A customer relationship management system or CRM can be a critical tool in not only the growth and success of an individual agent, but also the growth and success of the overall office. It is incredibly important when choosing and implementing a CRM in a brokerage that you can achieve total buy in. With all brokers utilizing the new tool, the best results will be achieved.
1. Involve Brokers from the Start
A successful rollout starts long before your actual go live date. Since your primary users will be your brokers you want to involve them from the beginning of the process. It should be no secret that your brokerage will be getting a new system and the process in which you will go about it and roll it out should be thoroughly explained. In the beginning a small committee can be formed to help make the decision of which product to choose.
The committee should be a diverse selection of your brokers with different levels of experience as well as different concentrations in the market. You want to be able to choose a product that will work well for everyone’s business needs.
2. Create Excitement for the Rollout
Many times, new technology in the workplace is not well received, as individuals are stuck in the ways that they typically do things. It is important to create an atmosphere in the office that the system is going to change for the better. Make sure everyone understands how it will change and what great tools are coming for them to utilize. This can be done through retreats or team building events. The excitement must also be coming from the committee mentioned in number one. The committee needs to represent the brokers and they need to influence the others on how great the new CRM will be.
3. Testing and Feedback
Prior to the official go live, all brokers should have been able to test out the system and give some feedback. This will help to prevent keeping anyone from being blind to the system on day one. It is also a great way to make sure the system is ready to go. Being able to iron out issues and bugs prior to launch will be a huge help in having a smooth rollout.
4. Training and Support
Training provide by the CRM company is critical to making a CRM work for a company. While having a super user and committee can help immensely, it is also important for every broker to get some level of training.
It is also important to have ongoing support from the CRM firm once implementation is complete. This support should be very accessible for all and issues may need to be solved quickly or brokers may need to know how to do something quickly to complete a task. Hitting a wall and not being able to go forward can deter and discourage adoption of the CRM