Workflows must be visualized in order to be effective. That's just a fact of human nature. In Dynamics CRM, there is the native ability to create Processes, which can be executed On Demand or in response to events, but there is no out-of-the-box capability to view the progress (and status) of these processes in a visual manner. Very, often, when a CRM process is executed, it's difficult to understand which steps have been completed, and if there is some issue or bottleneck preventing the rest of the process to complete.
I've heard from countless customers and CRM consultants about how greatly they require a visual workflow view within CRM. So we've created PNMsoft SCE, a CRM solution which provides exactly that - visual CRM workflows. Workflows can be designed on a visual canvas, executed within CRM, and then viewed by users within their CRM environment.
Here is what a visual CRM workflow looks like to an end user:
Where visualization really becomes crucial is when multiple users (or teams) are involved in a CRM workflow. In this case, it's critical for each party to understand who is currently responsible for action items and tasks, in order to bring the process to a successful conclusion. The type of visualization above makes it crystal clear for process participants and management, who is currently handling the process.
These types of complex processes are very common, and seen in many types of CRM use cases, such as sales engagements, marketing campaigns and customer service operations.
Of course, visualizing workflows is only just part of the challenge. CRM workflow applications are often required to perform complex steps such as integration with SharePoint and ERP systems, branching and looping, and display on mobile devices. These capabilities are also lacking from out-of-the-box CRM processes, but are an integral part of SCE.
Finally, managers very often require the capability to view overall workflow progress and trends. This too, is part of the system:
We're seeing a growing demand for advanced workflow solutions within Dynamics CRM. This is likely due to the fact that CRM use is increasing, and companies are realizing that better process management is not just the sole responsibility of a BPM (Business Process Management) suite. Rather, it's something that must be improved in all core business systems, including CRM. Furthermore, businesses are understanding that no system lives in a bubble, and that end-to-end business process applications must span systems, people and devices in order for their company to excel and compete.
If you're interested in discussing visual workflows for Dynamics CRM, I'd be happy to talk.
You can find out more on our information page on this topic.
Best,
Eli Stutz
Head of Knowledge and Collaboration
PNMsoft