Errors when implementing CRM: what to check before launch

Start from the margins without describing the process

If participants have different understandings of the "In Progress" stage, the report will not explain the status of sales. First describe the entry and exit condition of each stage, the responsible and the next step. Then choose fields and rules that support this process.

Transfer all data without verification

Duplicate contacts and old statuses will be transferred to the new system along with the database. Agree on matching, scraping, and required fields. Test a small sample, compare the number of records, and only then plan a full migration.

Check permissions only under administrator

The administrator can see what the manager cannot, and vice versa. Check the work under the roles of the participants: reading, changing, exporting and visibility of records. Separately agree on access for furloughed employees and external contractors.

Do not check robot restart

Reentering a stage may create unnecessary tasks or messages. In the acceptance, include the return of the transaction, change of owner and empty fields. For integrations, check event replay and recovery from service unavailability.

End project with demonstration instead of practice

Showing the screen is not enough: the employee must process the request independently. Use a clear scenario from new request to result, prepare short instructions and record the team’s questions.

Failure to agree on support and measurement of results

Determine where to report bugs, what is considered a first response, and how changes are paid for. Record the initial indicators: for example, the proportion of applications without the next task. Compare values ​​after launch using the same rules, without promising in advance unconfirmed sales growth.

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