Organising CRM support post-deployment
Mon Projet CRM - 27 janvier 2025
Effective management of bugs and change requests is essential to ensure the long-term viability and performance of an operational CRM. This article explains how to organise structured internal support, manage escalations to an integrator or vendor, and which tools and methods to adopt to optimise these processes.
1. Organising internal support
▸ 1.1. Support structuring
▸ 1.2. Processing workflow
- Support levels: Level 1: internal team (user support, common issue resolution). Level 2: internal CRM expert (advanced configuration, incident analysis). Level 3: escalation to the integrator or vendor (complex issues).
- Level 1: internal team (user support, common issue resolution).
- Level 2: internal CRM expert (advanced configuration, incident analysis).
- Level 3: escalation to the integrator or vendor (complex issues).
- Clear responsibilities: appoint a CRM support lead to coordinate the different levels.
- Develop a clear procedure: intake → qualification → resolution → closure.
- Centralise requests via a ticketing tool (Jira, Zendesk).
- Prioritise tickets based on their impact (critical, major, minor).
2. Identifying and tracking bugs and change requests
▸ 2.1. Tracking methodology
▸ Example:
An SME in the retail sector uses a Kanban board to visualise ongoing bugs and change requests in real-time, with associated deadlines and owners.
- Dedicated tool: use a solution to centralise bugs and change requests. Examples: Microsoft DevOps, Monday.com.
- Ticket forms: include the following elements: Detailed description of the incident. Business impact. Priority level. History of actions taken.
- Detailed description of the incident.
- Business impact.
- Priority level.
- History of actions taken.
3. Managing escalation to the integrator or vendor
▸ 3.1. Preparing for escalation
▸ 3.2. Partner relations
- Gather all necessary information (logs, screenshots, step-by-step reproduction).
- Assess whether the incident falls under the maintenance contract or requires a quote.
- Integrator: maintain regular contact through monthly catch-ups to anticipate needs.
- Vendor: check SLAs (Service Level Agreements) to ensure response times are met.
4. Tools and best practices
- Ticketing tools: Jira, Zoho Desk or Freshservice to structure tracking.
- Documentation: create an internal wiki to build a knowledge base of implemented solutions.
- Continuous training: train users on best practices to reduce recurring issues.
Expert CRM tip
Proactive management of bugs and evolutions requires clear organisation and the right tools. Our tip: schedule a quarterly review with your integrators and vendors to evaluate CRM performance and anticipate future requirements.
Need tailored support? Discover our solutions at monprojetcrm.com .
Key takeaways
- Support tiers: Level 1: internal team (user support, common issue resolution). Level 2: internal CRM expert (configuration)
- Dedicated tool: use a solution to centralise anomalies and change requests. Examples: Microsoft DevOps, Monday.com.
- Collect all necessary information (logs, screenshots, step-by-step guides).
- Ticketing tools: Jira, Zoho Desk or Freshservice to structure tracking.
- Proactive management of bugs and evolutions requires clear organisation and the right tools. Our tip: schedule a ...
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