Bridging The Gap Between CRM And ERP-Your Post-Sale Service Delivery Strategy

We routinely speak with many service delivery executives who have implemented an ERP and/or CRM solution believing they could also use this software to manage their entire post-sale service delivery process and discover this is just not the case.

Unfortunately, executives responsible for driving cost-efficiencies and increased profitability from post-sale service have recently been caught in the economic dilemma of escalating costs, decreasing profit margins on their products and increasing customer demand for better service. The lack of a comprehensive solutions specifically designed to manage the entire service delivery lifecycle forces a firm to either piece together a 'collaboration' of less than optimal point solutions to manage service functions or try to squeeze additional functionality from their CRM or ERP solutions. Many of these solutions were not designed to handle the specialized environment of post-sale service. Both approaches have come up short in delivering on the promise of seamless world-class service.