A few a long time in the past, the phrase “Why customer experience is Important” didn't exist Although organizations had positioned the client in the middle of their enterprise operations, many buyer touchpoints throughout the product lifecycle were missing. In reality, it was not till the late nineties that companies had a more honest opinion of what their clients have been excited about their model and suggestions concerning the end-to-end customer journey.

The ERP and Customer connection:

Your prospects’ notion of your organization’s model and their buying conduct is immediately tied to their end-to-end expertise with your firm’s services and products, websites, mobile apps, customer support centre, marketing & promotional supplies and lots of extras. Based on a Harvard enterprise assessment – On common, the CEOs of U.S. companies lose half their prospects every 5 years. So, while you ship constructive buyer expertise, you’re contributing to the growth of your company by creating happy clients. With the increase in buyer satisfaction, you’ll see elevated buyer loyalty, constructive word-of-mouth referrals and thus all contributing to a rise in your backside line. Whether you use a small factory or a large-scale multinational group, a significant part of improved buyer expertise is the power to have visibility throughout your whole supply chain so as to provide clients with faster response time and access to merchandise the place and when required.

Today’s clients have limitless choices for researching and buying products, with online sales and new digital channels offering not only transparency into pricing however precise purchasing expertise for thousands and thousands of customers around the globe. The essential perpetrator on this problem is that historically ERP software was constructed to serve the needs of internal staff and never prospects, not to mention the buying and selling companions which can be an important part of any fashionable enterprise. ERPs have been designed extra across the group’s enterprise processes as a substitute for consumers. Even with the appearance of recent designs for outdated programs, they wrestle to get away with the legacy of their architectures and therefore end up building integrations or scattered customer information throughout the enterprise. Your ERP’s means to successfully deliver on buyer expectations is more and more depending on:

  • Highly integrated and automatic workflows between numerous departments of the group
  • 360-degree view of customer information
  • Real-time visibility throughout the full supply chain in an effort to present the quickest and correct response to prospects

Below are the varied methods, an ERP can be utilized to offer improved and efficient customer support.

Improved Customer Experience

Modern ERP applications is an integrated system and it has just one database for all of the modules. For instance, in case your provider is your customer as nicely, it could keep each item of data instead of sustaining duplicate data. Since, the identical data is shared throughout numerous departments (similar to Inventory, Purchasing, Order Management, Payables and Receivables and so on.), there isn't a disagreement or confusion associated with data amongst the departments as everybody has entry to an identical set of data. This helps in coordinating the workflow between numerous departments and there's a lesser probability of miscommunication. The clients will obtain identical info throughout all of the channels and there might be no discrepancy relating to the merchandise. Backed by ERP info, your buyer help is best ready to offer correct, sooner and extra impactful customer support.

Order Management and Inventory Management

Customer experience isn't only about simply offering a top quality product but also, delivering on the promised date. We all know, how irritating it will be to seek out the merchandise, we ordered, is out of inventory and couldn't be delivered. ERP instruments can assist you to preserve inventory ranges by automated reordering possibility, as quickly as shares drop beneath a threshold level and predicting buyer demand. Another disappointing customer experience is the delayed supply of customer goods. Even although, it's the final stage of the method, however as per the customers it's the most important one. ERP can assist to make sensible commitments because it holds all the small print concerning the product, stock and client in the same database. These particulars can be utilized to show promise dates to buyer throughout the ordering process.

Competitive Pricing

Today’s market is cluttered with competitors, so it is extremely vital to maintain the costs aggressive as prospects have many choices to analyse and select from. ERP performs excellent in protecting the costs aggressive because it helps in decreasing the stock and work in course of which suggests there might be a lesser value related to manufacturing. ERP can predict buyer demand and primarily based in your vendor’s lead instances and sophisticated pricing algorithms, it could possibly provide pricing in actual time (an instance is  Airplane’s ticketing system). If you as an organization can handle offer the standard items at an aggressive value then you'll not solely retain the shoppers, but additionally, entice extra prospects and provides an edge over your opponents.

Customer retention

Customers are the first property of an enterprise and therefore it is extremely important to deal with them nicely and retain them. 70% of the customers go away as they consider that the corporate is detached to them. ERP maintains all of the data of the client and helps the corporate to grasp the life cycle administration of the client’s belongings. With the assistance of Installed Base, they have all of the access to the small print of the customers turn into more correct and may reply all of the queries of the customers. For instance, for product warranties, it's essential to retailer the Install Date and places in an ERP software, so you may provide returns. Having correct details about your clients’ possession permits improve buyer satisfaction and reduce in buyer churn.

The effective decision of customer’s queries

With the assistance of CRM (Customer Relationship Management), corporations can monitor the conduct of the purchasers which allows the businesses to grasp the buying behaviour of the shoppers and different important statistics. Answering the queries of the purchasers is probably the most essential part of customer support and is essential for the enterprise. More often than you'll assume, prospects get annoyed when the agent doesn't present the required data in a single call and requires a follow-up call. ERP solution makes information accessible from all modules in a single place and permits the client name middle to offer extra efficient resolutions as they'll enter all the small print about your earlier interaction with the shoppers and therefore, they'll deal with the queries of the shoppers more effectively which makes the enterprise extremely aware of the needs and calls for of the client.


Customer service is providing the absolute best expertise for customers on the level of sale. It can also be about delivering high-quality products at the proper price. If the shoppers are completely satisfied and happy then the revenues will multiply. ERP is the software that can be utilized to reinforce the efficiency of your corporations and empower them to offer higher customer support.

Author's Bio: 

A business solution centric Odoo Consultant and IT professional with about 11+ years of experience spanning Odoo delivery, Sales, pre-sales, Odoo product development, Odoo business consulting, outsourcing & ADM services in leadership positions.

• Has headed Practices for Enterprise Solutions ( SAP, Baan & Odoo )

• Experience across domains likeSales and Marketing, Logistics, Manufacturing, Retail, Chemical, Automotive maped to Odoo

• Extensive experience in large program delivery & business process transformation consulting (Odoo Consultant) for multiple programs

• Demonstrated experience in designing new product & service offerings and executing global Go-To-Market strategies for new offerings for new market penetration

• Proven leadership skills with balanced focus on people, processes & technology

• Pioneered the use of ERP systems in various Processing Industry

• Worked as Process Heads of Marketing, Sales, Purchase, HR, ERP Project deliveries and also worked as Business Heads for many companies like IBM, JKT, Denave India, FCS and presently at Apagen