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Acumatica Service and Support Automation integrate service and support activities with sales and marketing to deliver a team-oriented approach to customer support and increased sales.

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.

 

Key Benefits:
  • 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.

 

Additional Features:

Lifecycle Management

Team Troubleshooting

Email Management

Workstation Flexibility

Approval and Workflows

Dashboards and Favorites

Business Process Monitoring

Panel Access

Data Integrity

 

Contact us for more information on how Acumatica Service and Support Automation can work for your organization.