The problem
One of the most common business challenges we encounter is clients duplicating basic information, such as customer details, in a variety of different places.
While this may seem inconsequential from a business point of view, in actual fact it can have a number of implications.
Firstly, it multiplies the effort involved for each new entry, as well as when an update is needed to that information, as it will often have to be completed manually, which also leaves room for error.
Secondly, and more importantly, if the update isn’t made across all entries, it risks upsetting and alienating customers – both existing and potential.
Moving house is a good example, and one we’re probably all had experience with.
A new home is exciting in many ways, but what is less exciting is having to communicate your change of address with the long list of businesses that hold your details.
In theory, you only have to notify each business once – however, that’s not always the case.
At Sapere, we know from experience that many businesses, no matter their size, don’t necessarily have joined-up, integrated systems.
That’s because most of them have multiple software systems, which were often bought off the shelf as individual components over a sustained period of time. Such systems may have been bought to deal with lead generation, stock ordering, managing the dispatching of goods, processing invoices or banking – and the issues arise when they don’t communicate with each other.
So, while placing a call to notify a company of a change of address makes the customer believe it’s been actioned across the board, that may not be true.
Which leads to the situation, many months down the line, when a piece of important correspondence the customer is expecting doesn’t arrive. They call the business to ask why, and it turns out they have several systems containing the address details – and not all of them have been updated.
It also leads to homeowners being frustrated by receiving post for previous occupants months, or even years, after they’ve left the property.
In both examples, the error impacts on the customers, with consequences ranging from a minor inconvenience to significant financial loss.
The solution
As we’ve discussed before, digital transformation needs to take place in every business in order for it to thrive, and here, it holds the key to ending frustrating, unwieldy systems like those outlined above.
With a bit of thought and technical knowhow, systems can be integrated so that when the address – or any other information – is updated in one place, the change is then propagated across all other systems in real-time.
Not only will this simple change keep customers happy, but it also reduces duplication of effort which improves efficiencies, reducing human error, and potentially even increasing profit.
That’s why if you have systems that don’t talk to each, you can talk to us.
At Sapere, we have years of experience in system integration – and it may not be as expensive or as disruptive as you think.
In fact, there are even off-the-shelf solutions, such as Zapier, which allow non-technical people (you know who you are!) to integrate systems for a small monthly fee.
While anything more complex will require more in-depth knowledge and skill, which we can provide, it’s a great place to start to see what integration can do.
After all, it’s always better to start small, appreciate the benefit and then reinvest when the time is right.
If you have a software integration challenge you’d like to discuss, contact our Teesside team on 01642 955645 or email sales@sapere.co.uk.