Multicase
ITX Integration with Multicase
Description
The ITX integration with Multicase is a comprehensive and advanced connection between the contact center and the ERP system. Multicase is a business system for orders, inventory, customers, and finance. The integration allows ITX and Multicase to work seamlessly together, ensuring that customer data, orders, invoices, and product information are always available in real time.
This is one of the most feature-rich integrations in ITX, offering two-way synchronization and deep insights into customer data directly within all user interfaces.
Benefits for the Business
With Multicase integrated into ITX, the company gains:
- Faster customer service with all information in one place
- Complete overview of customer history, orders, and finances
- Reduced need for manual lookups across multiple systems
- More efficient work processes for customer service and sales
- A Better Customer Experience with Accurate and Prompt Responses
All communication is automatically stored in the customer’s file, so that the entire organization has access to the same history. The result is greater efficiency and higher quality in all customer interactions.
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What Does Integration Solve?
Without integration, employees often have to work in multiple systems at the same time. They have to look up customers, orders, and invoices manually, and important information can easily be overlooked.
Typical challenges include:
- Customer data is spread across multiple systems
- Lack of an overview of orders and delivery status
- Time-consuming manual processes
- Limited historical data available in customer conversations
The integration between ITX and Multicase solves this by consolidating all relevant information directly in ITX. When a customer contacts the company, employees have immediate access to everything they need. This makes it possible to provide quick, personalized responses without putting the customer on hold or switching systems.
How does the integration work?
When a customer contacts you by phone, email, or chat, relevant information automatically appears in ITX. The customer is identified immediately, allowing you to start the conversation on a personal note, for example: “Hi Per, this is Lise.”
Among other things, employees receive:
- Customer data such as name, contact information, and address
- Overview of orders, including status, items, and delivery information
- Package Tracking and Estimated Delivery
- Unpaid invoice with the option to send a copy
- Promotions, Returns, and Credit Memos
- Purchase History and Financial Summary
You can access all of this in a dedicated KPI dashboard in ITX.
In addition, employees can:
- Open orders and invoices directly in ITX
- Send a copy of an invoice with one click
- Track returns and offers
- View inventory status and backorders
- Get support from GPT in ITX to respond to customer inquiries
All communication is logged under the customer’s account, so a complete history is always available.
Features
| Category | What You Get |
|---|---|
|
Customer Data |
Complete overview of the customer, including contact information, history, and credit status |
|
Order |
View status, items, and tracking information while speaking with the customer |
|
Invoice |
Open, send, and follow up on invoices without switching systems |
|
Logistics |
Track shipments and view inventory status and backorders |
|
Follow-up |
Manage quotes, returns, and customer communication all in one place |
|
Synchronization |
Automatic synchronization between ITX and Multicase |
|
Insight |
Real-time KPIs provide an overview of customer activity |