Inspired by public retail integrations, Commerce Sphere’s method reduced customer churn by 10% through optimized ERP-CRM connections for multi-market efficiency.
Business Problem:
General Retail Co., a fictional mid-sized UK retailer with global e-commerce operations, struggled with siloed ERP and CRM systems. This led to a 15% customer churn rate due to delayed order updates and poor data visibility across 10 international markets.
Process:
- Assessment: Identified data silos between ERP (inventory, orders) and CRM (customer data).
- Integration Plan: Used vendor-neutral APIs to connect existing ERP with Salesforce CRM, avoiding proprietary lock-in.
- Optimization: Automated order processing and customer updates, with real-time dashboards for performance tracking.
- Testing and Rollout: Piloted in the UK, then scaled globally over 6 months, with continuous monitoring.
Completion and Results:
Integration reduced churn by 10% and cut order processing time by 25%. Real-time data improved decision-making, boosting sales by 12% in key markets. The vendor-neutral approach allowed flexibility for future platform upgrades.
Client Benefits:
- 10% reduction in customer churn.
- 25% faster order processing.
- 12% sales increase via data-driven insights.