SAP Business One's keys to improving customer service

As you already know, there are differences between ERP and CRM. In this article, we go over the main features of SAP Business One and its CRM module to improve customer service.

We also briefly discuss the real need of companies to promote their relationships with their customers and their commitment to the brand.

Pampering the customer pays off

Before going into what an ERP can do for your company in terms of customer service, it is interesting to review two related concepts.

First and foremost, we are talking about customer satisfaction. This is an indicator that measures the relationship between a customer and a company, brand or service. There are several ways to find out how happy customers are, but one of the most effective is surveys. Concrete questions about the service offered will reveal whether your customers are happy or not.

If they are happy, you will achieve the second concept: loyalty. It is no secret that a loyal customer who comes back again and again is more profitable than those who buy sporadically.

Benefits of managing customer care with SAP Business One

SAP Business One has a CRM module that helps companies to provide the best possible customer service. How is this achieved? Discover the most relevant advantages below.

Learn to manage future incidents

The customer service system proposed by SAP Business One provides a history of incidents managed. This allows you to review past actions and see how specific problems were solved in the past. With this knowledge base, it will be easier for you to offer your customers a better response and learn from past errors.

Manage calls better

Providing a customer service number makes consumers feel more secure, as knowing that they will be able to speak to an agent if necessary gives them peace of mind. SAP Business One offers a system to quickly find out which products have been sold to which customers. This makes it possible, for example, to quickly identify of whether an intervention is required on site or whether the problem can be solved over the phone.

Personalised customer service reports

The reports offered by ERP reveal deficiencies in customer service. When you keep a record of them, it is much simpler to apply effective solutions. The reports generated by SAP Business One show general information about the effectiveness of the department, but also other more specific values.

Without going any further, you get a report on the average time an incident is kept open, calls in queue, agent response times and more. Isn't all this information crucial to improve service provision?

Support services under control

Sometimes customer service leads to technical assistance. If this is true of your company, with SAP Business One ERP and CRM you can quickly manage service operations, plan interventions and monitor all ongoing activities.

Customer service integrated with other departments

SAP Business One is a comprehensive process management software. This means that it enables companies to optimise all kinds of tasks and even automate them. Therefore, in addition to the benefits in customer service, companies enjoy many other facilities by implementing solutions such as these. Some of the most salient are:

• Automated billing. Sometimes customers are unhappy because they have been billed incorrectly. This is a frequent problem that customer service has to deal with. However, if many of the billing-related processes are automated, human error virtually disappears, and the payment experience is positive from the outset.
• Database consolidation. Having all a company's critical information in one place streamlines collaboration between employees. It also ensures that data is always kept up to date by the various actors involved.
• More effective marketing campaigns. The customer service department provides valuable information about a customer's satisfaction with the service provided. Taking this data into account, it becomes possible to undertake the most suitable marketing campaigns to strengthen or recover the relationship between the customer and the brand.
• Advanced analytics. Better decision-making is possible with comprehensive reports on the state of the business and customer satisfaction. ERP is able to convert raw data into easy-to-interpret graphics.

How to improve customer service with SAP Business One

After the analysis, it is clear that SAP Business One is a powerful tool to increase customer satisfaction and loyalty to your company. Relationship management, and many other processes, is more effective thanks to the various tools included in this software package. Now, what are the steps to implement them in your case?

Every company is a world unto itself. Your SME's sector can be radically different from that of other organisations, so now two ERP implementation processes can be the same. Therefore, if you want to your bring customer service to the next level with SAP Business One, you need to find a reliable partner to implement SAP.

At SEIDOR, we help all types of companies to increase productivity and profitability in all their processes. We do this with tailor-made SAP Business One integrations and by accompanying the management team from start to finish. Contact us now! We will be at your side so that you get the best results.