The Role of ERP and CRM in Digital Transformation

August 22, 2023
Role of ERP and CRM

In today’s modern world, digital transformation acts as a driving force for businesses. A successful digital transformation consolidates and shows a view of all the people, processes, and activities of the company. This enables one to make the right decisions at every stage in the stream, manage resources appropriately, and optimize the customer experience. As businesses across the globe embrace the digital revolution, Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) have emerged as essential tools to navigate and accelerate this transformation. 50% of businesses are soon acquiring and planning to upgrade to ERP systems. One of the pillars of digital transformation is technology integration with the business, which is made possible by cloud-based ERP. We will be discussing how other nations are adopting ERP and CRM to speed up their digital transformation.

Acceleration of Digital Transformation In UAE With ERP

The global ERP market is still growing, and it is expected to reach a total market size of $49.5 billion by 2024. The United Arab Emirates (UAE) positions itself as a global leader in innovation and change. Organizations in the UAE are making further progress by implementing ERP systems for overall transformation. When we look at the data, 94% of all companies are SMEs. ERP business applications are the primary beneficiaries in the digital landscape. Zoho, Hubspot, OneHash, and many modern cloud-based ERP software effectively integrate various business and related activities. They also provide real-time insights into key performance indicators. By using ERP software, companies in UAE have increased efficiency and gained a competitive advantage in the digital world. ERP allows organizations to align their operations with digital goals and streamlines every process.

CRM: A Key Driver for Digital Transformation in Singapore

Singapore is renowned for its robust economy, which heavily depends on small and medium-sized businesses (SMEs). These SMEs contribute significantly to the country’s economy, accounting for over 99% of all enterprises in Singapore.CRM implementation consolidated customer data into a single database, improving customer experience, sales performance, and data-driven decision-making. This centralized data led to better response times, early issue resolution, and increased customer satisfaction. The system also improved lead tracking and sales forecasting, streamlining the sales process and driving revenue and growth. The robust reporting and analytics capabilities enabled the company to make data-driven decisions.In the era of customer-centric digital transformation, CRM plays a crucial role. According to Allied Market Research, the market for CRM solutions will reach a value of around $96.39 billion in 2027, growing at a rate of 11.1% between 2020 and 2027. CRM systems help SMEs in the effective management of their sales, opportunities, accounts, and more.

The significant reasons SMEs implement CRM software are:

Enhances customer communication: CRM provides a centralized database to store customer information, enabling targeted and personalized integration. They also provide insights and analytics on customer communication, which helps continuously improve communication strategies.

Streamline sales: CRM software enables keeping track of the progress of prospects through the sales funnel, making it highly beneficial in managing the sales pipeline.

Automates workflow: Using the best CRM for SMEs, one can send automated emails, assign tasks, set up events, and choose task triggers based on events or time. These can be particularly beneficial for SMEs considering that they have limited manpower.

Enhances internal communication: Implementing a CRM system can significantly improve department communication, reducing friction and allowing teams to stay up-to-date on client interactions.

A Case Study of a Singaporean Company -

Sweetest Moments is a home-grown brand dedicated to energizing festive occasions with delicious treats made from the freshest ingredients. Due to their commitment to high standards of quality assurance, they have received generous endorsements from celebrity parents and multiple awards for Best Full Moon Package from well-known parenting magazines.The outbreak of Covid-19 has forced Sweetest Moments Pvt Ltd to digitize its business and change the way it markets and sells its products and services. They strive to equip their business with effective sales and marketing strategies and tools to increase sales digitally. Sweetest Moments implemented a digital program to equip its employees with the right strategies and tools to execute marketing activities and grow the company's revenue digitally.Their employees were introduced to various digital tools to generate leads from their target markets and learned how to use a customer relationship management (CRM) solution to collect leads on a centralized platform. Also, it brought competitive analysis tools and strategies to analyze a company's industry for more effective sales and marketing.

Navigating Malaysia's Digital Landscape with ERP: A Comprehensive Guide

Malaysia is rapidly growing its digital market, and to navigate the growth, organizations are turning their way to ERP systems. Using ERP, companies can efficiently manage their supply chain, inventories, and financial processes. Moreover, ERP systems provide real-time visibility into business performance and enable a data-driven decision-making process.Cloud ERP systems are the recent trend of ERP in various countries, including Malaysia. Cloud ERP systems provide several advantages for small and medium businesses(SMEs).stats-

Cloud ERP has grown up significantly in the past few years. In a report, it was found that in a consulting company in Malaysia that implemented ERP Systems, the cloud ERP market share increased from 11% to 27% just in one year only.

Malaysian company Vital Technical adopted ERP software and achieved accelerated growth. Before ERP implementation, the company's operational and delivery processes were time-consuming, leading to discrepancies between results and financial statements.

The ERP software enhanced the Advance MES system by providing customized workflows, real-time monitoring, data integration, and country-specific functions (CSFs). This collaboration led to improved operational efficiency and better decision-making and facilitated global expansion. An advanced MES system simplified manufacturing processes, reduced downtime, increased throughput, and improved overall efficiency.

Leveraging CRM for Digital Transformation: Insights from Vietnam

CRM is a powerful tool for digital transformation, offering numerous benefits to businesses. By leveraging customer data, personalizing experiences, integrating channels, automating processes, and fostering collaboration, Vietnamese companies have enhanced customer relationships, driven growth, and are staying ahead in the digital era.CRM systems in Vietnam offer valuable insights into customer behavior, market trends, and sales patterns, enabling businesses to make informed decisions, optimize marketing strategies, and tailor products and services to meet customer needs. CRM systems facilitate Omni-channel integration, automation, and efficiency, ensuring customer retention and loyalty. CRM systems also facilitate collaboration among teams, enabling sales, marketing, and customer service teams to work together effectively.

A Case Study -

MB Securities Joint Stock Company (MBS) is one of Vietnam's first six securities companies. MBS has grown into one of the country's leading brokerage firms. MBS It was very important for the brand to succeed in the market to achieve maximum customer satisfaction. This objective created several challenges in operations and management, as the communication between MB securities and customers was not optimized. These problems later resulted in ineffective consulting and a lack of customer engagement. MB Securities was looking for a systematic approach to manage its customers effectively and more efficiently.After conducting research and analyzing the problems, they decided to come up with CRM software. After using a CRM in their organization, their sales processes were streamlined, and marketing automation was also improved which enhanced customer experience. MB Securities' marketing activities have grown significantly. The customer interaction rate is 150% higher, the click-through rate is 270% higher, and the open email rate is 46% higher.


In conclusion, ERP and CRM systems have become significant tools for modern organizations all over the world. Organizations may optimize their operations, develop customer relationships, respond to changing market needs, and achieve long-term success in today's dynamic business landscape by utilizing these systems efficiently.OneHash has proven to be a powerful tool for maximizing business potential. It provides a centralized platform for streamlined operations, improving efficiency and better decision-making. OneHash offers live chat support that enhances customer support as well as provides accessibility and convenience. By integrating finance, human resources, inventory management, and supply chain operations, OneHash can optimize resource allocation, reduce costs, and enhance productivity.

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-Blog written by Abel