Connecting your enterprise resource planning system (ERP) to your eCommerce website has multiple benefits. With ERP and eCommerce integration, you can streamline processes, centralize data and improve customer satisfaction by making the flow of information between your front and back ends more consistent and coherent.
Many eCommerce websites utilize an ERP, but haven’t fully integrated it. This makes it impossible to completely leverage the power of ERP and maximize its potential. By using an integration like Pixafy erpCommerce™, you can achieve the following:
1. Provide better support for data management
Data from your front end, including existing customer data, purchase information, order history and more can be seamlessly connected with data from your back end, syncing with sales data, products, fulfillment and inventory to help you target customers more accurately.
The bulk of your business data is typically stored in your ERP, so integrating fully with your eCommerce system can help you improve decisioning processes and deliver higher quality user experiences by keeping data synced in real time. This can improve upsell and cross-sell success, create opportunities for engagement and make your post-sale support experiences more fulfilling for your customers.
2. Create deeper visibility into sales flows
By matching data across your channels, you can build a clearer picture of supply and demand in products and categories, or closely tailor your production or purchasing habits to meet demand without holding on to excess inventory. The tighter your control over these processes are, the lower your inventory costs will become.
Reducing inventory costs can significantly improve cash flow, especially if many items you sell on your eCommerce site are seasonal. In times of peak demand, using ERP data to ensure that accurate, real-time inventory is being presented on your customer facing website can be critical to building consumer trust.
3. Keep customers more informed about their orders
When your customer data and contact information is accessible alongside packing and shipping information, you can improve customer experiences by Informing your customers about the whereabouts of their shipment on demand. You can even automate this process, setting triggers to alert the customer when their order has been received, when it has been picked, and when it is leaving the warehouse.
In today’s fast-paced fulfillment landscape, be proactive about delivering this information or making it available through easily accessible self-service options. By creating this customer service flow to be automatic, instead of forcing consumers to come and ask for the information and then wait for a reply, you can set your company apart.
4. Generate higher-level reporting and data analysis
Reporting on customers, sales and accounts allows you to identify key performance indicators (KPIs) and implement data analysis processes, leveraging the power of your data by taking it out of silos and merging it to create a complete picture of your entire business.
Armed with this knowledge, you can develop new campaigns, create presentations for stakeholders and identify new opportunities for growth. High-level reporting and data segmentation opens up the door to predictive analytics, letting you identify patterns in customer behavior and leverage them for retention and revenue opportunities.
5. Streamline the entire sales process for greater success
Having complete visibility of your sales flow across all channels can be crucial when you start seeking to expand. You need to be able to see where your sales are originating, then track your customers from website view to delivery.
By integrating your ERP with your eCommerce website, you can pinpoint where bottlenecks occur or customers drop out of the purchase process, then devise ways to keep the sales flow on track. You can also retarget customers who stopped short of hitting the “place order” button to bring them back to their cart and shepherd them through the rest of the checkout process.
6. Reduce human involvement to minimize common errors
Human involvement in any area of business carries the risk of redundancies and errors from manual entry. By integrating your ERP and eCommerce website, you can set entire workflows to initiate once a customer performs a trigger action, allowing for automation that is reliable and less prone to error.
This can lower the costs associated with remediation and keep your accounting and bookkeeping departments running smoothly. By reducing human involvement with repetitive processes, you can improve your entire bottom line.
7. Improve the productivity of the whole team
By implementing an ERP integration for eCommerce to automate various processes that were formerly being completed manually, you free up your team for more tangible tasks. When your employees aren’t having to perform mind-numbing repetitive tasks like entering orders manually into the system, updating inventory, reconciling invoicing data, or generating reports, they can focus on quality of service.
Many customer facing tasks cannot or should not be automated, including customer relationship building, customer issue resolution and personalized customer support. McKinsey notes that automation not only improves employee productivity, but employee job satisfaction, leading to better customer service and higher customer satisfaction.
8. Automate tax compliance to meet variable tax requirements
Connecting your ERP and eCommerce systems can streamline compliance. Your integration can help tie region-specific tax rules directly to customer purchase and create clear records for bookkeeping.
Your ERP also stores all accounting and tax data associated with inventory, and when you set up invoicing and taxation activities to be performed automatically, a solid ERP integration can centralize tracking and management of contracts, invoices, tax forms, and other requirements to keep your eCommerce business compliant.
9. Offload common support questions to self-service channels
When you commit to ERP/eCommerce integration, you can enable single portal product delivery tracking for customers. By creating a detailed FAQ and connecting it to self-service options across multiple channels, you deliver real time assistance for customers without the need for phone trees or hold times.
When you offload common support questions, you improve the overall user experience and free up your customer service departments to concentrate on more complex issues that can’t be handled through self-service options or automated channel support.
10. Boost profits and revenues
Finally, integrating your ERP with your eCommerce system has the added benefit of allowing users to manage multiple online and offline sales channels. This centralization of all of your sales data allows you to develop multi-pronged campaigns that bring your on and offline audiences together for heightened revenues and a higher profit margin.
The Pixafy erpCommerce™ solution delivers a fully integrated system that allows your backend data to connect with nearly every other business operation for better data, sales, and customer management. Contact us today to start your own integration.