Your CRM’s health matters. Are you ready for an audit? Not the kind that tallies your spreadsheets or digs into the compliance reports – this is about evaluating your CRM platform. A CRM health check ensures it operates efficiently, securely, and even aligned with your organizational objectives while delivering value to your team and customers alike.
As technology advances and customer expectations evolve, the role of CRM systems has undergone a transformational shift from being a mere tool leveraged for tracking customer data to a unified platform for driving customer engagement, streamlining processes, and delivering actionable real-time insights.
But is your CRM performing at its peak? How do you measure its impact? Choose the path of health check.
Yes, CRM Health Check is Critical
With businesses increasingly using and relying on CRMs to handle the customer interactions, even minor inefficiencies can ripple into massive challenges. Whether it’s siloed workflows, duplicate records, or unused features, a non-performing CRM can result in lost opportunities and frustrate teams.
Salesforce, for instance, empowers businesses with capabilities that go above and beyond sales, service, marketing, and analytics. However, a lack of regular checkups can lead to inefficiencies or overlooked critical features that could transform operations. This is where expert Salesforce consulting partners play an important role in ensuring your CRM delivers optimal performance.
Wait, Not Sure What Does a CRM Health Check Include
A detailed and thorough CRM health check dives deep into every (yes, all of them) layer of your system, ranging from user adoption to data integrity. Here are the key elements that businesses shouldn’t ignore:
Data Accuracy & Management
You should elevate your data’s hygiene. Outdated and irrelevant information, duplicate records, and inconsistent formatting are strict no-no. Salesforce Duplicate Management and Data Loader help streamline data cleanup and maintenance.
Workflow Optimization
Are your processes working as efficiently as they should be? While Salesforce Flow and Process Builder enable automation, workflows often require tweaks on a periodic basis to successfully match the scaling business requirements.
Security & Privacy
The emergence of data privacy rules such as CCPA and GDPR have made it difficult to secure the customer data. Salesforce Shield offers provision for encryption, event monitoring, along with audit trails to maintain compliance.
Seamless Integration & Scalability
Is your CRM working well with other platforms? Holistic integration with marketing tools, ERP system, and analytics tools is critical. Salesforce partners recommend leveraging the power of MuleSoft and API-driven integrations to streamline data flow and remove silos.
User Adoption & Training
Is your team using your CRM? Because if they aren’t, it raises a question on its effectiveness. Emphasis on regular training sessions, guided onboarding, and user-focussed dashboards to drive the adoption rate.
Reporting & Insights
Actionable data-backed insights are critical deliverables from dashboards and reports stand point. Salesforce Reports and Dashboards are capable of evaluating if your metrics are aligned with the business objectives and pin points the areas for improvement.
But When to Conduct a CRM Health Check
Regular maintenance is non-negotiable and critical for success. However, there are key moments when a detailed audit is essential for the below mentioned scenarios:
Foraying in new markets or expanding operations
Post mergers or acquisitions
Revamped business strategies to align with CRM functionality
Implementing new Salesforce features or other solutions
A report states that 94% of technology businesses and 71% of the small businesses power their operations with a CRM platform. But shockingly only 43% of enterprises use less than half of their system’s features. Choosing to work with a top-tier Salesforce implementation partner ensures you completely leverage the CRM’s potential.
Also, Who Should Be Conducting the CRM Health Check?
A CRM health check should involve cross-functional stakeholders, such as IT teams, sales and marketing leaders, and compliance experts. While some businesses rely on internal teams, others prefer external Salesforce partners who bring deep industry knowledge and a proven track record of CRM optimization services.
For instance, Forsys, a trusted and preferred Salesforce consulting partner, has carried out CRM engagements and implementations across industries globally. Their end-to-end proficiency has enabled numerous businesses globally to uncover inefficiencies, execute best practices, and even future-proof their system for scalability.
Explore our customer success stories to get up and close with the Forsys’ CRM delivery approach and understand the difference we make.
Then, What Happens Next?
Instant fixes, such as data cleanup and user training.
Long-term strategies, like workflow redesign and feature optimization.
Future-proofing so that your CRM grows alongside your business.
Grow with a CRM that’s Purpose-Built to Scale
As Elyse Archer, Founder and CEO, She Sells, puts it, “Speak to the customer like you’re speaking to a friend you care about, and tailor your message to meet them where they are.” By conducting a CRM health check, you are not just eliminating core issues, rather unlocking new opportunities that eventually drive growth, efficiency, and customer satisfaction.