Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) are two different yet complementary products that can work well together.
CRM simplifies and standardizes customer interactions, ensuring a steady flow of sales into the business. ERP streamlines business processes, reducing overhead and providing a constant flow of products and services to consumers.
While either product can work well on its own, their true potential is realized only when they work together. This can create difficulties for businesses that have already opted for one or the other and now wish to complete the package.
With so many ERP and CRM vendors on the market, it’s difficult to tell which products will work well together. Some vendors offer both products, while others provide multiple options for integration, and still others require you to seek out a third-party solution. Here, we will examine some of the more popular ERP and CRM vendors, along with potential options for integration.
SAP ERP
As one of the world’s largest business software companies, it’s no surprise that SAP offers both ERP and CRM products. A standalone product, SAP ERP is a collection of modules that the end user can purchase to create their own customized ERP solution. SAP CRM is also a customizable collection of modules that can be integrated into the ERP solution. As such, the CRM is not available as a standalone solution and can only be purchased in addition to ERP.
For other popular CRM vendors such as Microsoft Dynamics CRM, Salesforce.com, and SugarCRM, a customized connector or third-party application is necessary to integrate with SAP ERP. Since customizations and individual needs will vary widely, your mileage may vary.
Oracle ERP
Another of the world’s largest software companies, Oracle, also provides module-based ERP solutions. Oracle also offers a range of CRM products, including PeopleSoft CRM, Siebel CRM, and OnDemand CRM. Information on integration is scarce; therefore, anyone considering integrating Oracle CRM products into an Oracle ERP installation should contact Oracle directly.
For Salesforce, Microsoft Dynamics CRM, and SugarCRM users, it is necessary to use third-party software to integrate with Oracle ERP.
Microsoft Dynamics ERP
Microsoft currently offers four versions of its ERP software: AX, GP, NAV, and SL. The version chosen will largely depend on the individual needs of the business, whether it’s a multinational trying to simplify compliance across different countries or a small company seeking to streamline industry-specific processes. Regardless of the chosen version, Microsoft Dynamics CRM should integrate natively.
If you’re using Salesforce or SugarCRM, you’ll need additional software from a third party to integrate Microsoft Dynamics CRM and their ERP offerings.
Infor ERP
One of the smaller companies on the list, Infor provides a wide variety of ERP solutions tailored to particular needs. Infor offers its own CRM software, called Epiphany, though it’s unclear which of their many ERP solutions it will integrate with. If you have an Infor ERP installation, you may want to contact them to find out whether Epiphany is right for you.
Salesforce customers are in luck, as Infor has partnered with Salesforce.com to create Inforce Everywhere. This application provides out-of-the-box integration between Salesforce.com CRM products and Infor ERP products.
Microsoft Dynamics CRM and SugarCRM users will have to rely on third-party applications to integrate with the many Infor ERP offerings, including: LN, LX, M3, Syteline, System21, Visual, XA, Adage, Sun Systems, Lawson, Distribution A+, FACTS, and SX.e.
Epicor ERP
Targeting mid-size businesses, Epicor also provides both solutions. Sold separately, Epicor CRM integrates with your Epicor ERP installation. Given how industry-specific and highly customized an Epicor ERP installation can be, Epicor CRM may be the easiest way to get CRM functionality without having to repeat the customizations on another vendor’s product.
As with most of the ERP vendors on this list, you’ll need a third-party application to integrate Epicor ERP with Salesforce.com, Microsoft Dynamics CRM, or SugarCRM.
Sage ERP
Sage also offers a CRM product, in addition to its various ERP solutions. According to their website, Sage CRM integrates with Sage 100 and Sage 300, although this may vary by region. For users of Sage 500 or Sage X3, it’s unclear whether Sage offers a direct CRM solution. Contact Sage for more information on product integration.
Salesforce.com, Microsoft Dynamics CRM, and SugarCRM depend on third-party applications to integrate with Sage ERP.
NetSuite ERP
NetSuite is a California-based, Software as a Service (SaaS) provider. They offer both ERP and CRM products, all hosted entirely in the cloud. They also offer more flexibility for integration than some of the other ERP vendors.
NetSuite’s CRM+ can be integrated with an existing NetSuite ERP installation, for an additional fee. CRM+ offers the typical CRM features, along with some other functionalities such as order management, sales forecasting, and more.
For businesses using Salesforce.com, NetSuite offers SuiteCloud Connect, which allows for integration between Salesforce.com products and NetSuite ERP.
Microsoft Dynamics CRM users can integrate with NetSuite ERP using NetSuite OpenAir Connect. This application also allows you to integrate other Office products like Word, Outlook, and Excel.
If you’re a SugarCRM user looking to integrate with NetSuite ERP, you’ll have to use a third-party application.
Integration Aggravation
It is unlikely that two separate pieces of software, especially those created by different vendors, will merge seamlessly. There will be some hiccups along the way. That being said, it won’t always be in your best interest to look for the software with the most straightforward integration.
As always, the best practice is to start with the core goals of your business and look for the software that helps you achieve those goals. A smooth transition isn’t much good if it leaves you with software that lacks some of the functions you need or requires massive customizations to be useful.
Start by identifying the ERP and CRM combination that best meets your overall needs, and then explore ways to integrate them effectively.
