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Use Kechie to Improve Your Customer Service

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Use Kechie ERP to Improve Your Customer Service

One of the most important determinants of business success is the level of customer service that you can provide.   Great customer service will establish long term win-win partnerships and differentiate yourself from your competition.  My Office Apps (MOA) is a firm believer in building lasting relationships and sharing experiences, which is why refer to our ‘Clients’ as ‘Partners’.  We continue to strive for improvements and introducing new features to the Kechie offerings.

MOA would like to offer the Best-in-Class Customer Service Experience to allow our Partners the ability to nurture their customer relationships.  As the business continues to grow and often with limited resources, managing customer relationships can be a difficult and daunting task.  MOA’s new Customer Service Module is available 24/7, so our partners can provide excellent service to their customers.  MOA’s Customer Service Portal seamlessly integrates into our Partner’s website.  It will provide access to our Partners and their customers to open support tickets and follow up on other questions.

 

Your customer will have the ability communicate through the portal and even the capability to upload attachments with pertinent information.  A ticket is generated with a case number for your customer as reference and transmitted to the Kechie ERP system Customer Service Module.  From this module your Support Team will have real-time access to follow up with appropriate actions depending upon your own Service Level structure.  Tickets can be as simple as answering a customer’s question or issuing an RMA.  All RMA’s can be authorized and generated within the Kechie ERP system.  Further, you and your customer will have access to view the status of the ticket 24 by 7. be authorized and generated within the Kechie ERP system.

One feature of the Kechie Customer Service module is that it provides an efficient way of tracking the level and quality of service that our Partners are providing.  Each customer service request can be put into one of eight status classifications including Open, Closed, Approved, Cancelled, Complete, In Progress, Rejected, and Waiting. The reporting capability within the Kechie ERP system can help filter the requests by the status or any other searchable field which will help manage the requests and analyze various  benchmarks including response time, number of open requests, etc.

We know the Customer Service Module is a great addition for our Partners and their customers.   To see a demonstration and learn more, click here to schedule a demo or contact us by phone at (714) 486-1487 so we can show you the great features of this new module.


What to Look For in ERP

10 Important Factors to Look for When Comparing ERP System Examples

What to Look For in ERP

10 Important Factors to Look for When Comparing ERP System Examples

Many companies will try and get by with a very basic internal management system when they first start out. When their businesses begin to grow, however, they will end up with a bunch of patch-worked systems that may not work very well together. This can make both system maintenance and daily operations a little difficult to keep up with.

It doesn't have to be this disorganized, there is a better answer. An ERP system. Here are a few ERP system factors that you should look for to make the switch over.

1. It Should Work with Company Goals

The biggest thing you should consider when choosing an ERP database is will it work with your company's goals and objectives. The objectives are different for every company but here are a few things for you to consider.

Can you double your business with the resources that you have? Can you eliminate redundancies so that each task will only need to be performed once and multiple tasks can be blended together? Lastly, is it possible to bring your product to the market faster?

 

2. Functional Requirements

The needs of your business will determine the features that are the most important to you. Pay attention to all of the daily functions your company processes on a regular business day and make a list.

But don't get that list lost in mountains of paperwork.  You need to actually review it. Make sure you do this even if your current process is using an outside system like a spreadsheet or whiteboard.

 

3. Budget and Resources

Don't pay extra for features that aren’t needed. The most expensive option is often five times the cost of the least. Some companies do need the advanced functionality that comes with the higher priced option, but don’t automatically assume that you need to have it.

If your criteria aren't as complex, why should you pay more for functions that you're not going to use? When shopping around for your system software not only should you look for one that is in your budget but one that will also adapt the best with your company.

 

4. Reporting

An ERP with built-in reporting will be crucial for your company if you want to stay on top of the latest trends and key performance indicators (KPI).

Good reports can let you know what's working and if you're not making the mark when it comes to sales. If you pay attention to it, you can alter your approach to fix the issue.

 

5. Use a Team that You Trust

When you're picking a system you will need to think about who on your team will be using it. Who will be good at making the necessary changes to the system when the time inevitably comes for it?

The answer to these questions will be a huge deciding factor for the success of your projects. It's because of this that you need to make sure the system you choose is easy to use.

It needs to have a functional user interface, but we'll get into that a little later.

 

6. Is it Complete

Research the different solutions that the software will offer. Is it possible that you will have to purchase a bunch of point solutions along with the ERP to get it to function the way you want?

The best business management functions should be performed with a simple, integrated end-to-end software system. These are affordable in the long run because it will save you money on development and interfacing.

 

7. Speed it Takes to Implement

Will you be purchasing your ERP from a reseller, or directly from the company that developed it?

Experts in the software tend to take less time implementing it. You have to do a little more research if you're buying it from a reseller. Check out reviews and see how they approach implementing and if their projects were delivered on time and on the right budget.

 

8. Accessibility

For companies who send out their employees out to the field to work, mobility will help you continue feeding information to them.

It's important to have the ability to access the CRM and the entire software from anywhere to have all of the data up-to-date. You need to be looking for a cloud-based solution when making your choice so your project can keep going anywhere at any time.

 

9. Hosting

You have to take a step back and not only see how big your company is, but also how strong your internet connection is. Do you have onsite IT support or is it outsourced?

These are the biggest things you need to consider when deciding to host on-site or in the cloud. What might work for one company might not for another.

 

10. How Good is the User Interface

The ERP database will be helping you manage all aspects of your business, so you're going to want it to be user-friendly.

A consistent user interface means that it will look and feel the same throughout the system in each module.

This means that you won't have to learn where everything is each time you use a different part of the software.

ERP System Examples for Your Company

These are a few ERP system examples that you should be looking for when choosing which one will be best for your company. It should be easy to use and go right along with the goals you set out to meet. Every company is different, which means that what might work for one company might not work for yours. Take your time to do your research and find what's best for you.

If you're ready to start looking for a system schedule a demo to see how we can fit into your company!

 


ERP system examples

What Does ERP Stand For? What Can It Do for Businesses Today?

 

ERP system examples

What Does ERP Stand For? What Can It Do for Businesses Today?

A business that handles supply chains, manufactures products, or distributes goods should be using Enterprise Resource Management (ERP) software.

From instant stock overview between global locations to real-time delivery reporting, ERP can boost the efficiency and productivity of any wholesale, manufacturing, or logistics business.

Many companies, however, still rely on outdated legacy systems, paper-based documents, and even incompatible software across departments.

ERP is a type of management software that allows a business to plan, process, and review operations.

But, what does ERP stand for, really? What does it do, and why is it vital for businesses to have it?

What Does ERP Stand For, and How Could It Benefit You?

ERP stands for more than just 'Enterprise Resource Management'. It stands for business efficiency, improved processes, and reduced stress levels!

Writing every benefit of ERP software for a business would produce a work larger than War and Peace.

Instead, we've distilled the key benefits of ERP into six key points that'll help you decide whether it's right for your business.

Improved Productivity in the Cloud

Cloud-based software can be accessed from any device, anywhere. This means a multi-site distribution operation can easily see the same information from one site as another, regardless of physical location.

Cloud software reduces documentation inconsistencies, as everyone works from the same system wherever they're based. You'll no longer struggle with mismatched documents and outdated versions: everything is within a central hub.

That also means it's easy to train staff, and they can take their knowledge wherever they move in the company. Everyone using the same resource planning software will reduce training requirements and improve efficiency.

Fully Scalable Software

Cloud-based ERP software is hugely beneficial to growing businesses. An ERP system is comprised of modules. This means you can choose to have whichever modules suit your business at that point in time, and add or change modules as the business adapts and grows.

ERP systems are scalable, allowing you to operate on a per-license basis instead of paying for individual licenses on every device. There are no wasted software costs: you only pay for what you need.

Cloud software brings one more significant benefit: minimal downtime. With software that's physically installed on devices, each one requires downtime whenever updates are required.

An ERP system based in the cloud means updates take minimal time and cause little disruption. Even big updates, such as the introduction of new modules, can be easily carried out.

Multi-Device and App Compatibility

An ERP system that operates from the cloud also widens the opportunity for multiple device use.

For example, you may want your office based staff to run the software on desktops, but your factory floor requires integrated tablets for stock monitoring. An ERP system in the cloud allows for multi-device access, so you can choose the best device to suit the situation and staff needs.

Field workers, such as delivery drivers, will also benefit from multi-device capabilities as they can keep in touch and provide real-time updates using a smartphone or tablet. Deliveries can be marked as complete as soon as the recipient signs receipt, with real-time updates showing on the ERP system.

A good ERP system will also integrate with other common software used in manufacturing and distribution companies, such as Shopify and Salesforce. This minimizes the reproduction of tasks, making every department more efficient.

Better Integration Across Departments

An all-inclusive ERP system allows for efficient communication between departments.

Instead of sharing spreadsheets between accounting and inventory management, both departments can view the relevant information within the ERP system. It's all in one place, and it is easy to share and access the most pertinent information.

Documentation can be standardized across departments, making all administration tasks faster and more efficient. Staff will know where to look for relevant information, saving time and improving productivity.

Integration across departments also allows for full, real-time visibility of operations. You can easily check stock inventory levels, factory supply problems, logistics charts, and even budget targets in one fell swoop.

Fast and Easy Reporting

Being able to gain a clear overview of the full ERP system at the management level also allows for fast, clear, real-time reporting. Whether a snapshot of a department's operations is required, or an in-depth analysis of non-conformities is needed, it's easy to generate reports.

Real-time reporting means data can be quickly analyzed and a business can respond more rapidly to anticipated errors. This will reduce non-conformance costs, improve client and supplier relationships, and boost customer retention.

Reports can be created to suit the audience they need to reach, too. A board level meeting will need detailed reports, while a senior management meeting may require less detail and a more visual representation of data.

Reduced Audit Time

Whether it's the accounts team, a new potential customer, or an ongoing supplier agreement, audits are a regular pain for most businesses.

Finding audit trails takes time in a traditional paper-based business. An ERP system, however, allows for easy access to relevant information for fast auditing.

Instead of taking up weeks of time prior to every audit, your accounts or quality management teams can provide complex audit trails within a day.

Improved Security

Different access levels in an ERP system allow you to control who can see, upload, and edit documents. This improves security, as only those with the highest clearance or on a need-to-know basis will be able to see sensitive documents.

Limiting access also improves staff productivity. People will know how to use their part of the ERP system, without spending time looking for information in other places. Everything they need for their job is accessible, without any unused files or folders to clutter up their processes.

Security is also improved with an ERP system as it will cut the risks associated with human error. Database fields will notify errors, unlike a spreadsheet. Change logs will show who altered what and when - so you can trace the source of errors

Book a Free Demo

The customizable nature of ERP software means it can be hard to visualize how it will specifically benefit your business. If you've never used integrated management software before, it can all sound quite confusing.

If you're still asking yourself, "What does ERP stand for?", don't worry. It's much easier to understand when you can see the software in action.

Book a free demonstration to find out just how ERP could benefit your business.