by molly frankcom
CRM improvement projects can unlock real benefits for your organisation, but only if they work as intended. That’s where User Acceptance Testing (UAT) comes in. UAT gives you a chance to try out changes in a safe, controlled environment before they go live for the entire company. It’s the final check that helps make sure what’s been built actually meets your needs.
But before we get into the why, let’s talk about the what.
What is UAT?
UAT stands for User Acceptance Testing, the process of checking if new developments in your CRM system meet business requirements and are ready for real-world use. This is usually done by involving actual end users who test the system using realistic scenarios.
Think of it like a dress rehearsal for your CRM.
What’s a UAT Environment?
To carry out UAT properly, you need a dedicated space that replicates your production CRM without putting your real data at risk. This is known as a UAT Environment, and it includes the features and updates from your development work, but with a sample or masked copy of your actual data.
There are a few types of UAT environments:
Staging Environment: A near-complete replica of your live system used to test final versions of new functionality.
Sandbox Environment: A more flexible, isolated space where features can be explored without risk.
Integrated UAT Environment: Combines multiple systems (like CRM, Finance, Email, Online) to test how changes interact across platforms.
Why UAT Environments Matter
Running UAT without a dedicated environment is like test-driving a car on the motorway during rush hour; it’s risky.
Here's why these environments are crucial:
Catch bugs early before they cause disruption.
Protect your live data from accidental changes or loss.
Test different user roles and permissions to make sure everyone gets the experience they need.
Give developers actionable feedback that saves time and cost in the long run.
How to Provide Useful Feedback
A structured User Acceptance Test Plan is your best tool. It should include:
Clear user scenarios - this includes what needs to be done and examples of data used. Good data and bad data is needed for this!
Pass/fail criteria.
A shared issue log.
Screenshots or recordings to highlight problems.
Comments on the overall user experience.
This input is gold dust for your technical team and helps ensure any necessary fixes are made before go-live.
Challenges to Keep in Mind
Of course, UAT isn’t without its drawbacks:
Setting up a UAT environment can add to costs.
Testing takes time and needs coordination.
Partial data copies can limit how “real” the test feels.
But the alternative, going live with bugs, poor usability, or broken workflows, can be far more costly in the long run. Issues discovered after launch often require urgent fixes, retraining sessions, and damage control with frustrated users.
Investing time in User Acceptance Testing means you're not just checking for faults, you’re gathering real insight from the people who will actually use your CRM every day.
A successful CRM project isn’t just about building the right features, it’s about making sure those features are intuitive, functional, and genuinely useful to your team.
Want help running UAT the right way? We offer UAT testing as part of our CRM implementation work.
