Deliver first-rate service to your customers without breaking the bank
We live in a world where constant and clear communication is paramount to any business. However, with increased pressures on the bottom line, coupled with increased competitiveness, utilising the right ERP solution can give you peace of mind as a business owner.
Acumatica ERP is all about keeping your customers in check. Well, it delivers many other things as well, but the customer should be at the forefront of any business, and it should be a given that you would be tending to their needs first.
How service and support automation can work for you
With a properly implemented ERP solution, such as Acumatica, your business should achieve reduced response times, improved customer satisfaction, lowered support costs, and accurately billed transactions. This is mainly accomplished through the case management function of the Acumatica CRM module. Tasks such as creating a case from web forms or manual entry, setting policies to automatically assign and escalate cases, and billing accurately – all become streamlined activities in the company’s day-to-day operations.
Likewise, there are many other operational efficiency improvements driven by Acumatica’s ease of use. For example, you can view case activity by conversations for quick retrieval of all case-related information linked to tasks, events, and activities. Case information is also available to all authorised stakeholders, so there’s a level of permissions which can be defined according to your business requirements. Similarly, your business workflows can be preset based on established case severities, escalation paths, and priorities so that the system sends reminders to responsible parties.
By incorporating a clearly-defined and easy-to-use cloud ERP solution, your staff will have more time to pursue strategic tasks that drive the business forward, and will feel more like a central part of the company’s operations.
Track service level and improve customer experience
Improving and automating your internal processes to better service your customers is only half the battle – being able to measure and improve customer experience is equally as important. With Acumatica, you can easily link cases to customer contracts and service plans, enabling you to quickly determine the level of customer service you’re providing. This allows you to ensure that proper support is provided and billed accordingly.
Furthermore, Acumatica gives you the ability to set service rates per incident, per hour, or prepaid. This becomes useful when calculating the cost of customer interactions through Acumatica’s ERP functions. Measuring both service level and cost of support metrics provides business owners with a clear view into the health of their customer experience department.
ERP software is rapidly moving away from being something of a novelty, to a key and essential component of any business that aims to provide a premium customer experience, while doing so efficiently and cost effectively. Acumatica ERP is the next step forward for your business to fulfill its true potential.