In this challenging market, businesses know that they really need to deliver on their customer satisfaction performance if they are to stay competitive and stay in business for that matter. Stellar customer service is not only important for generating new sales, its critical in maintaining the existing customer base that took a significant amount of resources and time to acquire.
How ERP, Enterprise Resource Planning, Software-Better Customer Service With Better Order Management
In this challenging market, businesses know that they really need to deliver on their customer satisfaction performance if they are to stay competitive and stay in business for that matter. Stellar customer service is not only important for generating new sales, its critical in maintaining the existing customer base that took a significant amount of resources and time to acquire. In order to meet high customer service expectations, companies are looking to their ERP, enterprise resource planning, systems and order management trouble spots with respect to accuracy, productivity, costs, and management visibility for overall process improvement and feedback. When an existing customer or new sales prospect calls in, orders need to be called up quickly and accurately to answer questions and provide feedback immediately. The ability to quickly satisfy a customer’s questions is critical to keep the customer happy, and to generate new sales. However, increasing the level of customer service also leads to additional costs for many companies which is why they are looking for enterprise solutions to help streamline the customer order management process to eliminate non-value added activities to cut costs and increase productivity while at the same time delivering higher customer service. ERP software can help organizations automate many business processes that had formerly required valuable human resources and manual data entry. Using traditional methods, it can take hours to prepare orders, enter the information, and archive the transaction. This highly manual, paper process entails multiple opportunities to make an order entry and order handling error that ultimately leads to confusion and an unhappy customer. Enterprise solutions can automate the administrative and data information processes and free up customer service resources to focus on higher touch, higher value added customer service activities. Another key benefit that enterprise solutions can deliver to companies is to get rid of the paper and automate company documents and to eradicate the paper shuffling and manual filing. The ability for a company to move away from paper documents and forms is critical. To highlight a few key areas, paper forms and documents yield higher order errors, a longer order entry process, increasing costs, misalignment of valuable customer service employee resources, and less control and management visibility. Service and performance on all of these areas can improve dramatically with the right enterprise software solution. The list of benefits an ERP solution can deliver to an organization are many, but the key areas of improvement realized by most companies are: 1. Increased visibility to the customer history, individual order history, and customer profile 2. Ability to prioritize customer orders and product orders 3. Increased customer productivity by allowing valuable resources to focus on higher value added activities. 4. Increased order accuracy 5. Lower costs 6. Higher Sales Selecting the right ERP software for your specific industry, business size and customer demographics can dramatically improve the above areas and more.