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ERP and CRM integration improves better customer experiences

For higher outcomes, your company requires important technical tools and approaches. You can improve productivity, simplify operations, and increase revenue with ERP and CRM integration. Business owners now consider these systems important. Nevertheless, most companies buy and use them independently.

However, companies have discovered that unified ERP with CRM software gives significant benefits.

Unsure of what these advantages are? In this blog, we will go through the major benefits of ERP and CRM integration and how they help your business succeed.


ERP vs CRM software

ERP and CRM software helps companies run more efficiently. However, both systems have different approaches, points of focus, and goals.

Organizations can handle routine company operations including accounting, procurement, project management, risk management, compliance, and supply chain management using enterprise resource planning (ERP) software.

Companies can design strategies, tactics, and tools for managing, maintaining, and acquiring customers using CRM (Customer Relationship Management) software. CRM software simplifies all sales and marketing communications, records customer interactions, and enables team members to contact customers directly through the portal (by email, SMS, or phone call).

Why CRM and ERP systems integration is important?

After clearing up the terminology, it should be obvious that both CRMs and ERPs have a lot to offer for companies. It's also true that these solutions have typically only been used in isolation, in part because of their complexity and variety of applications.

However, companies are becoming more aware of the reality that taking an integrated approach will benefit of ERP and CRM significantly. According to a Panorama report, 49% of companies reported significant business process improvement after ERP implementation and around 50% are planning on powering their business with ERP. On the other hand, CRM enables you to develop customized interactions that increase loyalty and improve marketing ROI. With ERP and CRM integration, your company can provide better customer experiences. In the end, it will promote customer loyalty and retention. Live software solutions can offer you a fast and easiest way to integrate with ERP and CRM systems.

In the following sections, we will talk about the benefits of ERP and CRM integration and how it serves the greater good. Live will enable these integrations seamlessly.

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Top 8 benefits of ERP and CRM integration

1. 360-degree view of customers

Your CRM solution will already provide you with a complete picture of your customers, but an effective integration with ERP will allow you to gain even more insight into them.

Having total insight over not only transactions, proposals, or service history, but also financial data and order/sales history, allows you to fully understand the needs of your customers, including their purchase behavior, order histories, and preferences.

With the use of these data, companies may create promotions and other initiatives that are specifically aimed at improving customer experiences and satisfaction. As a result, the chance of increased sales and new prospects is increasing. Without the ERP and CRM integration, the entire process would be more challenging and time-consuming.

2. Reduces the need for manual, error-prone data entry

Manually moving/updating data between an ERP and CRM, while required, maybe a difficult process that uses up a lot of time and resources. The outcomes can be terrible when you include the likely possibility of human error brought on by manual entry.

Data is automatically synchronized between the two systems when an ERP and CRM interface is in place. Additionally, your employees and resources are freed up to focus their efforts on enhanced power projects.

3. Reliable information

ERP and CRM systems both store data about customers. Due to this, customer data on ERP and CRM platforms are often duplicated.

However, the issue arises when both systems operate in isolation. If your systems are independent of one another, you will usually update the record in each platform separately. In general, ERP and CRM updates should be reflected in each other.

Duplicate data is a thing of the past when your ERP and CRM platforms integrate. Real-time, current, and reliable information repositories are now something you can anticipate. Dealing with enormous data is another benefit of your integrated platform. As a result, your company benefits from superior data-driven processes and outcomes. That’s why Live Platform is here to enable full process standardization over a powerful API center. Easily unify all systems and processes into one centralized place for maintenance.

4. Better employee collaboration

Higher productivity and efficiency are advantages of an integrated, connected workforce. Your company can make better decisions and offer better customer experiences when everyone is on the same page.

Each team previously used a unique set of comparable data. Therefore, it was nearly difficult to access the relevant information at any given time.

According to the Gallup report, engaged teams can drive 14% higher productivity which can eventually result in 23% higher profitability and, ultimately, 10% higher customer ratings. However, when ERP and CRM will integrate, your team can share and use the most recent information. Their chances of getting better, and more useful outcomes are increased.

5. Improved efficiency

Siloed systems may force you to spend a lot of time on arduous, manual operations. Automation of workflows and the management of processes are made simpler through integration.

Your teams will be able to stop doing manual, laborious tasks that waste time and money in this way. They can devote more attention to operations that are critical for your bottom line. At the stroke of a button, they can also enter transactions or edit or update information. The ERP and CRM integration ultimately saves your company money in labor costs and time. It reduces data duplication, which makes things easier for you and your teams.

6. Personalize customer experiences

ERP and CRM integrations help your company in gaining important insight into what customers may require or desire. If you have access to all the information stored in the back office, you can design products and services that are specially designed for your customers. To generate a single, dynamic customer profile, however, the appropriate technology must be used to merge this data with those from other online, offline, and outside sources. In order to recommend the best-fit offers and messaging for all of your digital commerce engagements, you may use this one view of the customer and AI.

7. Enhance customer relationships

Your team can actively engage with customers thanks to real-time information. You'll be able to predict your customers' demands and cut down on the time it takes to provide support. Your customers will therefore have better customer experiences.

Higher customer satisfaction as a result encourages repeat sales and customer retention. You may develop groups of loyal customers who will speak highly of your brand over time. Increased visibility, growth, and long-term success are the results.

8. True predictions

It is simpler to satisfy your customers with a fully integrated system. According to Economist Intelligence Unit study, illustrates how poor workplace communication can hurt the success of a workplace, it may result in:

  • Unfinished projects, in 44% of the cases:
  • Low level of employee morale, in 31% of the cases:
  • Missed performance targets, in 25% of the cases, and;
  • Lost sales, in 18% of the cases.

You can improve internal and external communication with a fully integrated solution. Better future predictions are also one of the advantages. Your CRM team may benefit from its help in producing accurate estimations and marketing campaigns. Additionally, the ERP experts will assist you in forecasting product demand. They will also be able to predict shipping dates more precisely. In general, you can manage business risks and make important business decisions.

The challenges of ERP and CRM integration

It can be a difficult procedure, even when the benefits are clear. When starting an integration,  keep the following in mind:

1. Make wise companies decisions

Successful integration requires a thorough evaluation of your needs, difficulties, and desired business results. However, there is frequently a mismatch between what IT specialists believe will work best for their stakeholders and what actually benefits their end users. To evaluate the requirements of your stakeholders and end users, the desired results for your company, and the skills of your internal IT team, think about using an outside team with experience integrating technology.

2. Set aside the necessary time and resources

Finding the correct skills and finding the time to dedicate to this important project can be difficult for lean IT teams. An experienced partner ensures that internal IT teams won't be distracted by other tasks, and buy-in from the top guarantees that time and resources are provided to focus on the integration. A third-party partner can help you develop a reasonable integration schedule.

Conclusion

Offering outstanding customer experiences will help you lead the way in the new rules of business. ERP and CRM integration helps boost company productivity and expand your customer base. The business moves too slowly without integration.

Are you looking for a software solution that can easily integrate ERP and CRM systems? Using a Life software solution is one of the quickest and simplest ways to accomplish ERP with CRM integration. Live is API ready and can be seamlessly integrated with a wide range of apps and systems.

Contact us today if you need assistance with your ERP and CRM implementation strategy and to learn more about our customer experience platform.


Learn more about how the Live product family can help you support and improve your customer experience strategy.

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