Imagine how disappointing it can be for businesses to spend thousands of dollars on purchasing and implementing CRM software only to discover that no one at the company wants to use it. The employees are extremely disgruntled and hate being forced to use the new system. They don’t understand why the job cannot be done in the same old way. Such unhappy workers don’t miss an opportunity to express their dissatisfaction about the new system instead of making efforts to learn how to use it efficiently. In the long run, CRM implementation fails if these malcontent employees unite with like-minded coworkers and rebel against the new system.
So, why are these employees stubbornly refusing to use the CRM system? To find the reason, you should, first of all, understand what concerns or fears your workers have with the system. What’s the source of their dissatisfaction and negative attitude? Once you have discovered the root cause, you should take particular actions to address these issues until they become fatal to your business.
In this article, we are going to talk about four key reasons why your employees dislike CRM software and how to improve this situation.
Reason 1. CRM System is Too Sophisticated to Use
Problem: It’s a fair criticism to say that CRM systems are complicated tools. Hence, it makes sense why your teams dislike it. Some CRMs can be more sophisticated than others, but overall, all of them are complicated. It takes some time to learn how to navigate the system, enter and update data, build reports, use dashboards for insights, etc. However, who said that using a CRM is tougher than driving a car, paying online, or doing many other complicated things that seem simple just because people CAN do?
Solution: If you notice that your employees dislike using the system and complain about it being “too complicated,” most probably they need more training. Usually, CRM implementation partners include training in the implementation project, but it may be insufficient for your staff. Find out the most frustrating aspects, the most intricate features of the system, and buy an additional training package to teach your workers how to easily use the CRM.
Reason 2. CRM Helps Managers Spy On Employees
Problem: Usually, CRM systems provide features that allow managers to track the performance of their teams or separate members. While the senior management enjoys seeing the holistic view of their teams’ efficiency, employees feel like they are being spied on. They may feel paranoid as if Big Brother is always watching their every move. It may affect their productivity, work atmosphere, and healthy relationships with managers.
Solution: The CRM system can indeed be used to track employees’ performance. However, when used professionally and properly, it should never become a problem. But if managers utilize this feature to closely observe and control the work of their subordinates, it will cause complaints among them. As a result, your staff will hate the CRM and refuse to use it.
Check out the CRM systems offered by Salesforce.
Reason 3. CRM Allows Your Colleagues to “Steal” Your Leads
Problem: This is the primary concern of salespeople. When everyone keeps their accounts and leads separately in Excel spreadsheets, the chances that fellow salespeople may steal their clients or prospects and get credits for the sale is low. When the company introduces a centralized CRM software where everyone should keep their accounts, leads, and client information, salespeople worry that their coworkers may have access to their records in the shared system and steal their hard-won leads.
Solution: This problem arises when your sales team doesn’t know how user rights and access permissions work in the CRM system. They may not realize that by applying certain access rights, the data inserted by them will be visible to them only. The coworkers will not be able to see or modify those records. By explaining to your employees how the CRM keeps the information on their leads and prospects safe, you alleviate their fears and make them like the system.
Reason 4. “The Old Way Was Better” Mindset
Problem: Accepting, getting used to, and loving something new always takes time. At the beginning of this process, users always complain that “the old way was better” and don’t understand why the company has decided to move to a more complicated solution. This complaint will make sense if you study and understand its root. The problem is that beginners use the new CRM system slower than the old one. At first, everyone is a bit clumsy. For example, if previously it took them a few seconds to enter the new information into their old system, spreadsheet, or notebook, now it takes a few minutes because they are still in the learning process and cannot do it as fast as before. As a result, this slowness disappoints employees, and they think that “the old way was better.”
Solution: It’s essential to explain to your employees that it always takes time to master something new. No one drives a car like a pro from the first attempt. In the beginning, the workflow will feel slow and confusing, but it’s crucial to be patient and not give up. Over time you’ll notice that you know where all the tools, sections, and buttons are located in the CRM system, and you’ll be able to do everything faster and smoother.
To sum up, there is always a fair reason why employees hate the CRM system and refuse to use it even though the company has spent tons of money and time on its acquisition and implementation. Therefore, to improve the situation it’s important to study the root of the problem and take practical measures to fix it.
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