How ERP Software and Big Data Can Improve Customer Experience

How can big data improve customer experience?

Customer & Business Insights

Understanding your customers is the first and arguably the most important step to providing them with a greater and more tailored experience. With the world of Big Data, there are now more than thousands of IoT (Internet of Things) devices and technologies capable of recording every bit of data that passes through a business. Capturing this data allows businesses to analyse the information available to gain insight into internal operations and consumer buying habits. Two ways in which business data can be used to gain insights are through:

Transactions

ERP solutions can be used to improve customer experience and turn prospects into long-term business relationships with the assistance of customer service AI capabilities. Transactions can be logged to provide a detailed record of transaction history to identify different sales channels, peak sales periods, popular products, trends within the industry and so on.

90% of the data that passes through your CRM is unstructured, but AI-assisted CRM can make sense of transforming this data into insights that improve customer service and aid decision-making. AI-powered tools will analyse customer conversations during calls and assess emotional states using sentiment analysis. ERP software has intelligent personalizations for existing and new clients based on insights to enhance their interactions with your sales team.

ERP software offered by Syscom also comes equipped with Demand Planning to escalate performance through reporting, establishing and monitoring on-time delivery plans. Demand planning lets you make intelligent forecasts for the procurement of goods. Resource planning is also implemented upon order confirmation so team members can use real-time information about resource use to coordinate both production jobs and product delivery. By killing Just-In-Time style deliveries, you can improve customer experience by always having a clear grasp on what stock is required and what stock is available, knowing exactly when to deliver on your customers’ needs.

Customer Services

Data from customer service cases can be tracked and logged into your CRM system to provide insight into common issues, preferred communication channels, service agent performance, fastest resolutions, customer perspective and much more. Businesses can optimise and improve customer service capabilities to provide a more satisfactory experience.

Dynamics 365 AI evaluates a range of metrics such as agent performance, business impact, case volumes and incoming support topics. By analysing this data and feeding the insights to your customer service team, you are giving them the information they need to optimise their own productivity.

Automation of Manual Processes

Some processes within a business can be painstakingly slow as they require manual input to complete. Manual processes often increase the probability of human error which can be both costly and detrimental to businesses relying on positive customer feedback.

Automating such processes eliminates the risk of these issues happening and ensures data accuracy throughout the entire business. Some common processes which can be automated include:

• Demand forecasting
• Inventory management
• Reporting
• Sales order processing (SOP)

By automating your manual processes with ERP software, you can improve customer experience by giving your sales staff more time to focus on the needs of clients, plus a CRM that comes equipped with a greater toolbox of solutions to meet their needs. Real-time inventory updates, for example, allow you to give your client accurate stock updates.