Four Ways ERP Helps Improve Customer Service (and why it matters)
Read time: 2.5 min.
The customer is always right; we’ve all heard the expression. Today the customer is not only always right – the customer always has options. In the past businesses, especially asset-intensive companies in industries like manufacturing, distribution, and high technology, turned to Enterprise Resource Planning (ERP) solutions to improve internal business processes.
We know why, improving internal business processes helps companies save on costs with higher efficiency and increased productivity. Now we also know, improving business processes helps improve customer service. Many companies are implementing ERP with not only their business operations in mind, but their customers as well.
“Make your product easier to buy than your competition, or you will find your customers buying from them, not you.” – Mark Cuban
Thriving companies today understand that modern technology is vital to streamlined business operations; it is vital to compete in the global market. Customers today have options. If they are not satisfied with their service, they will find another provider.
How Modern ERP Helps You Keep Your Customers (Happy)
“On average, the CEOs of U.S. corporations lose half their customers every five years.” – Harvard Business Review
ERP helps improve customer service by …
Streamlining backend business processes
An ERP system helps companies: deliver goods to customers faster, improve productivity, and implement inventory control. A modern system also fosters better customer communication through reliable lead, opportunity and quote tracking. Other business benefits of ERP include:
- Streamlined shipping operations
- Stronger supplier relationships
- Automation of manual processes
Matching supply with demand
A modern ERP system helps with order fulfillment by connecting sales order management to fulfillment management. Users can set service levels and assign inventory to customer sales orders. Depending on customer needs, the user can assign:
- Priority scores for customers
- Service level rules
- Supply locations
Once settings are defined for individual or groups of customers, the system can automate fulfillment based on these preferences already assigned. Learn more about fulfillment management.
Improving user experience
When backend business processes are modernized and streamlined, customers reap the reward. Companies with modern ERP can provide better service because they have a holistic view of the customer including all customer history. This information allows the business to prioritize the best customers and automate any discounts for long-term customers. The improved shipping operations allows for reliable order tracking and shipping notifications.
Modern ERP can integrate with systems like ERP2Web to connect the warehouse with a user-friendly online ordering system, so customers can place an order that much easier.
Enabling access to the information you need to better serve your customers
ERP enables better distribution of information across internal teams within the company. With a modern ERP system companies have:
- Timely real-time information that is easy for non-IT users to access
- Integration between front office and warehouse
- Vendor scorecards
Increased customer satisfaction leads to customer retention and business growth. Contact us to learn more.