As Acumatica adoption grows, so does the pressure on VARs to deliver faster, more consistent support across multiple clients and industries.
One Southern U.S. based Acumatica VAR faced a similar challenge.
With 60+ active clients across Finance, Healthcare, Manufacturing, Retail, Rental and Distribution, their team was handling a growing number of support requests across Acumatica versions 2023 R1 through 2026 R1.
The challenge wasn’t just ticket volume.
It was maintaining quality, responsiveness and delivery consistency while continuing to scale.
That’s where ZingWorks stepped in.
The Challenge
As the client base expanded, the VAR needed a more structured support model to:
- Improve response times
- Reduce ticket backlog
- Manage customizations and reports efficiently
- Maintain consistent client experience across industries
Support requests ranged from GI reports and low-code enhancements to customizations, configurations and data imports.
Without a scalable framework, operational pressure continued to increase.
The Approach
ZingWorks worked as a strategic delivery extension to the VAR’s internal team.
A dedicated support structure was established with:
- Acumatica Certified Engineers
- Acumatica Certified Business Consultant
- Client Success Manager
Over the last 8 months, the team successfully managed and resolved 456 support tickets, including:
- 119 GI & Reports / Low-Code Requests
- 83 Customizations
- 30 System Configurations
- 11 Data Imports
- 213 Miscellaneous Requests
The focus was simple:
- Structured ticket management
- Faster turnaround
- Better coordination
- Consistent delivery quality
The Results
The impact was measurable across key support metrics:
- Ticket age reduced from 45 days to under 7 days
- First Contact Resolution improved from 50% to 85%+
- Reopen rate reduced from 20% to below 4%
- Mean Time to Acknowledge improved from 4 hours to under 30 minutes
More importantly, the VAR was able to scale support operations confidently while improving the overall customer experience.
Why It Worked
The success came from combining:
- Certified Acumatica expertise
- Standardized delivery processes
- White-labeled support collaboration
- Continuous coordination and accountability
At ZingWorks, we believe support should feel structured, proactive and scalable, not chaotic.
Looking to Strengthen Your Acumatica Support Operations?
Whether you need help with support delivery, customizations, enhancements or scaling your Acumatica operations, our team is ready to collaborate.
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