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Successful businesses today are becoming increasingly customer centric. Validation, monitoring and evolving each customer’s journey to make it more personalised and engaging is the lifeblood of a customer 360 approach.

As a solution provider, you need to continuously manage your relationships with your customers, and their account, customer accounts, discover actionable insights and deliver best in class personalised customer service. But, in order to be able to do that, you need a system that works flawlessly. You need be able to compel your customers to keep coming back to you because of the experience your platform provides to them. An incomplete implementation will result on customer churn and leads falling through the cracks. This is where CRM testing works its magic.

What is CRM testing?

CRM testing is the process of verifying that your CRM platform is fully operational and delivers business objectives set prior to installation.

Todays advanced CRM systems are rarely out of the box. And they are not just about data integrity. They require a deep level of customization, integration and analytics to empower you to deliver a magical experience to customers.

Girikon is a Gold Certified Salesforce Implementation Partner and is best equipped to help you deliver the most engaging, personalised, and complete journey to your customers. With Girikon, you get access to industry experts across verticals to help you unlock the true potential of your CRM implementation.

Why do you need CRM testing

Here are some questions you need to ask yourself to answer this question.

  • Do you want to streamline your business and integrate departments and workflows into one system?
  • Do you need to synchronize all your applications to give a 360-degree view of your customers?
  • Is it critical that your employees use the CRM system correctly and input accurate data?
  • Do you want to deliver best in class customer experience?

If the answer to these questions is an emphatic yes, well then you need to validate your CRM installation.

CRM testing areas

Knowing what to test is critical to unlocking your CRM ROI. Here’s a list of the most critical areas to test in your CRM:

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Data Testing

Data is at the heart your CRM. As has already been discussed. Compromised data quality can have a far-reaching impact on your business and by the time you realise it, it may be too late.

Data testing should cover, missing data, duplicate records, incorrect data, accurate reporting, new data entries, data search functions. Data testing should cover manually entered data as well as data that comes from 3rd party apps, data siloes, spreadsheets and other systems.

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Usability Testing

Usability or UI testing is critical if your teams can’t use the system effectively, the data entered may be incorrect or erroneous which more often than not has a cascading effect. CRM testing will ensure that the system is easy to use, data is available when required, and dashboards and analytics reveal insights about your customers.

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Performance Testing

This is a critical test area. fter all, you want your CRM system to be able to withstand the stress of real-life usage. With multiple users across geographies, locations and devices logged in using multiple apps simultaneously, testing needs to ensure your system won’t fail you during peak hours. Some of the parameters that should be tested for are max concurrent users, end of month automated report generation, operating capacity, application and workflow integration, response times and content Loading speed

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Functionality Testing

Functionality testing covers all functions that the users will perform on the system, accessibility considerations, and workflows to ensure seamless operation for all users across teams.

Sales teams need to have a holistic view of all customer interactions. Marketing requires campaign stats effectiveness and engagement in one place. Customer service needs to manage tickets efficiently and so on.

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Integration Testing

CRM testing needs to encompass every workflow and enterprise application and 3rd party apps to ensure all data is connected and easily accessible. Also, end-to-end testing should occur to ensure a seamless journey for all users.

Integration testing will reveal bottlenecks across workflows, systems, and apps, since your CRM is designed to provide a unified view of your customer. Integration testing should cover all customer touchpoints such as web, customer service, mobile apps, social media, email, chat, Point of Sale and ERP.

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Security Testing

Your CRM system is host to a lot of sensitive customer data. You dont want a security breach of any of that information.

CRM testing for vulnerabilities goes a long way to ensure your customer data is safe and wont fall into the wrong hands. As a solution provider, you ont want to deal with lawyers and insurance companies in the event of a breach. Security testing also validates user permissions, ensuring each user sees only wat they are supposed to

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Regression Testing

Regression testing validates previously developed software and confirms that it will continue to perform the same way even after it has been updated or interfaced with other systems. If you are migrating to a new CRM, regression testing is essential to validate data integrity before and after migration.

Regression testing is also necessary after any software update. whichever CRM solution you use, they provide regular updates to make fixes, or simply to optimise the system.

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Exploratory Testing

Exploratory testing does not just cover linear journeys. It increases your test coverage and helps uncover bugs or defects faster. And when you combine exploratory testing with AI, test coverage is increased significantly with auto-generated test that cover all conceivable user journeys. Manual testing would come up significantly short when compared to this smarter way of expanding test coverage.

CRM testing plan

Establish a clear CRM testing plan that includes timelines, deliverables, and a clear understanding of who should be involved. We at Girikon follow these time-tested steps to ensure our CRM testing approach ensure maximum ROI on your investment.

Gather Test Requirements

For CRM testing to be successful, you need to get al stakeholders on the same page. having a clear understanding of what your colleagues and employees want to get out of the CRM system is a crucial first step.

Establish the objective and scope of CRM testing and derive a time and cost estimation.

Develop a Test Plan

Design the test cases as per your business goals. This process involves close consultation of all stakeholders, user groups and departments who are eventually going to use the system. Our test cases are designed to meet every customer’s unique needs.

Our testing experts establish a clear understanding of requirements from the user’s perspective. Test cases are designed based on use cases and objectives of the CRM.

Multiple users will be using the system in very distinct ways. Different browsers will be used, at various times of the day, across multiple devices. Our CRM testing approach accounts for these diverse and unpredictable user interactions. We also use AI to auto-generate and test unique user journeys that manual testing would never uncover. Testing from the user perspective, drives adoption which is critical for the overall success of the project.

When we develop the test plan, we also consider other vital CRM testing considerations: complexity of configurations; diversity of workflows and user journeys; third party integrations; data migration; usability; performance; security; and much more. And this is a lot to do it has to be done manually.

This is where we use testing automation. Test automation automates repetitive, rule-based tasks, allowing test teams to not only accelerate testing but also expand test coverage. Additionally, test automation can use AI to uncover bugs in places that manual testers wouldn’t even think of looking.

Test Execution

Testing the versatility and complexity of the CRM might sound like a job meant for only the most qualified QA Engineer. However, that’s not what we usually do at Girikon. On most occasions, tests are best designed and executed by someone with a clear understanding of your business, and the commercial impact of the CRM, such as a Business Analyst. Our modern testing solutions adopt a low-code or no-code approach, which does not necessitate the need for a strong technical background of the tester.

Test Results and Analysis

We analyse the test results. Results are documented including key performance metrics like load times, automation cycles, data consolidation Accuracy and much more. Test results must be measurable to directly translate to business efficiency and productivity. And that’s exactly what we are good at!

Girikon is uniquely qualified to handle complex CRM systems. With our AI-powered CRM testing for Salesforce we can:

  • Automate testing for Salesforce Classic and Lightning
  • Undertake powerful and flexible OCR testing
  • Improve productivity and minimize disruption with low code/ no-code automation testing, allowing subject matter experts to run tests.
  • Speed up test cycles and expand test coverage across the entire testing process.

Help you to future-proof your CRM system and ensure business continuity.

Discover how Girikon can unlock the true potential of your CRM with CRM Testing Services. 

Contact our expert today!

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