In the manufacturing technology world, we talk a lot about the back-office business benefits of enterprise software solutions. Things like profits, savings, production, and efficiency. While these are certainly worth a lot of attention and analysis, there is another business area that is equally impacted and improved by enterprise software, but less frequently discussed — the customer experience.
It is impossible to have a thorough discussion about the impact of business technology on the customer experience without mentioning the other half of the enterprise software equation — customer relationship management (CRM). Both ERP and CRM are used to improve a business’s operations, data analysis, and profits. CRM differs from ERP in that it deals primarily with marketing, sales, support, and service, rather than finance, manufacturing, and business operations.
Similar to the capabilities of ERP, CRM organizes, automates, and synchronizes sales, marketing, and customer service. It provides on-demand access to real time customer information — contact information, communication logs, purchasing histories, asset records, and more. It centralizes sales and lead generation processes, integrates with marketing and billing platforms, and keep track of support tickets. CRM systems are able to view forecasts and anticipate sales needs more effectively.
The best CRM solutions for manufacturing also integrate with ERP for even bigger business benefits.
Integrated CRM allows for more detailed customer, order, and invoice information to help business as well as customer interactions run more smoothly. Quick, simple, and effective experiences encourage repeat business, in turn increasing profitability.
This solution also helps identify sales opportunities and drive results by using sales management tools, analytics, and proactive alerts to prompt accurate forecasting. With Infor CRM, you can maintain a comprehensive database of vendors and suppliers to effectively maintain supply and demand and improve inventory management.
According to solutionsreview.com, “a well-integrated CRM application within your ERP system can give [clients] the confidence about their customers in three ways:”
Infor CRM integrates seamlessly by design with Infor CloudSuite Industrial (SyteLine) ERP solution to further assist with your manufacturing operations needs. You can even track performance and processes on the go with its handy mobile features!
Want to get started with Infor solutions? Contact Guide Technologies. We are an Infor Gold Channel Partner with over 20 years of experience helping manufacturers find, implement, and optimize software solutions to grow and improve their business.