Business processes are fundamental building blocks of an organization’s success. Technologies that focus on process improvement and management are critical for profit maximization. In an ideal business world, organizations are expected to run like clockwork with cross-department tasks being accomplished from a single place, utilizing digitized systems to integrate their customer relationship management (CRM) and enterprise resource planning (ERP) systems. However, this remains a pipe dream as several organizations continue to rely on outdated workflow technologies, continuing with a hodgepodge of non-integrated systems.
To succeed in today’s hyper-competitive world, it is imperative that organisations leverage their existing pool of people and processes to the maximum to boost operational efficiency. While CRM and ERP systems are well equipped for the task they are designed for, these systems operate individually, forming data and application silos of their own, resulting in data duplication, errors, waste of time and resources. Most organisations relate with this challenge however they find it difficult to make changes due to factors such as money and time investment required in new systems and, inflexible, outdated systems lacking integration capabilities.
IBISM’s software solutions make such integration easier and affordable, linking the existing processes and data from systems such as CRM and ERP, making the task of retrieving information and combining with other systems seamless. IBISM’s solution follows end-to-end encryption and other state of the art security protocols to ensure that the data remains safe.
Most the organisations run a number of workflows every day, including management approvals, sales orders, or product planning. Most of these processes communicate with information stored within an ERP system. Generally, ERP systems are implemented as prefabricated applications, making it difficult to integrate two or more different businesses in an organization. For e.g., for an organisation that wants to integrate two ERP systems, if these ERP systems are from the same vendor, they can be easily integrated. However if the ERP systems are from different vendors they will be difficult to integrated them as they follow different architecture. In order to achieve the desired integration, organisations have to rely on expensive suite of applications, based on proprietary interfaces, generally promoted by ERP vendors for significant additional costs.
A number of ERP systems include a level of workflow automation, which might fulfil the requirements of an organization in some cases. However, most ERP systems come with limited functionality for workflow automation, making it difficult to create customized and complex workflows.
Organisations are demanding greater flexibility, deeper functionality and ease of implementation at a lower cost, which might not be possible with ERP suites.
A workflow automation solution can operate independently, but they can also integrate with CRM or ERP, as required, utilizing the performance of a robust workflow engine with the backend database capabilities of an ERP system.
An integrated workflow automation solution enables organisations to capture, process, and act upon most data automatically, while feeding it into a comprehensive information system, eliminating excessive data entry and duplication of efforts. Critical processes such as Invoice processing, employee onboarding, order fulfilment etc., which rely on error-free input, retrieval and routing of data would benefit greatly from this type of integration.
This translates into a happier, more productive workforce, increased operational efficiency, and reduced cost – which ultimately leads to bigger profits and a major competitive advantage for your business.
Below are some common applications of workflow automation which can be integrated with CRM:
Sales Process Automation
Sales manager could be notified when high-quality leads been entered into the system. Using field-dependent triggers, the sales manager can be alerted when a business with more than a certain value is entered into the system. Workflow automation through CRM can automatically generate follow-up reminders for the salesperson in charge of the account, and also allows the team to see where the lead is in the pipeline and receive notifications about any change in the status of the account.
Acquiring a new customer is ten times harder than retaining one, hence it is important for account managers to keep tabs of accounts nearing the expiration date. Using time-based triggers, a workflow automation solution can notify the account representative about the approaching expiration for a client and can also set up intervals in advance of the close date. Such a solution can automatically notify the client about the impending expiration date, and offer them customized renewal options. Workflow solution can also send alerts about a high-net-worth account to higher management, enabled more focus on them.
To achieve high standards of customer satisfaction it is essential to quickly respond to issues and resolve them efficiently. Using conditional triggers, workflow automation can notify the salesperson related to the account when a complaint is lodged. It also enables sharing of periodic updates with the customer about the progress made on a case.
To conclude, organisations would not be able to make the most of the speed, control, and quality enhancements coming with workflow management solutions, unless they are integrated at the front and backend, and can be easily deployed across the entire organisation. To find out how your company can benefit from integrated workflows please get in touch.