CRM, a phrase widely used across many businesses today, enables you to remain digitally connected in a secure environment to boost your productivity. Also known by its non-abbreviated form—Customer Relationship Management—CRM focuses on maintaining strong customer connections. Know Your Customer (KYC) is another CRM concept that beginners should understand.
Any developing organization must have major functional teams such as,
Now that you have an inkling of the significance of CRM Testing, are you ready to transition your business to a digital mode?
CRM can effectively connect all these business functions and achieve several goals seamlessly. It has a communication facility to streamline all communications, such as sending welcome emails, alerts, reminders, announcements, warnings, and final notifications. It can record, report, document, assign, and analyze data between different modules. It can generate intelligence around customer data, which enables it to collect leads, convert them into business opportunities, and promptly transmit the business opportunity to the client. Thus, any business can efficiently achieve up-selling and cross-selling.
A successful CRM system will provide a balanced relationship with a happy customer. Most companies keep their CRM software on-premises and in the cloud for easy access. CRM supports web, desktop, and mobile applications. Thus, digital assurance plays a crucial role in CRM testing, ensuring the system works as planned. Although CRM offers stress-free work, the mechanisms and workflows in CRM software are somewhat complex. Without testing, the system will not perform the intended tasks.
In the era of digital assurance solutions, every business focuses on quick delivery, fast response, and agile action plan to attract customers. A comprehensive CRM test should consider all these requirements and test software regularly. CRM testing includes functional and non-functional testing, automation and performance testing, and security and usability testing.
We need to test the CRM system for specific needs like contact/lead management, work management, document management etc. Additionally, entity customization, feature flags, form rules, user roles, reports, email sequences, dialogs and CWA workflows should also be checked. Not only that, but a CRM tester should also test a few other things based on their CRM settings. For example, let’s consider the time zone and currency. We can try time zone scenarios based on your system setting vs CRM’s time zone setting vs the time zone of the client’s location. A similar test can be performed for currency too.
Customization based on business needs is predominant in CRM. It’s easy to add a new feature or update an existing part through customization. The view can be altered in a user-friendly manner according to the customer’s preference. For example, if you need to add a new lookup field to a form or change a view, you can easily publish it via CRM customizations without new deployments. Businesses can choose features according to their needs and customize their CRM using custom properties and workflows. So, it is vital to test the CRM by creating custom entities.
Must read: Data Visualization Testing
Indium’s Digital Assurance Team provides CRM Testing Services by focusing on the below quality assurance practices and our proven best testing methodologies.
Check this out: Testing a bank application: A Success Story
By Uma Raj
By Uma Raj
By Abishek Balakumar
Kavitha PR is a Project Manager at Indium Software with over 13 years of experience managing complex projects in various industries. She belongs to the Digital Assurance practice and is skilled in project planning, risk management, and stakeholder communication. Kavitha has a proven track record of delivering successful projects on time and within budget. In her free time, she enjoys learning about emerging technologies such as Data Lake, AI, and Quantum Computing.