The organization’s existing ERP system presents significant challenges, such as limited functionality, manual processes, and poor integration with other business tools. These issues resulted in inefficiencies, errors, and a disorganized IT environment. The absence of a Customer Relationship Management system further complicated the management of customer relationships, driving the organization to search for a complete ERP-CRM solution that could centralize operations, automate processes, and improve decision-making capabilities.

The research involved a needs assessment through interviews and surveys with stakeholders, followed by a requirements analysis that identified high, medium and low-priority needs. Six ERP-CRM solutions were selected, a weighted scoring approach was used to evaluate systems based on their functionality, scalability, and specific requirements fulfillment. An assessment was conducted using mixed methods, including semi-structured interviews, surveys, and multiple case study. The systems were evaluated and graded according to their ability to fulfil the managed service provider’s requirements.

The analysis identified Odoo as the most suitable ERP-CRM solution for the organization. Odoo’s modular architecture, strong integration capabilities, and extensive customization options aligns closely with the organizational needs. Additionally, the system’s capacity to automate essential processes, such as invoicing, contract management, and time reporting, significantly reduces manual workload and enhances operational efficiency. Moreover, Odoo’s cloud-based architecture ensures scalability and accessibility, supporting organizational growth without the need for significant infrastructure investment. The system also provides strong financial management and HR capabilities, improving decision-making and ensuring compliance with regulatory requirements. By selecting Odoo, the organization can potentially achieve a streamlined, efficient, and cost-effective ERP-CRM solution that not only meets current needs but also provides a strong basis for future expansion and development.