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
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