Customer Support Management
Respond quickly to customer requests, streamline support processes, and improve the customer experience with Acumatica’s CRM software. Acumatica delivers everything you need to manage all aspects of the customer journey with improved customer service.
Key business benefits
Related Resources
Reduce Customer Response Times, Improve Satisfaction, Lower Costs
Acumatica Customer Management delivers customer relationship management (CRM) applications for managing, and customer accounts.
IMPROVE CUSTOMER SERVICE AND BOOST SALES
Get an ERP and CRM that work together. Keep customer information up to date and accurate. Track client interactions, complaints, purchases, and more.
Leverage integrated content management. Access all quotes, invoices, and support cases with a 360-degree view of customer data. Address data flows seamlessly between business accounts and contact forms, including different address info for contacts.
Be proactive. Reduce response times and improve satisfaction with service management tools. Anticipate and address customer problems and identify upsell opportunities. Prevent delays by tracking activities, delegating, and reassigning tasks and sending alerts.
FOSTER COLLABORATION WITH CUSTOMER PORTAL
Provide customer self-service. Give customers access to data on their interactions and enable customers to see activities online so they can track orders, manage support cases, check balances due and payments received.
Share information. Provide customers with 24/7 access to key content, including marketing and educational materials, user guides, and FAQs.
Foster true team collaboration. Enable all appropriate support staff to support cases and promote a team approach with unlimited server pricing allows you to include everybody in automated and integrated workflows.
If a mistake is made by us, no matter what it is, there’s often a cost involved…Using cases in Acumatica, we can identify them and pick them up as soon as possible…without customers we don’t exist, and we try to give the best service possible.
–Tim Patton, ICT Director, SAM
Case Management
View case activity by conversations to quickly retrieve case related data linked to tasks, events, and activities. Base workflows on case severities, escalation paths, and priorities and send reminders. Extend case management to employees, allowing users to submit, assign, and track assistance requests.
Business Intelligence
Deliver a 360-degree view of customer activities and information with drill-down capabilities, so everyone in your organization can better serve the customer.
Service and Support Automation
Reduce response times and support costs. Create a case from captured web forms or manual entry. Assign and escalate cases per policies. Automatically reassign outstanding tasks when predefined conditions are not met. Ensure accurate billing with integrated financials. Extend case management to employees for service requests.
Approvals and Workflows
Establish automated notifications across departments based on business activities. Send notifications by email when data is updated or when pre-defined conditions are met. Track activities and delegate tasks. Expedite approvals by automatically reassigning unanswered approval requests to a different approver.
Reporting and Dashboards
Accelerate decision-making with reporting tools that deliver customised views of your business overall and focused views of the support department and functions. Provide robust out-of-the box summary reports reporting on multiple criteria. Create announcements and dashboards for each service manager. Use dashboards and favourites to view real-time information in tabular or graphical form.
Lifecyle Management
Track customer contacts through prospecting, closing, and upselling for a complete history of communications.
Customer Self-Service Portal
Furnish 24/7 customer access to account information, support cases, and the latest updates through the online self-service portal.
Team Troubleshooting
Assign cases to a workgroup for team collaboration. Escalate cases/tickets without having to email documents and case history.
Email Management
Send standard emails to address common problems using templates to ensure current and consistent messaging. Create emails with predefined, branded templates for rapid distribution.
Data Integrity and Management
Configure rules to check for duplicate contacts and leads with warnings prior to creating new records. Leverage Google and Bing address services to look up company and contact addresses.
Quick Access to Important Activities
Pin activities for quick access and tracking. Use configurable side panels to automatically display related data for accounts, contacts, opportunities, orders, and support cases without navigating away.
Workstation Flexibility
Enable service personnel to access user-customised views of tasks, appointments, and cases on any browser.