This article is part of our CloudSuite Industrial Feature Focus series.
Each post highlights a specific feature within Infor CloudSuite Industrial (CSI). In this one, we’re exploring the Call Center functionality within CSI’s Service Management module, which is designed to help service teams track, prioritize, and respond to customer issues.
Here’s what we’re focusing on today:
- Feature: Call Center (Incidents)
- Module: Service Management
- Product: Infor CloudSuite Industrial ERP
Call Center Overview
The Call Center in CSI’s Service module is a central hub for capturing and managing customer issues—whether warranty-related, service contract-related, or product concerns. When a customer calls in with a problem, service representatives can create an incident in CSI to log the issue and kick off a workflow for resolution.
Incidents can be categorized, prioritized, and assigned to the right resource. The Call Center also supports Service Level Agreements (SLAs), helping teams meet time-bound commitments by escalating unaddressed issues automatically. If an incident can’t be resolved remotely, the system supports seamless handoffs to service orders, RMAs, or on-site visits.
Because the Call Center is part of the core ERP, all item, customer, and financial data is fully integrated, eliminating duplicate entries or external system syncs.
Expert’s Take: Nick Mendolia on CSI's Call Center
Nick Mendolia, Director of Client Solutions at Visual South, describes the power of having the Call Center inside the ERP:
“You don’t need a third-party support system. You cal log incidents, track response times, assign follow-ups, and convert to service orders, all inside of CSI.”
He points out the value of SLAs: “If someone doesn’t respond in time, it kicks off a workflow to escalate it to the next level automatically.” This ensures customer expectations are met, especially in high-stakes service environments.
Another strength: integrated knowledge base search. “The person answering the phone can look up common issues and resolution steps in real time.”
Most ERPs require an add-on for support ticketing, but CSI includes it natively, so there’s no need to manually sync issue logs, service orders, or billing records across systems.
Service Management Micro Demo
Want to see how service management works in CloudSuite Industrial? Watch this short micro-demo, part of our 20-video demo series on CSI.
Related CloudSuite Industrial Resources
Want to explore more about CSI’s service capabilities? Let’s talk.
Want to see CloudSuite Industrial in action? Access the full demo gallery below.
