An ERP system plays a crucial role in customer experience. A robust ERP solution can enhance customer experience through improvements in planning, procurement, supply chain, distribution, and sales processes. Key factors that impact customer experience include lack of accurate and timely information, lack of integration between systems, information silos, and legacy IT systems. An ERP system is central to customer experience as it houses product information, handles payments and fulfillment, and provides information to customer service representatives. ERP can streamline procurement, supply chain, order fulfillment and other processes, improving customer experience metrics like product quality and order fulfillment times.

2. Introduction
© 2015 i95dev
Customer is one of the most crucial aspects of any industry today. While many businesses use
and rely on CRM and ecommerce to improve customer experience, they fail to see the role and
capabilities of the ERP system in achieving that; many of eCommerce features on websites are
all about making ERP functions customer facing.
A robust ERP solution has a significant impact on aspects like planning & procurement, supply
chain, distribution and sales process; which when improved can enhance customer experience.

3. So what constitutes as customer experience ?
There are a number of things which contribute to the user experience. From ease of finding
the right product, enough product information, simplified checkout process, transparent
shipping terms, and multiple payment options at pre sales to invoice and order status
notification, timely product delivery, product packaging, product quality and after sales
service they all contribute to customer experience.
According to the IDC Manufacturing Insights report “Get Customers Inspired: How Modern
ERP Can Support Greater Customer Experience” the following factors were observed to have
an adverse impact on the customer experience.
• Lack of accurate and timely information
• Lack of integration and collaboration with other stakeholders
• Lack of information availability because of organization and information silos
• Legacy and rigid IT systems
• Lack of back-office and front-office integration

4. Role of ERP in customer experience
ERP is central to everything that contributes towards customer experience. For example most
of the product information, including inventory, resides in the ERP system, the payment
processing and fulfillment happens from the ERP system and most customer service
representatives rely on information in the ERP system to better service their customers.
• Make information available with eCommerce and ERP Integration
For businesses to deliver an enhanced shopping experience to their customers time and again,
all the above mentioned services must work in conjunction with each other. This would
require the disparate systems, like eCommerce and ERP, to communicate and work with each
other. With integration ERP system enables the flow of information among all functions
including eCommerce.
i95Dev has out of the box products for Magento and Dynamics GP integration, Magento and
Dynamics AX integration and Magento and Dynamics NAV integration. The integration not only
eliminates the manual data entry efforts and reduces errors but also requires you to manage
and maintain one of the systems instead of both.
For more benefits download our ebook “Reasons for ERP and eCommerce Integration”

5. Role of ERP in customer experience
• Streamline processes
The ERP system manages information which helps in streamlining process at procurement,
supply chain, order fulfillment, inventory management, financial management, etc. These
streamlined and efficiently run processes ultimately have an impact on customer experience
because they impact product quality, high adherence to product specifications, accurate
information availability, timely order fulfillment, etc.
• There is more to being customer centric
There is more to being completely customer centric. ERP also helps with supplier
collaboration, back-office and front-office information sharing (product and sales team) and
better customer issue resolution. All these factors then directly or indirectly contribute
towards building the customer experience.

6. In conclusion, an ERP system plays a crucial role in customer experience and unless you
have a robust ERP system, you cannot reach your full potential.
Conclusion

7. For more information
Visit : www.i95Dev.com
E-mail : info@i95Dev.com
Maryland : 3 Bethesda, Metro Center, Suite 700 Bethesda, Maryland 20814. Ph: (301) 760.7499
New York : 1430 Broadway, 7th Floor New York, NY 10018. Ph: (646) 259.3662
Texas : 5646 Milton, Suite 100, Dallas, Texas 75206. Ph: (214) 396-2121
Australia : Sydney, NSW – 2145, Ph: (02) 8015 5446
Thank You