We have constantly faced questions on the subject of the shift in Service Management functions from the ERP Customer Service to CRM Service, and what the right direction is for a company looking to implement enhance existing Service management processes. Having been through a few implementations on both sides (good old SM/ CS in ERP) and Service processing in CRM, it is probably appropriate that we share some useful insights based on our experience.

Whilst there is no single answer to suit all requirements, it is important to understand the considerations that need to be borne in mind. In this section, we will deal with some of the implementation considerations.