Using Epicor® Dashboards to Improve Customer Service Metrics

Providing excellent customer service is essential for business success, but many companies struggle with slow response times, unresolved issues, and poor customer satisfaction tracking. Without real-time insights, it becomes difficult to measure service performance, identify problem areas, and make data-driven improvements.

Epicor® Dashboards offer a powerful way to track and improve customer service metrics by:

Monitoring real-time customer interactions
Tracking response times and service request resolutions
Identifying trends in customer satisfaction
Automating reporting and analytics

This guide explores how businesses can use Epicor Dashboards to enhance customer service operations, optimize key performance indicators (KPIs), and provide better support experiences.

Key Customer Service Metrics to Track in Epicor® Dashboards

A well-structured Epicor Dashboard should focus on tracking and analyzing critical service-related metrics. Some of the most important KPIs include:

First Response Time (FRT)

Measures how quickly customer service agents respond to a new request.
Goal: Reduce delays and ensure prompt replies.

Average Resolution Time (ART)

Tracks how long it takes to resolve customer issues.
Goal: Shorter resolution times lead to increased customer satisfaction.

Customer Satisfaction Score (CSAT)

Captures customer feedback after interactions with support.
Goal: Identify areas where service quality can improve.

Ticket Volume by Category

Breaks down incoming support tickets by issue type.
Goal: Identify common problems and prioritize improvements.

Escalation Rate

Tracks the percentage of cases that require supervisor intervention.
Goal: Reduce escalations by improving frontline agent problem-solving skills.

Customer Retention Rate

Measures how many customers remain loyal over time.
Goal: Improve service to increase customer loyalty.

How to Use Epicor® Dashboards to Improve Customer Service Metrics

Create a Customer Service Overview Dashboard

A Customer Service Dashboard in Epicor should provide a centralized view of service performance. Key features should include:

Live feed of open and resolved tickets
Real-time response time tracking
Customer satisfaction score trends
Pending service requests categorized by priority

Example: A business can set up automated alerts for tickets that exceed resolution time limits, ensuring no issue is overlooked.

Monitor Real-Time Service Requests and Response Times

Use Epicor Dashboards to track live incoming tickets from various channels (email, chat, phone).
Display agent response times and highlight overdue cases.
Integrate with email notifications to send alerts when response time exceeds the SLA (Service Level Agreement).

Example: If a customer ticket is unanswered for more than 24 hours, the dashboard can flag it for urgent attention.

Identify Service Bottlenecks with Trend Analysis

Epicor Dashboards allow businesses to analyze long-term trends and identify areas that need improvement.

Use heatmaps and graphs to identify peak hours when ticket volume is highest.
Compare historical response times to measure performance improvements.
Analyze issue categories to find recurring problems that need long-term fixes.

Example: A company notices that billing-related tickets take longer to resolve than technical issues. The dashboard highlights this pattern, prompting leadership to allocate more resources to the billing department.

Automate Customer Satisfaction (CSAT) Surveys and Reporting

After resolving a service request, businesses can use Epicor Dashboards to:

Automatically send follow-up surveys to customers
Track and analyze CSAT scores in real time
Compare satisfaction trends across departments and agents

Example: An IT services company monitors CSAT scores per agent to identify top performers and those who need additional training.

Use AI and Predictive Analytics to Improve Service Efficiency

Epicor Dashboards can incorporate AI-driven insights to:

Predict service issues before they escalate
Identify patterns in customer complaints to address recurring problems proactively
Automate ticket routing to the most qualified agents

Example: A telecom company uses predictive analytics to detect rising complaints about slow internet speeds, allowing them to fix network issues before customers experience major service disruptions.

Best Practices for Optimizing Epicor Dashboards for Customer Service

Use Customizable Widgets – Tailor dashboards to display the most relevant service KPIs
Enable Real-Time Alerts – Ensure managers receive instant notifications for urgent service issues
Integrate with CRM Ticketing Systems – Sync customer service data across platforms
Keep Dashboards Simple Readable – Avoid cluttered reports with excessive data points
Continuously Review Optimize Metrics – Adjust dashboards based on performance trends

Real-World Example: How a Software Company Improved Service Efficiency with Epicor® Dashboards

Challenge

A software company struggled with long response times and declining customer satisfaction scores due to inefficient tracking of support tickets.

Solution

Implemented Epicor Dashboards to track open tickets and measure resolution times
Automated alerts for overdue tickets, ensuring no issue remained unresolved
Introduced AI-driven analytics to predict customer needs and recurring service issues

Outcome

Response time improved by 35 percent
Customer satisfaction scores increased from 78 to 92 percent
Ticket backlog reduced by 50 percent, improving service efficiency

Conclusion

Improving customer service starts with real-time insights and proactive decision-making. Epicor® Dashboards provide businesses with the tools needed to monitor key service metrics, track customer interactions, and optimize response times.

By using Epicor Dashboards, companies can:

Automate customer service reporting
Improve satisfaction scores with real-time tracking
Identify and resolve service bottlenecks
Enhance decision-making with AI-driven analytics

At Epicforce Tech, we specialize in helping businesses optimize their Epicor Dashboards for customer service success. Whether you need dashboard customization, workflow automation, or advanced analytics, our team can support your business goals.

Learn More About Epicor® Dashboards: https://epicforcetech.com/epicor-dashboard/