Monday, February 24, 2014

Customer Commitment

Customer commitment is often associated with customer service and vice versa.  Whatever business service or product your company provides, whatever product or service your company purchases, customer service and the relationships surrounding those offerings are paramount to success. 


How do you like to be treated?  Many organizations make statements on their web sites and brochures about customer service being their priority.  They most certainly expect equal or better service on their purchases.  But, how well do they actually deliver? 


Does your organization give as well as it gets?


Customers and those serving them need access to accurate real-time information.

Product and stock status availability.

Delivery time frames.

Invoice status.

Sales history.

Buying patterns.

Sales force automation toolset.

Contact Relationship Management (CRM) database.


In regards to Enterprise Resource Planning (ERP) solutions, what tools are in place to track and measure service levels?  Is your organization investing in your own infrastructure so that your staff will have the tools and resources necessary to answer customer inquiries and solve issues?


Are you getting the following from your ERP supplier?


Totally committed to your needs.

Providing the best possible support.

Maintaining technological superiority.

Will work to keep your company on the leading edge with the latest advancements.

Continue to offer real value, now and for the future.

Offer each client personalized, world-class service.


ERP solutions work when they are embraced and allowed to work. 


ERP software is organized into modules.  These modules are designed around departmental and/or functional company roles.  For example, Finance department consisting of General Ledger, Accounts Payable, and Accounts Receivable.  A functional role might include Procurement which overlaps Purchasing, Inventory, Warehouse Management and Sales Analysis.


All ERP application modules are designed to work together to enable better customer service.  Not all departments have direct customer contact, but all contribute to the overall operational efficiency of the organization. The customer service department and sales force are examples of two departments that do have direct customer contact and highlight the need for real time information.  Purchasing and procurement also have direct contact with the supply chain and also need quick access to accurate information.


ERP solutions work better when you trust them to do the jobs they are intended to do. 


Trouble can creep in a number of different ways, like when too many modifications are made.  Modifications can be an indication that the particular solution selected is not the right solution.  It does not mean that it is not a good solution, it just means that it is not a good fit for a particular business model.


Different business types need different solutions. 


Businesses need solutions that are tailored for their particular method of operation.  Just like automobiles, some need a fuel efficient model, some need luxury and comfort, while others need the ability to haul big loads.  They are all good vehicles, it is just each is designed and optimized for a different primary purpose. 


Whatever solution your company utilizes now or is considering, the one underlying principal that must be considered is how well will the solution enables your organization to deliver great customer service.  In what way will that improve with a replacement or upgrade?  A lot of effort goes into selecting and implementing a new solution.  Customer service and the tools associated with the collection, analysis and delivery of that information in a useful format must be first and foremost.


What changes are you considering?  What features and functions are important to your organization?  How are you preparing for change?  In what way do you measure improvement and success?


We would like you to share your thoughts and suggestions.  For additional help, contact Dolvin Consulting.  We team with industry experts to provide you with great customer service.



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