If your business is planning an ERP replacement, already working through one, or dealing with eCommerce issues following an implementation, there is good reason to consider the eCommerce implications carefully.

ERP change can affect far more than the systems behind your eCommerce channel.

Decisions around product information, pricing, inventory, and availability can ultimately change the journeys your customers experience. These decisions are often driven by ERP and business requirements first.

The negative effects that result for digital customer journeys come later.

Greg Randall brings an independent eCommerce perspective into these situations, helping businesses protect the customer experience while ensuring the ERP still does what the business needs it to do.

When Komatsu Australia was undertaking a major ERP replatform, the business recognised that decisions being made within the ERP program could have significant implications for its B2B eCommerce customer journeys.

Greg worked alongside the project to bring an independent eCommerce and B2B customer perspective into those decisions.

The objective was not to change what the ERP needed to achieve. It was to ensure the needs of the customer were represented as the new systems and processes were being designed.

The result was an ERP implementation that could meet the needs of the business without unnecessarily compromising the eCommerce experience.

Greg’s role is ultimately to represent the interests of the business by protecting the interests of its customers.

An ERP change creates significant opportunities.

It can provide better data and capabilities that allow customer journeys to be improved and enable stronger omnichannel experiences.

Greg helps the business take advantage of those opportunities by leading the collaboration with all key business, eCommerce, and ERP teams.

The objective is to facilitate the tight marriage between ERP and eCommerce systems to deliver the best possible commercial outcomes.