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Case Studies
Customer Support Crisis: Adding CRM to ERP
Rapid company growth meant more customers contacting the Customer Service department for help. Adding more customer support reps helped for a while, until the number of people using manual processes, spreadsheets and emails led to the inevitable problems of inconsistent actions and solutions, customers falling through the cracks, and a drop in customer satisfaction...
ERP: From Stalled Project to Smooth Go-Live
A company was struggling with their ERP implementation. They had restarted the project four times, and every time the project slowed and eventually stopped. The software vendor had assured them they could go live in 6 to 9 months but so far they had not made any progress managing the implementation project internally...
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