Solving Biz Problems With SugarExchange: Session 4:

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CRM and ERP Integration: Real World Ways to make the Front and Back Office One Office CRM is often seen as front-office software, but it acts as a conduit and repository for information the entire organization can use. This session will show you the value in integrating CRM with accounting, ERP and other "back office" systems to unify the business software ecosystem. David Faye of Faye Business Systems Group will explain the benefits of integration, identify some of the key data points that you'd want to integrate, point out some of the different methodologies for integration, and then demonstrate some sample integrations including Sugar-MAS90 and Sugar-Intacct.

Technology Business

Solving Biz Problems With SugarExchange

CRM and ERP Integration: Real World Ways to
Make the Front and Back Office One Office

David Faye
CEO Faye Business Systems Group
www.fayebsg.com
https://twitter.com/#!/FBSG

4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 2

Overview

 Introduction
 Why Integrate? / Benefits of Integration
 Different ways to integrate
 Overview of Integration Points
 Uses of Integration
 Integration Methods
 Examples of Integration with Sugar
 Closing
 Q&A

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Introduction

 CRM systems are primarily designed to bring together
customer data from across the company and translate it into
meaningful intelligence.
 The promise of CRM is one 360 degree view of a customer.
 Some implementations fail to achieve this because of a
disconnect between CRM and the “Back Office”.
 Many companies purchase their CRM and ERP applications
from separate “best of breed” vendors due to business
requirements, potentially resulting in the CRM system
lacking visibility into back office data and transaction history.

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Introduction

Resulting in:

 Departmental silos of information

 Manual work / side systems / inefficiencies

 Erroneous, inconsistent data & resulting poor
decision-making

 Slow Response Rates to Customer Inquiries

 User Frustration

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Introduction

The days are gone where it’s okay
to keep CRM data separate from
ERP and accounting data.

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Why Integrate? / Benefits of Integration

The aim of front to back office integration is to bring
together disconnected business processes to:

 1. Manage customer relationships more effectively

 2. Reduce costs

 3. Increase profitability

 4. Achieve a long-term competitive advantage

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Different ways to integrate:

 One software that has both functions
(Netsuite, SAP, etc.)

 "best of breed" software that can be integrated
together.

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Overview of Integration Points

 Customers  Sales History

 Inventory  Open Invoices

 Quotes  Invoice History

 Sales Orders  Anything you want !!

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Uses of Integration

 Customer Views

 Dashboards

 Reporting

 Workflow

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Integration Methods

 Export & Import

 Integration Tools
(Talend, IBM Cast Iron, etc.)

 Integration Applications

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Sugar Integration Examples

Sage MAS 90

Intacct

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Examples of Integration with Sugar

 Sugar MAS90 Integration

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Examples of Integration with Sugar

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Examples of Integration with Sugar

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Examples of Integration with Sugar

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Examples of Integration with Sugar

 Sugar Intacct Integration

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Examples of Integration with Sugar

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Examples of Integration with Sugar

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Examples of Integration with Sugar

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Closing

 The success of a companies CRM implementation
and overall functionality, should not be judged or
based solely on its front office operations, but how it
interoperates with the back office — encompassing
people, processes, departments, and applications.

 Over the long term, companies using front to back
office integration capabilities can expect to
significantly decrease administrative costs, increase
customer satisfaction, revenue, and build sustainable
competitive advantage in an increasingly challenging
marketplace.
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Q&A

 Thank you

 More information:
David Faye
818-227-5130
david.faye@fayebsg.com

Faye Business Systems Group
6320 Canoga Ave, 15th Floor
Woodland Hills, CA 91367

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Solving Biz Problems With SugarExchange: Session 4:

1. Solving Biz Problems With SugarExchange CRM and ERP Integration: Real World Ways to Make the Front and Back Office One Office

3. Overview  Introduction  Why Integrate? / Benefits of Integration  Different ways to integrate  Overview of Integration Points  Uses of Integration  Integration Methods  Examples of Integration with Sugar  Closing  Q&A Tweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 3

4. Introduction  CRM systems are primarily designed to bring together customer data from across the company and translate it into meaningful intelligence.  The promise of CRM is one 360 degree view of a customer.  Some implementations fail to achieve this because of a disconnect between CRM and the “Back Office”.  Many companies purchase their CRM and ERP applications from separate “best of breed” vendors due to business requirements, potentially resulting in the CRM system lacking visibility into back office data and transaction history. Tweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 4

5. Introduction Resulting in:  Departmental silos of information  Manual work / side systems / inefficiencies  Erroneous, inconsistent data & resulting poor decision-making  Slow Response Rates to Customer Inquiries  User Frustration Tweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 5

7. Why Integrate? / Benefits of Integration The aim of front to back office integration is to bring together disconnected business processes to:  1. Manage customer relationships more effectively  2. Reduce costs  3. Increase profitability  4. Achieve a long-term competitive advantage Tweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 7

8. Different ways to integrate:  One software that has both functions (Netsuite, SAP, etc.)  "best of breed" software that can be integrated together. Tweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 8

9. Overview of Integration Points  Customers  Sales History  Inventory  Open Invoices  Quotes  Invoice History  Sales Orders  Anything you want !! Tweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 9

21. Closing  The success of a companies CRM implementation and overall functionality, should not be judged or based solely on its front office operations, but how it interoperates with the back office — encompassing people, processes, departments, and applications.  Over the long term, companies using front to back office integration capabilities can expect to significantly decrease administrative costs, increase customer satisfaction, revenue, and build sustainable competitive advantage in an increasingly challenging marketplace. Tweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 21

22. Q&A  Thank you  More information: David Faye 818-227-5130 david.faye@fayebsg.com Faye Business Systems Group 6320 Canoga Ave, 15th Floor Woodland Hills, CA 91367 Tweet: #SCON12 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 22

23. Submit Session Feedback Select the SugarCon Mobile App: 1) Tap on this session 2) Tap on survey 3) Submit your feedback *Prizes for attendees who submit session feedback using the Mobile App 4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 23

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