In large organizations, we often see that ERP and CRM software are integrated to deliver a high-quality service to the customers. ERP sharply focuses on managing your business processes which ultimately improves your customer service. On the other hand, CRM is focused solely on managing relationships with your customers.
Therefore in order to have a very clear understanding of how ERP can help in improving customer service we have the following methods:
Optimize Interaction with your Customers:
ERP gives you an opportunity to take the relationship with your customers to the next level. With greater clarity about your customers, it proves helpful to design inbound marketing strategies, outbound marketing campaigns and increase the effectiveness of your sales operations. Furthermore, it minimizes your total cost of ownership while affecting managing your customer relationships.
Quickly Provide Quotes:
Your ability to quickly provide quotes reflects the efficiency of your organization. The customer service module helps you to furnish details of customer-specific product configuration and pricing. Your sales force is fully aware of the inventory levels of the particular product and production resources available in real-time so that the right quote can be instantly given to the customers.
In the cases where customers furnish the raw material and give it to the manufacturer for processing, CFI processing helps you to plan, request, receive, store and issue CFI goods.
Customer Asset and Service Request Management:
ERP helps you to realize the life cycle management of customer assets substantiated by records, customer files, service history, key component services and past service processes. Customer support gains prominence after-sales. To maintain a long-lasting relationship with your customers, you must deliver an efficient service call response. ERP manages all customer-related information, their assets, contact, past activity and service request process to provide a satisfactory service to your customers.
On-time delivery is crucial to win over your customers. They are indifferent to the internal problems of your organization. ERP empowers you to build your organization’s strength to quickly respond to your clients’ needs. Clients can do real-time tracking of their orders.
The quotation process gets complex where product design, product offering, purchase order and requirements change at a short notice. ERP makes it easier for your employees to manage quotations and invoices without causing any confusion within the departments. All the departments are updated in real-time, so any critical change in the purchase orders does not go amiss. Moreover, it saves you a lot of money while handling big projects.
To maintain the continuity of workflow, it is essential that every department is ready for its turn. Event alerts are workflow tools that keep all the departments informed about the status of the order till the time it is delivered to the customer.
Once the department is aware of the status, they can make timely arrangements for the resources required to finish their respective task in time whether it is manpower planning or machine productivity. Therefore, any shortage of labour or machinery is anticipated.
What all this means to you and your Customers:
ERP by all means is fully capable of delivering excellent customer service. The features documented above have been realized by the leading organizations using ERP with customer service and order management modules.
In a competitive market, it is usually difficult to differentiate your product or service. In such a scenario, differentiating your customer service gives you an edge over others. As a general practice, always keep competitive differentiation as the focal point while customizing your ERP software. If you are able to keep your customers happy, your revenues will multiply. Wants to know more about exactllyERP? Feel free to Contact Us and get a Free Demo.
Nice blog, interesting to read.