Has your enterprise outgrown its present accounting system? Have you implemented advanced processes, or operate in a multi-company environ-ment – but your accounting system can’t manage increasing complexity?

Snapshot

Challenge

Irish engineering company needed to

replace manual customer contact systems,

as well as �eld engineering / sales systems,

with the latest integrated solutions.

Solutions

Bene�ts

Fully centralized access to all customer documentation increases e�ciency and productivity

Challenge

A growing Irish engineering company faced a number of challenges: With over a

eight-thousand customers nationwide, it couldn’t keep up. It’s manual contact

centre processes, used to monitor incoming and outgoing communications with

existing customers, was under pressure. If management needed to track a string of

communications, including past order histories, contracts, email, and telephone

records, it was a matter of pawing through literally

thousands of excel spreadsheets and assorted paperwork spread among a series of

computers.

In some cases, manual paperwork wasn’t even digitized. Critical information could

be stu�ed in a drawer.

The company’s �eld engineers and sales teams were also at a disadvantage.

Scheduling was a time-consuming manual chore conducted each morning. Record

keeping, which was also manual, required engineers to submit paperwork when

they got back to head o�ce for re-keying.

Field sales personnel were forced to hand in manual orders when they returned to

o�ce. All of this resulted in customer service levels which were no match for the

competition: engineers were often late to customers in the �eld for service calls.

Sales orders took too much time to process, resulting in late deliveries. The result?

Customers weren’t happy.

To compound matters, the engineering company used an old accounting system

which was past its service date. Because it was not cloud-enabled, team managers

knew they were losing

opportunities – as well as vital, real time information that could help them defend

market share and margins.

“Manual systems, and the lack of integrated cloud-enabled solutions, together with

the lack of centralized data and communications repositories, meant that we

worked to a disadvantage compared to our competitors,” the company’s Financial

Controller stated. “What we needed was a centralized, fully integrated, cloud-en-

abled solution that would help us increase e�ciency, productivity, and customer

service levels.”

The Solution

DB Computer Solutions I.T. consultants sat down with their counterparts at the engineering company. Following the

development of a road-map, DB Computer Solutions deployed a fully-integrated, cloud-enabled solution.

Sage 50c acts at the heart of the system. The hybrid-cloud-enabled accounting solution provides the company with powerful accounting and

management information. Simultaneously, Service Manager from DB Computer Solutions together with Sage CRM was integrated with Sage

50c.

The result is a fully integrated solution that drives increased customer satisfaction, while delivering back o�ce and

management e�ciency and control.

The Bene�ts

Sage CRM centralized data control delivers �nger-tip access to any communication – to or from existing or prospective customers – via a simple to

use onscreen dashboard.

All customer vital data – everything from simple emails to contracts, sales order, engineering reports, timesheets, invoices, statements, and similar

information – is quick to locate. No longer does company sta� have to hunt through individual storage servers or desk drawers and �les. It’s all

located via one simple Sage CRM dashboard.

Service Manager from DB Computer Solutions replaces manual scheduling and order taking processes. Every day, the company’s �eld engineering

teams are dispatched work schedules which they receive on handheld devices. This includes end-customer name, address, contact information,

what’s to be done, a list of required parts, and similar. Field engineers report work completed using the handheld device, transmitting data directly

to Sage 50c. That data can include: amount of time spent in transit and on site, parts actually used, special or follow-up work required, and similar.

When the job is �nished on-site, the customer signs the on-screen work docket, which is also transmitted to Sage 50c.

Subsequently, that data is used for accurate billing and service level tracking.

Sales teams also use Service Manager. Call routes, and customers, are dispatched to sales teams, who access them with a handheld device. Data

includes a full product inventory, complete sales histories as well as any special pricing. When sales people take orders in the �eld, they dispatch

orders back to Sage 50c for quick processing, dispatch, and invoicing.

“The integrated systems from DB Computer Solutions have signi�cantly increased e�ciency, productivity, customer service level satisfaction, and

pro�ts,” the Financial Controller concludes. “I’ve used any number of software solutions over my career. But this integrated solution is the best, most

seamless, and most e�cient by far.”

Sage 50c hybrid cloud-enabled

accounting integrated with:

Sage CRM

Service Manager from DB Computer

Solutions

Seamless transmission of data to/from engineering and sales teams in the �eld maximises customer service levels while increasing pro�ts

Increased back o�ce productivity by eliminating manual processes and related re-keying

Increased accuracy

Many more satis�ed customers for increased competitive advantage

How centralising control and contacts yields increased service levels and pro�ts for a growing Irish Engineering Com-pany

Contact us Today061 480 980 info@dbcomp.ie dbcomp.ie

For more information on integrated solutions from DB Computer Solutions, contact us:

A DB Computer Solutions Use-Case Study

Sage 50c, Sage CRM and Service Manager