Less ambiguity
Clearer ownership of where data is created, changed and transferred between systems.
CRM · ERP · integrations
CRM and ERP integrations led into a working process
When sales, operations, finance and service teams use different systems, integration must connect real work, not only technical fields.
Situation
The problem was not only technical
The team needed to connect CRM, ERP, BSS and document environments so that information moved correctly, data ownership was clear and the solution worked across countries and teams. A technical API specification alone would not have solved process ownership, data quality or change management.
My role
From unclear need to daily use
- Clarified which data points represented the source of truth and which were supporting context.
- Aligned business, vendor and technical teams around the same operating outcome.
- Structured testing scenarios, responsibilities and rollout steps.
- Kept the focus on actual usage, not only on the integration checklist.
Outcome
What became usable in practice
4-country context
Decisions were shaped for multiple teams, local habits and operating models.
Practical rollout
The work focused on daily use and adoption, not only on technical go-live.
Lesson
What to take into the next project
Integration does not start with an API. It starts with the business decision people need to make and the data they need to trust.