Process Improvement Between Company Departments with the Integration of ERP and CRM Software Programs

Year 2023, , 241 - 261, 27.06.2023

Miyase Ulusoy Yılmaz , Bahar Özyörük , Sema Bilge Ocak

https://doi.org/10.54287/gujsa.1255461

Abstract

This study aims to examine the processes of a company that uses Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems, which are known as integrated systems, and improve these processes in an enterprise that produces decorative acoustic suspended building products. The company started to use Netsis software as an ERP system years ago. Then, it purchased the LogoCRM software, which could work integrated into Netsis software, to ensure information flow between these systems easily. Since it is known that the company still experiences information flow issues between the departments although the ERP and CRM systems of the company are integrated, the study tried to minimize these deficiencies in the information flow between the production and sales & marketing departments. The problems experienced between the departments of the company that we work with were determined by the interviews with the ERP and CRM system users in the company, and the ERP-CRM software was customized to be suitable for the use of the company. A user-friendly interface has been designed in the CRM software, and by providing integration between the software, it is possible to see the stock balance information instantly in the CRM software. In addition, in the CRM software that will work integrated with ERP, a smart coding algorithm was developed to minimize errors by considering the possibility of the sales team misreading the product cards, and it was aimed to reduce user errors by minimizing the screen interventions of the users. In the study, ModelEditor was used for the improvements made in the SQL-based CRM software. With this study, communication problems between sales-marketing and production departments were reduced by providing ERP-CRM integration. As a result of the improvements made, a common language was developed between the departments, reducing the amount of faulty production, and time savings were achieved by reinforcing the cooperation between departments.

Keywords

ERP-CRM Integration, CRM Software System, ERP Software System, Information Technologies, Integrated Software Systems, Coding

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