Technology Assessment

We begin by evaluating and taking stock of a client’s current CRM system (if one exists) to better understand how its teams are using and sharing data in their daily workflows. We evaluate current-state technology using our thorough assessment model that accounts for all relevant factors (integrations, data-usage practices across departments, authenticated users, etc.).

Insights Gathering

We then pair insights gained from the technology assessment with a business oriented fact-finding phase where we interface with predetermined company decision-makers in structured deep-dive Q&A sessions. These organizational deep-dives grant us with unique perspectives to better understand company processes, objectives, challenges, and optimal CRM end-states.

Recommended Approach

Once armed with the critical insights and perspectives gained from the first two phases , we create a development strategy with the goal of meeting all project objectives at the highest levels possible and in the established timeframe. The business requirements document (BRD), is drafted and delivered during this phase.

Stakeholder Incorporation

To ensure the highest possible levels of user-trust, adoption, and fluency for any CRM system, critical business stakeholders need to be incorporated through planning, development, and launch.

Adept Dynamics’ proven stakeholder incorporation strategy consists of working alongside our client contacts to determine leaders throughout their organization to participate in the project; ideally at both executive and manager levels and representative of the teams that will use the system most.

Once stakeholders are determined, they’re asked to participate in specific project decision making, milestone review meetings, and other planning sessions. The stakeholder group essentially becomes de-facto project advocates and project representatives to the rest of the organization – further establishing system trust.

To ensure the highest possible levels of user-trust, adoption, and fluency for any CRM system, critical business stakeholders need to be incorporated through planning, development, and launch.

Additionally, the project stakeholder team is heavily involved in later-stage user acceptance training and training actions.

Stakeholder Incorporation Benefits

• Ensures that system design and functions are compatible with leadership’s expectations and assumptions.
• Company leaders with authority and clout become project advocates.
• System experts are effectively established at critical junctions of the organization – helping to accelerate user-adoption while reducing the need for robust post launch training.
• Decentralizes project advocacy and expertise.

Training Materials

To supplement user training, we can create easy-to-understand instructional material that explain a range of CRM system functions. Guides can contain a mix of text, images, video content, and diagrams.

User Trust & Adoption

For any CRM to achieve widespread and rapid adoption with its core users, a transparent and well-crafted communications program is paramount.

Adept Dynamics specializes in conceptualizing and executing internal communications programs that message the purpose, benefits, and expected outcomes of a Dynamics 365 system to its intended end-state users. Messages are tailored to account for both company-wide and individual audiences.

Closely partnering with our client leads, we create comprehensive communications plans and materials that account for a project’s entire lifecycle. Our strategic communications team creates all necessary program materials: talking points, executive communications, visual aids, “what to expect” demos, and more. Additionally, we are experienced in organizing and executing complex all-company events specifically focused on preparing employee bases for Dynamics 365 through explainer presentations and systems training.

User Trust and Adopt Program Benefits

• Build excitement and trust in an upcoming Dynamics 365 with the system’s intended users
• Clear communication through project lifecycle on how and why the system will help employees execute their work while making their lives easier
• Consistent messaging to company stakeholders on how Dynamics 365 will make the company healthier and more profitable

Reactive Support

User support primarily focused on resolving bugs and other system errors. Reactive user support is designed to correct unforeseen system matters that are negatively affecting core users and their ability to accomplish their daily work.

Ongoing Development

Longer-range system enhancements aimed at incorporating new capabilities and other non-bug quality-of-life improvements. Leveraging our role supporting system users through the reactive support function, Adept Dynamics is proficient at gathering feedback and suggestions from core users. As feedback is gathered we work with our clients to determine and plan development priorities.