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By: Anusha

The Role of ERP in Customer Service


In the current world of business, companies have one thing in common, an ERP system managing all the business processes. ERP is a centralized system that takes care of different faces of business and helps to grow.

With the help of ERP implementation, we can easily build streamlined business process and systematic and organized workflow.

However, there is one difference that current companies have. They all have clients, and some of the companies implement a Customer Relation Management system to handle all the clients. Some others implement a customer service module within the ERP after Open source / Odoo ERP  implementation.
Today, we will take the side of ERP based customer service and see how it improves the customer service.
Developing the module for ERP is easy. If you are using the Odoo platform, you might go for custom Odoo Development and get the customer service module up and run. There are many benefits of using own custom-made customer service module as it saves capital in a long run.

         1 .  Interaction with other areas of the system gives you a 'clear' view of the customer

         2 . Improves quality of product development and service delivery processes 

         3 . Maximizing opportunities and retaining high-value customers enhance revenue and profit.

         4 . Provides value-added services enable you to stay ahead of your competitors.

         5 . Organizes the customer experience through quick problem resolution

         6 . An easy re-run of customer information over and over again

How Customer Service Module Affect Your Organization?

ERP CRM module helps you know your clients better and includes many features such as activities of the marketing team, communication history, related contacts, and addresses of your customers.The flexible database structures enable you whatever information you would like to keep on your clients and maintain such information for your future reference.

A customer service module enables the organization to take care of the different types of processes including customer relationship management, sales order processing, invoicing and billing and much more. And also facilitates control and organization of entire sales process, from offer to invoice and sales forecast.

The biggest advantage is that your organization can now understand the customers, their buying trends, and other important statistics that will enable to increase sales and improve audience targeting.

Benefits of ERP customer service module


A complete view of your clients.

 How well do you know your clients? One of the biggest advantages is that it gives you a complete view of your clients. From prospect to sales and support, to finance and accounting, together these systems provide complete visibility into your customers’ needs, buying habits, order history, preferences, account standing, etc. This knowledge gives you better insight into your customer base, and also it can help you build lasting relationships with customers and determine where there is a chance for future growth. It can even help you anticipate your customer’s needs before your customer does.

 Controlling the Price Change Policies

The market is competitive and it is necessary for you to maintain flexibility in your products. The prices fluctuation according to the size, order type, and the market demand can be easily maintained using the ERP.

Customer Information and Online Purchase

Client information is one of the important factors of your company. With ERP, all the customer information are easily available online, including their orders. The clients can also order online as almost every product is listed online and hence enables the customer to purchase things when needed. With ERP, clients have access to inventory levels, the catalog of products, and other important and essential information. This not only improves user experience but also automate a lot of stuff for which manpower is needed.

Better access to critical information.

A CRM module in ERP solution gives your employees the ability to access important information in real-time. For example, when a customer contacts your employee with a simple question about the status of an order, your employee should not have to go into different systems to access that information. A fully integrated ERP and CRM solution empower your employees with access to the information they need exactly. Within very few clicks, they can get back the information regarding inventory levels, shipments, customer financials, order history, returns, payments, pricing, etc. In short, transparency can be achieved easily.

Customer service is providing the best possible experience for clients at the point of sale. It is also about maintaining the right price and delivery quality. Current generation Odoo ERP systems are capable of handling customer relationship management effectively.

For achieving desired success, management continuously aims for increased sales performance, superior customer service, and enhanced customer relationship management.

ERP offers consistent and readily available customer and prospect data, allowing you to manage pre-sales activities, perform automated sales processes, deliver consistent customer service, evaluate sales and service successes and identify trends, problems and opportunities.


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