Russian CRM - bye-bye?

    Many people remember how we imported CRM .

    Import substitution. For some time we were satisfied.
    But then an interesting thing happened.

    We did not expect what would turn out conveniently in everything at once.
    They understood that there would be compromises in the interface.
    Somewhere they agreed to endure.

    And endured.

    And they did it relatively honestly: they did not reduce everything to emotions, but they specified their boo-boo-boo and recorded their discontent and expectations in a separate list. And they looked to see if something changed over time in the system interface.

    Here it is, little list. Acquired by overwork and monthly royalties. Exclamation marks [! ] - that which is straight with a whip on the nerves every day.

    1. post office
      1. [! ] Auto-create a contact by letter.
      2. [! ] Forward letters to the archive - and to immediately cling to the right contacts.
      3. [! ] Receive notifications by mail when something changes in an interesting transaction (set by me or hanging on me), a task, a client.
      4. Receive alerts about tasks for tomorrow (now - only about expired tasks).
      5. Put the archive address in a hidden, but not in an explicit copy.
      6. Make the archive address in your domain.

    2. Notifications
      1. [! ] Notify the employee of an important comment on a deal or task.
      2. Be able to subscribe people to a task / question.
      3. Subscribe people for deals updates.
      4. Show notification on a page that has changed since the last load. At least for the dashboard.

    3. Funnel
      1. [! ] See how long the deal hangs in the specific status of the funnel.
      2. [! ] The Funnel view below each step shows the number of transactions and the total amount. But this data does not change if you enable the filter (for example, by the responsible). It is necessary to change.
      3. Update the amount of funnel statuses after dragging a deal card from status to status.
      4. Rename closed transaction statuses.

    4. Taxonomy
      1. [! ] See a list of deals and contacts for which there are no tasks at all (and you have no tasks ).
      2. [! ] Apply the filter "Objects without labels" (or "Objects without a label such and such").
      3. [! ] Search taking into account transliteration: I want to find the Infosreda card by entering "Infomed", the "" card by Dnevnik, and "Alpha" by alfa. Especially for first names.
      4. Enter labels in the name through # without frills.
      5. Automatically prompt the country and city after entering the first two letters.
      6. The default country is that Russia needs to be, and not "empty."
      7. Where and how to edit tags (correct typo)?

    5. Tasks
      1. [! ] Put on the task the status of "Do someday."
      2. [! ] From the "Overdue - Today - Tomorrow" view, you cannot switch from the task teaser to the task card. The click begs, but it doesn’t work.
      3. [! ] The task text does not show the full text of the task, only service data (not always filled) - as a result, the entire space is occupied by empty long columns of equal width.
      4. A task can be deleted only by going to the task card - but not from the task list.
      5. Closed the task - it would be nice if the system offered to start a new one and opened the input form. But no, it doesn’t.
      6. Not a bit of the full description of the task in free form is visible at all on the calendar.

    6. Integration
      1. [! ] To hammer in the integration module with Facebook the address of the person’s page in an explicit form.
      2. [! ] Store attachments in Dropbox - one for all accounts (corporate).
      3. Closer to integrate with Facebook, LinkedIn and VKontakte.
      4. Integrate with Skype. At least make the Skype link clickable in? Chat mode to start a conversation.

    7. Contacts
      1. [! ] Filter by “Have a Facebook contact”.
      2. Filter by the sign “Subscribed to the newsletter”.
      3. Correct the format of the phone number automatically.

    8. Cards
      1. [! ] If you click on a letter in the history of events, it opens so that the first 3-4 lines are visible. And you need to scroll in a narrow area of ​​the screen to read the entire letter. The entire letter cannot be displayed at all.
      2. [! ] In the transaction history of the transaction, each letter must be clicked in order to read it. That is, you cannot scroll through the events feed to quickly dive into the context.
      3. [! ] Stick a comment to the top of the card so as not to creep down.
      4. Redesign a contact card: it is unclear how many people will work for whom and in which company. Responsible stands above the post.
      5. The list of transactions in the company’s card is very low: under the information about the company and under its contact persons. There it is invisible - you need to constantly scroll to find out if there are deals with this company. Obviously, there should be a top right where tasks and comments are.

    9. Generic UX
      1. Customizable desktop: I want to see my tasks and related contacts instead of a general list.
      2. Search forms are in the list (for example, contacts), but not on the card (of the same contact). We have to switch back and forth.

    By the way, the list shows well the specifics of user requirements for professional systems - and their difference from queuing interfaces. In short, then.
    1. The seamlessness of switching between environments is very important: "Basic - mail - adjacent."
    2. What happens or is available in the focus of attention (roughly speaking, the button inscription and a couple of centimeters around) is much more important than what happens on the page or in the system as a whole.
    3. The absence of an object or label is critical information for making a decision. Far more important than their presence.
    4. All the most important is stored in a poorly structured area of ​​the object (task descriptions, letter text, etc.). And you can’t hide it, hoping that people “thanks” to this will take care of putting the data in order.
    5. The “Quick Review and General Impression” usage mode is just as important as the “Meticulous list-by-item review” mode.

    Suddenly, to whom of the CRM's this collection of our grievances will help to become better ( actually not, because UX-affairs are not done like that, and we know about it ).

    In the meantime, the CRM system interface was developing.
    And absolutely nothing of the sting that has changed has changed.

    It may seem that we were offended that the system interface is developing in the wrong direction. Like, we know how to, only we, specialists, were not asked.

    Nope. It's getting worse.

    The fact is that we have no idea whether the company is listening to users. We, as clients, were not asked about anything. Only occasionally it was reported that this CRM and its creators had a fucking UX expertise. And they offered to convince in something and argue about something, if somewhere somewhere in the interface presses.

    Well, OK, we chose a way to talk about it - changed the system.

    This story, unfortunately, is typical of Russian business.
    “We know better how to make you comfortable.”
    Well no, guys, you don’t know! And experience here does not save.
    Especially the leaders of all markets.
    That is why we do not call the system: is it sense to spread rot for someone specific, if such behavior is the norm?

    In general, our patience is over.
    And we scored on import substitution.

    From today we use CRM Pipedrive (the slogan is wild, do not be alarmed ).
    The active phase of migration - from making a decision to starting work in the new system - took an hour and a half.
    Let's see what kind of rake there will be.

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