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Acumatica CRM Service and Support Automation

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

Acumatica CRM Service and Support Automation in Action

With Acumatica CRM service and support automation, companies can reduce response times, improve customer satisfaction, lower support costs, and accurately bill transactions.

All teams in the organization can create cases from web forms or manual entry, management can set policies to automatically assign and escalate cases and accounting teams love the ability to bill accurately and manage collection through the financial module integration.

Acumatica CRM Service and Support Automation Benefits

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.

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.

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 Acumatica CRM Sales Automation

  • Track customer contacts through prospecting, closing, and up-selling for a complete history of communications.
  • Assign cases to a workgroup for team collaboration.

  • Escalate cases/tickets without having to email documents and case history.

  • 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.

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

  • Establish automated notifications across departments based on business activities.
  • Create announcements and default dashboards for each salesperson to match their individual needs.

  • Dashboards and Favorites link salespeople to real-time information delivered in tabular or graphical form.

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

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.

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

Acumatica Customer
Relationship Management Resources

Acumatica Customer Management Brochure

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