When an organisation decides to implement an ERP system the Accounts department is usually the first to take interest. They manage compliance, taxation and reporting so they expect to lead the project. Although finance is a major stakeholder and beneficiary, placing Accounts in the driver’s seat is one of the main reasons ERP implementations fail.

Service request module is often misunderstood as a stand-alone function managed through a ticketing system or a simple CRM add-on. While such tools may capture complaints or requests, they rarely address the real challenge: connecting customer interactions with the business processes that actually solve their issues.