Bringing the Power of ERP Solutions to Your eCommerce Channel
The following three pillars represent a major benefit of an ERP solution for your eCommerce business.
- Building a Stronger Experience
In retail, customers are the lifeblood of any business, which means the customer experience (CX) should be at the top your priority list. Your goal is to encourage people to become—and remain—loyal customers, and there are two main factors that will help you succeed: the quality of your product (along with the price) and the quality of your customer service (before, during, and after the purchase).
The value and importance of these factors is borne out by HubSpot research, which reveals that 93% of customers who receive excellent customer service will make a repeat purchase. To ensure you’re providing the service customers expect, employ HubSpot’s “4 points of leverage in the customer lifecycle”: understand your customers’ goals, simplify the purchase process, invest in your customers’ success (e.g., gather feedback and provide a FAQ page), and use your customers as a source of referrals.
Fortunately, an integrated ERP eCommerce management solution can assist you with these customer-focused initiatives. With customer and business data at your fingertips, you’ll know what customers want and at what price range, enabling you to cater to your prime customer base. In addition, most ERP solutions provide self-service customer portals, which allows you and your team to engage and communicate with customers during every touchpoint of the customer journey.
- Reducing Costs and Improving Operational Performance
ECommerce ERP solutions increase visibility into your operations, alerting you to any ongoing or potential pain points before they become major roadblocks. Real-time data from your customer-facing and back-office systems is available through personalized dashboards, putting you on top of order, inventory, shipment, and return statuses, thus reducing operational costs and improving overall performance.
- Greater Accuracy and Automation
Finally, an integrated ERP eCommerce management solution automates your business processes, from order fulfilment to bank reconciliations and beyond. Manual data entry, which is fraught with human error, becomes a mere memory and inventory accuracy becomes a reality.
For instance, if you have multiple sales channels which pull from a single inventory, you can manage all orders and inventory allocations within the ERP solution. The information, which is automatically recorded in the ERP system, transmits immediately and accurately to your eCommerce software.