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 and escalate cases. Bill accurately and manage collection through financial module integration.

Customer Case Management

Key Benefits of Service and Support Automation for your Company

  • Case Management

    View case activity by conversations for quick retrieval of all case-related information linked to tasks, events, and activities. Case information is available to all authorized stakeholders. Workflows based on established case severities, escalation paths, and priorities can send reminders to responsible parties.

  • 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

  • Lifecycle Management
  • Team Troubleshooting
  • Email Management
  • Workstation Flexibility
  • Approval and Workflows
  • Dashboards and Favorites
  • Business Process Monitoring
  • Panel Access
  • Data Integrity

Lifecycle Management

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

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 standard templates to ensure current and consistent messaging.

Workstation Flexibility

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

Approval and Workflows

Establish automated notifications across departments based on business activities.

Dashboards and Favorites

Create announcements and dashboards for each service manager. Dashboards and favorites link to real-time information in tabular or graphical form.

Business Process Monitoring

Send notifications by email when data is updated or whenever a set of pre-defined conditions is met.

Panel Access

Use configurable side panels to quickly access related record information for business accounts, contacts, opportunities, sales orders, or support cases without navigating away from the screen.

Data Integrity

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

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