Keep Client Contact Info in Microsoft CRM or ERP?

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In theory, a company should rid itself of all “silos” of client information, and have everything stored in one central spot. Unfortunately, that isn’t always possible. Sales and customer service will be using one set of tools while accounting is using another, meaning client information is often stored in at least those two spots. Add in other areas of your business, and it is easy to see how many companies today will have multiple sets of the same client data in disparate systems. The good news is that with integration and web services, you can easily get all that data talking to each other, and have your client data sync. The question then becomes – what system will house your Master File information? In other words, when the ERP set of data does not match with Microsoft CRM, which system will override the other?

The answer should be: Microsoft CRM. That answer may send shivers up the spine of a controller or CFO, but it should not, for 3 reasons:

  1. CRM is the main client look-up point. In today’s business environment, your clients are going to want to self-serve many experiences with your company, in the form of support requests, registering for events, and other contact points. You DON’T want to open your ERP system to the outside world for that self-service; therefore it will be taking place in your CRM system through various portals and other interfaces. Your CRM system needs the most up to date and current set of data
  2. Control still is maintained in ERP. Controls can be set up so that CRM can’t completely override ERP data. While it does make sense to have your CRM data be able to update your ERP data as far as contacts and addresses go, it also makes sense to have controls in place to not let that get out of hand. Workflows and alerts can be set up so that when an attempt is made to override data on the ERP side, it first needs approval to do so
  3. CRM address info is used more often. Other than billing, there is very little need to have an address in your ERP system. That is not at all the case in CRM – mailing, promotions, holiday announcements etc., are going to be driven from CRM. Since address and contact info is more crucial on that side of the house, you need to make sure that that info is correct – and have it filter to the ERP side rather than the other way around.

For more information on getting your ERP and Microsoft CRM data in sync, please contact Intellitec Solutions at 866-504-4357.

By Intellitec Solutions, a Microsoft CRM partner serving Delaware

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