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Once an order has been created in Sage CRM, a corresponding order is automatically
generated in the ERP system where it can be processed immediately. Delays and errors are
eliminated because: (1) accurate pricing and VAT calculations have been carried out within

the CRM system at the point of entry and (2) the order already includes all of the data
required by the ERP system.
Companies, as a result, can achieve significant cost and time savings on an on-going basis,
as well as significantly enhancing customer service through on-schedule order fulfilment and
reduced order errors. The following diagram illustrates the uninterrupted, optimised, costefficient
and customer-centric front-to-back-office process flow that Sage CRM provides

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Self-service enablement
Sage CRM also provides the capability to deliver key CRM functionality directly to customers
through a self-service web portal which, when combined with front-to-back-office integration,
allows customers to:
1. Access their full account details online including invoice and delivery history
2. Configure and place orders online using pricing rules that automatically incorporate
company-specific volume purchase agreements and discount structures.
3. Query order and delivery status online, as well as proof-of-delivery details.

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A cost-effective, flexible and upgrade-ready integration platform
Sage CRM’s front-to-back-office integration capabilities are particularly cost-compelling for
organisations that have already invested in a Sage back-office solution. Specifically, the
integration component can be deployed using minimal consulting resource and, generally,
without the need for additional hardware infrastructure. Additionally, because Sage CRM’s front-to-back-office integrations are loosely coupled and SOA-based, they are upgrade safe
and also facilitate future migration from one Sage ERP product to another while minimising
cost and risk

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Conclusion
Independent research suggests that customer intelligence gaps still exist after the majority
CRM implementations because the issue of back-office connectivity has not been adequately
addressed. Where this is the case, customer data cannot be shared effectively and business
processes are punctuated by errors, delays and paperwork. This is likely to result in
customer satisfaction issues and spiralling administrative cost. The success of a CRM
project, therefore, should not be judged solely on how effectively it brings together font-office
operations, but on how it also facilitates interoperation with the back-office environment,
encompassing people, processes, departments and applications.

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manage customer relationships more effectively, reduce costs, increase profitability and
achieve sustainable competitive advantage over the long term. Front-to-back-office
integration, however, can be costly and complex for companies, especially SMBs. The use of
pre-packaged integration, therefore, represents the most effective solution for these
organisations.
Sage CRM provides out-of-the-box integration to market-leading Sage ERP products. This
equips SMBs, on a low-cost, low-complexity basis, with consistent customer data across
their front and back-office environments and provides users with real customer visibility
across financial and non-financial data, as well as facilitating straight-through processing
which significantly reduces errors and administrative cost. Over the long-term, companies
using Sage CRM’s front-to-back-office integration capabilities can expect to significantly
decrease administrative cost, increase customer satisfaction and consequential revenue
opportunities, and build sustainable competitive advantage in an increasingly challenging
marketplace.