ERP systems work as the backbone for any business, sitting at the center and connecting several silos that hold critical data. They serve to help the senior management of the company as well as the front-line employees to better their decision making and learn the dynamics of their business in-depth.
While ERP systems come with a vast number of capabilities, one very important area where they prove to be extremely effective is customer satisfaction.
Just about every business relies on return clients to keep their business going and growing. This means it’s necessary for every business to keep their customer service and support game strong. An ERP solution can lay an important role in creating this advantage. Here’s how.
1. Improved Customer Response
ERP is all about putting up data together. When multiple streams of data are organized, a company starts understanding customer issues more proactively that helps them provide optimal solution during customer support calls. Less time for better problem resolution automatically results in better customer satisfaction.
With ERP, you also get to track your customer service performance against key indicators. ERP analytics allow you to identify areas of improvement so you can focus on the right things and make your service even better.
2. Streamlined Customer Service Processes
The best ERP systems are equipped with operational intelligence. This means advanced analytics, real-time data, better dash boarding and artificial intelligence all come together to assist you in smart decision-making.
This automation and improved operational intelligence can iterate their customer service operations on the basis of up-to-the-minute changes in customer interaction. Faster customer handling and higher efficiency of service order management makes your customer service business processes better and more effective.
3. Higher Customer Retention
ERP systems help you maintain complete and up-to-date records of your entire customer base assisting you in life cycle management of the customers’ assets. Customer support agents will have access to all the details related to customers making their responses and solutions on point.
Moreover, companies will have accurate information about inventory and stock allowing them to meet delivery deadlines as per the expectations of the customers. All of this leads to higher customer satisfaction and loyalty.
4. Competitive Pricing, Customized Products, and Discounts
Better data management, enabled by ERP, helps organizations tailor products to meet the needs of specific clients. With the help of an ERP solution, you can track all of your customer orders with respect to quality, frequency, style, and other indicators. It also notes down your customers’ discussion with salespeople regarding products, pricing, etc.
All of this information can be utilized to improve your sales by offering each customer what they want. For example, you can offer discounts when the total dollar amount of orders exceeds a certain level each month.
You can even customize products. For example, if a client needs its logos printed on a bulk order, you can have that information available and quickly calculate the additional cost to quote your offer price to the client.
Customer service is more important than ever before. If you want to succeed in a highly competitive industry, a robust ERP solution can help you ace your customer service.
Alpide ERP brings you the best of ERP solutions. Visit us today for more information.
