CRM and ERP integration is designed to help automate and integrate key processes across your business and support you in managing the entire customer acquisition process. It’s about managing processes, and not just transactions. By integrating your business processes, Sage Accpac allows your staff to view and work with the same data. Time spent on re-entering and re-verifying data is saved and accuracy is improved, ensuring all departments have access to up-to-date data for a superior customer service experience.
How does the integration affect my day-to-day back-office responsibilities?
Outstanding creditor information is available at a glance through your CRM Dashboard. Integration with your accounting system will allow your accounts staff to access the critical non-financial customer information, behaviour and buying history usually held within the sales department, enabling them to resolve issues and queries promptly. Sales orders can be processed quickly and efficiently, using a single point of reference. Sales staff cannot take further orders where an account is on-hold. Debtor days can be reduced, as both your credit control team and your sales team have the financial information which enables them to chase outstanding debt. Accounts with suppliers and customers can be settled in a timely manner smoothing your cash flow and building a better business relationship.
Is there an improvement to back-office productivity?
CRM and ERP integration means a customer’s details are input only once through your CRM system and then automatically updated across the accounting and CRM system. It also works the other way around, with new or amended entries in the accounting system automatically updating the CRM database. Not only does this save time by reducing duplication of effort, it also minimizes the potential for mistakes and conflicting data. Administrators’ time is saved, improving productivity and efficiency. Alerts and notifications can be built in to ensure a fast response to significant events or routine tasks such as the requirement to complete a credit check before opening an account.
What kind of checks are there for quality control?
CRM and ERP integration can be used to help manage the quality control process by ensuring that staff and suppliers are chased at the appropriate time, using a structure of reminders and notes, rather than relying on manual systems and memory. Ensures that strong supplier relationships are maintained; for example, ensuring payments are made on time and for the correct amount.
Supplier issues, such as late deliveries, can be tracked and dealt with, ensuring that the manufacturing process is not disrupted. Documents can be stored centrally within the integrated CRM and ERP system and, where appropriate, they can be linked to a customer’s, supplier’s, or third-party’s records. Documents that require action can be recorded with reminders, ensuring that the follow-ups are performed on time. Key customer information such as credit limits, buying patterns and queries are available to the back office — improving customer communication and service and the visibility to chase overdue payments.