Customers expect support to be simple. They want to report an issue, provide the right details and check progress without repeatedly calling or emailing your team. When support requests are managed through scattered inboxes or disconnected systems, updates can be missed and customers may be left wondering what happens next.
The Acumatica Customer Portal works with case management to give customers a secure, self-service way to submit and monitor support requests. Cases flow directly into Acumatica, helping support teams manage activity while keeping customers informed.
Watch the video to see how the Customer Portal and case management work together in Acumatica Cloud ERP.
Customers can create cases through the portal whenever assistance is needed. They can enter the issue, select available classifications and include supporting information without waiting for an employee to open the request manually.
Through the portal, customers may be able to:
Because the case is created directly in Acumatica, support employees can begin working from the information the customer provided.
Email chains can make it difficult to reconstruct what was discussed or determine the latest update. Acumatica keeps case-related notes, activities and communication connected to the support record.
Customers can return to the portal to review progress and add information. Internally, cases can be assigned to the appropriate owner and managed according to established priorities, workflows or escalation rules. This creates a clearer process for both the customer and the support team.
Self-service does not replace personal support. It removes unnecessary steps surrounding the support process. Customers gain visibility without requesting routine status updates while employees spend less time creating cases from emails or searching for previous conversations.
A connected case history also helps support teams understand recurring issues and respond with better context.
Watch the video above to see the Acumatica Customer Portal used with case management, then talk with 3Value about creating a more organized and transparent customer support experience.Make It Easier to Submit Support Requests
Customers can create cases through the portal whenever assistance is needed. They can enter the issue, select available classifications and include supporting information without waiting for an employee to open the request manually.
Through the portal, customers may be able to:
Because the case is created directly in Acumatica, support employees can begin working from the information the customer provided.