Epicor eSupport delivers a complete call management and problem resolution tool set for supporting external customers. eSupport enables businesses to manage--even anticipate--the support needs of customers. With eSupport, businesses can stay connected to their customers and provide timely, accurate, and complete assistance via phone, fax, e-mail, or the Web.

In addition, eSupport helps employees efficiently manage their workloads, from handling calls to requesting customer shipments. They can track all products customers purchase, as well as any products that are returned for service or replacement. A key component of eSupport is the integrated functionality with the Customer ePortal that lets customers help themselves to information over the Internet while, at the same time, keeps employees aware of any relevant customer Internet activity.

Manage Your Calls
Thorough call history features empower you to deliver timely, accurate, complete and clear information to your customers. You can easily open, track, report on and close calls. Follow-ups can be attached to calls to ensure that commitments are kept. Plus, user-definable call queues allow managers to prioritize workflow. In addition, standard reporting enables you to keep on top of everything, from which products need enhancing to which support agents need more training.

Give Fast and Accurate Answers
Our AnswerBook feature, an online store of answers to your customers’ most frequently asked questions, makes it easy for anyone in your company to give fast and accurate answers. As a result, your people become more competent. And your customers become more confident in their relationship with you. You’ll no longer have to put customers on hold. You can perform natural language or Boolean searches to find answers. And once the correct answer is found, you can fax or e-mail it directly to the customer from your workstation. Moreover, you can place your answers on the Web and empower your customers—and field representatives—to help themselves to information. Plus, you can manage customer requests for product enhancements, helping to make sure your products stay on track with customer expectations.

Get Paid For Your Service
eSupport helps support departments identify and forecast their contribution to the bottom line, resulting in greater profitability and predictability. Multiple service levels and billing options give you service level agreement choices to fit your customers’ budgets and requirements. For example, you can provide service on a product-by-product basis or offer blanket coverage. You can deliver service based on a set number of calls or based on the amount of time spent servicing a customer.

Know Your Customers and Products
Companies with a growing customer base and an expanding list of products find it increasingly difficult to stay on top of their information needs. However, eSupport enables you to track all products your customers purchase, as well as any products that are returned for service or replacement. You can easily manage product returns, from the time a product is returned for service until it is sent back, keeping your customers and management up to date.

Keep in Touch With Your Customers
With Microsoft Outlook integration and two types of follow-ups—to do’s and appointments—at your fingertips, eSupport makes it easy for you to be responsive and proactive in communicating with your customers. eSupport includes its own follow-up monitor for creating alarmed notifications of action items. Plus, you can e-mail or fax messages to customers directly from it.

eSupport enables you to deliver—by phone, fax, e-mail and the Web—the type of world-class service that can quickly separate you from the competition and ensure customer loyalty for years to come.