SER Blog  Innovation & Technology

Focusing on customers with Doxis & Salesforce

Bärbel Heuser-Roth

SER has integrated its Doxis ECM platform with Salesforce CRM, enabling a smooth exchange between both systems. With Doxis SmartBridge for Salesforce, information is available in both ECM and CRM systems. This ensures customer processes run smoothly and documentation is compliant.

A 360° view of customers

Sales, customer service, accounting – employees from wide range of departments are in contact with customers. Ideally, they document their activities in a CRM system and store related documents, such as agreements, quotes, invoices, etc., in an ECM system. If both systems are integrated with each other, all information can be optimally used without the hassle of switching between applications. Doxis SmartBridge for Salesforce connects the Doxis ECM platform with Salesforce CRM to bring together data and documents for a complete view of all information in both systems. With Doxis and Salesforce, companies can focus on customers and provide them with relevant information, such as project status or delivery times, in no time at all. In short, customer-facing processes simply run faster and smoother as Doxis ECM and Salesforce CRM integrate seamlessly.

Doxis makes the business context available in Salesforce

Sales and customer service teams can search directly in Salesforce for customer documents such as quotes, agreements and sales material in the ECM or file, organize and manage new documents. Nobody needs to leave the familiar Salesforce environment. Salesforce data sets, e.g. accounts, business opportunities, contacts or leads, can be synchronized with the corresponding eFiles in Doxis, and additional documents can be added. The eFiles from Doxis can be incorporated directly into the Salesforce UI and used there.

An additional benefit is that the Doxis system integrates documents and data from all other business applications. This provides a 360-degree view of the customers and prevents so-called Salesforce information silos from developing. With Doxis, employees without CRM authorization are also able to access all of the content.

Everything automatic

In the background, Doxis SmartBridge for Salesforce ensures that information from Doxis is available in the Salesforce interface. It also files documents created in Salesforce are automatically in the Doxis system. What’s more, all Salesforce documents are stored compliantly and in an audit-proof manner throughout to provide the full business context.

In addition, Doxis automatically responds to updates in Salesforce, such as when new objects are added. When a new contact is entered into Salesforce, Doxis automatically creates a new eFile for the contact and transfers documents directly from Salesforce.

Bärbel Heuser-Roth

For many years now, Bärbel Heuser-Roth has been dealing with a wide variety of ECM topics, from information logistics, process management and compliance to the use cases of intelligent processes for automated information management. She has also spent her career researching and writing about the implementation of ECM projects at companies and organizations.

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