Report: Implementation of New CRM System at One City Company

This report details the implementation of a new CRM system at One City Company. It begins with an analysis of the company's IT capabilities, including process, organization, infrastructure, and strategy. The report then focuses on monitoring the CRM system, highlighting key aspects such as marketing, sales, and operations, and how the CRM can improve these areas. An action plan is presented, outlining tasks, due dates, and responsibilities for CRM implementation. Documentation procedures, including account creation, contact linking, and tracking sales through Zoho CRM, are also described. The report emphasizes the importance of training, organizational policies, and ongoing monitoring to ensure successful CRM adoption and utilization. Finally, the report provides an implementation guide and standard documentation practices.

Running head: IMPLEMENTATION OF NEW CRM SYSTEM
IMPLEMENTATION OF NEW CRM SYSTEM
Name of the University
Name of the Student
Author Note

1IMPLEMENTATION OF NEW CRM SYSTEM
Table of Contents
1. Analysis information technology capabilities:............................................................................2
2. Monitoring CRM:........................................................................................................................2
3. Action plan:.................................................................................................................................4
4. Documentation:............................................................................................................................4
5. Monitoring documentation:.........................................................................................................6

2IMPLEMENTATION OF NEW CRM SYSTEM
1. Analysis information technology capabilities:
Information technology capabilities mainly refer to the organization capabilities by using
the IT system as much as possible. IT system basically used in the business to gain the value. IT
capabilities have four components that are process, organization, infrastructure, strategy. The
process involves innovation, management, delivery system, control of the products or services.
The organization is basically referred to the employee, skills, partners and few more which is
involved in the organization level. Infrastructure consists of software, hardware, database
system, which allows the organization to do business more specifically. Strategy mainly refers to
the vision, mission, assessment, planning and many more. These four parts are the main strength
of the company to do business properly. CRM system is the software, which helps to ease the
whole system of customer dealing and business. Using this technology in the business entire IT
system will change into developing stages where all the entity or components of the business will
become more strong and interconnected. CRM will help to bring the whole customer relationship
system into a more systematic manner where both the organization and customer get the one
place facility. It will allow the organization to act or work as a team where CRM guides the
whole business on a single screen.
2. Monitoring CRM:
In order to monitor the new CRM system, one city company must need to consider few
aspects, and that is:
Marketing: The main goal of the marketing is to promote the products to the customers and
market. The first way that can use to monitor the CRM is to track the marketing effectiveness

3IMPLEMENTATION OF NEW CRM SYSTEM
and campaigning procedure by using every step of the marketing funnel. CRM allows the
company to generate sales by measuring the return on investment (ROI) through lead generating,
lead conversion rates and many more.
Sales: In CRM, numerous metrics can help to improve and generate sales. CRM allows the sales
team to track every deal by the various features such as inbound and outbound sales activity and
Many more. It will reveal the whole calculation of spending time on call in response to
generating sales numbers.
Operation: Another way of monitoring the CRM is improving the operation of the company.
Customer relationship is the big factor for the company to generate sales and business. CRM
makes a platform where all the operations like delivery, finance, data collection can be done
easily and also the connection between the customer and company is also done by providing
details of the customers.
By implementing, the CRM all the operations can be done easily by using one software,
and it will definitely help to increase the sales and improve the data collection. CRM will help to
avail the products of the One city company on the website and also can help to gather and track
the customer's details and sales within one software.
CRM is the fully computerized software system and to use these employees need some
training from the company. As the CRM helps to avail the whole data within one software
system, it will need some proper guidance to store data because data are important for the
company.

4IMPLEMENTATION OF NEW CRM SYSTEM
In CRM all the data are collected in the right place to use at the right time, and it is also
user-friendly as well. Maybe there is no proper information about the lost data, but still, the
availability and user-friendly features of CRM makes it important.
3. Action plan:
Item Tasks Due Date Accountability Comments
1.Practical
session of CRM.
2.Taking basic
exams of whole
training
All the
information and
practical
demonstration
of CRM
software.
Preparing all the
important
questions.
58 days
2 days
Preparing clean
and clear
practical
training
structure of the
practical
training.
Availing all the
computer and
procedures to
arrange the
exam
It will help to know how
the CRM works and
how to manage the
operations using CRM.
It will help to
understand the
effectiveness of the
training.

5IMPLEMENTATION OF NEW CRM SYSTEM
4. Documentation:
Date: 15apill 2018
Time :11am
In order to implement the new CRM system first, the company need to create an account with
every company they are doing business with partners, customers, competitors by clicking the
new account option. The second option is to name the account for the office uses, which will
help to detect the company more specifically by filling up the account site option.
After that, if the company need, then they can link the contacts to one account. CRM will allow
the company to link multiple contacts to one account. For this, there is an option named Save and
new and to link the contacts just click this option. After that, there will be an option named
Potentials, which allows the company to track all the information regarding the partners,
customers in a systematic manner.
This Zoho CRM will help the company by generating all the leads and track the sales because
this CRM software has numbers of options to ensure the user-friendly nature of the software.
For the employees who are new to this system will be provided 2month training regarding this
Zoho CRM software. Besides this company will hire some expertise employees, who have good
knowledge about this CRM system. They will help the employees in every step during operation.
In order to implement the CRM, system company need to follow the organizational policies. The
first policy is to implement and use this system in a fair way, not involving in tracking any others
software related with this and obviously, the company needs to facilitate proper training and
implement the system with the help of experts. This CRM system needs the up gradation and

6IMPLEMENTATION OF NEW CRM SYSTEM
hardware and system integrity in the long-term process and in short-term, proper training is
needed.
In order to monitoring documentation standard, the company first need to check the whole
process by thoroughly checking the sales, marketing and all other options for 15 days. It will
help the company to know about the proper work period and effectiveness of the system.
One City CRM Implementation Guide
5. Monitoring documentation:
Standard documentation is the process of following the procedure set by the company. In order
to use the standard document the company need to provide the copy of documents to every
employee and also can stick some images in the work place regarding the procedures of the
CRM system.
Both the new and old employees will get the proper training of 2month regarding the CRM and
also to understand the process better company is going to hiring the expertise who will help or
guide the employees every time.