CRM, Digitization

From web to service: will you have to re-invent yourselves?

Andreas Eichhorn10/21/2019

Digitalization is a real challenge, but it also opens up brand new possibilities. What looms on the horizon of the digital transformation process is digital integration. This means brand new possibilities for companies. In this blog, we’ll tell you what’s involved and how your business stands to benefit.

What is digital transformation?

Digital integration is an essential condition for mapping overall processes. It hinges on the establishment of a shared database, accessible from different departments and systems. This gives you an overview of the entire end-to-end process from the supplier to your own company and all the way to the customer.
To achieve this, specialized solutions are compiled on a single platform on which modern functions such as cloud, ERP, BI or apps can be tied in with the ERP system.

What’s the technology behind it?

Process integration can only work if all the systems are able to easily communicate with one another. This is achieved by using a shared data platform such as Microsoft Common Data (link to Common Data blog) or by setting up an interface with the cloud.

How can your business benefit from digital integration?

Integrating all digital platforms can make your company’s processes more efficient. What’s more, it can open the door to entirely new business models.

A central data point

CRM and ERP systems compile different sets of mutually complementary data. All available customer data is logged in CRM, while the ERP compiles back office information from departments like Production Planning, Warehousing, Sales, Accounting, etc. Without integration, the data sets cannot be coupled automatically and are practically stored in two separate containers. If the ERP system and CRM system are connected to each other, you can map the entire process. What’s more, your staff will no longer have to maintain double sets of data in two systems. Not only does this save time, it also reduces the risk of human error.

Better customer service

In today’s competition-based business environment, no can afford to have anything but flawless customer service. Integrating your ERP and CRM data gives you a full perspective of your customer base. You’ll always know just what your customers want and need, and you can use this knowledge to optimize your customer service.

More efficient workflows

It’s no secret that a company that makes good use of technology runs more efficiently. Integrating your business systems and applications allows your employees to collaborate and communicate more purposefully, resulting in higher productivity. It also makes it possible to streamline and automate existing business processes to create newer, more efficient processes. As an example, consider how you might optimize a warehouse arrangement in which single parts automatically “re-order themselves” as needed.

Smarter decision-making

Digital integration offers optimized data collection and centralized dashboards for business analytics. This data can be used to support innovation initiatives and bolster decision-making.

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Andreas Eichhorn
Senior Project Manager & Business Development Manager | COSMO CONSULT