Customer Service & Support ERP Requirements
Case management, SLAs, knowledge base, and customer portals. Review our comprehensive checklist to ensure your ERP covers every critical customer service & support capability.
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Requirements
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Categories
3
Industries
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Leading Vendors
Customer Service & Support Requirements Checklist
Case Management(8 requirements)
| Requirement | Description |
|---|---|
| Ticketing & Case Management | Creates, assigns, and tracks customer support cases from initial contact through resolution with full audit trail. |
| Multi-Channel Support (Email, Chat, Phone) | Handles customer inquiries from email, live chat, phone, social media, and web forms in a unified agent workspace. |
| Case Routing & Escalation Rules | Automatically routes cases to the right team or agent based on topic, priority, and workload with escalation timers. |
| Case Priority & SLA Tracking | Assigns priority levels to cases and tracks response and resolution times against service level agreements. |
| Knowledge Base Management | Maintains a searchable library of articles, FAQs, and troubleshooting guides for agents and customers. |
| Canned Responses & Templates | Provides pre-written response templates for common issues to improve agent efficiency and consistency. |
| Customer Interaction History | Displays a complete timeline of all customer interactions across channels for context-aware support. |
| Case Merge & Linking | Combines duplicate cases and links related issues to track systemic problems and reduce redundant work. |
Field Service(8 requirements)
| Requirement | Description |
|---|---|
| Field Service Scheduling & Dispatch | Schedules and dispatches field technicians based on skills, location, availability, and job priority. |
| Mobile Field Service App | Provides technicians with a mobile app for work orders, parts lookup, time capture, and customer signatures. |
| Work Order Management | Creates and tracks manufacturing work orders through each production stage from release to completion. |
| Spare Parts & Van Stock Management | Tracks spare parts inventory on service vehicles with replenishment triggers and transfer capabilities. |
| Proof of Service & Digital Signatures | Captures electronic signatures and service completion confirmations for billing and compliance documentation. |
| Route Optimization for Technicians | Plans optimal travel routes for field technicians to minimize drive time and maximize daily appointments. |
| Preventive Maintenance Scheduling | Schedules recurring service visits based on equipment usage, time intervals, or condition-based triggers. |
| Installed Base & Equipment Tracking | Maintains a registry of all customer equipment with serial numbers, configurations, and service history. |
Self-Service & Portals(7 requirements)
| Requirement | Description |
|---|---|
| Customer Self-Service Portal | Provides customers with a branded portal to log issues, check status, and access knowledge base articles. |
| Community Forums & Peer Support | Hosts discussion forums where customers can ask questions and share solutions with other users. |
| Chatbot & Virtual Agent | Deploys AI-powered chatbots to handle routine inquiries and guide customers to solutions before agent handoff. |
| FAQ & Knowledge Base Search | Enables customers to search for answers using natural language queries across all knowledge content. |
| Service Request Submission | Allows customers to submit service requests, maintenance orders, and support tickets through self-service channels. |
| Real-Time Status & Tracking | Gives customers real-time visibility into case status, technician arrival times, and issue resolution progress. |
| Customer Feedback & Surveys | Collects post-interaction feedback through automated surveys to measure satisfaction and improve service. |
Service Analytics(7 requirements)
| Requirement | Description |
|---|---|
| First Contact Resolution Tracking | Measures the percentage of cases resolved during the first customer interaction without follow-up. |
| Average Handle Time & Response Metrics | Tracks the average time to respond to and resolve customer cases across all support channels. |
| Customer Satisfaction (CSAT) Dashboards | Displays real-time customer satisfaction scores with drill-downs by team, channel, and issue type. |
| Agent Performance & Workload Reports | Reports on individual agent productivity, case volume, resolution rates, and quality scores. |
| SLA Compliance Reporting | Tracks and reports adherence to service level agreements with breach analysis and trend identification. |
| Trend Analysis & Issue Categorization | Identifies recurring issues and trends in support requests to drive product and process improvements. |
| Service Revenue & Cost Analytics | Analyzes service profitability by tracking revenue from service contracts against support delivery costs. |
Industry-Specific Service(10 requirements)
| Requirement | Description |
|---|---|
| Healthcare Patient Support & Triage | Manages patient inquiries with clinical triage protocols, appointment scheduling, and care coordination workflows. |
| Retail Returns & Exchange Processing | Handles customer returns and exchanges with policy enforcement, refund processing, and inventory restocking. |
| Construction Warranty & Defect Claims | Tracks warranty claims and construction defects with contractor notification, remediation tracking, and closeout. |
| Financial Services Client Advisory Support | Manages client advisory cases with compliance documentation, suitability checks, and regulatory audit trails. |
| Manufacturing Equipment Service & Repair | Tracks equipment service requests from customers with parts ordering, technician dispatch, and RMA processing. |
| IT Helpdesk & Incident Management | Manages IT support tickets with ITIL-aligned workflows, asset linking, and change management integration. |
| Government Citizen Service Requests | Processes citizen inquiries and service requests with transparency tracking and public response commitments. |
| Education Student Support Services | Manages student support cases including academic advising, financial aid inquiries, and accommodation requests. |
| Food Safety Complaint & Recall Response | Handles food safety complaints with lot tracing, health authority notification, and recall execution workflows. |
| Utility Service Connection & Outage Management | Manages service connection requests, outage reports, and restoration tracking for utility providers. |
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Industries That Need Customer Service & Support
These industries typically require strong customer service & support capabilities in their ERP system:
How to Prioritise Customer Service & Support Requirements
Not every requirement is equally important. Use this phased approach to prioritise:
Phase 1 — Must-Have
Core capabilities required for go-live. These are non-negotiable requirements that your business cannot operate without.
Phase 2 — Should-Have
Important capabilities needed within the first 12 months. Plan to implement these in a second rollout wave.
Future Phase — Nice-to-Have
Advanced capabilities for your long-term roadmap. Ensure the vendor supports these even if you don't need them now.
ERP Vendors with Customer Service & Support Capabilities
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