This article was published on: 2/02/21 12:45 PM
I feel humbled to reach out to you in person each month. Primarily it is to remind you that we at Expand are a team and work towards your growth and success. It is also a platform for me to thank you to allow us to be an integral part of your daily work life.
A few decades back, customer experience didn’t exist in the corporate dictionary. It became a part of the corporate syllabus in the ’90s when the Internet took the business ecosystem by storm.
The Internet allowed businesses to monitor customer experience and brainstorm strategies to leverage it. Customer reviews and word-of-mouth had never been so crucial in the past as there were no means to measure it.Today, the customer is the God. A satisfied customer is the best means of advertisement. We are privileged with thousands of satisfied ERP customers globally who make our lives more worthwhile each day.
This edition of Expand Express will shed light on how companies can increase customer loyalty by increasing their operational efficiency through ERP implementation and how Expand smERP is the best fit ERP solution in India for your manufacturing business.
I sincerely hope this brings you valuable insights on how and why a best fit ERP implementation is the crux of your success in the current times. The future of your business lies in the hands of advancement of technology.It is best to take proactive measures and move along with the times and reap the benefits of it.
CEO,eDominer Technologies P. Ltd.
“Quality in a service or product is not what you put into it. It is what the customer gets out of it.”. – Peter Drucker.
Your customer is always right. Earlier, organisations missed the touch points throughout the product life cycle, in spite of placing the customer at the center of their business operations. Till late 90s businesses were unable to measure what their customers felt like as they did not emphasise on feedback about the end-to-end customer journey.
Research has proved that your customer’s perception of your company’s brand and their buying behaviour is directly tied to their end – to -end experience with your company’s products and services, websites, mobile applications, customer support center, marketing & promotional materials and many more. Thus, when you deliver a positive customer experience, you’re contributing to the growth and success of your company by creating satiated and happy customers.Your business means nothing without your customers. Even if you have the best product in the market, if your customers are unhappy there will be no loyalty hence no business in future. With a bad market review today no business can sustain for long. That’s why our daily application companions like zomato, Swiggy, Uber , Ola, Myntra etc harp mainly on customer feedback. Today a 5 star rating means the world to any of these companies and their employees.
Connecting the customer to your best fit ERP software
Today, customers have unlimited access to research and purchase products, with online portals and new digital platforms which provide transparency into pricing and actual shopping experience for millions of shoppers around the world. It is a digital phenomena that now I can sit at my Ballygunge home in Kolkata and buy a Marc Jacobs bag available in the U.S by just a click.
Traditionally ERPs were designed more around the organisation’s internal employees. But today the tables have turned. The ERP will enable you to provide customer experience at its best. Your ERP’s ability to effectively deliver on customer expectations is increasingly dependent on:
- Integrated and automated workflows in between various departments of your organisation.
- 360-degree view of customer data
- Real-time visibility across complete supply chain in order to provide quickest and accurate response to customers
Your ERP can be optimally used for various ways to provide improved and efficient customer service:
1.Enhanced customer service –
A new age ERP application is an integrated system and it has only one database for all the modules. So, if your supplier is your customer as well it can maintain both sides of information instead of maintaining duplicate records. Since the same data is shared across various departments there are no disruptions or disputes amongst the departments as everyone has access to the same set of information.This aids in coordinating the workflow and reduces miscommunication. With ERP support, your customer is well prepared to provide accurate, quicker and impactful customer service.
2.Inventory and order management –
Maintaining a timeline of product delivery is one of the best ways to achieve customer satisfaction. We all know how frustrating it would be to find out the item, we ordered, is out of stock and cannot be delivered. Erp tools help in maintaining stock levels by automatic reordering option, as soon as stocks drop below a threshold point and predicting customer demand. Another challenge can be met is the delayed delivery of goods. Even though it’s the last phase of the process, according to the customers it is the most crucial one. ERP tools make realistic commitments as it holds all the details about the transaction and product ordered etc.
3.Pricing in the competitive market –
In today’s competitive market, pricing is a huge challenge. It is very important to keep the prices competitive as it helps in reducing the inventory and work in process. More production means lesser cost price. In spite of having lesser profit margins a company’s turnover matters more in the long run. Erp can predict customer demand and based on your vendor’s lead times and complex pricing algorithms, it can offer pricing in real time. If you as a company can manage to provide the goods at a competitive price then you will not only retain the customers, but also attract new consumers.
4.Retention and loyalty of customers –
Your customers are your assets. Research shows that 70 % of the customers leave as they believe that the company is indifferent to them. Witha best fit ERP like Expand you can save all data and records of the customer and help the company to comprehend the life cycle management of the customer’s assets. With the help of the installed base they all have access to the customers requirements. Having accurate information about your customer’s ownership allows increase in customer satisfaction.
5.Effective CRM tools-
With the help of effective CRM tools integrated with your best fit ERP, companies can monitor the behaviour of the customers which enables the companies to understand the buying behaviour of the customer and other important statistics. Providing a ratifying answer to their queries is the most crucial part of the business. Customers frequently get annoyed when they dont get satisfying replies in one call and require a follow up call.ERP system makes data available from all modules in one place and enables the customer call center to provide more accurate information as they can access all the details about their previous interactions with the customers.This makes the business more responsive and a connection is formed with the customer with ease.
In conclusion, it is needless to say that a customer relation cannot be formed without human touch. Therefore chatbots are replacing the call centers as much as they can solve issues. The customer feels that they are in contact with the company and they will be attended equally. A best fit ERP solution like Expand smERP can help you connect and maintain great relations with your customers. It is the tool that can be used to augment the efficiency of your companies and empower them to provide better customer service.
“It is not the strongest of the species that survives, nor the most intelligent,but the one that is most adaptable to change.” – Charles Darwin
Adopting digital technology is about more than just plugging it in and pressing “Go.” While the pandemic has accelerated the rate at which business leaders are adopting digital technology . Company directors are compelled to speed up digital ising their business. It also takes a change in work habits, outlook and mindset in order to get the most out of new technology and digital transformation efforts.
It is seen that primarily three behaviors are crucial to adopt to become more agile when it comes to adopting and accelerating the use of digital technology in the workplace to adapt to a remote work culture, whether it’s temporary or permanent.
1.Speeding up decision making:
The keys to enhanced product delivery, governance, and other processes come from enabling faster decision making within the organization.According to research, the speed at which a decision is made should be determined by how fast it can be reversed, if needed. Keeping that in mind, less crucial decisions should be made quickly while larger undertakings should take more consideration so that changes can be implemented and altered faster.
Sometimes decision-making is slowed down because cumbersome processes take too much time being overly and unnecessarily complex.There are processes and procedures in any organization that can be simplified, whether that means eliminating touchpoints, implementing workflow automation, changing the workflow or updating technology. Even if these processes are cumbersome, many of your employees have likely grown used to them and changing the process itself creates more anxiety than the actual process does. However, simplifying the work is key to adapting to a digital transformation and a remote work environment, and we encourage highlighting the benefits to your team.
3.Eliminate unnecessary tasks:
Are your employees productive enough? Focusing on output is really only a way to make people look busy, and busy doesn’t necessarily mean productive. That’s why, rather than focusing on distributing tasks, it’s important to focus on business outcomes and how to get those done without the unnecessary tedious tasks. Being strategic about the work employees are engaging in is more important than just keeping them busy.
By keeping these three keys in mind, you can start a culture shift within your organization to get them ready for a permanent switch to digital technology and digital transformation.
It is the Time to Move to the Cloud if you still haven’t.
With the accessibility that the cloud provides, there’s an accompanying security risk. For example, if an employee is working from a coffee shop using public WiFi, the risk of a cyber attack is much higher.
However, Microsoft is one cloud provider that is consistently praised for the security protocols they have implemented into their cloud solution, Azure. The system was built specifically with security in mind and is regularly updated to stay compliant with security best practices. Additionally, security measures like built-in firewalls, third-party testing, AI tools, and ultra-backed up data are all included. Azure’s Security Centre helps to eliminate security gaps by helping IT personnel and team members stay up-to-date and informed about security measures.
Expand smERP – India’s best fit cloud ERP solution is built on Microsoft Azure and is created with integrated compliances. Built on a trusted technology platform (Microsoft Azure, SQL Server), with Multiple Location Storage, SSL (encrypted) Data Transmission etc. your data is absolutely secured with us.
With Expand SureSmile & SureShield promise your process automation becomes completely hassle free. Further, Expand Freedom Pricing makes your decision for digital transition of your company absolutely easy with us.
If you still haven’t made the move to Cloud, now is the time to do so. However, cloud migration is a huge undertaking, and it can be difficult to know where to start. At Expand smERP, our biztech team trains hundreds of organizations to create a cloud-migration strategy that’s tailored to meet their unique needs. No matter what level of support you need, we’ll provide it and ensure you have a successful move.
1.What’s Going on with the Microsoft On-Prem Exchange Hack?
Only a few weeks ago, cybersecurity responders were working around the clock in response to the Microsoft on-prem Exchange server hack—an attack that has affected more than 250,000 individuals across the globe.
These attacks were orchestrated by a group Microsoft is calling “Hafnium” who are expert hackers working out of China to target US based industries like policy think tanks, infectious disease researchers, higher education groups, law firms, and defense contractors. They’re specifically after login information that they can then use to access private data or information.
Tom Burt, Microsoft Corporate Vice President, described how the attacks occur: “First, it would gain access to an Exchange Server either with stolen passwords or by using the previously undisclosed vulnerabilities to disguise itself as someone who should have access.” Next, hackers would take over the server from an outside location to search for and steal information.The Hafnium attack occurred just a few months after the Russian-linked SolarWinds hack, which spread a virus across hundreds of government-owned and private computer networks. While the SolarWinds attack was bad, CISA warns that the Hafnium attacks could have catastrophic consequences if not dealt with immediately.
2.Google, Facebook Twitter grilled in US on fake news
Tech bosses Mark Zuckerberg, Sundar Pichai and Jack Dorsey are being grilled by US politicians over the proliferation of disinformation on YouTube, Twitter and Facebook.This latest hearing is the first since the storming of the US Capitol.Politicians believe that was a tipping point for greater regulation.
They have said they plan to change the legislation that protects online platforms from liability for content posted by third parties.
The session began in combative style with the chair Mike Doyle asking all three executives whether they felt they bore responsibility for the events in Washington. None were prepared to give a one word “yes” or “no” answer as he demanded.
He also challenged the platforms to remove 12 prolific anti-vaxxers from their platforms, which he said account for 65% of vaccine disinformation, demanding a deadline of 24 hours for them to get back to him.
“It was a great learning experience. Expand smERP system has wide range of tools and techniques to implement different business processes at an ease. I would like to appreciate the hard work of the whole team of eDominer for coming up with such a fruitful and user friendly system.” – By a student of IISWBM