Five Questions to Ask your Microsoft Dynamics CRM Provider

Microsoft Dynamics CRM can often create headaches for even the savviest of IT professionals, regardless of whether your CRM installation is on-premise or online. As with any external relationship, due diligence in vendor selection will eliminate many of the issues that can arise with a Dynamics CRM instance before they occur. Here are five critical questions to ask your potential Dynamics CRM providers to ensure a headache-free installation and an effective working relationship:

What is Your Dynamics Support Response Time?

Twenty four hours can feel like an eternity when faced with a deadline. Sales teams need CRM data to help close deals, finance teams use Dynamics instances to track overdue contracts, and account managers rely on Dynamics CRM to help ensure the health and satisfaction of their customers. If a CRM provider is unable to respond to requests or cases in a timely fashion, you may find that your Microsoft Dynamics CRM is being under-utilized (i.e. a resource wasted).

How Many Experiences Do You Have with Dynamics CRM?

It may seem obvious, but the breadth of experience a CRM provider has provided a strong window into their ability to serve you and your team as effectively as possible. All instances of Microsoft Dynamics CRM are unique and customized to the myriad purposes of the tool’s users. A provider with strong installation and service experience over multiple years is more likely to have faced, and solved, your issue in the past. CRM providers that have worked in your industry or function are much more likely to have a successful solution in place more quickly.

How Many CRM Installation References Can You Provide?

As a continuation of your provider’s experience, their ability to provide references is a natural next step. Speaking to previous or current clients will give you a clearer picture of your potential Dynamics CRM provider’s ability to foster positive working relationships, along with real-world examples of problem-solving and customer service. Don’t be afraid to ask for references that closely mirror your own organization’s profile.

How Reliable and Robust is Your Product Knowledge?

Is your potential provider an expert on all aspects of the Microsoft Dynamics CRM? Are they aware of the latest developments and updates for the product from Microsoft? Are they familiar with the most common bugs that occur with your specific Dynamics instance and, more importantly, the most effective solutions? These are the types of questions for which any successful provider should have answers.

What are Your Dynamics CRM Support Options?

Many businesses no longer operate on a standard Monday to Friday, 8:30 to 5:30 schedule, while IT teams have become accustomed to working what has become close to a 24-hour-a-day job. The provider of your Microsoft Dynamics CRM instance should not only understand the unique schedule on which your team operates, but also be willing to provide direct and responsive support in a way which fits your business and allows your staff to successfully resolve any issues. As with response time, immediate support can mean the difference between success and failure.

While there are no guarantees with any third-party vendor, especially when it comes to IT relationships, addressing these matters before the contracts are signed will alleviate the unnecessary stress that can come with a Microsoft Dynamics CRM instance. The next step following a successful installation is to explore helpful add-ons, like Report Scheduler, to make your Dynamics CRM instance work for you.