After-sales software integration: how to connect it to your information system?

Captivea France, Célia JAY

After-sales software integration : The rights You are totally convinced by the usefulness of a new customer service management software, that's not the problem. However, you are beginning to wonder how to proceed with integration into your company's information system. Indeed, a after-sales service software is structuring for the company, so technical aspects should not be taken lightly. Here are some simple rules to help you integrate successfully.

After-sales software integration : The boss

The boss you will designate

In the context of a after-sales service software deployment project, the first question to ask for the IT department is: which company software will be the master of the customer data? Does the ERP have to fulfill this mission or is it the new customer service software?

The CRM or the accounting system? It is a difficult choice and the best thing to do is to discuss it with the various department heads. You will then be able to determine in full knowledge of the facts, the software that will serve as a reference for the entire organization.

After-sales software integration : Interoperability

Interoperability you will check

Future users of the after-sales software will most certainly already have a whole bunch of applications they use on a daily basis. Of course, some will be deleted with the implementation of the after-sales service software, but others will have to be retained.

Make sure that they can be connected to the new platform easily, otherwise its ownership could be compromised.

After-sales software integration : The gateways

The gateways you will create

Now that the master of the customer data is validated and the interoperability of business applications verified, you can move on to the next step: gateways. In theory, if you have chosen a good after-sales service software, the gateways between it and the ERP (or CRM) should be simple.

The same is true for business applications. Of course, it is best to be accompanied by an integrator who is an expert in this type of problem.

After-sales software integration : The integrity

The integrity of the data you will ensure

More and better tracking of customer data is now required. However, this does not mean that their integrity is assured. You must therefore think with the business lines about setting up safeguards and processes to maintain quality data.

After-sales software integration : The rights

The rights you will define

Not all employees may need (and have an interest in) having access to all customer data in the after-sales service software... Depending on the sector in which you work, some of this data may, for example, be sensitive. You can also decide to give access only in read mode to certain users in order to avoid unnecessary interventions in the files... In other words, a good management of user rights is a key step in such a deployment.

The hosting

The hosting you will choose

The question of SaaS vs. On-premise... Everyone has their advantages and disadvantages but it is true that SaaS software is much faster to install, maintain and evolve. On the other hand, if you choose for the on-premise, consider outsourcing your hosting, which can ultimately save you time and money.

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