Integrated Business ManagementAs organisations grow, getting a complete picture of what is happening within the business becomes more difficult. Data blind spots can occur where each department only has visibility of information that is relevant to their specific department. This article outlines 3 key benefits that implementing an integrated business management solution provides:

Improves Efficiency

Having multiple systems for different departments or processes (e.g. sales ordering, case management, sales, etc.) will ultimately reduce the efficiency of the workforce. An example of this is where the details of each customer, prospect or supplier will have to be entered separately into each system. For instance, say your organisation has four systems that a customer’s address needs to be entered into, this will quadruple the time taken, compared to if there was one, central business system.

Eliminates Data Silos

Eliminating data silos will also improve efficiency. Consider this example, a sales manager is looking to cross-sell to an existing customer. She can see all the products/services that this customer has bought in the past. She can also see all her interactions with the customer as well as those from her sales colleagues. However, as she has no visibility of customer service information she can’t see that this particular customer has logged an issue with the support team who have been trying to resolve that for several days.

In this situation the customer is highly unlikely to be receptive to a sales call from the company when there is an outstanding issue with the existing product, resulting in poor efficiency. This could also have the knock-on effect of impacting negatively on the relationship with the customer.

However, by having an integrated system with complete visibility across the organisation would ensure that sales staff focuses only on prospects that are likely to be worthwhile targeting, thus improving sales efficiency.

Improves the Customer Experience

As discussed previously, having disparate systems can result in data silos throughout the organisation. This can develop into the organisation delivering a poor customer experience, which an integrated system would help avoid.

Within many businesses the customer facing staff are often the sales department. If a customer phones up and asks for the status of their order, having an integrated system would allow the sales person to answer this question straight away, without having to either put the customer on hold or call them back when they have the answer. As well as improving the customer experience, this would also improve efficiency by empowering the customer facing staff with the information they need to effectively serve their customers.

Please let us know below what other benefits an integrated business management solution can provide!