Situation
A company with long and complex business processes had noted that the loss of sales team members was at the same time a significant loss of their knowledge of the customer. Their tailor-made and very manual reporting systems, while useful for assessing sales, were not adequate for storing historical information on a customer in a practical way. The possibility of implementing a CRM was raised, but there was no consensus in the management team about what tool should be used.
Diagnosis
The root of the argument was that the IT Director wanted it to be compatible with the existing ERP, while the commercial director believed that the functionality offered by the CRM from the same manufacturer did not meet his needs.
Solution
We analyzed the sales process and the objectives being sought with the introduction of this new tool. It was found that indeed there were very few references in the field using that CRM. In addition, the providers were large companies and had very expensive consultants. The implementation of a cheaper solution was proposed, closer to the objectives sought and it was found that the compatibility issues were not as complex as previously thought.