In today’s competitive retail landscape, delivering exceptional customer service is paramount for driving sales and building customer loyalty. Behind the scenes of a great store or website, are a myriad of financial, operational and other software systems and processes that enable retailers to ensure this: to operate optimally and ensure that the customer can buy the goods they want, in the size and colour they want, at the price they like, when and how they want, and to be recognised for their loyalty to a store, company or brand. Securing the sale and driving repeat purchase is vital.
ERP, CRM, WMS, POS, 4PL are some of the main systems and services that enable retailers to manage their businesses and help do this – but these mean nothing to the customer, nor the shop assistants that use the systems.
This article considers how these systems translate into what is meaningful for the customer and useful for the shop assistant in everyday retail interactions: specifically, how ERP and CRM systems deliver value for the customer.
The Shopping Experience
As regular shoppers navigate the vast and competitive retail landscape, they have come to appreciate the true value of exceptional customer service. Walking into a store, they expect to be greeted warmly, treated with respect, provided with personalized assistance, and to walk out having bought what they came in for. These elements define the shopping experience and influence loyalty to a brand.
One standout moment occurs when a store doesn’t have the item a customer is looking for but goes the extra mile to ensure they get it. Imagine a shopper discovering that the dress in their size or the specific colour of shoes they want isn’t available. Instead of facing disappointment, the shop assistant reassures them that they can order it and have it delivered to their home the next day or even within an hour if another nearby branch has exactly what they are looking for. Knowing the customer’s purchasing history and loyalty, a store with a great ERP and CRM system, can go the extra mile. If the item is urgently needed, some brand stores in larger cities can even arrange for the item to be delivered to the initial store within the next hour so the customer can take it home the same day, even though it wasn’t initially in stock.
This level of service transforms a potential negative into a delightful experience and solidifies loyalty to the brand. It also exemplifies great customer service.
Behind this seamless service lies a robust ERP system. While customers might not know anything about ERP or eCommerce, they do understand the impact on their shopping experience – and even these days demand it. A great ERP system links all the shops within the network, as well as with the warehouse and delivery provider, providing real-time visibility of stock levels across various locations. Moreover, a store assistant with little tech understanding can find and organise a specific item to reach the customer, whether it’s by size, colour, or style, and arrange for it to be delivered to wherever the customer needs, all thanks to the ERP system.
The magic of a well-implemented ERP system doesn’t stop there. It integrates with the store’s CRM system to keep track of customer preferences and profiles, understanding who a loyal or new customer is. This integration means that the shop assistant knows the customer’s buying history and can offer personalized recommendations, enhancing the shopping experience even further.
What truly delights is how user-friendly these systems can be for the staff. The company’s software vendor can set up different views for the store assistants, allowing them easy and quick access to key information. It provides them with up to the minute accurate information, and enables them to secure sales, deliver great customer service, and ultimately manage customers in a way that benefits the company’s revenue and overall brand. When a store assistant can effortlessly navigate the ERP system (without even knowing it’s an ERP) to check stock, place orders, and manage inventory, it showcases the system’s efficiency and effectiveness. Store assistants don’t need to know anything about an ERP or CRM; they just need a user-friendly platform that enables them to work seamlessly, providing up-to-the-minute information.
It’s not just about technology; it’s about making the customer feel valued and ensuring they get exactly what they want without hassle, while also empowering store assistants or a website to provide great service. That’s what a great ERP system looks like – it empowers everyone in the company, right to the store assistants, to provide exceptional service – and keeps customers coming back.
A great ERP partner can help businesses design and implement such systems, ensuring that both customers and employees benefit from it – which can ultimately result in increased profitability and a well-loved brand.
Conclusion
A system like Microsoft Dynamics 365 has a breadth of business functionalities that enable a company to run its business, financially and operationally. Moreover, D365 has enormous capability to integrate with other key and necessary systems. At a customer or shop assistant level, such a system provides a seamless and efficient operation that enhances the entire customer experience, whether in store or online.
For companies seeking to maintain a competitive edge in the retail market, choosing the right ERP partner is essential. Dynamo Global offers more than just an ERP solution; they provide a strategic partnership focused on optimizing your business operations and driving growth. Reach out to Dynamo Global today to discover how the company can help your business achieve new heights with the power of D365.