CRM Testing Services Focused on Business Continuity
Low user adoption, inaccurate analytics or even customer data loss may become the underside of your CRM’s poor performance or customization. Not to fall into the trap of malfunctioning software that brings about only customers’ and employees’ frustration and financial losses and to reinforce your business continuity, you need to test your CRM.
ScienceSoft’s 31 years of experience in software testing services and 12 years in CRM solutions delivery make our QA and test professionals knowledgeable in both domains. We perform comprehensive and thorough CRM testing drawing on the expertise in CRM specifics, best testing practices, proven testing quality standards, and test automation tools.
Our test engineers are ready to carry out testing of on-premises and cloud-based, web and mobile CRM solutions.
CRM Aspects We Test
To make sure all functions are carried out as stated in the CRM requirements specification ScienceSoft’s test engineers validate vast CRM functionality:
- Sales: for example, customized automated communication with prospects via IP telephony, emails, web forms, lead and cases assignment.
- Marketing: including automated campaign and event management, email marketing and social media integration.
- Customer service: case management, assignment and prioritization, etc.
Our test engineers check each CRM integration (with a data warehouse, document management software, ERP, an ecommerce platform, a point of sale system, external analytical software). This is done to validate appropriate data passing to and from the external systems, data accuracy, data changes saved and displayed in all the involved systems correctly, the consistency of data formats, and the absence of unnecessary dependencies.
Even if your CRM is quick and slick in daily use, you need to be sure it can endure peak sales periods like Black Friday or Cyber Monday. Performance testing determines whether your CRM is truly scalable and stable. Our test team simulates hundreds or thousands of virtual users working with CRM simultaneously to check its response time and loading speed, the maximum number of users, peak hours’ performance and endurance under continuous load.
Your CRM contains vast amounts of sensitive customer data, which makes it vulnerable to data breaches. So, ScienceSoft’s test team executes vulnerability assessment, penetration testing and other activities for your CRM to be truly secure. Besides, CRM is used by multiple employees with different access levels. Thus, you need to be sure that each user has access corresponding precisely to their position. Our test engineers also perform role-based access control validation.
CRM should provide you with accurate statistics, which becomes the foundation for relevant sales forecasting. Our test team performs comprehensive data warehouse testing to check that your data warehouse doesn’t provide your CRM with incoherent or invalid data. Besides, to validate your CRM analytics results our test engineers test the consistency of data presentation in reports and dashboards.
CRM needs to be convenient and user-friendly. Otherwise, its bugged and inconvenient UI can make the dedicated employees just give up on it. Usability testing organized by our UX researchers gives an insight into how easy it is to use CRM and what UI improvements can be introduced.
How We Can Cooperate
Testing during CRM implementation
This cooperation model is suitable for CRM implementation companies looking for independent test teams able to ensure that bugless and convenient CRM software is delivered to the end customer. ScienceSoft’s test engineers are ready to step in at any stage of CRM development and implementation. To ensure seamless collaboration with an implementation team, ScienceSoft’s test leads agree with them on a conventional communication tool and a convenient bug reporting procedure.
User acceptance testing
ScienceSoft’s test team can assist a CRM ordering company with final overall CRM testing. User acceptance testing provided by our test engineers validates delivered CRM against its requirements specification. As this type of testing is carried out just before CRM goes live, it’s the last frontier for the bugs to be visualized.
Managed testing services
This cooperation model implies the most comprehensive set of testing services. Our test team provides companies using CRM with the full scope of testing activities (functional, performance, integration, security, usability testing) and regular testing after changes are introduced into CRM.
Also, ScienceSoft offers business process validation services to large enterprises with complex CRMs that require regular amendments and add-ons. Business process validation is to ensure that the adding of third-party software along with any amendment introduced to the existing system don’t endanger the interdependent software landscape of the enterprise. Validation can be conducted occasionally when new software is introduced; periodically, when either CRM or third-party software CRM is integrated with is updated; continuously, when companies wish to keep the consistency of their business processes steadily maintained.
CRM Testing Process We FolloW
The analysis of a CRM requirements specification
ScienceSoft’s test team gets into a CRM project’s specifics and requirements. In case the set of requirements (including functional, UI, reliability, safety, operational) is incomplete, our QA manager is ready to step in and assist you with their gathering and compilation.
Testing risks analysis and mitigation plan development
Our test lead outlines the potential risks of a CRM testing project, evaluates possible losses, and decides on preventive actions. Early risks detection and a mitigation plan can help to avoid testing pitfalls and excessive spend on testing.
The development of a test strategy and a test plan
Our test lead develops a test strategy, the most comprehensive and high-level test document comprising testing objectives, scope, estimation of testing time, cost, human resources etc. Another significant test document created is the plan of future testing. It includes such testing essentials as test coverage, pass and fail test criteria, a test schedule. Both the documents are provided for your review and approval.
Test design and execution
Our test engineers design test cases and scenarios according to the test plan and execute them. ScienceSoft’s test automation engineers script the test cases suitable for automation and carry out automated testing. They use forefront test automation tools (for instance, Selenium, Appium, Apache JMeter, Coded UI Tests) to make CRM testing faster and ensure vast test coverage unachievable with only manual efforts. ScienceSoft’s test team reports the found bugs using bug reporting procedures convenient for your CRM administrator or developers.
Test summary report
ScienceSoft’s test lead provides you with a test summary report. This report comprises the summary of testing activities, testing coverage, and found CRM defects.
CRM Testing Challenges that We Address
Severe regression errors bound to CRM amendments
The initial CRM toolbox can’t be perfect and satisfy all user needs. Thus, CRM functionality requires constant improvement. CRM customizations, custom-developed add-ons or additionally purchased functionality may cause serious regression errors in varied and interconnected customer management processes. Some test teams tend to leave out regression testing after customizing OOTB features as such features are supposed to be ready-to-use. Our test team performs regression testing after all CRM changes and amendments, including seemingly harmless ones.
Irrelevant test automation
Vast CRM functionality, its multiple workflows, and large amounts of customer data make CRM testing suitable for automation. However, unwise test automation can result in excessive testing cost and time. Not every CRM testing project is appropriate for test automation. It is useless to automate tests for small-scale projects or the ones with an ever-changing set of requirements. ScienceSoft’s test automation engineers will advise on the scale of automated testing involvement appropriate precisely for your CRM testing project during the analysis of software requirements and potential testing risks.
Low CRM user adoption
User adoption is crucial for CRM success. Inconvenient and illogical CRM UI can make sales, marketing and customer support employees neglect some of CRM functions or even avoid using the system. ScienceSoft’s test team validates the usability of CRM navigation and structure, the logic of its workflows and use scenarios. In addition, out test engineers can trace possible touchpoints that CRM users come across while carrying out their daily tasks and ensure that CRM content is conveniently arranged and can be easily accessed.