12 ERP And CRM Implementation Examples To Learn About

1. Amazon

There is no need of introducing Amazon separately. It is a multinational company focusing on cloud computing, E-commerce, artificial intelligence, digital streaming and so on. The company is reported to use SAP as its ERP solution.

SAP has played a significant role in managing finances and processing data associated with Amazon’s processes. SAP ERP solution specifically manages Amazon’s sales, order management, logistic business needs, inventory management, invoice and billing management, financial accounting and human resource management.

Amazon is capable of reaching their global audience and targeted customers within an instant. Thus, they require to have a strong system that can support their day-to-day activities without leaving any room for any mistakes.

Amazon vendors have to work with the company by offering their high-quality goods to the global customers. Hence, it is crucial for them to get accustomed to the ERP systems for analyzing profit margins, keeping track of their sales, planning and maintaining schedules etc.

Implementation of SAP ERP system has certainly made it all easier and more systematic for Amazon and its sellers, which has brought the company more profit and an increasing customer base.

2. Walmart

Walmart is a retail giant based in the US, which is known for operating a chain of grocery stores, department stores and hypermarkets. It is also known as one of the largest companies of the US generating a huge amount of profit while being one of the 10 largest companies by US market capitalization.

Walmart has signed five-year deal with Microsoft for Microsoft Azure, which offers several ERP functionalities within its one platform. Some of the benefits that Walmart has acquired by implementing Microsoft Azure, are pointed out below,

• More efficient and diverse e-commerce opportunities.
• Seamless integration powered by Microsoft Azure, which allow integration with other ERP systems as well.
• Automated warehousing features to support the company’s inventory needs while offering a wide range of applications.
• Application of artificial intelligence for managing supplier relationship.

One of the primary benefits gained by Walmart is the competitive edge that implementing Microsoft Azure has gifted it with. Additionally, the ERP solution is also known for offering worldwide company management efficiency to the retail giant.

3. Starbucks

Starbucks corporation is a multinational coffeehouse chain based in the US, which is also known for its roastery reserves. Being a popular and busy coffeehouse chain makes the back-office processes quite tough for the company. Thus, they require a functional and accurate ERP system to support every day-to-day task.  

This is why the company has chosen Oracle ERP as their ERP system for automating the complicated and complex back-office processes. All three primary functionalities including enterprise resource planning (ERP), customer relationship planning (CRM) and supply chain management (SCM) are supported by Oracle ERP solution.

However, the main area to be benefitted by the implementation of Oracle ERP is the revenue analytics. The revenue analytics feature allows Starbucks to track their revenue generation, expenses and sales related data seamlessly. Thus, it definitely offers Starbucks a significant amount of ROI, without any doubt.

4. Cadbury

Cadbury is a 123 year old British multinational confectionery company, which is currently owned by Mondelez International since 2010. Cadbury has always been successful and very popular. However, in recent years it has faced issues in manufacturing and fulfilling all the distribution needs.

That is when they opt for an ERP system, which is SAP ERP solution. SAP’s multi-node resource management features were implemented to address each of the issues faced in the company’s business processes.

There was a massive change in Cadbury’s supply chain management. The ERP system also promoted a redesign of current warehousing and distribution procedures. There were also a lot of substantial changes that were implemented by ERP adoption.

Even though the planning phrase of the implementation had undergone several changes and made the overall process quite lengthy and time-consuming. It brought a real-time perspective to the core business of Cadbury.

5. Fulton and Roark

Fulton and Roark is a company that deals on men’s grooming products while considering the details of modern life. The company is based in North Carolina and has been successfully managing its business for a significant number of years.

Until very recently, the company used traditional processes for its sales and inventory management. They tracked inventory with the help of spreadsheets and management financial information with a desktop accounting software.

However, the current leadership of the company found out how lacking their business processes are in comparison to their revenue generation. Thus, to support their progressive revenue generation model they implemented a fully-functional ERP system, NetSuite ERP. Implementing the ERP solution has allowed the company to:

• Generate 50% more revenue annually, without having to appoint any extra personnel.
• Use an integrated platform for both financial management and other business processes.
• Understand the inventory and supply chain short-comings more precisely and implement effective solutions to mitigate those.

Fulton and Roark team successfully completed the implementation phrase in just 20 days. Thus, it is safe to say that the company is capable to extract the most benefits out of its ERP implementation, which is certainly a lesson to learn.

6. LG Electronics

LG Corporation is a South Korean electronics company, which has expanded their business over several nations in past years. It is globally renowned for the range of home appliances. The company is also one of the most popular electronics manufacturers, boasting more than 114 subsidiaries.  

The company has faced a hard time in consolidating HR data in the course of worldwide reporting. The entire process was complicated, time-consuming, and expensive. Additionally, the efficiency of the HR professionals was getting hampered by the complex management practices.

Soon enough the company saw a rise in expenses and that instigated them to change into an integrated ERP system that can help in simplifying the entire procedure regardless of the regional boundaries.

The ERP system, Oracle ERP, allowed the company to do more active talent requisition, track resource usage, automate supply chain management and vendor relationship. Even though the initial period of ERP implementation was quite tough for the company, they settled in with five years and projected huge growth while reducing major challenges.

7. The Hershey company

Hershey’s is one of the largest chocolate manufacturer of the world, which began its digital transformation early in 1996. The company has chosen Seibel’s Customer Relationship Management (CRM) software, Manugistics’ Supply Chain Management (SCM), and SAP’s R/3 ERP software to support its business needs.

During the Halloween and Christmas season, when the company is the busiest, the ERP system allow the company to automate their business processes and fulfil all the market demand effectively. even though the company has faced some challenges during the implementation of the ERP system, the go-live ERP implementation schedule proved to be effective.

They were also able to mitigate the order fulfilment issues that they previously faced by failing to meet the demand of Hershey’s Kiss and Jolly Rancher valued at $100 million. Thus, they certainly chose the right option of implementing an ERP solution and mitigate their business related issues with efficiency.

Read related article “ERP Vs CRM: What Are The Core Differences?”.

CRM implementation statistics

Now let’s learn some interesting statistical facts related to CRM implementation.

• 26% of the IT companies are looking forward to investing in cloud-based CRM systems.
• 65% of global companies are using CRM systems.
• 40% of global companies rely on CRM for satisfactory customer service as it is easy to use.
• Average CRM ROI for every dollar spent is $8.71.
• One-third of CRM implementation faces failure.  

Hence, just like ERP implementation, CRM implementation is also more likely to bring positive change in your company. However, you need to choose the right ERP solution and go through the right implementation process to support every need of your company.

5 CRM implementation examples

In this section of the article, we will discuss 5 of the most successful CRM implementation and use cases that will help you in understanding the implementation procedure even better. These use cases are listed below,

1. Apple Inc.

Customer Relationship management is one of the primary reasons behind Apple’s success and popularity. It plays a significant role in the company’s growth strategy.

Via a functional CRM system, Apple manages customer data and offer the customers a synchronized service range, which include iMessage, AppStore, iCloud, FaceTime, Apple Music etc.  

This automated customer data management allow the company to offer bespoke recommendations across devices based on what the customers like. This also allows the company to keep an eye out about what the customers are preferring while engaging them with their devices and services more and more.

2. Coca-Cola Company

Coca-Cola uses CRM to promote its collaboration approach with its customers. The system is also used for addressing customers queries and issues quickly and effectively.

With the help of the CRM software the Coca-Cola team can easily monitor customer preferences, behavior, identify potential risks, and use social media to promote several offers and events.

Additionally, the mobile compatibility of the CRM software allows the company to stay connected to customers regardless of time and place.  

3. Amazon Inc.

Amazon's dominance in online shopping is attributed to its comprehensive CRM system, which utilizes customer data to enhance the user experience. Users create personal accounts, enabling Amazon to customize their online journey by tracking purchases and browsing history.

This data powers tailored marketing and email campaigns. Amazon's one-click purchase feature is widely acclaimed, streamlining the checkout process and increasing customer satisfaction. This synergy of personalization and convenience has cemented Amazon's status as the premier online shopping destination.

4. Activision

Activision, a video gaming industry leader, leverages CRM to engage gamers through social media like Facebook and Twitter. Their adoption of a cloud-based CRM system yielded significant benefits, including a 25% reduction in customer service expenses. They efficiently addressed 82% of customer issues via self-service online solutions, enhancing user satisfaction.

This approach improved communication with the gaming community while concurrently lowering overhead costs. As a result, Activision's customer-centric CRM strategy streamlined operations, reduced costs, and boosted user satisfaction, solidifying its position as a pioneer in the gaming industry.

5. Tesco

Tesco, like many retailers, employs a Clubcard to incentivize loyal customers. Shoppers earn points for every pound spent, which can be exchanged for Tesco Clubcard vouchers and subsequently for rewards. The retail giant has extensive partnerships with restaurants, hotels, and gas stations, expanding point-earning opportunities.

Tesco extends its loyalty programs to cater to various family members, such as the Tesco Kids Club, Tesco Baby and Toddler Club, Tesco Healthy Living Club, and World of Wine Club. Utilizing this data, Tesco executes targeted marketing initiatives, customizing its quarterly mailings with over four million variations to ensure that discounts and offers are personalized for each customer.

Read related article “Understanding The Importance Of CRM And ERP Integration”.

Conclusion

The conclusion of this article can be drawn by stating that ERP and CRM implementation is something that is bound to bring positive changes in an organization. However, it is important to learn about both of the systems before opting for any ablution. And it is even better to consult with an expert before going with the implementation. Thus, there will be no room for mishaps in your ERP and CRM implementation.