One of the more frequent integrations that can be done with Microsoft Dynamics CRM is to share data with a backend ERP system. The customer data that sales, service, and marketing teams are working with in most organizations drastically differs from what the accounting team sees in the back office. And why wouldn’t it? The people on the front end who deal with the customers on a daily basis more than likely don’t have the expensive licenses to access the back end systems so they make updates where then can, in the CRM system. Having data that is perfectly in sync between systems is nice, but what can that mean for the company’s bottom line?
As an example, giving more visibility to order and invoice data gives your business some insights it might not have had in the past.
- Easily see who your top customers are – target them for special promotions
- Determine if a customer is profitable for you – compare sales dollars versus service calls
- Quickly see invoices that are outstanding – don’t wait for the aging report to come out at the end of the month
In days past, leads from your website were probably sent via email to a single designated sales or marketing person in the office. With just one person following up, often times this results in slow or forgotten responses – not to mention almost no way to gather any metrics on the types of leads you are receiving. Why not write the customer information directly to Dynamics CRM? Once the integration is created, this allows you to do things like automatically schedule a phone call for one of the sales team to follow up or have an email reply sent out listing your current incentives – all without having to engage the website developer.
As the push to reduce costs and go green continues, managing your vast array of electronic content can become a challenge. An Enterprise Content Management system like SharePoint or DocuWare is the smart replacement for the shared network drive of old. Being able to categorize, index, and perform full-text searches on files can make retrieval a breeze but giving users a contextual view of files related to a customer can drastically increase the usefulness if they don’t have to open another application.
By, Jason Lattimer, Software Developer, Avastone Technologies LLC, Microsoft Dynamics CRM Partner – Fox Cities and Milwaukee WI