It’s a painful question, but it’s worth asking after go-live. If your team types into the system what they used to type into Excel, with nothing extra, you haven’t transformed your processes. You’ve simply bought a fancy data input tool.

In this video Mark explains what makes the difference. With partner-led systems like Dynamics 365, Salesforce and HubSpot, you need to look at automation, reporting and a user front end that is friendly and useful. Reuse existing data so users aren’t keying it in twice, and set fields to trigger updates in other fields. Those changes shape how people work day to day, and they affect data quality and the quality of your reports. Train your users properly and get them to buy into the reasons for change. The practical outcome is a system that does more than hold data, and a platform you’re getting the most out of.

Quick takeaways

A system your team uses only for data entry is an expensive spreadsheet. If users type in what they used to put in Excel, with nothing extra, your processes haven’t changed.
Automation makes the difference. One field can trigger another and update a third, so users do less manual work.
Reuse existing data. Users shouldn’t key the same information into the system twice.
Reports and data quality go together. How users work day to day affects data quality, and that affects what you can report on.
Make the user front end friendly and useful. Different-looking screens aren’t enough.
Train users and win their buy-in. People need to understand the reasons for the change.
Invest time after go-live. Going live isn’t the finish line if you want to get the most out of your platform.

What it means when your CRM is used as an expensive spreadsheet

You invested in a transformation. (Is it really a transformation?) You’ve gone live. But your users are treating the system as a fancy data input tool.

Maybe the screens look a bit different. But if people are typing in what they used to type into Excel, with nothing extra, you haven’t transformed your business. That goes for your processes, your systems and what you were hoping to achieve. You’ve put an expensive spreadsheet in place.

Questions to ask after go-live

Are users entering the same data they entered into Excel, with nothing extra?
Can we use existing data so users aren’t keying it in twice?
Could one field trigger an update to another?

What makes the difference

We’re talking here about partner-led systems like Dynamics 365, Salesforce and HubSpot (the ones you typically roll out with an implementation partner). With these, you need to look at four things:

Automation. Make sure this field over here triggers that field over there, and that it updates the one further along.
Reports. Think about how you pull information out of the system, not only how it goes in.
The user front end. Make it as friendly and as useful as you can.
Existing data. Reuse it, so users aren’t dual keying.

These are the things that change how users work day in, day out. They also change your data quality, how you report on the system and the quality of those reports. Our team includes report specialists and trainers because we see these areas as part of a good build, not an afterthought.

How to stop your system becoming an expensive spreadsheet

Review the daily work. Look at what users do on screen and ask what the system could do for them.
Add automation. Start with the repeated, manual updates.
Fix the reporting. Check that the data going in supports the reports you want to pull out.
Train your users adequately. Our training and support is there to help people use the system properly.
Get people on board. Make sure they buy into the reasons for the change.

Don’t end up with a really expensive spreadsheet. Put time into making sure you’re getting the most out of your platform.

Frequently asked questions

How do I stop my team using Dynamics 365 like a spreadsheet?

Look at what the system does beyond data entry. Add automation, so one field can trigger updates in others. Reuse existing data so users aren’t keying it in twice. Make the user front end friendly and useful, and improve your reports. Then train people and make sure they understand why the process is changing.

What should I automate in my CRM after go-live?

Start with repeated manual work. Ask whether data already in the system could be reused so users don’t enter it twice, and whether one field could trigger an update to another. What to automate depends on how your team works, so a short review of daily tasks is a good first step.

Why does poor user adoption affect CRM reporting quality?

Reports can only show what users put in. If people enter data twice or only as a chore, data quality drops, and so does what you can pull out. A friendlier front end and automated updates make day-to-day work easier for users, and that supports better data and better reporting.

How much training do users need for a new CRM?

We’d say train users adequately and make sure they’re on board with the process. When people understand the reasons for the change, they’re more likely to use the system properly. Training on its own won’t fix screens and processes that still just copy the old spreadsheet.

Does this only happen with Dynamics 365?

No. The advice applies to partner-led systems in general, including Dynamics 365, Salesforce and HubSpot. Any of them can end up as a data input tool if nobody puts time into automation, reporting, a friendly front end and user training after go-live.

About Mark Pullar

Mark Pullar is the founder of All My Systems, a Microsoft Dynamics 365 consultancy based in Hebden Bridge, West Yorkshire. He has 25 years’ experience in IT and senior management, holds an MSc in Information Systems Management, and is a Microsoft Certified Professional in Dynamics 365. Mark set up All My Systems in 2014 to bring proper business systems to small and medium sized companies, and he shares practical lessons on productivity and running a business along the way. Read more about Mark’s story and how All My Systems began.