Why integration is crucial

Imagine this: A customer contacts your support team - ideally, the employee immediately sees relevant information: current orders, service contracts, notice periods, outstanding invoices. Without a connection between CRM, ERP and support, much of this data remains hidden - the customer often has to provide this information again or the support team has to clarify it. For you, this means delays in response, potential errors and a break in the customer experience.

At DI Experts, we develop integration from the customer's perspective. We start by asking: What needs to be visible in order to process customer inquiries quickly? This is the only way to create a genuine level of service that strengthens your employees and retains your customers.

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Our end-to-end approach

Customer processes as a starting point

We don't start with the technology, but with the touchpoints: How does a typical customer inquiry work? Which data from the CRM, ERP or support system needs to be merged? This creates a process image that serves as the basis for system integration.

Data model & interface logic

In the next phase, we determine which data is to be synchronized: Customer master data, order information, support tickets, SLA data and relevant contract details. This requires a common understanding, clear field names and rules on data quality and ownership.

Integration technology with a sense of proportion

Depending on your needs, we use point-to-point APIs or middleware/iPaaS platforms. The important thing is that the solution grows with your requirements - not the other way around. Data must be available in real time, errors must be transparent and correction options must be provided.

Test & Iteration

We develop test cases based on realistic scenarios - e.g. a change of address in CRM that retroactively affects open support cases. Automated tests and manual checks ensure that data flows consistently and that all systems remain synchronized.

Governance & long-term maintenance

Integration is not a one-off project. We jointly define responsibilities for data quality, interface maintenance and system updates. This ensures that your system network remains stable - even if individual solutions are changed.

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Practical examples with a noticeable effect

• Automatic ticket creation: When a contract customer calls the CRM, a support ticket is immediately opened in the ticket system - including all relevant contract and order data. Waiting times decrease, satisfaction increases.
• Real service overview in CRM: customer service teams can see live which service has been delivered (e.g. repairs, maintenance intervals) without having to switch to ERP.
• Self-service with real-time data: Customers have access to invoice and contract information via the portal - maintained in the ERP, released in the CRM, documented in the support system.

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Your benefits with DI Experts

• Seamless customer experiences: Seamless data flow makes service faster, more personal and more reliable.
• Efficiency in the team: Standardized data ensures fewer errors, fewer queries - and more active employees.
• Transparent key figures: Integrations enable new reports, KPI dashboards and confidence in your database.
• Scalability & compliance: Standardized interfaces and processes facilitate expansion, audits and compliance checks.

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Conclusion

CRM + ERP + Support - that's more than just technology, that's customer experience and process expertise in a system network. DI Experts accompanies you from business process analysis to technical implementation and governance for sustainable quality. This results in integrations that not only synchronize data - but also move companies forward.