The Customer Care module from Open Door Technology is built in Microsoft Dynamics® NAV and was designed to be a one-touch application for anyone dealing with internal or external customers.

While the module is not designed for high-volume telemarketing, it does work well for inside sales people to contact customers or prospects who meet certain criteria, i.e. anyone who has bought a Widget model 10 in the last six months. It has a number of other features and works extremely well for a front-end for Microsoft Dynamics NAV’s Service Management module.


Some of its features include:

  • Help Desk – The Customer Care module functions very well as a help desk application that is fully integrated into Microsoft Dynamics NAV. Technicians have full access to any calls, history or open, for both themselves and the customer. A knowledge base can be built up in the system with suggested solutions for common problems.
  • Integrated to Sales Order, Contact Management, Service Management, Fixed Assets, Inventory, Accounts Receivable – Virtually any function that could be done through an inside salesperson or customer service representative can be handled through the module.
  • Return Merchandise Authorization (RMA) – Returns may be handled effectively within Customer Care. The customer service representative has access to all the sales history including purchase dates. Items may be returned for credit, replaced or brought in for service.
  • Front-end for Microsoft Dynamics NAV Customer Service – The module allows service orders to be created by the customer service technicians and then scheduled and completed by the service department.
  • Auto Escalations with User-Defined Service Level Agreements – Customers may have individual service level agreements with certain guaranteed response times, etc. These may be easily defined and tied to automatic escalations based on user-specified escalation periods. For example, the first escalation may happen after two hours if the issue is not resolved. The second may happen if not resolved within four hours. Escalations and other actions may result in pages or emails.
  • Tracks Fixed Assets out on Location – The module will keep track of the location of all fixed assets on location at customer sites.


Sample users of Customer Care might include:

  • Help desk for tracking customer issues for Internet Service Provider.
  • Internal help desk for customers.
  • Cable or Internet Service providers where fixed assets are located at the customer premise.
  • Virtually any field service company where customer service representatives are separate from the service technicians.
  • Companies requiring RMA functionality.
  • Companies with any of these requirements but who have some unique business issues that cannot be added to a typical help desk or customer service module.


Please contact us for additional information, demonstrations and purchasing toll free at 877.777.7764