How Does It Get Involved In CRM Implementation In Business?

One of the most important tools for the ultimate customer satisfaction is the CRM software. However, most businesses do not benefit from this tool as much as they should because they make it more sales force-centric than customer-centric.

After helping the company choose the best CRM software, is that the end of the role of the IT team? Since the work of the IT team is to support other departments to enable them do their work more efficiently, we could say that their role in the CRM ends as soon as they have it running and then they leave it to the marketing, sales and the customer service teams. But we would be wrong, because the IT team will be involved in the collection of data, its analysis and conversion into a version that makes sense to the other teams.

The direction of IT is required for profitable implementation of applications

A few years ago, the ERP (enterprise resource planning) was a preserve of the IT departments but later on, it came to evolve to involve other departments. That is why in this post, we will try to determine the role of IT in the implementation of the ERP/CRM.

Even today, everyone agrees that CRM is a huge technological investment for any business and that is why it needs the input and the direction of the IT team in every step of the implementation process.

IT involvement is important even for SaaS

The most important thing in the implementation of the CRM software will be the alignment of technology and business. And it does not matter what type of CRM the business is investing in, because the IT team is needed even in the implementation of SaaS (software as a service) CRM. However, the level of involvement in the vendor-supported SaaS implementation is lower than when you have the on-premise CRM.

Other roles that the IT team plays in the implementation of the CRM include data conversion, integration of the system to the mainstream systems. Then there is the issue of system administration and user training. In fact, the training aspect is very important as it helps the business to get the full potential from their systems. By training, onboarding can be accomplished fast and the new recruits can reach their peak productivity very fast.

IT can also help in data mining

Big data is the real deal today and IT can help in data mining. Data mining is the process by which data is analyzed to discover patterns and variables, and interpret data in such a way that it can be exploited for business purposes and increase the ROI. Actually, while data mining may sound easy, it is an intricate process that can only be done by people with computer science background. The processed data will then be passed over to the concerned departments like customer service and sales and marketing.

Some of the parameters for data mining include looking for association between events, clustering where the IT team will find and categorize emerging facts that were not known previously and lastly, they can study the data patterns for predictive analysis to foretell what is going to happen in the business in future.

How IT can play a customer support or customer-enabling rule

Apart from operating the systems, the IT team can also play direct customer support roles and thus drive more value to the business. How can they do this? Communication is a role that has mostly been handled by the customer care department, but even the IT department can do it, in fact, in a much better way. For example, advanced communication like using the voice over internet protocol (VOIP), video conferencing, web conferencing and many more that are best arranged and executed by IT.


In the implementation of the modern CRM, IT takes center stage by default. This is because CRM would not be complete without the social, mobile, analytics and cloud technologies, which are best, managed and handled by IT. You can see that there is no way a CRM tool will be deployed without the involvement of the IT team.

Posted on June 23, 2016 .