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ERP Systems, Messengers, CRMs – Integrating with Your Software

ERP Systems, Messengers, CRMs – Integrating with Your Software

Mariusz Pełechaty 19.11.2019
Mariusz Pełechaty

An average company uses from tens to hundreds of different apps and systems. Among them, we’ll find special tools that will help you automate communication. The tools are very useful because they let you easily connect various systems together. Their major asset is the fact that you can create non-standard integrations with ERP systems, CRMs, popular messengers, without having to write any additional lines of code. This brings great comfort and many benefits, as you’ll see in the examples below.

What possibilities do software integrations open?

Enterprise-class systems, like the one KODA Bots has, facilitate seamless integrations with client software. The connection is possible thanks to a network protocol called API (Application Programming Interface). To analyze, estimate costs, and integrate software, all you need is information about the amount of data that will be exchanged between the systems, API documentation, and an access token. And for a final implementation – you’ll need full product access. It’s not much considering the fact that the deployed software will simplify complex communication processes inside your company.

Integrating an automated communication system with messaging apps, like Facebook Messenger, Slack, Google Teams, Microsoft Teams, or WhatsApp isn’t really a difficult process. When you have an API, you don’t have to engage the client’s IT department. It’s enough to have access to the app’s interface (login, password, token) and documentation.

The same applies to all CRM and ERP systems that have an open API. Thanks to this, you can connect chatbot user data from your platform with user accounts from the client’s system. Therefore, e.g. lead qualification will be based on the data the bot saved on the platform. Such software integration also allows you to send notifications directly from the client’s system. You can, for example, inform users about changes in their order status.

It’s also very easy to make integrations with popular live chats. And you don’t have to engage your client in the process. After connecting both systems, moderators work inside the live chat admin panel. Because they have access to the chatbot mailbox, they gain an insight into all the conversations – those that were carried by the chatbot as well as by moderators in external systems. This data is very valuable because it allows you to improve communication processes and, at the same time, enhance your system’s NLP (Natural Language Processing) module.

It’s also possible to combine an automated communication system with tools dedicated to data visualization. With the help of, e.g. a  Microsoft Power BI integration, you can create interactive reports. They’re an ideal solution in situations when you have anomalies, like a sudden decrease or increase in the number of messages. When this happens, Power BI goes through all the information available in the database and tries to detect what caused the problem, using the data stored in a given chatbot. But the greatest advantage of this tool is that it allows your client to store all the company data (obtained not only from chatbots but also sales, marketing, customer service departments, etc.) in one place.

Integration with a client’s API – what to pay attention to?

What are the first and most important things to do? Focus on the business aspects of your integration, make sure that your client’s system has all the necessary data, and that you can access it. Thanks to this, you’ll avoid any unpleasant surprises.

If we’re talking about technical aspects, make sure that it’s possible to exchange data. This is the right moment to check whether your client has the required API or if you have to make one from scratch. This is important especially if you want to avoid any future communication barriers related to security or personal data protection. 

If an API is available and data exchange is possible, the only thing the client’s IT department has to do is to provide system access. However, if the API has to be made from scratch, the IT team or the client’s software service provider should develop mechanisms necessary to complete the whole process.

What to do when there’s no API?

An API is definitely the best possible option. However, if there’s no chance to use one, there are other solutions you can adopt:

  1. Google Sheets
    – you don’t have to engage the client’s IT department,
    – the downloadable data is shared with the help of a Google sheet, 
    – it’s also possible to save the downloaded data in a created sheet. 
  2. Web crawling
    – you don’t have to engage the client’s IT department,
    – the developed mechanism can regularly and automatically visit a given website and download content from specific places,
    – whenever you make any changes in the structure of your website, you can update the mechanism so that it downloads data from new places.
  3. RSS
    – you don’t have to engage the client’s IT department,
    – the implementation is possible if a website offers RSS feeds,
    – thanks to them, you can download the latest news, job offers, blog posts, etc. from different websites without having to visit each of them separately.

The benefits of integrating your communication system with other software 

Make better decisions…faster

What makes a company stand out from its competitors is the ability to make quick and rational decisions based on data. By integrating your automated communication system with already implemented tools, you provide access to business data without having to switch between numerous screens or navigation panels. You can share important data in an incredibly simple way, for instance, by sending questions to your bot.

But what to do when the data is so complex that it’s impossible to send or download it through the chat window? You can configure your automated communication system so that it could display specific tables, graphs, and the like, and even generate a special link to the application used by the client.

All the teams we cooperate with – from marketing, sales, customer service, HR departments, to the purchasing and financial offices – rely on well thought out decisions. Your automated communication system is the key player because it provides everyone with the data necessary to make such decisions. With its help, navigating through content is less time-consuming. And employees don’t have to search that hard for data hidden behind different access gates.

Chatbots or voicebots that work within an automated communication system can also be used to generate in-depth reports or provide summarized data. They can give you information in any format you choose, no matter whether its a regular text or multimedia file.

Enter data automatically

To cover data input, organizations have to pay considerable costs. Usually, several members of a given department have to devote their time to exhausting manual data updates. In this situation, it’s easy to make a mistake. For example, they can enter too much information or – even worse – upload incorrect data. An automated communication technology will perform all the activities related to exploring and updating data. It will also send the proper pieces of information to registers after eliminating repeating data entries. Your employees will save time on manual work and gain space to focus on more essential and productive tasks.

User experience above all

Sometimes certain systems are too difficult to use for employees. For this very reason, many such systems fail. And although you expect quick results, you have to wait. With their human-like properties, chatbots and voicebots make it easier for employees to get used to new software. Conversational tools are also easily available and offer full-time support, no matter what device employees are using. They can serve as a single platform where users can update and access data, generate reports, or even receive customized notifications. All these things work together in harmony, improving the overall experience of users. And this, in turn, allows employees to better adapt to new company communication systems. 

There are no limits – all that matters are processes that can be automated with system integrations 

As I’ve mentioned above, integrating automated communication software isn’t really that difficult. Such integrations work perfectly with ERP, CRM, and Business Intelligence systems, as well as with all types of popular messengers. The most important thing to remember about are the possibilities and benefits that software integrations bring. Chatbots or voicebots are only a small part of a larger whole – an automated communication system that facilitates wiser business decisions and allows companies to expand and grow.