Accelerating customer referrals, earning repeat business, and successfully launching new products are just a few of the benefits gained from being passionate about quality. The information needed to increase quality and earn customers’ trust is often in systems that are only available in manufacturing or operations. Seeing how product quality is impacting sales by enabling SAP and Salesforce integration opens up the opportunities to track repurchase rates, the impact of product quality on customer satisfaction, and find out which customers are the most referenceable are all possible today.
Integrating SAP and Salesforce systems together to make quality a company-wide focus instead of just one in manufacturing, supplier management or operations is essential to drive new customer wins. One of the core concepts of quality management, Six Sigma, is predicated on the DMAIC (Define, Measure, Analyze, Improve and Control). At the center of DMAIC is the voice of the customer and their needs.
When quality becomes all about the customer first, trust gets created because everything is focused on meeting and exceeding expectations. And the first step to making that happen is integrating SAP and Salesforce systems to see how quality is impacting customers today, and how it can be improved to win greater customer trust.
Improving Quality Management With SAP And Salesforce Integration
Here are ten ways to improve quality management with SAP and Salesforce integration:
1. Survey customers regularly
Gather their thoughts on product quality and publish the results across each manufacturing work area. Track which customers responded and for which products in Salesforce and provide pivot tables in Microsoft Excel and additional data so everyone in manufacturing sees how their work on quality directly impacts customer satisfaction.
2. Track customer purchase behavior.
By having SAP and Salesforce integration in place, you’ll be able to see which customers quit buying by product area and why. The goal is to stop customers from leaving due to bad quality, and having this level of analysis can help.
3. Create a Voice of the Customer (VoC)
Use a VoC framework using survey data and customer input captured in Salesforce to provide feedback to sourcing teams.
4. Compare and analyze SAP production data with Salesforce customer data
Use the insight from these data sources to create a list of the top twenty accounts by-product and launch advisory councils to gain feedback.
5. Identify the reasons behind low-performing products
Leverage your Salesforce data to find out if quality is the underlying reason products are failing in the market.
6. Cross-reference Returns Material Authorization (RMA) data in SAP with customer records in Salesforce.
This process will help you identify which type(s) of customers are experiencing the greatest returns. There’s the potential that the products being returned are being used for processes or tasks the original product wasn’t designed for. By having RMA and customer data in the same system, product management will be able to troubleshoot if there is a need for redesigning and augmenting the product.
7. Combine SAP quality and Salesforce customer data to improve order accuracy
It is surprising how many of the world’s most well-known brands re-work orders several times before they get the product out the door right. From auto manufacturers to many electronics manufacturers, this issue alone costs over $1,200 per order to fix based on a recent National Association of Manufacturer’s study. Using SAP data combined with Salesforce, the number of order iterations could be drastically reduced saving thousands of internal costs in the process.
8. SAP data integrated with Salesforce Can help you stay compliant with local and national foreign markets
Having a single, scalable and secure system of record that can support global expansion efforts is a must-have for any company looking to expand. The costs of global compliance continue to escalate, making a unified system of record based on SAP and Salesforce data indispensable.
9. Use SAP and Salesforce Integrations to measure the impact of small changes in quality process control
This can make a big difference in sales performance, and is only possible when SAP and Salesforce systems are integrated with each other.
10. Identify Your Most Challenging Configure-Price-Quote (CPQ)-based products to build
This will provide you insight into how scalable your manufacturing operations are. Pursuing CPQ-based product and services strategies requires SAP and Salesforce integration if they are going to succeed. Knowing just how well these strategies are going is possible by tracking product quality back into Salesforce for those customers purchasing customizable, configurable products. This is also a great way to see if CPQ-based products are attracting customers or turning them away.