges, manager, and business units.

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  How are people using your CRM system?

  Once you understand how many users are interacting with the system, Control Tower allows you to dive deep in the types of records that the users are working with. You can easily measure the breakdown of record types in the system (“we have 1,000 opportunities, 500 accounts, 600 emails, etc.”). Again, you can filter all of these reports by custom date ranges, manager, and business units.

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  How is a specific user interacting with your CRM system?

  Beyond the aggregate level data, Control Tower allows you to drill down on the usage data for specific users. You can measure how many and which types of records they are creating or modifying on a daily basis. This data is particularly valuable when you are rolling out CRM to a new group of users or a new hire because you can measure their usage to make sure they are maximizing their system usage.

Please contact us if you are interested in learning more about Control Tower or viewing a demo.