Strengthening Support Operations for a Southern U.S. Based Acumatica VAR

ABOUT THE CLIENT

A leading Acumatica VAR based in the Southern United States, supporting a portfolio of 60+ active clients across Finance, Healthcare, Manufacturing, Retail, Rental and Distribution. The partner delivers comprehensive Acumatica services—implementations, customizations, integrations and ongoing support across versions 2023 R1 through 2026 R1.

CHALLENGES

Consistent Support Quality

Ensuring consistent support quality across multiple industry verticals as the client base grew.

Responsiveness

Enhancing responsiveness to client queries and support tickets to meet rising expectations.

Request Diversity

Managing a wide range of request types efficiently—reports, configurations, and customizations.

Scalable Delivery

Improving overall service delivery performance and client experience through a structured, scalable support framework aligned with business growth.

SOLUTION

Dedicated Team Structure

ZingWorks deployed a dedicated team of Acumatica Certified Engineers, an Acumatica Certified Business Consultant, and a Client Success Manager to act as a strategic delivery extension for the VAR.

Support Delivery – 456 Tickets Resolved

Over 8 months, 456 support tickets were successfully managed: Low Code / No Code, GI & Reports (119), Customizations (83), System Configuration (30), Data Import (11), and Miscellaneous Requests (213).

Standardized Workflows

Standardized ticket management and prioritization workflows ensured consistency, accuracy and turnaround efficiency across all request types.

Continuous Coordination

Ongoing coordination with the VAR's internal team maintained alignment with partner branding, processes and client expectations throughout the engagement.

BUSINESS IMPACT

Ticket Age

Ticket age reduced from 45 days to under 7 days, dramatically improving client satisfaction.

First Contact Resolution

First Contact Resolution (FCR) improved from 50% to over 85%, resolving issues faster with fewer follow-ups.

Reopen Rate

Reopen rate reduced from 20% to below 4%, reflecting higher accuracy and quality in ticket resolution.

Mean Time to Acknowledge

Mean Time to Acknowledge (MTTA) improved from 4 hours to under 30 minutes, ensuring clients receive rapid initial responses.

TOOLS & TECHNOLOGIES USED

Client
Testimonials

ZingWorks LLP delivered exceptional results, generating additional revenue while maintaining excellent communication across time zones.

Executive, Mambo Media, Inc

ZingWorks successfully integrated solutions into one of the largest LMSs in the US, exceeding our goals with their innovative approach.

Karen Evans

Executive Director, Black Women Playwrights' Group

ZingWorks LLP automated our distribution process, increasing fill rate by 10% and truck utilization by 3% with their tailor-made solutions.

Sreerangarajan Srinivasan

Head of Logistics & Customer Service, Nivea India Pvt Ltd

ZingWorks LLP successfully deployed the app's features with seamless implementation and outstanding communication.

Nitesh Kumawat

CTO, Teevra Edutech Private Limited

ZingWorks LLP delivered on time and within budget, with a customer-centric approach that made all the difference.

Nitin Kulkarni

Director, Edgelytics Solutions Pvt Ltd

ZingWorks LLP delivered the project on time with excellent communication and seamless management.

Anonymous

VP, Radionome

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