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Customer Relationship Management is the umbrella term for all the steps businesses take to create, develop, and enhance relationships with their customers. Acumatica’s CRM software has all the tools you need to provide responsive customer service and manage all aspects of the customer journey.
Customer Relationship Management (CRM) Software aids businesses of all sizes—and in all industries—in effective management of their customers’ journeys, from lead to deal to support. As a potent customer service tool, CRM Software empowers businesses to provide outstanding customer service by storing accurate and updated contact, opportunity, customer account, and customer case data in one, organized system, giving team members the relevant information they need, when they need it.
On its own, CRM Software is a powerful, modern application that helps businesses identify leads, detect issues, automate tasks, and much more. But CRM Software integrated within an Enterprise Resource Planning (ERP) solution takes it to the next level, enabling businesses to strengthen customer relationships as well as increase efficiencies by joining all marketing, sales, billing, and finance information into a single database, which is accessible through a single interface.
Additionally, CRM-ERP solutions often provide a self-service Customer Portal, allowing customers unlimited access to their contract, financial statement, and support case information, giving customers the ability to perform account-related activities online at any time and from anywhere.
An integrated CRM-ERP solution offers businesses one version of the truth. This means every department—from marketing and sales to customer support—utilizes synchronized, real-time information, which helps them make strategic, customer-enhancing decisions as they usher customers through the sales funnel. As leads turn into opportunities, customer details and interactions are recorded in the CRM and shared immediately with the ERP solution. When sales team members create quotes, the ERP solution processes the orders and invoices. And when a customer case is opened, customer support knows when the issue occurred, what the issue is, and how to proceed.
With an integrated CRM-ERP solution, every aspect of the customer’s journey is connected and transparent, providing businesses with a 360° view of all customer data. Additionally, this all-in-one solution allows businesses to:
• Streamline lead management and events.
• Link sales orders and quotes to opportunities automatically.
• Use templates to create emails for automatic distribution.
• Determine campaign response rates and sales performance in terms of profitability.
• Optimize contact management (e.g., create leads and contracts from email inbox, import customer data in bulk from Excel, and more).
• Utilize sophisticated reporting tools and personalized dashboards.
• Prioritize and respond quickly to customer requests and concerns.
Ultimately, an integrated CRM-ERP solution equips businesses with the knowledge, visibility, and insights they need to inspire loyalty from their current customers and spark interest in their potential ones.
“We use the Acumatica Customer Management Suite religiously to track opportunities and leads, and what’s going on with a contact, and we love that Acumatica integrates well with the Microsoft Office suite because we are also strong users of Excel, Power BI, and Outlook.” – Patrick Madison, CFO, Korpack
With Acumatica CRM, get an integrated view of financials, marketing, sales, and service. See real-time lead analysis to learn which customers are most profitable, or view lead response time metrics to guide marketing personnel.
Track expenses and revenue related to a marketing campaign with the Acumatica Project Accounting module.
Pin important activities for cases, opportunities, and leads, such as emails, tasks, notes, or phone calls, to the top of the activities list so users can quickly access and keep track of them.
Respond rapidly to customers’ requests at any point in the sales cycle – from first contact, through sales and fulfillment, billing, and after-sales service requests. Track activities, delegate, and reassign tasks, and send alerts.
Use artificial intelligence with machine learning to capture business card contacts using mobile image recognition. Lookup and validate addresses using Google and Bing address services.
Easily update quotes or create multiple quotes for a single opportunity, and automatically generate sales orders and invoices based on the quote. Create and manage events on one screen with the event side panel. Eliminate redundant records automatically. Leverage user-defined fields to create custom fields to search, find, and filter records. Automation associates emails with related sales, marketing, and support activities and tasks.
The Acumatica add-in works with incoming and outgoing email in Outlook. It searches for existing leads, contacts, and employees in CRM and then allows 1-click access to an existing contact. You can also create new leads, contacts, opportunities, or cases right from your Inbox.
If you’re used to working in Salesforce as the CRM system of record, no problem. Acumatica ERP supports bi-directional real-time synchronization of data between Acumatica ERP and Salesforce CRM, allowing for simultaneous work in both systems.
Acumatica’s HubSpot Connector enables you to create, launch, and manage integrated marketing campaigns in a future-proof centralized platform. You can synchronize contacts, transfer campaign results, and initiate follow-up sales calls—automatically.
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