Workflow Functionality in ERP and CRM Software Suites
Have you ever wondered why most CRM and ERP solutions have such awful workflow functionality and workflow feature sets bundled into their product? Have you ever heard anyone say that they like the workflow functionality in SAP, QAD, Epicor, Infor, Oracle, or SAGE, or any other ERP system? Of course there are exceptions, but the answer is usually "no." The workflow functionality is usually not at all good in most CRM and ERP suites (of course, there are a few exceptions). But why? Why do most CRM and ERP systems have such poor workflow feature sets and workflow functionality?
Enterprise ERP and CRM
Every CRM and ERP selling to the mid market or to the enterprise market claims “workflow” on its list of features. You know what I am talking about. It is either on a specifications sheet, or a pricing sheet, or an interior page of the website. Usually, it is not offered in the most basic version of the product. Usually, it is only available in the more expensive "advanced versions." Have a look at the SalesForce CRM price page for an example. You will see below that the Workflow functionality ("customize and automate processes) is not available for $25 per user per month, and it is only partially available for $75 per user per month. Starting in the $150 per month plan, you get full access to the workflow feature set.
The Problem
Unfortunately, from the thousands of CRM and ERP vendors that claim to have a workflow feature set, there are probably only a handful that do workflow well. Let's see why. Workflow functionality is not a core feature set for the ERP or CRM. The core features for the ERP and the CRM revolve around a core data driven system that focuses on CRUD (Create, Update, Delete) style interfaces. Workflow is different – it involves prescribing what happens next (usually through a visual designer) and then making sure tasks get executed according to the designed pattern. Workflow involves complex concepts of rights management, token flows, audit trails, and more. CRUD systems on the other hand focus on the freedom of allowing the user to decide what action to take next. Workflow functionality is not the only feature set that is not core to most systems. Reporting and Business Intelligence is another great example. Just like Workflow and BPM, Reporting/BI is another feature set that everyone expects to see in every tool. Most vendors try and add it themselves. And the outcome is almost always the same as the situation I am describing with regards to workflow functionality.
