Acumatica ERP 2025 R1: Smarter CRM

Improved Addresses and Case Tracking

Customer relationship management (CRM) tools are at the heart of any ERP system—and Acumatica has made some thoughtful upgrades in its 2025 R1 release that make working with customer data smarter, cleaner, and more accurate.

This release brings two standout CRM updates:

1. A new ISO 20022-compliant address format, which makes your address data more structured and internationally ready.

2. Improvements to how case commitments are tracked, especially in how automated emails are treated for response time calculations.

Let’s walk through both of these enhancements and what they mean for your team.

Upgraded Address Handling: Now ISO 20022 Compliant

Have you ever looked at an address field and thought, “That doesn’t give me enough flexibility”? You’re not alone. Traditional address formats in many systems tend to be flat and limited—great if you’re mailing a postcard, but not always ideal for managing global customer data.

What’s New?

With Acumatica ERP 2025 R1, address fields have been expanded to match the ISO 20022 international standard. This makes your data cleaner, more precise, and much more compatible with global systems. It’s a small change that brings big benefits—especially for companies that deal with international customers, suppliers, or regulations.

New Fields You Can Use:

Here’s a look at the new address components you can now manage:

• Department & Subdepartment: Useful for large organizations or buildings.

• Street Name & Building Number: Separate fields instead of one messy line.

• Building Name & Floor: Especially helpful for offices, towers, or malls.

• Unit & Room Numbers: Better for apartments or suites.

• Post Box: For companies or individuals using PO boxes.

• Town Location Name & District Name: Adds another layer of geographic detail.

These fields aren’t forced on everyone—they’re optional and configurable. If you need them, they’re there. If not, you can keep using the simpler format you’re used to.

How to Access Them:

• On inquiry forms, use the Column Configuration tool to show or hide specific fields.

• On data entry forms, you can enable them via a customization project.

So if you’ve ever had to jam multiple pieces of an address into a single field, this update is a breath of fresh air.

Why This Matters

ISO 20022 compliance isn’t just about staying on trend. It brings real benefits:

• Better data exchange with financial institutions, government agencies, or international partners.

• More consistent records, which means fewer errors and better reporting.

• Increased compatibility with other systems, platforms, and integrations.

Whether you’re handling customer addresses, vendor locations, or billing information, this structure helps you avoid ambiguity—and gets your data ready for wherever it needs to go.

More Accurate Case Commitment Tracking

Now let’s shift gears a bit—from data quality to customer service.

In previous versions of Acumatica, there was a small quirk in how case commitments were tracked. The system would treat automated outgoing emails (like “your case has been received” messages) the same way it treated actual human responses from your support team. This meant that:

• Response times looked artificially fast

• Some commitments were marked “fulfilled” when they hadn’t really been

• Service stats might not reflect your team’s true performance

What’s New in 2025 R1?

Acumatica now distinguishes between user-generated emails and system-generated emails.

A new email activity type called “System Email” has been added to the system. This helps Acumatica treat those automated emails separately from real team responses when calculating service commitments.

Where You’ll See This:

• On the Email Templates screen (SM204003), there’s a new Activity Type field.

• Predefined templates like “Case Pending Closure” or “New Comment from Portal” are now flagged as “System Email.”

• These system emails won’t be counted in case SLA metrics unless you specifically want them to be.

There’s also a new checkbox called “Include System Activities in Response Time Calculation” on the Case Classesform. It’s off by default—so system emails won’t affect your SLA numbers—but you can turn it on if your team has workflows that depend on it.

Why This Change Helps

For teams that care about support quality (and let’s be real—most of us do), this update makes your stats more trustworthy.

• Your reports are cleaner: You’re not getting false positives in your SLA compliance.

• Your team gets credit for actual responses—not system messages.

• You get flexibility: You can choose how to treat automated emails based on your business rules.

For example, maybe your SLA starts when a human replies, not when an auto-response is sent. Now you can reflect that logic in your case tracking.

A Closer Look: Workflow Changes You’ll Notice

Here’s a quick example to show how things behave differently in 2025 R1.

Before:

1. A customer submits a support case.

2. The system sends an automated “Thank you” email.

3. Acumatica logs it as an “Email – Outgoing” and stops the SLA timer.

The problem? Your team hasn’t even looked at the case yet.

Now:

1. The same automated email is flagged as a System Email.

2. SLA timers keep running until a real person responds (unless you change the default behavior).

The result is a more accurate picture of how long customers wait for help—and better insights for improving your support process.

Practical Tips for CRM Users

If you work in customer service, sales, or CRM administration, here’s what you can do with these new features:

• Audit your email templates: Check which ones are now classified as “System Email” and make sure they’re labeled correctly.

• Review your case classes: Decide whether you want to include system activities in your SLA calculations.

• Talk to your team: Make sure everyone knows that the reporting logic has changed. This will help avoid surprises when SLA numbers shift.

• Start using detailed address fields if you’ve been struggling with international formats or large customer accounts.

These aren’t earth-shaking changes, but they’re thoughtful quality-of-life upgrades that can reduce confusion, improve reporting, and help teams work smarter.

Wrapping It All Up

With Acumatica ERP 2025 R1, the CRM experience is more refined, more flexible, and better suited to today’s global business environment.

• The ISO 20022 address format makes your data more structured and compliant with international standards.

• The new approach to case commitment tracking brings clarity to your service metrics and gives you more control over what counts as a response.

These changes may seem subtle, but they add up to a CRM system that works harder (and smarter) for you behind the scenes.

Download the Full Release Document