Customer Service
Quotes, orders and RMAs on one record from first call to final invoice.
One record, quote to invoice
A quote in Visibility ERP is not a document that gets rekeyed into an order. It is the order, at an earlier stage of the same record. Every quote, sales order, RMA and service call for a customer lives on that one record, so the information a rep sees on the first call and the status the shop floor sees later describe the same job.
How customer service runs on Visibility ERP
Sales force automation manages leads, contacts and opportunities through the built-in workflow engine, or integrates with Salesforce, Microsoft CRM or HubSpot for teams who run their pipeline there.
Quoting and Estimating builds accurate cost and profitability estimates for standard and engineered products alike, with configuration templates that pass product details straight into the quote, no reprogramming per option.
Available to Promise checks real supply and allocation before a date is promised, so the delivery commitment a customer hears is one the plan can actually keep.
Accepted quotes convert to sales orders automatically and track in real time through manufacturing, shipping and invoicing, with master billing, pooled credit and percent-complete or retention billing terms available on the same order.
A 24/7 multi-lingual customer portal gives customers self-service access to job status, documents and as-built data, with separate anonymous and trusted-partner views so pricing and availability show only to the right audience.
The Service module logs calls, tracks installed equipment and as-manufactured history, and administers billable and warranty RMAs against the same customer record.
A quote and a sales order are not two records kept in sync by hand. In Visibility ERP, they are the same record.
Customer service that starts before the order exists
Customer service usually means the calls that come in after a sale. In Visibility ERP it starts earlier, with a quote, and runs on one record through to the return. Each capability below is field-editable as its own card above; this section goes one level deeper into how each one actually works.
Sales Automation and CRM
Contact, lead and opportunity management run through the same built-in workflow engine that drives the rest of the system, so a sales process is configured the same way a quoting or approval process is, not bolted on separately. For teams already running their pipeline elsewhere, the same data integrates with Salesforce, Microsoft CRM or HubSpot rather than forcing a switch.
Quoting and Estimating
A quote breaks down materials, labor and delivery costs for both standard products, where price and availability are the variables, and engineered ones that need design work first. Configuration templates with interdependent selections and linked graphic elements are set up without programming, and the same configuration can pass straight into planning and fulfillment. The result is two documents from one process: an internal estimate carrying full cost and margin detail, and a customer-facing quote showing only what you choose to share.
Available to Promise
ATP runs at the moment a rep is about to commit to a delivery date, checking current and future planned availability across the system rather than a guess. Setting the right expectation at order time is what keeps the delivery promise and the delivery itself the same date.
Order Management
Orders originate from a quote, the configurator or the customer portal and are tracked in real time through manufacturing, shipping and invoicing, capturing project costs, pricing, margin and receivables as they happen. Master billing and credit structures, pooled credit across related customers, and pre-defined contract terms from deposits through percent-complete and retention are all handled on the same order rather than as an exception process.
Customer Portal
The portal is a 24/7, multi-lingual self-service storefront, not a status screen: customers browse a catalog and place orders themselves, with anonymous and trusted-partner views kept separate so pricing and part availability show only to the audience that should see them, alongside job status, documents and as-built data for what they have already ordered.
Service and RMA
The Service module logs the call, tracks installed equipment and its as-manufactured configuration, and administers the return, billable or under warranty, against the same customer record the order was placed on. Online service history and product configuration data stay accessible for the life of the product, so a recurring issue is visible as a pattern rather than a series of unrelated tickets.
Common questions about customer service in Visibility ERP
Does a quote automatically become a sales order?
Yes. When a quote is accepted, Visibility ERP converts it to a sales order without rekeying, carrying its configuration, pricing and customer terms forward onto the same record.
What is Available to Promise?
A real-time check of current and future planned product availability, run at the moment a delivery date is quoted, so the date a customer hears reflects actual supply rather than a guess.
Does Visibility ERP include CRM, or does it need one alongside it?
Both are options. Built-in sales automation handles contact, lead and opportunity management through the same workflow engine that runs the rest of the system, or it integrates with Salesforce, Microsoft CRM or HubSpot for teams who already run their pipeline there.
Can customers do more than check order status through the portal?
Yes. The customer portal is a 24/7 multi-lingual self-service storefront, not just a status screen: customers can browse the catalog and place orders, with anonymous and trusted-partner views kept separate so pricing and availability are only shown to the right audience.
How are warranty and billable RMAs handled?
The Service module logs the call, tracks the installed equipment and its as-manufactured configuration, and administers the return, whether it is billable or under warranty, against the same customer record.
How long does implementation take?
A typical Visibility ERP implementation runs four to six months, delivered by our own team, with zero failed implementations since 1988.
Ready when you are.
Bring your data and workflows. We'll show them running on Visibility ERP.