Hellow World,

I am a new business systems analyst and have just been assigned my first ever CRM and ERP systems integration project. We currently use MS Navision version 4.02 for utility billing. However, some Navision users use Navision to log and track queries from clients, making it difficult for customer services and operation to track queries on escalating issues over multiple systems.  We would also like our meter readers to access previous readings/invoices and enter up-to-date monthly meter reads for each meter through our CRM Salesforce mobile app, using their handheld devices.

We have recently rolled out Salesforce across our business and would like to push this as the master CRM across service lines while Navision acts as slave billing too which handles invoice creation. Invoice data from SF will have to link up into Navision for this to happen, we also would like queries from SF to be Sync’d to Navision in real time and vice versa.

I would like to your opinion on the following, please?

1. How to approach this project; as a business systems analyst where you will begin

2. What modeling techniques will you apply for analysis work and what key areas am I to pay attention to; understanding data which will support the process etc. 

Thanks