Solving Biz Problems With SugarExchange: Session 4:

transcript

CRM and ERP Integration: Real World Ways to Make the Front and Back Office

One Office

Solving Biz Problems With SugarExchange

David Faye

CEO Faye Business Systems Groupwww.fayebsg.com

https://twitter.com/#!/FBSG

Tweet: #SCON12

Overview

Introduction Why Integrate? / Benefits of Integration Different ways to integrate Overview of Integration Points Uses of Integration Integration Methods Examples of Integration with Sugar Closing Q & A

Introduction

CRM systems are primarily designed to bring together customer data from across the company and translate it into meaningful intelligence.

The promise of CRM is one 360 degree view of a customer.

Some implementations fail to achieve this because of a disconnect between CRM and the “Back Office”.

Many companies purchase their CRM and ERP applications from separate “best of breed” vendors due to business requirements, potentially resulting in the CRM system lacking visibility into back office data and transaction history.

Introduction

Resulting in: Departmental silos of information

Manual work / side systems / inefficiencies

Erroneous, inconsistent data & resulting poor decision-making

Slow Response Rates to Customer Inquiries

User Frustration

Introduction

The days are gone where it’s okay to keep CRM data separate from

ERP and accounting data.

Why Integrate? / Benefits of Integration

The aim of front to back office integration is to bring together disconnected business processes to:

1. Manage customer relationships more effectively

2. Reduce costs

3. Increase profitability

4. Achieve a long-term competitive advantage

Different ways to integrate:

One software that has both functions (Netsuite, SAP, etc.)

"best of breed" software that can be integrated together.

Overview of Integration Points

Customers

Inventory

Quotes

Sales Orders

Sales History

Open Invoices

Invoice History

Anything you want !!

Uses of Integration

Customer Views

Dashboards

Reporting

Workflow

Integration Methods

Export & Import Integration Tools (Talend, IBM Cast Iron, etc.)

Integration Applications

Sugar Integration Examples

Sage MAS 90

Intacct

Examples of Integration with Sugar

Sugar MAS90 Integration

Sugar Intacct Integration

Closing

The success of a companies CRM implementation and overall functionality, should not be judged or based solely on its front office operations, but how it interoperates with the back office — encompassing people, processes, departments, and applications.

Over the long term, companies using front to back office integration capabilities can expect to significantly decrease administrative costs, increase customer satisfaction, revenue, and build sustainable competitive advantage in an increasingly challenging marketplace.

Thank you

More information:

David Faye818-227-5130david.faye@fayebsg.com

Faye Business Systems Group6320 Canoga Ave, 15th FloorWoodland Hills, CA 91367

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Solving Biz Problems With SugarExchange: Session 4:

Technology