Customer satisfaction determines how well a company’s products or services meet their customers’ expectations. It’s an important indicator of customer loyalty and can be used to help predict business growth and revenue.
As most business owners know, “the customer is always right”, however these days, CEOs must also understand that customers have
options. Having a brilliant product simply isn’t enough anymore - if a customer isn’t satisfied with your service, they will find another provider.
In order to improve customer satisfaction, and increase customer retention, a business must first streamline and perfect its processes. To do this, many companies employ an ERP (Enterprise Resource Planning) system to manage their day-to-day operations.
What is ERP Software?
ERP systems are software applications that offer integrated business management capabilities. Many companies employ a single ERP system, which allows business processes to be tied together and data to flow easily between different departments.
With this, data can be updated in real-time, enabling users and customers to access up-to-date order and delivery estimates.
Sage 200 is an example of an ERP system that unifies business data and improves company efficiency.
How ERP Systems Can Increase Customer Satisfaction
When implemented correctly, ERP software and other digital solutions can help to create great customer service experiences. Streamlined business processes are the key to ultimate customer satisfaction.
Here are 3 ways an ERP system will help to keep your customers happy:
1. Quicker Customer Service Responses
By utilising ERP software, customer service operators can offer better customer assistance. ERP systems provide users with a holistic view of their customer’s buying history. Real-time data from all departments is easily accessible, allowing operatives to quickly track orders, spot any issues and manage customer expectations accordingly.
Using ERP software users can also set up automated customer service responses, helping to speed up response times and ensuring all enquiries are dealt with. Your business may receive similar questions from customers on a regular basis. To manage these queries quickly and efficiently, reply templates can be setup using ERP software. Not only will this speed up your response times, it will also ensure consistency across your entire customer service team.
2. Strengthened Supply and Demand
A modern ERP system can assist your company with order fulfilment by automatically connecting stock levels with sales orders.
Users can designate inventory to customer sales orders, assign priority scores for top customers, create service level rules and allocate supply locations. Once settings have been defined for individual or groups of customers, your ERP system can then be set up to automate stock fulfilment based on these pre-assigned preferences.
This ensures stock is always available for priority customers, which helps to increase customer satisfaction and retention rates.
3. Identify Risks Before They Become a Problem
ERP systems can identify and resolve potential issues before they become customer complaints, so you’re more likely to have a happy customer on your hands.
ERP systems can automate many repetitive tasks, thereby reducing the potential for human error. Inventory, sales, supply chain and order management can all be automated, and any issues will flag immediately, allowing users to advise and work with customers to arrive at the best possible outcome for both parties.
Contact Us
If you’d like to know more about how ERP software can increase your customer retention rates, or the ERP systems we offer, please call us on 01423 330335, or email us at
sales@onesys.co.uk.