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Implementation of each IT system supporting business processes should be prepared thoroughly. Selection of a proper strategy determines if the system will fulfill its role and if – after making effort in its implementation – it will support work, or should become another application of vague usefulness. In case of solutions that support traditional areas of a company’s activity, i.e. sale and financial-accounting systems, it is rather easy to imagine the final effects and gains that a company obtains thanks to applying these systems. What about CRM? In case of CRM systems, improving relations with the clients may occur on many levels and cover not only sale processes, but also other processes, including production processes – e.g. support of the process of service provision, client complaints etc. Processes are often maintained by different persons and different sections or departments, which requires efficient exchange of information.
Considering the above, one should answer three basic questions:
  • What is the Goal of the implementation?
  • Which Business Processes are to be supported by the system?
  • What kind of support do we expect from an IT system in the supported business processes?
While implementing IT solutions supporting a company’s operation, also in the case of CRM solutions, MakoLab asks the aforementioned questions and, together with the client, seeks for answers. Describing and documenting business processes which are to be covered by the system’s operation, as well as gathering the end-user’s requirements as for the support that the system should provide them with, we create an analytical document which is a basis for the planned implementation. Such preparations ensure success in further phases.
The aforementioned tasks should involve an implementation team. In typical cases in which MakoLab participates in projects, it includes Project Directors, an Analyst and Key Business Users. The Key Business Users play the most significant role, as they will eventually use the system and their requirements must be fulfilled by it.
Subsequent steps undertaken during system implementation
  • Defining implementation goals,
  • Establishing the implementation team,
  • Elaboration of an analysis,
  • Selection of system and model (complete system , dedicated system)
  • Developer and integration works,
  • Implementation of the test solution,
  • Training and user testing,
  • Minor modifications according to the users’ wishes,
  • Execution of reporting,
  • Tests of data quality,
  • Production implementation,
  • Post-implementation assistance,
  • Support care
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