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.
What kind of info does this integration affect?
CRM and ERP integration delivers key financial information to those that need it, allowing customer-facing staff to: check credit status, to generate orders and quotes, or to complete a transaction on the phone; all through a single CRM system. Integration with your accounting system will allow your customer service staff to access the critical customer information and behaviour and buying history usually held within the sales department, enabling them to resolve issues and queries promptly.
What about notifications?
Customer service staff can set realistic expectations for fulfilment by viewing stock availability across different locations and checking the real-time status of orders. Best business practices can be implemented to ensure your staff and customers operate within known, repeatable, and automated processes to ensure procedures are followed correctly and consistently. Notifications can be built in to ensure fast response to significant events. Notifications can mark more routine yet important events, such as the arrival of a delivery which completes a customer order.
What kind of benefits are there to customer satisfaction?
Customer satisfaction levels can be maintained using one business-wide process. CRM and ERP integration ensures that customer requirements, complaints, and issues are stored in one central place and are addressed quickly and efficiently — maintaining excellent customer relationships. Key customer contact details are recorded and maintained in one place. If one team amends a customer’s contact details, everyone will have access to the new information and no time is wasted. Sage CRM provides managers and colleagues visibility on key customer information across the organisation. This removes over-reliance on individual members of staff for key customer information.