Digital transformation requires getting your whole team to understand the power of digital tools.
System knowledge refers to how capable and confident staff are at using your technology. System knowledge is vital to ensure staff feel confident using the system and are using it to its full potential. 36% of leaders worry their workforce lacks the skills needed to support digital transformation (KPMG, 2023).
Technology is often blamed when user adoption and staff confidence are low, and then leadership look to replace the CRM. However, the cycle would start again if the issue with system knowledge isn’t addressed.
Here are 6 ways to support staff with their system knowledge
- Make training and information accessible
Staff need to be informed how to access technical support or escalate issues. Documentation should cover which systems should be used, instructions on how to use them, and contacts to ask questions.
When choosing a supplier and implementer, ask what training they provide. Many providers host training events, have a library of helpful videos, step-by-step guides, or can deliver in-house training.
2. Encourage staff to complete a certification
Qualifications are beneficial for team members who work closely with the CRM. To assist with this, add the use of CRM or system knowledge to training plans and complete regular reviews.
3. Have a CRM champion
Someone who takes ownership of understanding the CRM and sharing the benefits can help drive projects forward and enthuse staff to use tools or processes.
It’s still important to have documentation and other staff trained, so if the champion leaves, they don’t take all the knowledge with them!
4. Prioritise communication
Whatever you’re trying to action, you need to keep staff well informed. Staff can avoid completing training if they feel like they don’t have time or they don’t understand why they have to complete it. If they feel uninformed, they are likely to push back on change.
5. Look out for new features
With every software update, check new features being offered so you can benefit from improved processes and maximise your investment.
Final thoughts
When staff feel confident using the tools at their disposal, data quality improves, member interactions become more meaningful, and processes run more smoothly. Ultimately, the organisations that invest in their people’s digital confidence are the ones that get the greatest return from their technology.
In this guide, you will learn what digital maturity is and how it can help you get true ROI from your CRM solution.
It covers 8 key areas:
- Strategy alignment
- Continuous learning
- Data accuracy
- Integrated systems
- Defined processes
- System knowledge
- Digital maturity
- AI maturity
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