5 Ways ERP Improves Customer Service

Last Updated: October 12th, 2023
Researched and Written by: Sydney Hoffman

ERP software for customer service has improved business operations in the following ways:

  1. Centralized data
  2. Improved customer experience
  3. Automated follow-ups and feedback collection
  4. Enhanced inventory management and forecasting
  5. Improved issue resolution time

ERP systems have a direct and measurable impact on improving support outcomes by seamlessly integrating various processes and data sources.

ERP for Customer Service: 5 Key Benefits

ERP software streamlines and optimizes business operations. This means creating a more efficient, responsive, and consistent experience for customer service. Here are the five key benefits of utilizing ERP with customer service functionalities.

1 Centralized Data Repository

ERP systems serve as a central hub, collecting data from various departments and touchpoints. This centralized approach ensures that support agents have access to updated info. For instance, when a client calls about their order status, the representative can quickly access data from the inventory, sales, and shipping departments, relaying an accurate response in real-time.

SAP, a global leader in ERP solutions, offers modules within its S/4HANA software dedicated to customer service. This includes features for service order management, warranty claims processing, and service contract management. With real-time data and analytics capabilities, SAP S/4HANA aids businesses in offering fast, personalized solutions to their clientele.

SAP S/4HANA: Procurement Overview
SAP S/4HANA: Supplier Evaluation
What We Like
HANA database
Large network of resellers
Strong BI tools
What We Don’t Like
Difficult setup
Lack of pricing transparency
Relatively new and unproven
Price Range: $$$$$
Client OS: Windows, Web
Deployment: Cloud or On-Premises

2 Consistent Customer Experience

ERP for customer service ensures that no matter where or how a client interacts with a business, their experience remains consistent. Whether through a physical store, online chat, or a phone call, the information available to the representative remains the same. This consistent experience enhances trust and boosts customer satisfaction.

Microsoft Dynamics 365’s customer service module offers a range of tools, including omni-channel support, AI-driven insights, and knowledge bases to assist service agents. Integrating ERP and CRM modules ensures that support agents can access sales history and inventory levels.

Dynamics 365 Business Central: General Leger Entries
Dynamics 365 Business Central: Dashboard
Dynamics 365 Business Central: Customer Management
What We Like
Combined ERP and CRM
Similar interface to MS Word and Outlook
Integrations with Microsoft applications
What We Don’t Like
Not ideal for complex manufacturing needs
May require extensive training
No free version
Price Range: $$$
Starting Price: $70/user/month
Client OS: Web
Deployment: Cloud or On-Premises

3 Automated Follow-ups and Feedback Collection

Post-sales engagement is critical for understanding customer needs and ensuring satisfaction. ERP systems can automatically schedule follow-ups, send feedback surveys, or notify representatives of potential issues. By capturing feedback, businesses can refine their offerings and address any concerns promptly, leading to higher client retention.

4 Enhanced Forecasting and Inventory Management

ERP systems can predict demand by analyzing trends and past behaviors. By understanding customer purchasing patterns, businesses can better manage their inventory, ensuring that products are in stock when needed. This reduces overheads and ensures that clients receive their orders promptly.

5 Improved Issue Resolution Time

The integration capabilities of ERP software ensure that when a customer reports an issue, the correct department is notified immediately. For example, suppose a client complains about a faulty product. In that case, the system can automatically create a ticket for the quality control department. This streamlined approach ensures quicker resolution times.

Infor CloudSuite Industrial has a dedicated customer service module that provides functionalities like call center support, warranty management, and repair services. The module integrates seamlessly with other parts of the ERP system, ensuring customer service agents have a 360-degree view of interactions.

Infor CloudSuite Industrial: Product Configuration
Infor CloudSuite Industrial: Inventory
Infor CloudSuite Industrial: PL Projection
Infor CloudSuite Industrial: Estimate
Infor CloudSuite Industrial: Customer Service Homepage
What We Like
Multi-site and multi-company support
Built-in business intelligence
Comprehensive supply chain management
What We Don’t Like
Limited QMS module
Difficult upgrades
Steep learning curve for new users
Price Range: $$$$$
Starting Price: $25,000/user (perpetual license)
Client OS: Windows, Web
Deployment: Cloud or On-Premises


ERP for customer service places the client at the center of business operations. It provides real-time data access, ensures consistency, automates essential tasks, and enables quick issue resolution. Client expectations are ever-evolving, requiring tools like ERP to deliver responsive and efficient service experiences.

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