MS Dynamics CRM has now gone through a radical overhaul of its interface to bring it more in line with the ‘look and feel’ of Windows 8 as well as taking on board feedback from clients using MS CRM 2011. The biggest issue encountered was that the existing user interface seemed to have too much going on which was not necessarily relevant to that particular user, reducing productivity and userability. Whilst most users adapted to this, Microsoft's own research suggested that this should be improved to make this a simpler process including giving more prominence to the flow of steps, for example from a Lead to a Sale.
We will leave it to you to compare (we also creating a separate document showing the evolution of MS CRM from v4 through to MSCRM 2013 which can help you to see how the user experience has evolved). MS have looked at four key themes, although in this article we focus on the impact on day to day usage and less on activities 'under the hood'. Afterall, it is the day to day usages that should positively impact on your users.
So, what’s changed?
The new ‘look and feel’ does need some initial adjustment and understanding explained to your users, but essentially the core components are the same from an administrators viewpoint. So, Leads, Contats, Accounts, Opportunities, Cases and Activities are all still there, just the Form design has changed.
For your users there is a significant change. However, some of the benefits added included:-
- Faster data entry, just click inline the form to edit. There is more space on the page to see information as the Navigation pane and Ribbon bar (MS Office 2010 compatibility) are removed as they took up too much space allowing more room for Customer Data and now simplifying the interface.
- Autosave, probably the biggest change saving time as users enter new data. You no longer need to click or tap Save when you’re editing a record. By default, the system automatically saves any edited records every 30 seconds, or when you navigate to another record. You do need to still Save on the initial creation of a new record.
- New streamlined Business Process are in context with record type, for example in Opportunities. A single Business Process can now span multiple entities (e.g. Lead to Opportunity to Quote to Order to Opportunity), including custom entities. The process helps users navigate across multiple records within the context of the desired outcome.
- Find different record types by tapping on the icon once in our Work Area, again at the top, tap the ‘tile’ you want, Accounts, Contacts etc. Work area dashboards have moved under the Microsoft Dynamics CRM logo. Each work area gives you access to tools and info tailored for you, so you aren’t distracted by things you don’t need. Click or tap the logo any time to switch to a different work area. This was down the left hand side.
- Activity commands now appear at the top of the Record. Making this simpler also with an added ‘more’ button to see addtional commands.
- 'CRM on the Go' for tablets helps you stay connected and productive wherever you are. You can now use your iPad or Windows 8 tablet to stay up to date with your customer info—even when you’re on the go! Arrive prepared for every appointment, and update your notes, tasks, contacts, accounts, and leads while the details are still fresh in your mind. Data is cached for offline viewing so you can still access key data if connectivity is lost. Mobile for touch screen phones is due to be released in 2014.
For a full MS User Guide, please go here which takes you through the new look and feel. MAS are also now updating our own training materials to reflect the new look and feel as well as the MAS website which will go live in the New Year.
When can you expect to see this on your own system?
Since this was launched to MS CRM Online clients first in the first week of November, of which MAS have only a few since we have tended to recommend instead the Hosted version and On-Premise Editions for our clients traditionally. However, MS CRM Online clients received the roll-up update on 6th November. Some were earlier if they were on US based versions where we found one prospect completely taken aback by the changes, hence an urgent requested visit!.
For MAS Clients, preparation is key together with the fact that you will have a choice when to embrace this. For our clients, the MS CRM 2013 licences for Hosted and On-Premise will be available in early 2014, giving you advance time to decide when and plan any user training by either ourselves (Onsite, webinar) or your own trainer. Hence, our development of some customised manual explaining the changes, although the MS User Guide is available now from our website
Each client will be contacted in January to review and demonstrate the new ‘look and feel’ and then produce a joint plan. For more information contact your Account Manager.
