{"id":9418,"date":"2019-11-21T06:09:11","date_gmt":"2019-11-21T06:09:11","guid":{"rendered":"https:\/\/ca.syspro.com\/blog\/how-erp-takes-the-customer-experience-to-the-next-level\/"},"modified":"2021-03-04T14:50:42","modified_gmt":"2021-03-04T14:50:42","slug":"how-erp-takes-the-customer-experience-to-the-next-level","status":"publish","type":"post","link":"https:\/\/ca.syspro.com\/blog\/erp-and-technology\/how-erp-takes-the-customer-experience-to-the-next-level\/","title":{"rendered":"How ERP Takes the Customer Experience to the Next Level"},"content":{"rendered":"

A couple of decades ago, the expression \u2018customer experience journey\u2019 was virtually non-existent.\u00a0<\/strong>\u00a0Although businesses had placed the customer at the center of their operations, many customer touchpoints remained an open secret. In fact, it was not until the 1990s, or the internet-driven \u2018decade of discovery\u2019, that businesses had a more honest view of what their customers were thinking and feeling along the end-to-end customer journey.<\/p>\n

<\/p>\n

Today, statistics show that investing in customer experience (CX)<\/strong> <\/a>has a huge return on investment benefits. The Temkin Group<\/a>\u00a0found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within three years of investing in customer experience.<\/p>\n

There\u00a0is therefore a digital opportunity in investing in the right ERP technology to\u00a0elevate\u00a0your operational efficiency\u00a0to\u00a0enhance\u00a0customer loyalty.<\/p>\n

AI-enabled\u00a0ERP\u00a0Ensures Always-on Communication<\/strong><\/p>\n

A\u00a0study by Deloitte showed that 92 percent of organizations that view customer experience as a differentiator<\/strong> offer multiple contact channels.\u00a0AI has given rise\u00a0to\u00a0new ways\u00a0of\u00a0retrieving\u00a0information\u00a0through\u00a0intelligent and human-like\u00a0voice and text enabled chatbots.\u00a0Chatbots,\u00a0which answer and even predict customer queries,\u00a0automate customer service to free up resources in the business. For example,\u00a0sales managers\u00a0can\u00a0make enquiries\u00a0such as stock\u00a0availability\u00a0around the clock and from across the world, even while\u00a0colleagues\u00a0are sleeping.\u00a0As a result, customers can expect always-on\u00a0service\u00a0delivery.<\/p>\n

Last year, \u2018Ken the bot\u2019 was introduced as part of SYSPRO’s new ERP software solution,<\/strong> <\/a>aimed at helping manufacturers and distributors to automate and streamline processes and information through natural conversations with the Bot. It\u00a0<\/strong>lets organizations expose certain business functions to their Operators, Customers, and Suppliers, over everyday channels, letting them conveniently surface information and perform actions from anywhere, at any time.<\/p>\n

Human interaction\u00a0takes\u00a0center\u00a0stage<\/strong><\/p>\n

Although chatbots allow for a level of flexibility and unfailing customer access, they won\u2019t replace the human element. Human interaction should still be at the core of your customer relations strategy.\u00a0\u00a0\u00a0AI and machine learning enable quicker analysis and decision making,<\/strong> <\/a>by learning from the past through the application of algorithms and statistics to historical data. These patterns reveal trends and predict future outcomes, resulting in actionable insights for real people to proactively manage customer relationships.<\/p>\n

Customers demand quicker response time<\/strong><\/p>\n

Whether you operate a small-scale factory or a\u00a0large-scale\u00a0multinational network, a vital\u00a0part of\u00a0improved customer\u00a0experience is the ability to\u00a0have\u00a0visibility\u00a0across your entire supply chain\u00a0in order to offer customers quicker response time\u00a0and access to products where and when required.<\/p>\n

ERP allows you to connect and monitor every facet of your business\u00a0\u2013 it\u00a0can assist with the reduction of\u00a0planning cycles,\u00a0timely delivery of products, with minimal on-hand stock,\u00a0the enhancement of\u00a0production scheduling and the\u00a0automated\u00a0generation and management of purchase orders.\u00a0This means that companies that can deliver a better product to market\u00a0faster, gain\u00a0the competitive\u00a0advantage, and businesses that can anticipate demand as well as build and participate in strong supply chains have a substantial edge over those that do not.<\/p>\n

Customers\u00a0are calling for real change<\/strong><\/p>\n

According to Nielsen\u2019s recent global sustainability\u00a0report<\/a>, 81 percent of respondents feel strongly that companies should help improve the environment by implementing programs to this effect. Customers are therefore demanding that manufacturers enter the circular economy. This refers to the reuse of resources and the decrease of waste. Each product at end-of-life becomes a new resource rather than merely being discarded. It recognizes the value of waste items, repurposing them as alternative resources that can be used again and again in a circular goods cycle.<\/p>\n

The practice of sustainability therefore also impacts the customer experience journey because customers demand that businesses operate according to a bigger purpose. A sophisticated technology system such as ERP should be used to store and converge all types of operational data to optimize the green outcome.<\/p>\n

Ultimately your customer experience strategy needs to integrate ERP in order to allow\u00a0manufacturers to\u00a0offer customers a seamless experience<\/strong><\/a> and not just an end product.<\/p>\n

Customers expect always-on communication, product visibility, and a business to be underpinned by purpose. Customer expectations and business strategies have certainly changed over the past ten years, but the good news is that the right technology is available to address their unique needs and deliver on the end-goal.<\/p>\n","protected":false},"excerpt":{"rendered":"

Reading Time: <\/span> 3<\/span> minutes<\/span><\/span>A couple of decades ago, the expression \u2018customer experience journey\u2019 was virtually non-existent.\u00a0\u00a0Although businesses had placed the customer at the center of their operations, many customer touchpoints remained an open secret. In fact, it was not until the 1990s, or the internet-driven \u2018decade of discovery\u2019, that businesses had a more honest view of what their … Read more<\/a><\/p>\n","protected":false},"author":133,"featured_media":7690,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[126],"tags":[276,283],"class_list":["post-9418","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-erp-and-technology","tag-erp-and-technology","tag-erp-and-ui-and-ux"],"acf":[],"yoast_head":"\nHow ERP Takes the Customer Experience to the Next Level<\/title>\n<meta name=\"description\" content=\"Statistics show that investing in CX has huge ROI benefits. 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