Businesses today are becoming increasingly customer-centric. Validating and monitoring each customer’s journey to make it more personalized and engaging has become a priority for businesses.
To ensure superior relationships with their customers and their accounts, organizations should ensure business process efficiency and great customer service. This calls the need for implementing a robust CRM (Customer Relationship Management) system that works flawlessly to manage customer relationships while ensuring operational efficiency. An incomplete implementation will result in customer churn leading to fall through the cracks. This is where CRM testing services spells its magic.
CRM testing is the process of verifying that your CRM platform is fully operational and delivers business objectives set prior to installation.
Today’s 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, personalized, 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. Besides implementation, Girikon also offers reliable Salesforce QA services.
Here are some questions you need to ask yourself to answer this question.
If the answer to these questions is an emphatic yes! well then you need to validate your CRM installation.
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:
Data is at the heart of your CRM. Compromised data quality can have a negative impact on your business and by the time you realize it, it may be too late. Data testing should cover, missing data, duplicate records and 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.
Usability or UI testing is critical if your team isn’t able to use the system effectively, or if the data entered is incorrect which more often than not might have a cascading effect. CRM testing will ensure that the system becomes user friendly, offers easy availability of data, and reveal meaningful insights about your customers.
This is a critical area of testing. After all, you want your CRM to withstand the test of time. With multiple users across different geographies, locations and devices logged in using multiple apps simultaneously, Salesforce performance testing needs to ensure your system won’t disappoint you during peak hours. Some of the parameters that should be tested for include maximum concurrent users, end-of-month automated report generation, operating capacity, application and workflow integration, response times and content Loading speed
Functionality testing covers all functions that the users require performing on the system, besides accessibility considerations, and workflows to ensure seamless operation for all users across different 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.
CRM testing needs to encompass every workflow, enterprise application and 3rd party apps to ensure all the data is connected and easily accessible. Also, end-to-end testing should occur to ensure a seamless journey for all users.
Integration testing will help in identifying bottlenecks across workflows, systems, and apps. Since your CRM is designed to provide a unified view of your customers. Integration testing should encompass all customer touchpoints such as web, customer service, mobile apps, social media, email, chat, Point of Sale and ERP.
Your CRM system is host to a lot of sensitive customer data and you don’t want any breach in security.
CRM testing for vulnerabilities goes a long way to ensure confidentiality of your customer data. Security testing also validates user permissions, ensuring each user sees only what they are supposed to.
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, irrespective of the CRM solution you use.
Exploratory testing does not just cover linear journeys. It increases your test coverage and helps uncover bugs faster. When you combine exploratory testing with AI, test coverage is increased significantly with auto-generated tests that cover all conceivable user journeys. Manual testing would fall short when compared to this smarter way of expanding test coverage.
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 Salesforce CRM testing approach generates maximum ROI on your investment.
For CRM testing to be successful, you need to get all the 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.
Design the test cases as per your business goals. This process involves close consultation with all stakeholders, user groups and departments that 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 services 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 including the complexity of configurations; diversity of workflows and user journeys; third-party integrations; data migration; usability; performance; security; and much more.
Test automation automates repetitive, rule-based tasks, allowing test teams to not only accelerate testing but also expand the test coverage. Additionally, test automation can use AI to uncover bugs in places that manual testers wouldn’t even think of looking into.
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.
We analyze 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.
Girikon is uniquely qualified to handle complex CRM systems. With our AI-powered CRM testing for Salesforce we can:
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