Phew What a day - CRM Goes Live
Well the day started around 5am, I was lying in bed and had woken up for the 3rd time that morning after having the recurring nightmare that the CRM servers were going to die on me, the training that had been given would disappear from everyone’s mind. Talk about glass half empty....
It turned out that I didn’t need to worry half as much as I did. I arrived on site and started to run through the checks.
A few moments later Melissa turned up to do the decoration, balloons and CRM Survival packs were distributed then Leighton (Our appointed CRM training guru and all round nice guy, looking as nervous as myself I might add).
We did our final pre flight checks and then it happened, Emma on the Service Desk got our first call that needed to be logged into the Service Desk. All went well, the world didn’t end and then the day just happened. Within the next 30 minutes the hive of activity that was the Service Desk was there and people were asking questions, suggesting improvements, listening to feedback from customers, I even hear that some of our customers were asking about when we were going to sell MS CRM Dynamics as a service.
The day certainly didn’t go without hitch and there is some process items to sort and some of the functionality didn’t work exactly as we thought, you just got to love technology, but at no point did we even consider rolling back.
I think the comment of the day yesterday that stuck with me was......
"We did well; we didn't change the world but we the world didn’t end"
We have had some comments from our customers that have increased our confidence even further that we are doing the right thing by making this change..
This from someone who received one of our notifications from CRM telling them who their case owner was
"WOW…
This is really impressive – if you could feed this back to the team and James I’m sure it will make their day.
It has a wonderful human touch to it – makes it feel like we’re dealing with a person rather than a service / team. Looking forward to more and more positive changes like this one. (if this is as a result of moving over to CRM?)
Just the perfect level of detail that we all appreciate and love to see – keep it going
Well done"
If any of our customers have any feedback positive or challenging on our rollout of MS CRM then please do not hesiate to contact our Service team at Support@cobweb.com
Thanks
Kev Gower




