01
Overview
How digital systems hold an organisation together: CRM, finance, HR, e-commerce and the integrations between them. Focused on selecting, configuring and connecting systems without waste.
02
Aims of the Course
- Map business processes to supporting systems
- Select and configure suitable platforms
- Integrate systems and automate data flow
- Govern data quality and access
03
Course Structure
01
Systems Landscape
- Core system categories
- Build versus buy decisions
- Total cost of ownership
- Vendor evaluation and demos
02
Process and Requirements
- Process mapping
- Requirements writing
- Gap analysis
- Change and adoption planning
03
CRM and Customer Operations
- Pipeline and contact management
- Automation and lifecycle emails
- Service and ticketing
- Reporting on customer data
04
Finance and Operations Systems
- Invoicing and bookkeeping tools
- Inventory and order management
- Payroll and HR systems
- Reconciliation accuracy
05
Integration and Automation
- APIs and webhooks
- No-code integration platforms
- Data mapping and validation
- Failure handling and alerts
06
Governance and Delivery
- Access control and roles
- Data protection and retention
- Backup and continuity
- Systems roadmap project
04
Learning Outcomes
- 01Map a business process and its system dependencies
- 02Produce requirements for a platform selection
- 03Configure a CRM workflow end to end
- 04Connect two systems and validate the data
- 05Build a systems roadmap with cost estimates
05
Assessment
- Systems mapping and requirements pack
- Integration build assessment
- Governance and roadmap report
06
Entry Requirements
- Digital literacy; business exposure helpful
07
Progression and Careers
- Business systems analyst
- Operations manager
- Implementation consultant