As part of the European Regional Development Fund (POR FESR), a regional project is funded targeted at the automation and optimization of the management processes within the support services (CRM Customer Service) offered to the partner network. Support requests coming from the partners are completely integrated into the ERP solution, and the project is aimed at fully automatically managing both reports and interventions, optimizing and improving the level of service. Our contribution is the application of Business Intelligence techniques to make the relevant information available to decision makers.