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A Comprehensive View: CRM Software and Its Business Impact

Published on: Apr 28, 2015

Over the past month, we have taken a closer look at Customer Relationship Management (CRM). CRM software achieves important business objectives and offers many benefits for companies throughout Toronto and Canada, but these are only achieved when they eliminate the challenges. These challenges are based on different departments using different applications, ERP and Customer Relationship Management (CRM) software solutions that don’t integrate, and disruptions to the business cycle. Three fundamentals of integration are needed in order to maximize the capabilities of integrating Sage CRM and Sage ERP to integrate front- and back-offices within a business. To learn more about these CRM and ERP capabilities, visit here. Let’s take a look at a summary and comprehensive view of all that goes into implementing and using a CRM software solution successfully even amidst challenges to achieve business goals.

  • CRM Integration with ERP across a Business Necessary to Combat Challenges

Front-to-back-office integration can help companies to dramatically reduce administrative cost, speed up order fulfillment, and improve customer service. The problem is that without integration and with limited visibility of what is occurring in other parts of the business cycle or office, information may have to be passed back and forth instead of moving forward. This leads to order completion delays, increased administrative costs, and unnecessary workload duplications.

Undertaking point-to-point, retrospective integration can be a costly, complex, and risky proposition. The availability of CRM solutions with out-of-the-box, easy-to-deploy product integrations to market-leading ERP solutions, therefore, represents a highly compelling proposition for companies wanting to leverage the benefits of front-to-back-office integration cost efficiently.

  • Customer Satisfaction Critical for Profitability

A unified and complete view of the customer is more than useful. Integrating key data can improve the customer experience and have a significant impact on profitability. Providing account managers with a comprehensive look at customer data, being able to give customers the right information at the right time, and streamlining the ordering process are all factors that contribute to a positive customer experience.

  • What this all Means for a Business

Customer information gaps still exist after implementing CRM because offices throughout the company are not sufficiently connected, and this issue must be addressed. A business needs the necessary CRM and ERP software solutions so they can integrate and share data effectively instead of being plagued by errors, delays, and paperwork that result in customer dissatisfaction and large costs. A CRM project should be inter-operational instead of focusing solely on the front office. An overall integration harnesses business processes, applications, and data to manage customer relationships effectively while reducing costs and increasing profitability and sustainability over the long term.

Sage CRM achieves the objectives your company is looking for in terms of integration and offers the benefits needed to make CRM effective and helpful to the business and employees overall. Learn more about Sage CRM by visiting here. For further information, download our whitepaper “Sage ERP Front-to-Back Office Integration” about integrating CRM and ERP solutions to improve profitability and solve business challenges.


Our small and dedicated team specializes in helping small-to-medium size Canadian businesses and non-profits select and adapt Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), Human Resource Management (HRMS) and IT services. With IWI’s 15 years in business and 100 plus years of combined experience, IWI has helped hundreds of manufacturing, distribution, and financial service companies gain efficiency, grow, and lower their operating costs.

With the unique combination of industry knowledge and diverse technology expertise, IWI provides cost-effective solutions to help clients gain a competitive edge.  As a Sage business partner, servicing the Greater Toronto Area, we support evaluation and implementation of operations and finance systems to optimize technology, ensuring high return on investment with a quick and painless transition to new software.