Business automation: CRM, BPM and ERP
Automation of businesses is a necessary condition for companies oriented to stable growth and development. CRM, ERP or BPM – the choice of the system depends on the scale of the company and the complexity of the processes.
The development of digital technologies has led to a fundamental change in the way the enterprise is managed, the structural elements of which have become part of a single information space.
The potential for creating an effective management system can be provided by processes supported by special information technologies – systems for business automation. Automation of business processes is a priority task of any company focused on stable growth and results.
Small companies begin with the automation of processes of interaction with customers and start using a CRM-system, as the business becomes scalable – they move to ERP to improve the processes inside the company, then – to BPM. Let’s find out what all these abbreviations mean and how to understand when to use each of them.
Business automation at the start: building relationships with customers
CRM-system is the first IT solution that should be implemented in the company if your activity is related to trade and customer service. If your business is not a metro kiosk and you have more than one customer, you definitely can’t do without a CRM.
The tool is not just a notebook with addresses, customer phone numbers and information about transactions. First of all, it is a system that allows you to build stable and long-term relationships with your customers.
The functionality of modern CRM today is much broader than the described features. For example, bpm’online https://www.bpmonline.com) allows you to unite all the client processes of the company in a single platform in marketing, sales and customer service. (You can learn more about this support software by visiting the website https://www.bpmonline.com/service)
Improvement of the process organization within the company
To make a company’s processes more organized ERP-system is being implemented. The abbreviation stands for Enterprise Resource Planning, that is, enterprise resource management. The system unites all structural units and functions of the company in a single information space.
As a result of the implementation of this system, the communication between departments is improved, the confusion with functions that employees must perform is eliminated, and, as a result, the company gains an additional competitive advantage in the form of better organization of work and creation of additional services demanded by consumers.
Business automation at the highest level: going deeper into the processes
Mature companies tend to look more closely at their processes, constantly looking for ways to improve them. Successful implementation of the BPM-system can be considered the final stage of full business automation.
If the main purpose of the ERP-system is the optimization of processes within the company by reducing time and financial costs, the BPM systems solve tasks of a higher – strategic level. Systems of this class are needed when there are a number of unusual processes in the company that need to be constantly changed and adapted.
Thanks to the close integration of the design, execution and monitoring, these support software allow creating a process of any complexity on the go and immediately putting it into operation. Often, BPM system is an addition to CRM. Moreover, BPMS can be enhanced with DCM (Dynamic Case Management) technologies.
This is already a new level of business automation, when the company has so-called adaptive processes, the results and steps of which are not provided in advance and depend on the circumstances and decisions made during the implementation of the process.