Chapter 7. How to Build a Support Management Integration

In this chapter, we look at how to make an integration to improve the support management workflow. The support team has benefited indirectly from some of the previous integrations, and in particular they now have accurate, up-to-date customer lists. However, they may still benefit from an integration with ERP.

We will look at how to make the support workflow more efficient, improving the support ticket management workflow by linking CRM with the ERP features for return material authorizations (RMAs). As usual we will start by defining some real-world integration use cases for our fictional company RideRight Bike Parts Company.