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SUPPORT SERVICES

by arrigawpadmin on July 7, 2022 Comments Off on SUPPORT SERVICES

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Support Services

After you have gone live, to keep the system relevant to changes in your organisation and business processes, you will need to administer the system. This will likely involve adding or changing users and their security rights, adding fields, picklists etc.

Some clients are large enough to train an administrator and provide cover for holiday, sickness and other absences. Others choose to select Arriga to provide the necessary skills and resources to maintain the system in a prompt and efficient manner.

The service fits neatly between doing nothing (and missing out on the benefit) and engaging on a small consulting or implementation project.

    Contact Form

    Break/Fix Support

    The core service provides help with operational errors and investigates and fixes instances where functionality is not working as expected.

    • Unlimited access
    • SLAs
    • Change Control
    • Remote access and diagnostics
    • Help with operational errors
    • Investigation and fixing of functionality not working as expected.
    • Escalation to and liaising with vendor support desks

    Administration Services

    This service allows you to focus on your business whilst ensuring that the key services wil always be available. Outsourcing the administration of the system means that you don’t incur training or recruitment costs and you don’t need to provide cover for holiday and absence periods.

    • Add/Remove users (incl. Outlook client setup)
    • Manage security rights
    • Add, remove, move, edit fields and forms
    • Create/edit views
    • Creation of new advanced finds/charts
    • Add/edit dashboards
    • Add/edit mail merge and email templates
    • User adoption & Monthly Usage Review
    • Data maintenance including scheduled deletions
    • Create/Edit reports
    • Create/Edit workflows
    • Create/Edit scripts

     

    Arriga | The results oriented CRM company

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    IMPLEMENTATION SERVICES

    by arrigawpadmin on March 17, 2019 Comments Off on IMPLEMENTATION SERVICES

    CRM Implementation

    We run our projects in a controlled yet highly collaborative way. By taking this approach, we ensure that any CRM solutions we deliver are completed on time, on budget and supports the required business processes from go-live. This in turn allows value to be gained from the system as early as possible.

    By embedding ourselves in your business throughout the whole process we aim to quickly understand your processes, work with you to ensure that the CRM implementation solution we implement resolves any issues identified and provide knowledge transfer to your own staff.

    Our project methodology takes key elements of a traditional “waterfall based” approach and blends them with the key principals of agile development, namely early sight of development and regular feedback between you and us.

    Traditional “waterfall based” projects rely on a non-iterative sequential plan where tasks follow in a logical order until project completion. This approach offers the most structure and control. In contrast, agile development relies on very little forward planning. Instead, progress is achieved through a series of iterations, each one run as its own mini-project. Agile development offers more flexibility and, most importantly, a high degree of collaboration between customer and supplier. The cost of agile is sacrificing a degree of control and certainty.

    By combining principles from both these approaches we aim to provide maximum project control coupled with a high degree of collaboration and flexibility for the CRM solutions.

    All our projects go through 4 key stages; Requirements Specification and planning, implementation, deployment and a post-deployment User Adoption phase.

    Planning Stage

    We believe that time spent planning a project will translate into lower implementation costs, less risk of scope creep and increased return on investment due to a better fit with your business.

    We do not undertake the CRM implementation of any project that does not have a documented set of requirements that has been formally signed off by the customer.

    Implementation Stage

    Following the sign-off of the requirements, the implementation stage will begin. During implementation, we will:

    1. Provide early sight of key customisations including list and form layouts to allow you to evaluate the system against your own business processes prior to delivery.

    2. Implement functionality identified as having higher technical complexity early to ensure that the project risk is kept to a minimum.

    Aside from the configuration of the system itself, a key part of the implementation phase is the creation of any data migration and/or integration routines. We ensure that these aspects of the project are tightly controlled by:

    • Producing a detailed data mapping document that lists every data field to be migrated or integrated, where the data will be held in the new system and any transformations that the data will undergo during the process.

    • Running at least one test migration into the new system to allow you to verify the accuracy of the data yourself.

    Before we finally release the system to you for your own acceptance testing we will fully system test it ourselves ensuring that all agreed requirements have been met.

    Deployment Stage

    Once you have ensured that the system is delivered as per the requirements we will proceed to go-live. Typically, this will involve a cut-off date when use of any old systems being replaced will cease followed by a live data migration into the new system.

    We will always be available on the day of go-live to be accessible to the main body of users. This allows us to provide instant help and problem solving. In our experience, this helps to ensure a good first impression of the system amongst the users and hence improves system adoption.

    Post-Deployment Stage

    The post-deployment stage is one of the most important in the project. Until this point, the customer has been incurring cost. After this point, the anticipated ROI is delivered.

    Immediately after a system has been deployed we will remain on hand to quickly resolve any issues. We will also conduct a project closure meeting where any future phase requirements and any lessons learnt during the project can be discussed and documented.

    In the longer term, we offer technical and administrative support services, as well as advice on user adoption issues. Our account management practices will aid you in this process in the months and years after your new system goes live.

    Arriga | The results oriented CRM company

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    arrigawpadminIMPLEMENTATION SERVICES

    USER ADOPTION

    by arrigawpadmin on March 15, 2019 Comments Off on USER ADOPTION

    User Adoption

    It is simply not possible to realise the expected return on investment if your users don’t actually use the system as intended!

    Ensuring high levels of user adoption is a complex task and involves activity before during and most importantly after the system implementation.

    The graphic below shows clearly when you can expect to see a return on investment:

    Before Implementation

    To ensure not only the success of the implementation itself, but also that users are engaged in the project and it will end up being fit for purpose there are a number of activities we undertake before implementation has even begun:

     

    • Ensure that all user groups get to have their say during requirements gathering.

    • Ensure that the functional requirements is based on existing business processes.

    • Directly play back our thoughts on how the system can work to all user groups.

    During Implementation

    It is important that users remain engaged and, ultimately, are ready and eager to use the system as soon as it launches. These are the activities we perform to make sure this is the case:

     

    • Chair a project implementation board with representatives from all stakeholders.

    • Ensure that all configuration and customisation is demonstrated to users early.

    • Gather feedback from users during implementation and incorporate as much as possible into the final build.

    • Deliver bespoke training to users.

    • Create an “Expected Usage” manual so that all staff know how the system should be used.

    • Work with the internal communications team to ensure that the system is consistently promoted throughout the business and that all users are aware of progress

    • Formulate some simple materials that will promote system usage (e.g. some principals of use).

    • Be available to support users on launch day.

    After Implementation

    One of the most critical times for user adoption is in the immediate months and years after the system is first put live. This is also the time that the system is likely to lose momentum. To make sure that focus remains on user adoption and to address any issues we undertake the following:

     

    •  Deliver bespoke usage monitoring reports.

    • Perform a deep assessment of the data entered/amended in the system to date.

    • Work with your communications team to gather user feedback.

    • Conduct system clinics and/or additional user training.

    • Deliver key system changes quickly and efficiently.

    • Ensure robust change management is in place.

    • Perform regular account reviews.

    • Establish product ownership within your business.

    Arriga | The results oriented CRM company

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    arrigawpadminUSER ADOPTION

    RECOVERY

    by arrigawpadmin on January 21, 2018 Comments Off on RECOVERY

    CRM Recovery

    Almost half of our work is what we term “CRM recovery”, where the client has realised that the initial CRM implementation has failed to deliver in some important way.

    This failure can manifest itself in a variety of ways from lack of top or bottom line growth, lack of user adoption, old work practices continuing, manual creation of reports, late reporting etc.

    There can be a variety of reasons for not achieving the desired outcome but with our CRM support we can certainly find a solution and it is highly unlikely that we would ever recommend changing the software. At least we haven’t done that yet.

    It’s not easy to recover an existing solution and without CRM insurance many CRM implementers will want to start afresh. In our view, that’s neither necessary nor desirable and not the most cost effective way forward.

    Arriga | The results oriented CRM company

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    arrigawpadminRECOVERY

    SUPPORT SERVICES

    by arrigawpadmin on January 21, 2018 Comments Off on SUPPORT SERVICES

    Support Services

    After you have gone live, to keep the system relevant to changes in your organisation and business processes, you will need to administer the system. This will likely involve adding or changing users and their security rights, adding fields, picklists etc.

    Some clients are large enough to train an administrator and provide cover for holiday, sickness and other absences. Others choose to select Arriga to provide the necessary skills and resources to maintain the system in a prompt and efficient manner.

    The service fits neatly between doing nothing (and missing out on the benefit) and engaging on a small consulting or implementation project.

    Break/Fix Support

    The core service provides help with operational errors and investigates and fixes instances where functionality is not working as expected.

    • Unlimited access
    • SLAs
    • Change Control
    • Remote access and diagnostics
    • Help with operational errors
    • Investigation and fixing of functionality not working as expected.
    • Escalation to and liaising with vendor support desks

    Administration Services

    This service allows you to focus on your business whilst ensuring that the key services wil always be available. Outsourcing the administration of the system means that you don’t incur training or recruitment costs and you don’t need to provide cover for holiday and absence periods.

    • Add/Remove users (incl. Outlook client setup)
    • Manage security rights
    • Add, remove, move, edit fields and forms
    • Create/edit views
    • Creation of new advanced finds/charts
    • Add/edit dashboards
    • Add/edit mail merge and email templates
    • User adoption & Monthly Usage Review
    • Data maintenance including scheduled deletions
    • Create/Edit reports
    • Create/Edit workflows
    • Create/Edit scripts

     

    Arriga | The results oriented CRM company

    GET IN TOUCH TODAY
    READ MORE
    arrigawpadminSUPPORT SERVICES

    REQUIREMENTS SPECIFICATION

    by arrigawpadmin on January 21, 2018 Comments Off on REQUIREMENTS SPECIFICATION

    Requirements Specification

    Specifying your requirements for any project is critical, so why do so many businesses omit this crucial initial step when starting a CRM project?

    It is undoubtedly difficult to do especially if you haven’t done it before. It can also be extremely time consuming, which means that, if you have a day job to do as well, it can take an inordinate amount of time to complete properly.

    But that is no reason not to do it.

    Without it, you won’t necessarily select the right software, won’t understand the costs fully and won’t necessarily choose the right partner to implement the system. And how will you know when the project is complete and the expected benefits being realised?

    We have developed our approach over hundreds of implementations and can create speedily a blueprint for a CRM project that will detail the project goals and specify the system requirements to achieve them.

    After this initial step in the implementation process, we can agree to deploy the system at a fixed price and within agreed timescales.

    Arriga | The results oriented CRM company

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    arrigawpadminREQUIREMENTS SPECIFICATION

    EXPERIENCED AND EFFICIENT

    by arrigawpadmin on April 5, 2016 Comments Off on EXPERIENCED AND EFFICIENT

    EXPERIENCED AND EFFICIENT

    Using an implementation approach we’ve refined across hundreds of CRM projects, and a team of some of the most capable and experienced people in the industry, we can deliver transformative CRM systems, quickly and cost effectively.

    Over the years, we’ve been staggered by how many implementers seem to charge the earth for even the most straightforward CRM project.

    Arriga was built from the ground up to maximise implementation efficiencies to give our clients affordable access to the sort of systems that can really make a difference.

    Arriga | The results oriented CRM company

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    arrigawpadminEXPERIENCED AND EFFICIENT

    INDEPENDENT

    by arrigawpadmin on April 5, 2016 Comments Off on INDEPENDENT

    INDEPENDENT

    We work with a wide range of CRM technologies including market-leading applications such as Salesforce.com, Microsoft Dynamics CRM, and SugarCRM.

    We are also familiar with many of the Marketing Automation platforms such as Dotmailer, Mailchimp, Mautic.

    This breadth of knowledge and experience means we can find the most appropriate technology to address your needs and budget.

    Being independent means we’re not motivated to push you to buy new software should you already have a system in place. We’re just as happy helping you get more from your existing software as implementing new technology.

    Arriga | The results oriented CRM company

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    arrigawpadminINDEPENDENT

    RESULTS ORIENTED

    by arrigawpadmin on April 5, 2016 Comments Off on RESULTS ORIENTED

    RESULTS ORIENTED CRM UPGRADE

    Our focus is to help you generate real and sustained benefits from your investment in CRM technology.

    This might seem all seem rather obvious. After all why else would you invest in CRM software? But in our experience many CRM upgrade implementers are decidedly sketchy about CRM insurance, when it comes to the nitty gritty of helping their clients harness the power of technology.

    Our approach to the CRM upgrade project plan is based on several hundred CRM implementations, is centred on successful business outcomes. Whether that’s by helping your grow sales, increase profits, reduce costs, or introduce operational efficiencies.

    That results orientation is embedded in how we first talk to you about your CRM database, business needs, right through the implementation, go-live, and how we support you thereafter.

    Our philosophy is simple. We’re only successful when we contribute to your success.

    Arriga | The results oriented CRM company

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    arrigawpadminRESULTS ORIENTED

    PROCESS

    by arrigawpadmin on March 23, 2016 Comments Off on PROCESS

    Process

    In order to achieve the desired business outcomes, it’s important that an organisation’s business processes are properly supported by the system.

    As part of our implementation approach, we identify how existing key business processes can be streamlined, and any additional processes, such as data quality management, that will need to be in place to support the new system.

    All processes are fully documented so staff are clear how the system will support the way they work, and allows you to monitor usage patterns to ensure the system is successfully adopted.

    All processes are fully documented so staff are clear how the system will support the way they work, and allows you to monitor usage patterns to ensure the system is successfully adopted.

    This process documentation has a number of uses including forming part of the Contract, user acceptance testing and project sign off, training material, user guide.

    Arriga | The results oriented CRM company

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    arrigawpadminPROCESS