ERP2 min read
How to Calculate ERP ROI (With a Simple Worked Example)
A practical method for calculating ERP return on investment: which benefits to count, which to leave out, how to estimate costs honestly, and a worked example you can adapt.
Solution · Customer
Helpdesk with the full customer story in one screen
Support agents need context: what the customer bought, when it shipped, whether it's under warranty, what they paid. In standalone helpdesk tools, that means switching between systems.
Overview
Why this area matters
An ERP helpdesk puts tickets next to orders, deliveries, invoices and contracts, so agents can resolve issues faster and create returns, repairs or credits directly.
01Typical problems
Signs the current setup has run out of road
01
Context switching
Agents look up orders in other systems.
02
Missed SLAs
No timers or escalation.
03
Duplicate effort
Returns and credits processed separately.
04
No insight
Root causes of tickets unknown.
02Capabilities
What a well-built setup includes
01
Multi-channel tickets
Email, web form, chat and phone.
02
SLA policies
Targets by priority and customer tier.
03
Routing
Assignment by team, skill or workload.
04
Customer context
Orders, deliveries, invoices and warranties linked.
05
Actions from tickets
Create returns, repairs, refunds or field visits.
06
Knowledge base and portal
Self-service articles and ticket tracking.
03Workflow
How the process runs end to end
- 01
Receive
Ticket created from channel.
- 02
Route
Assigned by rules.
- 03
Resolve
Agent acts with full context.
- 04
Follow up
Return, repair or credit processed.
- 05
Analyse
Ticket reasons reviewed for root causes.
04 — Technical notes
Design decisions worth getting right
Tickets should link to the specific order or serial number involved, not just the customer. That enables warranty checks and product-quality analysis.
AI-assisted drafting can be added on top once the data links are in place.
Where it applies
Industries, integrations and services
Insights
Related reading
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ERP for Small Business: Where to Start
ERP for small business: what to implement first, realistic budgets and timelines, free and low-cost options, and how to avoid buying too much system.
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Cloud ERP vs On-Premise ERP: How to Decide
Cloud ERP vs on-premise ERP compared on cost, control, security, performance, customisation and compliance, with the hybrid and private-cloud options most comparisons ignore.
FAQ
Frequently asked questions
Can customers track tickets online?
Yes, through a customer portal.
Can we measure SLA compliance?
Yes, with SLA policies and reporting.
Can tickets create field service jobs?
Yes, tickets can generate field tasks.
Next step
Support agents switching between systems?
We will show helpdesk with full ERP context.