Capabilities

Enterprise resource planning (ERP) is the application company-wide of specialised systems used to manage and coordinate resources, information and functions of an organisation from disparate and or shared data sources. The goal is automation of the internal processes of the organisation to drive efficiencies and competitiveness.

 

Information about customers, on the other hand, is best managed by harnessing customer relationship management systems, where the focus is on managing contacts and the hows, whys, wheres and whens of creating and developing individualised customer relationships to help build loyalty.

 

Although the goals of enterprise resource planning and custom relationship management are quite different, it is when they are integrated that substantial gains are realised.

 

Working in harmony, these two disciplines help automate customer-facing and the internal organisational processes. Together they improve customer satisfaction by tracking every part of a transaction, recording specific customer issues and preferences.

 

Instead of lost sales opportunities, inefficient customer servicing, duplicated efforts and a much higher cost structure these two disciplines when integrated work together to deliver significant improvements in information flow and organisational efficiencies.

 

Oakton has helped hundreds of clients dramatically increase the effectiveness and efficiencies of their business operations and customer relationships to realise significant gains in customer service and retention, higher revenues and upsell opportunities while enhancing productivity, increasing quality and boosting customer satisfaction.

 

To find out more about Oakton’s work in this area please contact Duncan Groenewald,  Frank Rideg or Simon Lowry