Enhanced Customer Engagement: A Visual Tale of Seamless Information Flow

With a focus on increased customer satisfaction and faster turnaround, there is an implicit need for both front-end systems (CRM) and back-end systems (ERP) to be tightly coupled with a seamless flow of information from the “Order to Cash” team to the “Incident to Resolution” team.

The following comic illustrates a scenario of a customer ordering services along with products and how the information influences all the associated personas: customer service representative, order entry associate, dispatch manager, logistics manager, field engineer, customer and customer service manager.