ERP Support Through a 90-Minute Session: Ameritex Member Success Story

Two weeks after going live on Acumatica, Ameritex, a Texas-based industrial fluid management company, jumped on a working session with Stellar One that turned into one of the more remarkable examples of ERP support we've seen documented.

The session ran 90 minutes. Frank Mooneyham, Ameritex's Operations Director, was on the call along with Rylan Nunley from operations. From the Stellar One side, Matej Hrabinsky (finance lead) and Julie Zhu were both there. The plan had been a standard weekly project review. What actually happened was a live problem-solving session inside Ameritex's Acumatica production and test environments.

Three ERP Problems, Worked Through Live

Frank raised three real operational issues that had come up in the two weeks since go-live:

1. Combined accounts payable bill imports that weren't behaving the way the team expected.

2. A customer payment visibility gap in the finance workflow.

3. A reporting question that had been slowing down invoice review.

Matej took the wheel. Not on his own screen, but on Ameritex's screen, in their actual system. He and Julie walked through each issue with Frank driving and the Stellar One team providing guidance. Two of the three problems were fully resolved during the session. The third got a clear path forward.

What Frank Said at the End of ERP Troubleshooting and Resolution

At the close of the session, Frank's parting words were simple:

"Thank you, Matt. Have a good one."

Five words. No follow-up email needed. No ticket to close. No pending case to escalate. Two operational problems solved and a third on the way, all in a single working session, at no additional cost beyond Ameritex's Stellar One subscription.

For a member two weeks post go-live, that's the difference between a good implementation and a great one. The go-live date is a milestone. What happens in the 90 minutes after go-live, and the 90 minutes after that, is what determines whether the ERP system actually becomes the way the business runs.

Why This Kind of ERP Problem-Solving Session Matters

Most ERP support relationships in the industry are structured around tickets. A member submits a case, a support tech reads it, someone gets back to them within a service-level window, and the resolution happens over asynchronous email exchanges that can stretch across days or weeks. For a member trying to run a real business, that latency compounds.

Live working sessions inside the member's actual environment work differently. The problem gets diagnosed in context, the member sees the solution being executed, and the knowledge transfer happens naturally as part of the work. When the session ends, the problem is gone, and the member has learned something they can apply the next time a similar issue comes up.

That’s how Stellar One's Mission Support works by default. Every member gets working sessions with the same team that ran their implementation. There's no separate handoff to a faceless queue, and there's no billing per question. The subscription covers the relationship, not just the software.

Ameritex's session isn't unusual for Mission Support members. It's just one of the clearest examples of what the model looks like when it's working the way it's supposed to.