Product

Service and Support Automation

Acumatica customer management integrates service and support activities with sales and marketing to deliver a team-oriented approach to customer support and increased sales.

How Service and Support Automation can work for you

Reduce response times, improve customer satisfaction, lower support costs, and accurately bill transactions. Create a case from web forms or manual entry. Set policies to automatically assign, reassign, and escalate cases. Bill accurately and manage collection through financial module integration.

Key Benefits of Service and Support Automation for your Company

  • 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 not related to sales, leads, or opportunities.

  • Contract Management

    Link cases to customer contracts and service plans to quickly determine the level of service to provide and ensure that the proper support is provided and properly billed. Set service rates per incident, per hour, or prepaid.

  • Integrated Document Management

    Access all documents and activities sent to customers via the integrated content management system. Grant access to sales contracts, marketing offers, notes, emails, and other communications.

Important Features of Service and Support Automation

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. Track case durations from initial response to case closure.

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. Send notifications by email when data is updated or whenever a set of pre-defined conditions is met.  Create a case from captured web forms or manual entry. Assign and escalate cases per policies. Automatically reassign outstanding tasks when pre-defined 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 and notify support specialists when open support cases are closed. Track activities and delegate tasks. Automatically reassign outstanding tasks when pre-defined conditions are not met. Expedite approvals by automatically rerouting unanswered approval requests to a different approver. Boost customer satisfaction with faster time-to-resolution service level agreements and improve returns processing with automated workflows such as service order creation and return merchandise authorizations (RMAs) from support cases.

Reporting and Dashboards

Accelerate decision-making with reporting tools that deliver customized 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 favorites to view real-time information in tabular or graphical form.

 

Lifecycle Management

Track customer contacts through prospecting, closing, and up-selling for a complete history of communications.

Centralized Communication

Automation associates emails with related support case activities and tasks.

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

Configure email templates by branch. Send standard emails to address common problems using standard templates to ensure current and consistent messaging. Create emails for contacts, employees, and leads with predefined, brand-consistent templates and send features for automatic distribution.

Data Integrity and Management

Configure rules to check for duplicate contacts and leads with warnings prior to creating new records.

Quick Access to Important Activities

Pin activities for quick access and tracking. Use configurable side panels to automatically display related record information for business accounts, contacts, opportunities, sales orders, or support cases without navigating away from the screen.

Workstation Flexibility

User-customized views of tasks, appointments, and cases are available to service personnel on any browser.

See what Acumatica customers are saying

"What is impressive about Acumatica is the user interface is exceptionally simple, the help guides are very useful and friendly, and we use them continuously today."
Derek Szabo, Managing Director
Devil’s Peak Brewing Company
"The only way to survive and be successful in this market is to have visibility into the KPIs to drive manufacturing, maintain profitability, drive customer satisfaction and quality. We couldn’t have done that without Acumatica."
Bill Ferrin, Director of Information Technology
Portacool LLC

Ready to put Acumatica to work for you?