BAD CRM CAN KILL (COMPANIES)

With the advent of the social customer, businesses nowadays have to be far more careful in their interactions with buyers. One miffed customer can spell a PR disaster for companies.

Socila media Expand ERP

When Jeff Jarvis bought a Dell computer which soon malfunctioned, his repeated calls and mails to the customer service were met with either stony silence or unhelpful automated responses. Becoming disgruntled with the service, he wrote a scathing review on his blog, entitled “Dell Hell” that was shared widely across the internet. Around 10,000 people saw the post each day and shared their equally negative experience with the company. The top management only took notice when the story was shared in the mainstream media – almost too late. The company quickly jumped into action to assure Jarvis and the other bloggers that the matter would be fixed as soon as possible; however, the PR damage was done. In 2006 the company announced that it would be spending $100 million and ‘a lot of blood, sweat and tears’ to fix the issue. A costly disaster to say the least.

In today’s world, where each and every disgruntled customer may lead to a public relations disaster for a company, it becomes essential for businesses to deploy a smooth customer relation management program. To survive in this social setting, a solid CRM system is vital.

A good CRM system gives companies the following key advantages:

  • Allows customers to have seamless interactions with relevant persons in the organization to answer their queries and issues
  •  Gives greater automation to routine processes saving valuable time and resources for the company
  • With data analytics, it enables companies to predict their most valuable potential customers – and ensure optimal contact to secure their loyalty
  •  Creates a faster, more efficient customer relationship system
  •  Increases word of mouth publicity and sales

Had Dell employed a more thoughtful approach to their CRM strategy, perhaps it may have been able to save its blood, sweat, tears and money.

Contributor : Vidushi

Think before you build your own IT infrastructure

Due to the sheer complexity and volume of business, setting up on premise IT infrastructure is the first thing that comes to mind. It is costly. Maintaining IT with in-house or third-party support team is unmanageable.

Regular upgrade, update, patches, security fixes, troubleshooting compatibility issues are important for smooth business operation. Troubleshooting a software issue or printer issue or fixing hardware can sometimes take days due to limited in-house knowledge. Depending on third party can be time consuming due to their response time. For business, IT issues can cost dearly. It can lead to missing order deadlines and business can even lose customers. 
Every business or individual today is online on internet most of the time. We all use hosted applications in some way or the other like emailing, social media, file sharing or shared drives. With the increased penetration of Internet, more and more companies are looking to adopt more flexible, manageable and scalable infrastructure. The primary concern of the business owner is order fulfilment and customer retention. For proper management, Businesses needs undisrupted information flow and complete visibility of business. Moving to Cloud is the first step to empower the employees with world class IT infrastructure and better business continuity.  
 

Adopting Cloud is only one half of the solution. The other half is upgrading your legacy business application to Advanced Cloud based Enterprise Application. There will be advisors and providers for work arounds / patch for legacy applications but soon you will realise the pitfalls. In the globally competitive marketplace, your employees need robust and flexible application, that can custom fit the business and automate repetitive workload. This is ideal and most desirable solution for business success. This will lead to better efficiency and productivity. We at EXPAND ERP help mid-market with integration and automation to take advantage of latest in technology.

Contributor – Vineet

Importance of ERP Software in any business

Business is dynamic. The complexity of business is increasing manifolds. Aggregators and virtual market place is making business highly competitive. Disruptive technology like smartphones, mobile apps have revolutionised the way people transact.  
Importance of ERP - Expand ERP
Businesses with basic and legacy software are finding it extremely difficult to manage business. ERP software is indispensable for any business. Businesses understand the need for integrated software and automation through ERP software for operational efficiency. Generally, the ERP software is comprehensive and hence complex by design. Selecting and comparing ERP software features that are right for the business is the biggest challenge. It is a daunting task for the business owner as it involves time, money and setting the processes is order with buy in from end users. 

Today, ERP software has most modules a business would want to integrate with. For e.g. Accounting, Inventory, Order Management, Procurement, and Production, MRP, Payroll and Quality control. EXPAND ERP goes beyond regular ERP software offerings. EXPAND ERP further integrates CRM, asset management, fleet management, POS, eCommerce, Mobile App and connectors for popular accounting packages and with large eCommerce players. With over a decade of experience in diverse verticals, EXPAND ERP has evolved with best practice and customer feedback for best user experience. 
EXPAND ERP understands the work environment of developing countries, training and support needs. EXPAND ERP through its ‘Quick Start’ methodology on Cloud makes the ERP implementation journey short and ensures success with quick ROI. Business owners get complete visibility of the business with the help of ERP software. ERP on cloud enables realtime information sharing and analytics capabilities. 

Business stakeholders can take informed and faster decision. Response time for the business to its customer is timely, consistent and quick. Business never goes silent with customer relations as system reminds for action. Overall customer experience improves and it’s the key to business success.

Contributor – Vineet

ERP Implementation = Failure! Not Anymore.

When it comes to deciding for an ERP for the organisation, the monster that comes to everyone’s mind is ERP Implementation. ERP implementation is not just perceived but in reality is a nightmare. We have come across more failure than success when it comes to ERP implementation.

ERP Implementation ExpandERPThis holds true for all ERP providers and any project size. All ERP vendors have to deal with this negativity that clutches the minds of decision makers.
In an implementation there are two and only two rules both the ERP vendor and Customer need to remember to make it successful!
1. For the ERP vendors: Do not try to push Customer to change everything in his business process to fit the ERP.
2. For the Customer: Do not try to change ERP to make every part work according to the business.
Of course, every Customer see ERP Implementation as an opportunity to adopt best practice and are tempted to do as much customisation possible but this is the number one reason for project failure.
Involvement of top management and important end users into the project planning stage is critical for leading project to success and avoid resistance on rollout. Lastly, training and documentation is taken lightly by end users until it is forced upon.  
The above dos and don’ts are totally valid for Vanilla ERP vendors. You can google numerous case studies in reference.
History and experience has taught us and we at EXPAND ERP have steered through this journey to bring industry specific solution to minimise implementation timeline and deliver quick ROI. With ready to go live on cloud from day one and on the go training, our customers have more success to share.


The summary, inspite of all the odds ERP system is something any business cannot do without in this competitive world. We have customers who have learned from failures and made successful rollout across their business expanse and taken business to newer heights with better efficiency and productivity. With Cloud technology and Internet of Things (IoT) taking the lead, it is high time that we make our business secure and easier to manage.

Contributor – Vineet


Is your ERP ready for Internet of Things (IoT) ?

Did you know there are more mobile phones than humans on this planet? The ever increasing use of smart devices, they are getting more intelligent with more sophisticated sensing capabilities. 
Internet of Things Expand ERPThe extensive use of sensor embedded devices, The old saying ‘Garbage In Garbage Out’ seems no more relevant. The devices are getting smarter and increasingly the data input is automated with least human intervention. The data thus collected is analysed by enterprise software and ready to influence and guide human decision. Early adopters of Enterprise software are more than ready to get fully automated. Early days examples of integration of PLC, Weigh bridge, boom barriers at manufacturing units as management control has evolved further to offer real time update and statistics on patterns, forecast and better alert humans for preventive action and readiness. Early indications by Internet of Things (IoT) can reduce lead time, save costs and increase efficiency of businesses exponentially. One of the most widely used examples of IoT is GPS devices that are fitted on vehicles for tracking of location, movement, quality of driving and vehicle performance. The device only generates location data every few seconds that is captured on central servers and further analysed to get meaningful information. Most of the businesses today use GPS on their vehicles. Today businesses track the product they sell for its lifetime. Service industry offers more convenient ways to reach customers; on the contrary customers find services. Unless IoT is not integrated with analytics capability and enterprise application the organisation cannot see an impact on its business. To sum up, in days to come business need to ensure readiness on scalable infrastructure and flexible software that can consume and process data from IoT and make business more competitive in the market place.intelligent devices that are generating data and at the same time transmitting data. 

Contributor – Vineet