A new IDC Manufacturing Insights report has uncovered how important a customer-oriented strategy is for manufactures and how crucial enterprise resource planning (ERP) solutions are to improve their customer’s experience.

US-based Epicor Software Corporation, a leader in business software solutions, revealed the white paper for manufacturers, entitled ‘Get Customers Inspired: How Modern ERP Can Support Greater Customer Experience’.

IDC Manufacturing Insights surveyed over 460 enterprises across multiple sectors including industrial machinery and equipment, high-tech and metal fabrication, covering 13 countries worldwide.

“The research revealed that many manufacturers have an immature understanding of how a customer-oriented strategy can be implemented within an organisation,” said Pierfrancesco Manenti, head of IDC Manufacturing Insights research practice in Europe, Middle East and Africa.

“Manufacturers need to move along the spectrum for maturity in order to continue to stay competitive. This is especially important in more mature or developed markets where relationships and service levels have now become crucial differentiators.”

The research also uncovered that manufacturers can improve the customer experience by investing in a modern, fully integrated, flexible and easy to use ERP system that streamlines operational processes and connects back office with front office by offering integrated CRM, warranty and aftermarket functionality.

“We have known for a long time that ERP software can help organisations significantly reduce costs and improve profitability,” said John Hiraoka, executive vice president and chief marketing officer of Epicor.

“The survey shows the clear link between successful manufacturers and their understanding and use of ERP as a strategic tool for delivering a superior customer experience.”

“Modern businesses have to combine technology and processes with an embedded customer-oriented culture at all levels of the organisation to ensure they stay ahead of the shift, or they may simply not survive. An open and flexible ERP solution is an essential tool to achieve consistently inspiring customer experiences over time that will help the business to flourish and grow both now, and well into the future.”

Key Statistics revealed that in companies with 1,000 employees, over 90 per cent of respondents indicated that their ERP has limited, little or no contribution towards the delivery of a good customer experience. The opposite holds true for larger companies with over 5,000 employees.

Nearly 75 per cent of large manufacturers with 5,000 employees or more indicated that their ERP is a vital platform for delivering a good customer experience as it connects the back and front office operations.

Only 9 per cent of leading companies have fully realised the importance of creating a customer-oriented culture and process workflows to generate superior customer experience.

Conversely, the sellers focus is less about cost but more about delivering a good product and service to customers. Respondents are working hard to meet product/service features and function expectations and believe their customer will continue buying if they greatly deliver and support their product and service. - TradeArabia News Service