A quick and appropriate communication, both within the production sale/chain and the outside world, has become an essential asset for companies. The company computer system must also be accessible to people operating in foreign countries with different foreign languages.
These goals can be reached thanks to the integration of all brand new technologies (VOI P, Mail, EDI, XML) into the ERP system. All business processes are in fact available to all external operators: branches, distributors, sellers, technicians, consultants, customers and suppliers.
All companies which own foreign branches or wish to communicate with foreign operators in their local language can use a unique data structure and a unique business management system. Menus, descriptions, messages, comments and on-line help of all functions are automatically displayed in the language of the operator who enters the system (Italian, English, Spanish, German, French…).
VOIP Desk (IP Telephony)
In addition to the functions of a highly developed branch exchange, integration with VOIP software allows to reduce telephony costs, because it exploits the Internet to make phone calls and connects all branches as if they were direct inward dials. Furthermore, this system automatically generates statistics on the company’s telephone traffic and reduces maintenance costs, since internal telephone network is not used anymore.
Integration with the management information system allows to
- immediately display data and information concerning the caller; perform better as far as service quality is concerned, since waiting times are reduced and the search for the most suitable interlocutor is automatic;
- display different information about the caller depending on who is receiving the call (for example, the administrative area is interested at statement of account and bill book, the after sale at the products in maintenance, agents and sale managers at orders and offers, the purchase office at suppliers’ deliveries, etc.);
- open marketing or maintenance activities on the ERP system, which may depend on who is calling, traceability of the callings and “to do list” for each user.
FAX and E-MAIL Interface
Print previews of all documents are displayed. Documents can be sent via .PDF format, e-mail, fax (automatic connection to fax machine) or XML (see) at the same time.
The flow of incoming e-mails is collected within the “value stream”. ERP system, and in particular the CRM functions, is integrated with the mail server (Outlook or Notes) by means of a “parsing” that makes use of “interpretative heuristics” of texts in relation to data pertaining customers, names, prospects, branches, offers, orders, etc. This integration allows to register each message received from whatever customer account to whatever internal account, and vice versa. Registration and classification of e-mails allows to generate an information database which has become essential within all business processes: requests for business and technical information, requests for sales and technical modifications, new delivery dates, amount, etc. happen to be sent more often than ever per e-mail.
Production and Sales Chain (XML)
EDI (Electronic Data Interchange) automatic transmission and receipt, with “XML” technology, of all types of documents within the production and sales chain: orders, bills, invoices, accounting processes, customers, suppliers, carriers, banks, alternative addresses, etc.
data are imported from other computer systems and directly loaded in SAM
data are transmitted from SAM to other computer systems