About Epicor
Epicor is the leading provider of business management software. Epicor’s platform promises to unite the entire retail enterprise. Epicor’s retail solutions can integrate with POS systems, CRMs, and inventory management to name a few. Top brands across the world utilize Epicor’s software at retail outlets. Over 500 retailers can deliver the omni-channel shopping experiences that customers demand.
Invonto helped us develop a web application for one of our enterprise products. There was a real sense of partnership working with the Invonto team.
Amit Kumar
Director – Strategic Initiatives
Challenge
Epicor collects usage data and error logs from over 5000 global outlets. Databases store this information specific to each customer but did not display it. The customer service team had difficulty tracking and resolving errors. This caused significant outages for retail outlets. Epicor needed a remote monitoring app to support the team.
Objectives
Reduce Service Response Time | Remote Equipment Monitoring | Customer Retention
Process
Solution
Epicor’s RMM (remote monitoring and management) software required two components. First, the software needed to collect data from all outlets in real-time. Second, it needed to identify issues in a user-friendly dashboard. We leveraged IoT to store the data in a centralized database. The dashboard visualized critical issues through user-friendly graphics. We used the card style to present roll up data for each outlet’s locations. We provided Epicor customers with white-labeled enterprise dashboards. The dashboard’s UI works well on tablets and desktops.
Experience
Working with Epicor was a unique experience. We invited Epicor to our New Jersey office and hosted sprints. Each team member brought a unique perspective to the project. Epicor’s knowledge of retail software systems was invaluable. Combined with our experience, the project was a huge success.
Results
The remote monitoring tools reduced response time from 4 hours to 15 minutes! The application is saving Epicor over 120,000 hours and $12 million each year.
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