Add some style to your CRM Solution with icons from Metro Studio

If, like me you are borderline OCD with your CRM solutions (not just the functionality but the user experience) then you probably pay an unhealthy amount of attention to the icons you include, well fear not fellow obsessives – Metro Studio by the guys at SyncFusion can help reduce the anxiety. 🙂

If you haven’t already used Metro Studio, it is a great free tool that allows you to access a collection of over 4,000  icon templates that can be easily customised within a nifty UX and exported for use in your CRM solutions or App’s. You can download the latest version (Metro Studio v3) here: http://www.syncfusion.com/downloads/metrostudio

The simple drag and drop interface allows you to quickly navigate or search through the icon library and add selected items to a project folder. The icons fit perfectly within the Dynamics CRM or Windows 8/8.1 application look an feel.

Metro_1

Once you have opened or created your project then you can manipulate the size, colour, padding and background to you icon then export to a folder directory in the format of your choice. You can then add the icons as a Web Resource in your CRM solution, (for more information on web resources see this MSDN article: https://msdn.microsoft.com/en-us/library/gg309473.aspx). Enjoy!

Metro_3

Gamification in CRM

Lately one of the areas I am hearing more about and getting asked more questions around has been “Gamification” in CRM, something that is especially useful to Sales and Service driven organisations (such as contact centres for example).

What is gamification you might ask? Well in short is the a term given to the use of game mechanics or ‘thinking’ in a non-game context to engage users of staff in problem solving or to help increase contribution. The idea is that you can align user output with a particular set of goals and rules in a structured way, whilst motivating the user or users to get involved.

Gamification has been widely applied in marketing too for example over 70% of Forbes Global 2000 companies surveyed in 2013 said they planned to use gamification for the purposes of marketing and/or customer retention.

Techniques:

Gamification techniques strive to leverage people’s natural desires for socialising, learning, mastery, competition, achievement, status, self-expression or closure. Early gamification strategies used rewards for players who accomplish desired tasks or completion to engage players. The same principles can be applied to a corporate CRM instances as that of a leisure activity such as running/jogging – see Zombies, Run! https://www.zombiesrungame.com/

Examples of the application of this concept can be found in the typical contact centre environment by using targeted KPIs (key performance indicators) such as inbound calls taken (volume), average call waiting, average call time etc. and applying gameful experience to achieving those targets, supplemented by elements such as leader boards and/or incentives.

For an insight into engaging people by introducing fun, check out this video on YouTube by Mario Herger: http://youtu.be/v2PIsksNLPk

Dynamics CRM:

In Dynamics CRM gamification could be promoted using Sales and Service Dashboards to render “Top 5 Performers” etc. but there is greater scope with an organisations CRM dataset to widen the parameters of what can be achieved and the user experience involved by using additional ISV solutions such as; “Hurrah!” and “Motivation Engine” by CRM Gamified: http://crmgamified.com/motivation-engine/

You can use gamification to drive areas such as:

  • Improved case resolution times
  • Improved sales performance
  • Increase system user adoption
  • Improve the standards of data captured in CRM
  • Activity tracking

A simple, practical example could be to use gamification in CRM to drive an improvement in the quality of data captured by the customer service team around customer contact details, such as email addresses – this could then directly benefit your marketing team as they have an increases pool of accurate email address to send marketing emails to.

It’s a concept that is well worth considering from an employee and customer perspective, if you are heading to Convergence 2015 in Atlanta, you can find CRM gamified at exhibitor booth 169.

Gamified1

CRMGamified – Motivation Engine