Effective customer relationship management (CRM) software allows you to record, track and monitor sales, marketing and customer account activity, campaigns and leads through one central, shared system. CRM systems improve collaborative working between sales, marketing and account managers, but as data is shared across a number of departments, it is important that end-users are well equipped to input and extract data accurately.

In our experience, there is often a lot of change management required to get people to move away from individual data stores and spreadsheets, so that the true benefits of CRM can be achieved.

Document management systems allow company employees to store and share documents securely, complete forms electronically and control document access rights.

Microsoft Dynamics CRM

Microsoft Dynamics CRM is a multi-lingual customer relationship management tool to integrate and streamline sales, marketing and service (help desk) activities. It can be easily connected to the other Dynamics product lines, such as AX and NAV.

Our training solutions to support Dynamics CRM implementations, upgrades and rollouts include:

• Combining eLearning and half or one day workshop-style courses to provide users with both face-to-face learning and anytime,anywhere interactive modules

• Development of Quick Cards summarising key functionality in CRM, such as setting tasks or activities, managing accounts and contacts and diary management

• Design and preparation of PowerPoint presentations and video tutorials covering key processes and tips and tricks for users.

Salesforce.com CRM

Salesforce.com is a web based on-demand CRM solution. It enables users to track the sales process effectively from wherever they are and manage their sales accounts over the web.

Optimum's training consultants can provide a range of solutions to support Salesforce.com implementations, involving:

• Classroom sessions to communicate new processes and to make users aware of the benefits to their job role of recording all customer activity

• Set-up of a 'sandpit' (test environment for the new CRM system) to allow users to work through some exercises prior to the go-live. This encourages confidence building, with users able to work at their own pace

• Administration support for course bookings and telephone support during go-live.

Microsoft SharePoint

SharePoint is the document management solution provided by Microsoft. Using SharePoint eliminates the need to store documents on various different drives or for sending them via email. Instead users can access one shared portal.

Optimum's training consultants develop solutions for a range of SharePoint users, including:

• Bespoke courses for different levels of knowledge required, for example half day courses for basic users and two day courses for super users and system adminstrators.

• Supportive back-at-desk reference tools including Quick Cards to remind staff how to correctly complete processes.

IBM FileNet Content Manager

FileNet is an enterprise content manager system which allows for electronic storage of documents, with powerful search capabilities, business process workflow and full integration with Microsoft Office, Outlook and a variety of document scanning systems.

Optimum's training consultants have provided training programmes on FileNet for a number of years, involving:

• Hands-on, practical classroom sessions, ranging from 1/2 day. full day or 1.5 day courses depending on the depth of knowledge required

• A range of support documentation, including tailored reference guides and Quick Cards

• Pre-recorded WebEx sessions which can be loaded onto a company's intranet and accessed on a need-to-know basis.