CRM UAT: testing and validation before deployment
Mon Projet CRM - 30 janvier 2025
CRM deployment does not end with its initial configuration. A rigorous User Acceptance Testing (UAT) phase is essential to identify and rectify anomalies before going live. However, too many companies overlook this stage, leading to bugs, broken processes, and poor user adoption. So, how can you properly structure this phase without spending weeks on it? Here is a checklist of tests to include, validation criteria, and best practices for managing anomalies effectively.
1. Why CRM UAT is an essential step
UAT (User Acceptance Testing) consists of verifying that the CRM functions according to expectations before its launch. It allows you to:
✅ Detect bugs: display errors, data inconsistencies, workflow blockages.
✅ Validate business processes: ensure that users can work efficiently within the CRM.
✅ Guarantee integration with other tools: ERP, telephony, marketing automation, etc.
✅ Secure data quality: avoid migration errors or access issues.
🎯 Concrete example: During a CRM deployment for a service company, the UAT phase revealed that quotes created in the CRM were not synchronising correctly with the ERP. A fix was applied before the go-live, thus avoiding billing errors.
2. Checklist of tests to plan for a comprehensive UAT
Effective UAT relies on several types of tests, each with a specific objective.
✅ 1. Functional tests: the heart of the UAT
👉 Verify that all CRM features meet business requirements.
✔️ Creation and modification of customer records, opportunities, support tickets.
✔️ Proper functioning of automated workflows (reminders, notifications).
✔️ Correct generation of documents (quotes, invoices, reports).
🎯 Example: In a CRM for a sales force, a functional test detected that an opportunity marked as "closed won" did not automatically generate an invoice, despite being planned in the specifications.
✅ 2. Integration tests: ensuring compatibility with the IT system
👉 Verify that the CRM communicates correctly with other systems.
✔️ Synchronisation of contacts and opportunities with the ERP.
✔️ Correct transmission of leads to marketing automation.
✔️ Stable connection with telephony and email.
🎯 Example: During a CRM UAT coupled with a call centre tool, tests revealed that phone numbers entered without country codes were not recognised, preventing correct call routing.
✅ 3. Performance tests: avoiding slowdowns
👉 Ensure that the CRM functions correctly under load.
✔️ Acceptable page loading times (ideally < 3 seconds).
✔️ Fluid management of a large number of simultaneous users.
✔️ Stability of bulk data imports/exports.
🎯 Example: In a CRM project for a franchise network, performance tests showed that importing 50,000 contacts simultaneously slowed down the system, requiring SQL query optimisation.
✅ 4. Security tests: protecting sensitive data
👉 Verify that access and permissions are correctly configured.
✔️ A sales rep can only see their own customers.
✔️ An administrator can manage user rights.
✔️ Unsecured connections are blocked.
🎯 Example: A security test on a banking CRM revealed that a standard user could modify another user's information. An adjustment of roles and permissions was made before go-live.
3. Managing anomalies: method and tools
Even with well-prepared UAT, anomalies will inevitably appear. The important thing is to have a clear methodology to handle them quickly.
📌 1. Categorise anomalies to prioritise fixes
Anomalies should be classified according to their impact:
🚨 Blocker: prevents use of the CRM (e.g. a sales rep cannot create an opportunity).
⚠️ Major: impacts efficiency but with a possible workaround (e.g. a dashboard does not update).
🟢 Minor: improvement or aesthetic detail (e.g. a poorly displayed logo).
📌 2. Track anomalies with a dedicated tool
A simple Excel spreadsheet may suffice, but a ticketing tool (Jira, Trello, Monday.com) facilitates management.
📌 Example anomaly tracking table:
ID Type Description Status Owner Planned fix
101 Blocker Impossible to create a quote In progress IT 3 days
102 Major Incorrect discount calculation To be fixed Integrator 1 week
103 Minor Validation icon poorly positioned Low priority UI Designer Phase 2
📌 3. Define a validation plan before production
Once fixes are made, each correction must be validated with key users and IT teams before the go-live.
🎯 Concrete example: During a CRM deployment for a retail chain, each shop tested the solution with a validation script before the global rollout. Result: a launch without incident.
Our tip as CRM experts
💡 Do not underestimate the importance of key users in UAT!
Involving business users from the testing phase allows you to quickly identify inconsistencies and optimise the CRM before its deployment. A CRM validated only by IT risks being unsuitable for field needs.
🚀 Best practice: Organise a validation day with key users, where each feature is tested under real conditions. This ensures rapid adoption and limits back-and-forth after go-live.
A well-conducted UAT phase is the guarantee of a functional, high-performance CRM that is accepted by users from day one. 🔥
Key takeaways
- Quality Assurance (QA) involves verifying that the CRM functions as expected before it goes live. It allows you to:
- An effective QA process relies on several types of testing, each with a specific objective.
- Even with a well-prepared QA process, bugs will inevitably occur. The priority is to have a clear methodology for handling them...
- 💡 Do not underestimate the importance of key users in the QA process!
Want to go further?
Discover our tools, checklists and templates to apply these recommendations immediately.