Why Won’t Your Employees Use Your CRM or ERP System? How to Prevent Low User Adoption Before It Sabotages Your Firm

As a digital transformation specialist, I speak with prospects in the professional services industry daily. One of the pain points most often mentioned is low user adoption. This is frustrating to hear, especially when software implementations are supposed to automate tedious tasks, enable accurate and fast reporting, and streamline processes.

User adoption rates are dependent upon many factors; however, a few that come to mind are: the quality of training provided to users, the cleanliness of data, mobility, and ease of use. Executive enforcement of system use is imperative to high(er) user adoption as well. If management is not necessitating system use, let’s face it, the system is not going to be used by everyone.  

The issue is that user adoption is not considered (or given enough weight) during the process of selecting a new ERP or CRM system. If you are looking for a new system, and you want to ensure high user adoption, here are some questions to ask:

  • Is the system flexible in accessibility/mobility?
  • Is there buy-in from most stakeholders at your firm?
  • Is your firm ready to enforce and use measures?

Today’s A/E/C firms envision better adoption of today’s emerging technology. Microsoft Dynamics 365 (D365) removes the roadblocks to adoption while delivering significant return of investment and gaining efficiencies by integrating business processes across organizational teams. With the power of the cloud and advanced intelligence capabilities, D365 enables a 360-degree view of firms, allowing them to take control of their business, while driving efficiencies and collaboration across the firm.

aec360 eliminates excuses when it comes to user adoption. The solution can be accessed from any device, anytime, anywhere. Users can access the entire solution in Microsoft Teams, and aec360 CRM can be accessed from Microsoft Outlook. Functionality like voice-to-text has been developed to enable busy seller/doers the ability to input their data on the go, from anywhere.

With Microsoft’s Power BI embedded in aec360, not only will you have a connected A/E/C firm, but you will have the ability to capture a snapshot of any part of your process.

To learn how aec360 can help your firm successfully go through a digital transformation, please drop us a line today.


In his role as Chief Operating Officer, Sean Skiver brings nearly 25 years of broad Microsoft Dynamics experience to provide strategic leadership around product development and client delivery services across the organization’s solutions and industry segments.

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John Aschenbrener is Director of Delivery Services for HSO | ProServ. John brings over 20 years of Microsoft Dynamics project and program management, consulting, and architect experience to his current role where he is responsible for driving PMO standards, methodology, and overall project delivery.

Gary Mills serves as Senior Vice President of Finance, Planning & Analysis for HSO | ProServ. Gary’s diverse industry background brings a unique perspective to the company, with more than 30 years in corporate finance, banking and commercial real estate.

A highly respected Microsoft Dynamics veteran, Jen Wisemore serves as CAO for HSO | ProServ. Jen was instrumental in the launch of sa.global’s US subsidiary in 2007 and has served in a wide variety of roles within Microsoft Dynamics consultancies across sales, pre-sales, program management, and leadership capacities.

Paramesh Rajan is Director of ERP and HR Products at HSO | ProServ. Paramesh has served in many Microsoft Dynamics project and program management roles over the past 20 years, and currently drives the development of the organization’s vertical ERP and HR solutions and outsourced development services.

Joe Stuckey is EVP and Director of CRM Product Development for HSO | ProServ, leading the company’s CRM product development efforts across the legal, AEC, consulting, and accounting markets. Joe leverages the power of Microsoft Dynamics and Power Platform technologies to design and develop purpose-built industry solutions.

Jan Dahl Sorensen’s deep experience with Microsoft Dynamics gives him a unique foundation to guide the HSO | ProServ client success team. As part of the original development team under Damgaard Data, Jan has been working with the Microsoft Dynamics ERP solutions since 1995.

Andy Yeomans brings nearly 20 years of Microsoft Dynamics sales and marketing experience to lead the HSO | ProServ sales organization. Under Andy’s leadership, the organization has shown strong growth and has consistently been recognized by Microsoft as a top performing partner, winning multiple Microsoft Inner Circle and Partner of the Year awards.

Whit McIsaac is CEO of HSO | ProServ and brings over 20 years of leadership experience in the Microsoft Dynamics ecosystem to drive the group’s overall business strategy. Whit was Co-founder and CEO of aec360 and legal360 prior to merging these practices into sa.global, where he served as CEO of the Americas prior to launching HSO | ProServ.

In his role as CFO of HSO | ProServ, Brian Lounds leverages deep experience implementing Microsoft Dynamics ERP solutions to drive excellence into the organization’s financial and practice management practices. Having worked with Dynamics solutions since 1998, he has a strong understanding of technology solutions and their application
to business initiatives.