Customer Relationship Management (CRM) systems are vital for businesses to manage interactions with current and potential customers. Similarly, SharePoint, Microsoft’s web-based collaborative platform, is widely used for document management, intranet portals, and team collaboration. This article explores the intersection of these two powerful tools: CRM SharePoint integration. We’ll cover how to connect existing CRM systems with SharePoint, discuss the possibility of using SharePoint as a basic CRM, and compare SharePoint’s capabilities to those of dedicated CRM solutions.
What are CRM and SharePoint?
Before diving into the integration aspect, let’s briefly define each platform:
CRM Definition
A CRM system is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships to grow your business. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.
SharePoint Definition
SharePoint is a web-based collaborative platform developed by Microsoft. It’s primarily used for document management and storage, but it also offers features for creating intranet portals, team sites, and workflows. SharePoint allows teams to collaborate on documents, share information, and manage projects.
Integrating CRM and SharePoint: Benefits and Methods
Connecting your CRM system with SharePoint unlocks significant benefits by combining the strengths of both platforms.
Benefits:
- Centralized Data: Avoid data silos by having a single source of truth for customer information and related documents.
- Improved Collaboration: Enable sales, marketing, and support teams to collaborate more effectively on customer-related projects and documents.
- Streamlined Workflows: Automate tasks and processes that involve both CRM data and SharePoint documents (e.g., automatically creating a SharePoint site for a new opportunity in your CRM).
- Enhanced Document Management: Leverage SharePoint’s robust document management features (version control, check-in/check-out, metadata) for CRM-related documents.
- Better Reporting: Combine CRM data with SharePoint data to gain deeper insights into customer behavior and business performance.
Methods:
- Native Integration (Dynamics 365): Microsoft Dynamics 365, being part of the Microsoft ecosystem, offers seamless, out-of-the-box integration with SharePoint. This is the easiest and most robust integration option. Documents related to CRM records (accounts, contacts, opportunities) can be stored and managed directly within SharePoint, and accessed seamlessly from within Dynamics 365.
- Third-Party Connectors: For CRMs like Salesforce, Zoho CRM, and others, third-party connectors are available. These connectors act as bridges between the two systems, allowing data and documents to be synchronized. Popular options include solutions from Layer2 (Cloud Connector) and AvePoint. These connectors often require configuration and may have associated costs.
Sharepoint CRM Connector - Custom Development: For highly specific integration needs or unsupported CRMs, custom development using APIs (Application Programming Interfaces) is an option. This requires significant technical expertise and is typically the most expensive approach.
Using SharePoint as a CRM
While SharePoint is not designed to be a full-fledged CRM, it can be used as a basic CRM solution, particularly for small businesses or teams with simple needs.
How it Works:
SharePoint’s core features can be adapted for CRM purposes:
- Lists: SharePoint lists can be used to store contact information, leads, opportunities, and other CRM data. Custom columns can be added to track specific fields.
- Libraries: Document libraries can store documents related to contacts, accounts, or opportunities (e.g., proposals, contracts, presentations).
- Workflows: SharePoint workflows can automate basic tasks, such as sending email notifications when a new lead is added or when a deal stage changes.
- Permissions: SharePoint’s granular permission system allows you to control access to sensitive CRM data.
- Views: create custom view for each segmentation.
SharePoint CRM Templates:
Several pre-built SharePoint templates are available (both from Microsoft and third-party providers) that provide a starting point for using SharePoint as a CRM. These templates often include pre-configured lists, libraries, and workflows.
Limitations:
It’s crucial to understand the limitations of using SharePoint as a CRM:
- Lack of Advanced Features: SharePoint lacks many features found in dedicated CRM systems, such as advanced sales automation, lead scoring, email marketing integration, comprehensive reporting, and forecasting.
- Scalability Issues: As your data and user base grow, SharePoint’s performance as a CRM can degrade. It’s not designed for large-scale CRM deployments.
- Complexity of Customization: While SharePoint is customizable, tailoring it to meet specific CRM needs can be complex and require significant technical expertise.
- Potential for Data Silos: If not implemented carefully, using SharePoint as a CRM can still lead to data silos if information isn’t properly organized and shared.
SharePoint vs. Dedicated CRM Systems: A Comparison
| Feature | SharePoint (as CRM) | Dedicated CRM Systems |
|---|---|---|
| Cost | Potentially lower (if you already have SharePoint) | Typically higher (subscription-based) |
| Ease of Setup | Moderate (requires configuration and customization) | Varies, but often easier for basic use |
| Features | Basic CRM features | Comprehensive CRM features (sales, marketing, support) |
| Automation | Limited workflow capabilities | Extensive automation capabilities |
| Reporting | Basic reporting | Advanced reporting and analytics |
| Scalability | Limited scalability | Highly scalable |
| Integrations | Primarily within the Microsoft ecosystem | Wide range of integrations with other business systems |
| Customization | Highly customizable, but requires technical expertise | Varies, but often offers more user-friendly customization |
| User Interface | Sharepoint UI | CRM-Specific UI |
Export to Sheets
Conclusion
The relationship between CRM SharePoint can be approached in several ways. Integrating a dedicated CRM system with SharePoint offers the most powerful solution, combining the strengths of both platforms for enhanced collaboration and data management. Using SharePoint as a CRM is feasible for small-scale, basic needs, but it’s crucial to recognize its limitations compared to dedicated CRM solutions. The best approach depends on your specific requirements, budget, and technical capabilities.