The Case for Integrated Processes BY Tim Blades Pat Murphy and Matt MacPherson

An Integrated Process is: The flow and exchange of information between departments within a company in order to achieve a common goal or the goal of a specific department.

More notes on Integrated Processes Integrated processes also involve the exchange of information between your company and its customers. Examples of customer/company information exchange can include websites, surveys, and customer service hotlines.

More notes on Integrated Processes Exchange of information between partner companies is also part of an Integrated Process.

Integrated Processes Help a company become more efficient. Over time, a company can see if a part of the Integrated Process is unnecessary, and that part can be eliminated from the company.

Technology Easier information exchange Makes sending and receiving information easier and more convenient

Integrated Processes Market products and services quicker Increase sales, revenue, and income Improved customer service and satisfaction Increased efficiency Increased employee productivity and satisfaction

Information Technology Team Saved three million dollars in operating expenses Better exchange of information between the customer service department, the field service department, and the spare parts department facilitates increased customer satisfaction

Global Transportation Company Developed a company website Website allowed for partners to obtain information Also allowed employees to work in a virtual workplace, which increased productivity by 80%

Implementation of Entry Level CRM System Should be able to store all company and contact details Create and store customer correspondence (eg. s and documents) Profile clients by interest and geography Manage sales opportunities Able to link with accounting software Integrate with Outlook and phone system

Before Starting an Integrated CRM System a Company Should Consider: Providing an overview of the key business processes Understanding of existing systems and their capabilities Be aware of change management issues Their technical proficiency for better integration with current systems Having a flexible implementation of the project

Characteristics of a Good Integrated CRM System Has the ability to link and integrate information from different systems Allows the customization or addition of vital customer information Automates mundane tasks Gives customers the ability to access information for their needs Is scalable to keep up with growth Is rugged and reliable for business continuity Provides a platform for single or multi site companies

Conclusion By integrating your companies various processes, your company becomes more efficient. Money can be saved, more money can be earned, and employee productivity and satisfaction can go up. For the best form of integrated process, it is important to have exchange of information between all parties involved in working towards a goal. In today’s world, technology is integral for the exchange of information. And last, but certainly not least, integrating your processes can lead to increased customer satisfaction