WISMO? Without Unifying SAP and Salesforce, the Answer is 13+ Clicks Away
enosix rode out of Dreamforce a little more tired than we arrived but also even more excited. After all, seeing the power of customers bringing real-time SAP data directly into Salesforce–and the positive business impacts that drives–is why we get up every morning.
Our Real-time Order Management for SAP Customers session at the SPUR reiterated that swivel-chair integrations are still by far the norm, even in ‘simple’ organizations with one ERP and one CRM. In practice, large companies often have multiple ERPs and CRMs–across divisions, regions, acquired companies, subsidiaries, and more.
When you are running multiple systems, answering seemingly simple questions becomes exponentially more complex as customer service agents have to determine which system to look in, and then which system to act in to answer:
- Where’s my order?
- How can I change an order?
- What’s my exact pricing on this item(s)?
In addition, customer care, sales reps and field employees are also challenged to see inventory levels, especially across multiple organizations (which may mean multiple back-end and front-end systems).
WISMO Seems Easy – But It’s Really Hard (without enosix)
Where is my order (also known as WISMO) is a seemingly simple question with incredibly complex, multi-system, swivel-chair-driving, click-intensive realities. According to Salesforce, a whopping 70% of cases are about order tracking and status and it takes about 13 clicks to dig the answer out of the ERP. Even more, 50% of the requests are coming from INSIDE the company–from internal sales reps. And based on our conversations, those numbers are conservative.
This inefficiency can be measured in productivity losses, employee and customer frustrations, margin impacts (if data is manually keyed wrong between systems), and more.
The solution? Unity.
SAP ERP – Salesforce integration can solve some of this problem, but not if it creates others. enosix uniquely unifies (and virtualizes) the needed data from SAP directly inside Salesforce Sales, Service, Field Service, or any other cloud solution. That means data is never actually loaded or maintained in Salesforce–preventing stale or bad data while also minimizing SAP call load.
This gives agents direct access to the data inside SAP–from order number, to order status, to inventory levels, to account-level discounts, and more. If bidirectional data flows are needed to, say, update an outstanding order, SAP-defined rules and processes are automatically applied because the data never leaves SAP. That means no chance of mis-configuration, or the accidental creation of a non-SAP-acceptable order.
The impact of this efficiency is felt immediately by our clients who are able to create accurate quotes, configure complex products, adjust orders, and–crucially–answer WISMO, without ever leaving Salesforce.Check out our Where’s My Order? blog for even more on OMS or watch the full session replay: