ERP Software Systems Are the Key to Keeping Customers

ERP Software Systems Are the Key to Keeping Customers

ERP Systems and Customer Service

Companies today understand that not only do they have to deliver a great product, they have to deliver the best customer service. ERP software solutions and the state of the art order management ERP modules are crucial tools in this effort. Order processing and order management cost, accuracy and visibility are critical components that determine the effectiveness of a business' customer service performance. In parallel, good customer service, with high accuracy and productivity also leads to higher profitability and higher competitiveness in the marketplace.

A key hurdle for many organization in their quest to deliver a best of class customer service experience is business processes and activities relying on paper. Even for companies with ERP software systems in operation, order processing that start out electronically often end up in a paper process somewhere down the transaction line. Paper transactions have dominated businesses and the tangible familiarity with paper processes has been difficult to eliminate entirely. Although many companies may achieve acceptable levels of customer service via paper processes, paper transactions contribute no value to customer service levels. In order to achieve the highest levels of customer service and profitability, and ERP system must be implemented to create a 100 percent electronic transaction.

Implementing ERP software solutions focused on automation and electronic transactions are a high priority for many businesses across the globe. ERP software applications on the market today focus on creating a paperless business environment by helping companies standardize business operations and automate all feasible business processes that are currently processed manually. In general, the goal is to automate all documents that drive business processes.

Manual processing of orders and information takes significant human resources and creates a maze of touch points, each one with the potential to sabotage an order, create unnecessary cost, anguish, and deliver a poor customer service experience. Automation through enterprise systems and ERP applications, particularly with low value business processes, will increase the visibility of the order management life cycle allowing companies to analyze, troubleshoot, prioritize and verify valuable customer orders and interaction.

ERP vendors today are delivering enterprise solutions that focus on optimizing customer service experience by delivering the traditional benefits of enterprise software applications such as increased productivity, profitability and data accuracy. The focus on the customer service functionality is an important factor that should be considered in an organization's ERP software selection process.

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