Customer Service Management Software

A single customer view across your enterprise helps you win with customer service.

Seamlessly integrated with the Salesforce Service Cloud, Rootstock helps you resolve issues faster and enhance the customer experience.

View all customer information in a single place based on a single, consistent set of data.
Drill down from Service Cloud to view critical customer details in ERP.
Track the complete service history for any product or customer.
Easily customize workflows to match your own customer service process.

Returns Management

Automated returns management lets you serve your customers more efficiently:

Process returns faster with streamlined approvals.
Create Return Material Authorizations (RMAs) from sales order shippers, invoices or Salesforce service cases and include details specific to the item being returned.
Process replacements before the items are received or after the item has been returned and processed.

Contracts

Create customer contracts that meet both company and customer requirements:

Link sales orders together by contract and control pricing for items covered by the contract.
Flexible recurring billing lets you pull recurring items such as monthly rental fees, scheduled maintenance and upgrades into a single contract.
Establish billing cycles with contracts and run the billing process manually or automatically.

Warranties

Easily create, assign and manage customer warranties:

Create user-defined warranty types to initialize different warranty durations and expiration dates.
Quickly access related transactions and customer information from linked cases, returns and service orders in the Device History.
Easily maintain warranty status data, current customer and installation location, and more.

Device History

View the complete service history of any product or component:

Save product configuration by serial number so that when a customer provides the number, you can easily find the original components and routing that were used.
View the history of all modifications to an item; for example, items returned for rework.
View all links between parents and their components for serialized items.

“When our customer service department gets a request, we are able to respond quickly. Our sales and customer service department can now forward an invoice or packing slip with the touch of a button.”

– Chris Muto, Sales Operations Manager, Pro-Tech

Entitlements

Build customer loyalty by adding entitlements to service contracts:

Create, price, bundle and sell entitlements.
Use consumption and usage data to help you price supplies and services associated with a covered product or component.

Salesforce Service Cloud + ERP = Better Customer Service

Combine the Salesforce Service Cloud with Rootstock Cloud ERP to a get a complete view of all transactions and interactions with a customer. Empower call center personnel with all the information they need to service the customer:

Improve first call resolution with a 360° view of the customer using the Salesforce Service Cloud console.
Get visibility into customer cases, sales orders, invoices, shipments, returns and credits from a single location.
View the entire RMA process and item statuses via the Service Cloud.
Appear as one company to your customer, not separate departments.
Customize service workflows to match your own processes using a simple point-and-click interface.

Salesforce Field Service Lightning ERP Connector

Rootstock Cloud ERP is the perfect complement to Salesforce Field Service Lightning. Connect your field service teams to inventory, RMA, refurbishing and depot repair processes. Let Rootstock ERP manage invoicing, parts and inventory replenishment:

Get the right parts to the right place at the right time with Rootstock inventory and supply chain management.
Manage inventory at multiple locations, including vans and satellite locations.
Initiate and follow the RMA, repair or refurbishment processes all on the Salesforce Platform
Use Rootstock to accurately cost inventory, prepare invoices, and manage accounts receivable.

Customer Communities

Enhance the customer experience with online customer communities:

Easily create intelligent and branded Salesforce Communities and portals for customers.
Solve problems faster by communicating in real time with your customers.
Improve customer service with direct feedback from customers.