Skip to 18m 30s to see the Q&A with Dom Yeadon.
Implementing a new CRM can appear to be a daunting experience, especially when teams are working remotely. This video shows how implementing Student CRM remotely works, and how it is easy and painless it actually is. Skip to 18m 30s to see the Q&A with Dom Yeadon. Why not get in contact with us to see Student CRM for yourself?
Transcript:
Martha: How well does remote working fit in with a CRM implementation project? (for both the supplier and the University)
Dom: It suits it rather well actually. From a practical point of view, remote working removes the logistical variables of traditional on-campus face-to-face meetings, such as:
travel delays
issuing parking permits
registering arrival at reception
being picked up by the host and walking back to the meeting room
time spent 'plugging in' laptops to non-existent ports on 'the new system in this meeting room',
WiFi access and IT creating a new access code
room availability, late attendees, early leavers, etc.
Time spent on logistics can consume up to 25% of the allowed time on a bad day!
Martha: Do you think remote working will continue for these types of projects?
Dom: I do hope so. From a supplier's perspective, reducing travel times and logistical challenges is a big win, because that saves time and costs throughout the project. The biggest benefits when implementing Student CRM remotely far outweigh the minimal non-verval communications visible in a face-to-face meeting. I like the fact that:
We can pull in our in-house experts in real-time, mid-session, in seconds.
Arrivals and departures are non-invasive.
Resources can be shared with links in chats, questions logged for follow-up at the end of each session, or in email.
Collaborative document updates save so much time during the sessions.
Breaking out into follow-up sessions with certain stakeholders in a 'run-on' session can alleviate the need for formal 'fix a date, etc' clarifications on another day
(my tip would be: aim to finish each 30-minute session at 25 minutes leaving a 5-minute buffer at the end, and aim to finish 10 minutes early on a full 60-minute session. Go over 60 minutes at your peril!)
Martha: How well does it work solving problems remotely – getting people explaining issues or talking through solutions?
Dom: At first glance, it might appear to be a challenge where face-to-face would be the natural first choice.
Not so.
In order to address this need to communicate more effectively, we find that greater care is taken to explain in clearer language, diagrams, and real-life examples than may not otherwise be the case with face-to-face.
This focus on clarity has delivered faster, agreed outcomes with instant shared collaborative notes and changes in real-time.
One dynamic observed in previous face-to-face meetings is the 'nod of approval' from some stakeholders in attendance that is actually masking uncertainty over speaking up and saying 'no, I just don't get it, make it clearer please'. Whilst this can happen we see that individuals remotely joining tend to feel more comfortable raising their hand. I will often check that we all understand with one of my famous 'silly questions' that makes it acceptable to not know everything about a new CRM :)
Martha: How do you run your customer engagement meetings during lockdown? Will this change after lockdown?
Dom: Our next User Group Meetup is in 3 weeks’ time It will be meetup #23, with the last 2 being held via Zoom.
One week in advance, we deliver cookies to every participant's home so they can nibble during the meetup.
I do think users will want to go back to hosting at each member university as a face-to-face group as before because the 'downtime' between sessions is where some great new friendships are formed whilst we all buzz around the buffet lunch.
I will follow the User Group members' lead on this.
Martha: What is the ONE takeaway every university should get from this session?
Dom: Remember that practically every challenge we will face together during a CRM implementation is likely to have already been faced and solved before by our team.
Delays, last-minute changes, overriding priorities, key university resources being diverted to deal with emerging university issues/emergencies, and so on.
We have many years of experience and solutions that we can call upon at a moment's notice.
There really is very little new under the sun, it just sometimes gets communicated to us in new and exciting ways! We do have the answers and you do get the outcome you seek. Delivering the apparently complex within a solid framework works very well.
END
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