Summary
In this chapter, we described a real-world scenario for our fictional RideRight Bike Parts company, which needs to improve the support management workflow by linking it with the ERP RMA feature.
We identified the use cases and reframed them as CRM workflows that we needed to implement. The support team should have the ability to create RMAs from the CRM ticket management feature, as part of the ticket management workflow.
We then designed the integration solution using the real-world applications of SageCRM and Sage ERP 300, to provide some context. As this integration only uses screen popups we could skip most of the usual design steps and just talk about the location of the screen popup mechanism.
In the advanced workshop section, we discussed ways to improve the feature:
Synchronizing the ERP RMA data so that it is viewable in CRM
Linking synchronized ERP RMA data to invoices in CRM
Linking synchronized ERP RMA data to vendors in CRM
At this point the design is completed for the support...
