From daily operations to new implementations, customer support is easier with Epicor.
"You know, our experience working with Epicor has been phenomenal. In a world that seems to keep changing, Epicor is evolving with us and partnering with us to keep up with that, and that has been really exciting."
John White
President │American Refrigeration Systems (ARS)
As the leader of a growing distribution business, John White speaks for many make, move, sell customers with the importance he places on partnership. When you choose an ERP system, you should feel confident in a high level of reliability and support to meet your everyday industry needs.
ERP solutions that make the most of emerging technology can add real value to support services for makers, movers, and sellers. By employing a network of vertical AI agents, Epicor Prism saves time by bringing generative AI capabilities—including large language models and retrieval-augmented generation—directly to you and your customers in ERP platforms and business applications. Epicor Prism further enhances this by aligning specific tasks to user prompts, empowering businesses to focus on strategic initiatives rather than administrative tasks.
Using data to identify, correct, and implement needed changes helps ensure a loyal customer base. In other words, if your ERP solutions provider can quickly help solve any challenges on a universal scale, as well as provide you with easier, more accessible ways to find the day-to-day information you need across your system, you’re more likely to stick with them as your business grows.
Do you have a team dedicated to helping your company succeed? When considering an ERP solutions provider, it’s essential to choose one that can answer yes to the above questions. Your ERP support team should prioritize making things easier—from consultation to go-live and beyond, so your business can continue to grow and thrive. Whether your business requires training, product updates or assistance, the right ERP partner can make everything go more smoothly, from consultation to implementation and beyond.
And this high level of support goes both ways—as much as customers benefit from guidance and tools from Epicor, Epicor benefits from customer input to make the best solutions possible.
“Epicor is very customer-centric. The company has several customer panels that I am involved in, and it acts on the feedback and comments from customers. I know from personal experience how Epicor listens to its customers and acts. It is not in five years’ time; I would see the results of that input in the next release of the software. When everyone else is saying it is this way or the highway, Epicor asks us what we need. That is another important reason why we continue to use Epicor.”
David Jackson
Operations Manager │ Alarm Products Distributors
Put simply, customer support aims to find a challenge that one customer may have, and fix it in a way that can empower a wide range of customers in the future. At Epicor, this empowerment takes many forms.
During an implementation, the Epicor Professional Services team uses their Signature Methodology to help ensure a smooth, predictable, and value-driven implementation, guiding you through four key stages: Prepare, Plan, Design, and Deploy. Each stage helps you align your business with industry best practices, while tailored milestones and sign-offs keep your project on track.
One the new system is in place, customers are empowered to be the architect of their own support, beginning with Wayfinder. This portal guides users to the information they need—whether it’s related to sales, invoices, or the details of an upcoming Insights conference—without endless clicking, emails, or phone calls.
From there, customers can also choose from other customer offerings including EpicCare, Epicor Learning, and the Epicor Ideas Portal.
The subject matter experts from the support team also increase the overall customer knowledge base by presenting themed webinars (on topics relating to the Epicor Kinetic platform for manufacturers, for example, or Prophet 21 for distributors). With some webinars drawing over a thousand viewers, these presentations are always available for customers to refer back to, share and view again as needed.
“One thing as we go into the future with Epicor, that I can say has really impressed me over the years is that when you get to know them, all levels of employees—whether you're talking about the leadership of the company or the people on the frontline, the support staff, they are all there to be responsive. They're all extremely knowledgeable, [with] technical expertise that you really need that gets you through a lot. So, with those type of folks supporting us, who knows what we're going to accomplish?”
Vicki Hafele
Treasurer │ Duncan Parnell
When your everyday operations are simple to execute, easy to measure, and readily translatable into continued growth and positive results, you can see the big picture. Knowing you have a robust system in place, with the end-to-end guidance and partnership that enables you to solve issues together, your business can thrive.
You can excel in the present and plan for the future, surprising and delighting your customers. Your hardworking employees can spend more time on strategic tasks that drive results, creating a foundation for innovation and staying one step ahead of industry trends.
Everything is easier with Epicor. Let’s get started.
