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Epicor CRM Case Management – What Does It Do for the Manufacturer?

Today’s manufacturers have a lot to keep track of – quotes, orders, RMA requests, service calls, warranty information, service contracts and more – and being organized is the key to efficiently staying on top of the details so business is not lost and customer service levels are at their highest.

Our manufacturing clients have found the Epicor ERP Customer Relationship Manager (CRM) Case Management functionality to be beneficial in this respect, enabling them to go from paper to paperless, while providing a knowledge system with a workflow that the entire enterprise can access (based on security settings of course!). The result: Enterprise-wide access to up to the minute customer details for improved efficiencies and higher customer satisfaction levels.

Epicor CRM Case Management provides a customer-focused solution so you can give your customers personalized, high-quality service no matter who they talk to within your organization or what their needs are – from start to finish. Epicor’s Case Dashboard below, is configurable to your specific needs, providing users with real time snapshots of case details including workflow and resolution.


Epicor CRM Case Management includes a Case Workbench feature to save your organization time by providing easy access to quotes, orders, RMA requests, jobs and service calls for example. Customers can be quoted and pricing history accessed and quotes can be turned to orders.

Epicor’s search and case driven workflow is insightful and can be used to standardize your case resolution with custom views of information. If for example, your salesperson is at a client site and hears of a problem with an order, he or she can use the online knowledge base to access the order from a mobile device, start the process of RMA assignment and later track the RMA. Service calls, warranties and service contracts can also be easily accessed from within the online knowledge base so everyone that needs to know the status of a customer has access to a complete view of the customer.

Epicor CRM gives you the tools you need to proactively manage your customers. No more lost revenue from service contracts that were not renewed in a timely manner because you can use your CRM system for marketing campaigns as well, reminding customers that it’s time to extend their warranties or renew their service contracts before they expire, not after.

You may have a CRM system in place, but is it being used? The key to gaining timely customer insights for improved efficiencies and customer service levels is a CRM system that is integrated with your customer facing functions thus making it a part of your everyday business processes. Having a well used CRM system that integrates with your customer facing functions such as LOQ, contact management, customer management, order processing, field service, and invoicing provides invaluable knowledge so that your business can be better managed and your customers better served. A happy customer is a satisfied customer, a repeat customer and a referral customer.

If you would like more information on this subject or have questions about identifying a ERP solution for your business, please contact us at our corporate office, MIS Consulting & Sales, Inc. or our Canadian office, MIS Solutions Canada, ULC.


Karen Beaulieu

Karen Beaulieu has worked in the ERP software industry for over 15 years. Having worked in a variety of roles from product development, channel and direct sales to marketing, Karen has a unique understanding and perspective of the ERP software industry. Currently Karen works in a marketing capacity for MIS Consulting & Sales and MIS Solutions Canada, ULC.

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