SAP Business One Support and Client Portal Features
PB1 AutoTask User Guide In order to better help our Clients, Pioneer is constantly enhancing our support processes! With a dedicated Support Team, an enhanced Client Portal, and our SLA and automated ticket processes, our support can’t be beat! Below I go over the Support Team, as well as some of the key aspects of the support enhancements in SAP Business One that Pioneer utilizes! How Does having a Dedicated Support Team Benefit You?
You get a much faster response time and resolution time and improve your overall service level.
It provides consistency in communication between you and our Pioneer Team.
You get a better, clearer and more visible ticket handling process.
You gain additional contacts within our Team to help with issues and concerns.
It gives you better self-service options. Check out the enhanced features of our client portal below!
Pioneer Client Portal & Email Notifications:
Email Templates and Auto-Notifications: Our email templates make ticket information more visible and easier to understand. We have specific notifications for ticket completions and ticket updates We’ve also have a small questionnaire when a ticket closes to see how you felt about the support, and if there are any points we can improve upon!
Enhanced Service Level Agreement (SLA) Tracking
To keep our focus on you, we have our enhanced SLA Tracking behind the scenes to make sure that the tickets are being handled in their SLA as fast as possible. To do this, we have implemented different tools to help enhance our ticket handling. For example:
Process of Auto-Closing Tickets:
To help keep important tickets at the top of the stack, we have implemented a Ticket Auto-Close Process. After a ticket is opened, you will receive 3 reminders to take action. After 3 days, after 10 days, and after 17 days. If after the 3rd reminder no action is taken, the ticket will automatically close after 20 days and you will receive the usual Closing Ticket Notification. *To stop a ticket from closing, you simply need to reply to any of the reminders, and the process will start over from the beginningHow does this benefit you? Keeping track of open tickets in the portal will be easier Outstanding issues will stay on Top and continue to be addressed If a ticket is/becomes non-relevant, it will close automatically without any action necessary on your part
Christina was born and raised in Mesa, Arizona and is a graduate of Northern Arizona University. At NAU she majored in Anthropology with a double minor in Japanese Language and Asian Studies. After graduating, she lived in Nagasaki, Japan for 4 years and taught English as an Assistant Language Teacher. With a passion for learning, helping others, and being creative, she uses her skills to fill-in any blanks and assist and support Pioneer B1 on various levels. In her spare time she takes photos, does indoor Rock-climbing, writes stories, studies Japanese, and hangs out with her 3 cats.