Today customer interactions happen over a number of channels including eCommerce, social media, mobile devices, online marketplaces, forums, and physical store calls. Businesses want to monitor and measure every customer activity across channels to improve sales. Combined with rising expectations for consistent and personalized experiences, this makes it essential to have a centralized database with all customer information.

However, since businesses often use independent systems to manage these channels, achieving this is not easy. The solution is to integrate these systems so they can communicate and sync data effectively.

This is especially important for two critical systems: eCommerce and CRM. Customers expect seamless experiences—buy online, resolve issues via phone, track shipments online, and access their data everywhere. Integrating CRM and eCommerce unlocks powerful capabilities to track user behavior and enhance customer experience while driving sales.

Few benefits of integrating eCommerce and CRM systems include:

Improve Customer Experience

eCommerce and CRM integration can enhance customer experience in multiple ways:
By enabling self-service portals for order tracking, shipment status, inventory checks, and more.
By leveraging data to deliver a seamless omni-channel experience.

Targeted Marketing & Promotional Campaigns

With centralized information, businesses can run targeted and personalized marketing campaigns that are more effective and drive higher sales.

Increase Sales by Empowering Sales Team

Sales and customer service teams can access customer order history, payment details, and inventory data to make informed decisions. They can use browsing and purchase history for cross-selling and up-selling. In B2B scenarios, access to financial data (YTD sales, MTD sales, A/R aging, credit flags) helps in better negotiation.

Improved Demand Planning and Scheduling

Enables customer-centric demand planning across the organization, improving forecasting and inventory management (sales, sourcing, manufacturing, etc.).

Integrated RMA Management

RMA requests often originate from CRM support cases. With full data access, support teams can resolve issues more efficiently via phone or remote diagnostics.

Improved After Sales Service

Customer service representatives can provide better after-sales support with complete access to customer, order, and product information, and even recommend products to increase sales.

Reduced Costs and Losses due to Errors

Automated data synchronization eliminates manual processes, reducing errors and preventing customer dissatisfaction.

Gain Competitive Advantage

Improved efficiency and better customer experience help businesses stand out from competitors.

We offer a sophisticated integration solution for Magento eCommerce and Dynamics CRM. This integration can also be extended to online marketplaces like eBay and Amazon, as well as Dynamics ERP systems. For more information or assistance, contact us here or call 301.760.7400.