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CRM


Unlike accounting or HR solutions that are primarily used by highly trained and skilled personnel within a single department, CRM is an enterprise application that is used by virtually everyone across the firm. When deployed in an organization, CRM solutions aggregate vast amounts of information to create a pool of knowledge that can be used to prospect new business, validate leads, analyze processes and more.

Epsolon’s CRM solution is more than a new software package. It also encompasses a mindset, a way of doing business and a way of interacting with others in the firm. The success of a CRM implementation rests on the shoulders of a workforce that is willing to share information about clients and contacts. However, this "collaborative" mentality flies in the face of the culture within some firms. For better or worse, many practitioners are skeptical of sharing contact information for fear of losing opportunities to generate work that they can produce themselves. However, if a CRM implementation is introduced to the workforce as an opportunity to create new opportunities for all, success rates will improve significantly. Consequently, it is especially important to publicize instances when shared information benefits the firm-at-large. Management must work toward creating a culture that is based upon "the greater good" rather than "individual gain." To reach this goal, users must see proof that the information they share will be used to improve operations and add new business that will benefit all members of the firm. It may take some time, but such a culture shift is worth the effort.

One of the greatest mistakes a management team can make is to force-feed new technology across the organization. This is particularly true with a CRM implementation. As firm management prepares for a CRM rollout, planning and patience are critical. Working with the implementation team from the software developer, management should agree upon a plan of phasing software use across the firm. Some organizations orchestrate a CRM rollout by location, others by practice group or department. Regardless, this type of phased approach gives both the firm and the implementation team an opportunity to make adjustments, manage expectations, achieve milestones and promote successes. Epsolon’s lets you achieve this.

Epsolon’s Successful CRM implementations start and end at the top. Firms simply cannot achieve success without full management buy-in, nor can management set the process in motion and walk away. As a rule, successful CRM implementations are characterized as those in which management leads by example. Rolling-out a CRM solution takes hard work, but the benefits are substantial. Management should not sugar coat the process or minimize the effort involved. Similarly, as milestones are achieved, those same managers should be the first to strongly promote the benefits being realized by the firm.

Epsolon’s process of fitting a CRM solution into an organization provides a wonderful opportunity to evaluate processes and procedures across the firm. Working with the implementation team from the software provider, firm management should review, analyze and evaluate the firm's procedures as well as all of the data sources that will be migrated into the CRM solution. This is the perfect time to discuss and develop new procedures that will increase the firm's success.

While teaming with the right solution provider is important to every software implementation, it is absolutely critical when dealing with a CRM solution. The way CRM is utilized by a firm differs greatly from the way CRM is used by a product-oriented organization. Therefore, it is critical for services-based organizations to choose a software provider that specializes in those particular solutions. Equally important is the software solution's ability to seamlessly integrate with other business processes across the firm, including the firm's financial and practice management systems. The ability to correlate client relationship management and new business development activities with firm financial performance greatly enhances the ROI generated by CRM. Finally, firms should closely review the depth and breadth of consulting services provided by CRM vendors being considered. A CRM solution is only as good as the implementation methodology used to integrate it with a firm's business processes. Make sure that the vendor you select can provide experienced and dedicated consulting staff members that will work with your team to ensure success. Epsolon lets you do just that.
 
Epsolon Benefit
Epsolon’s CRM services are designed to meet the wide range of integration requirements required for today's business systems, whether simple or complex. Not only do we it integrate information from multiple sources across your business, we design to work with a variety of business software applications from all providers—including with custom software. Epsolon work together to give your and your employee’s up-to-date customer information that can be shared across department lines. The sales and customer service modules are completely integrated and give all staff and employees complete access to customer information gathered throughout the organization. The ability of Epsolon to present and share complete customer information helps companies find new ways to better server customers and identify new opportunities. The application also frees employees from the time-consuming task of re-entering information that another department has already captured. We smooth integration with other information systems. With Epsolon, your sales force can work far beyond the boundaries of your network. This lets your employees work no matter where they happen to be. Epsolon lets developers integrate its functionality with third-party applications and Web services. Together, these systems can let your company build an extremely powerful custom solution.