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Ecolab ensures their customer-first policy with NetSuite and NextService

Ecolab ensures their customer-first policy with NetSuite and NextService

Ecolab Australia, formerly Gallay Medical and Scientific, supplies medical and scientific equipment throughout Australia and New Zealand from a head office in Melbourne and satellite offices in Sydney and Brisbane. With a team of over 40 field engineers, they provide an array of field services ranging from project management to repairs and maintenance for healthcare facilities.

Ecolab, a leading supplier of both laboratory and medical equipment with over 2,000 customers, operated using several systems to manage their business, resulting in a significant amount of double handling and duplicated data entry, along with delays in the processing of data and information.

“Our systems were quite manual and we had no service management capability beyond spreadsheets and manual processes. The decision to go with NetSuite and NextService was easy. We would have one system that gave us visibility over our entire business.”

Chris Vat, Operations Manager

 

Challenges faced before implementation

Ecolab implemented NetSuite and NextService in order to meet the following objectives:

  • Digitise paper-based processes
  • Reduce double handling and associated risks
  • Improve the recording of and access to historical information on machines and their services
  • Capture and process data in real-time
  • Report on the financial costs and profitability of projects and services undertaken by the company.

 

Business Outcomes

One of the core company values of Ecolab is quality and a “customer-first focus”. While trying to connect a number of disparate systems, this approach became secondary; time and resources were prioritised to ensure the business ran smoothly.

One of Ecolab’s main business requirements was a field service management solution. NextService, being in-built with NetSuite instead of having multiple disparate systems, was a key factor in Ecolab’s decision-making process. Ecolab Operations Manager Chris Vat explains that with the implementation of NextService, systems were streamlined with vast improvements focusing in customer care.

“The biggest drawcard for us was their Field Service Management solution built inside the NetSuite platform, giving the business a 360-degree view of our customers across the entire business. With NetSuite and NextService, we not only have visibility over our entire business but has also allowed us to schedule our technicians with more efficiency.”

Chris Vat, Operations Manager

Since implementing NetSuite and NextService they have achieved a 100% reduction on paper usage and managed to centralise all their software needs in a single solution, completely stoping working with disparate systems. They have attained customer-service excellence with a real-time CRM that allows every stakeholder to service their customers with efficiency and have increased operations with a platform that streamlines the process from lead to cash. 

For more information on Ecolab, click here.

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Feel free to call an expert in NetSuite + NextService today. Find out how cloud-based technology can unlock the operating potential of your wholesale distribution business.

Aquatec Australia improved business efficiency with NetSuite

Aquatec Australia improved business efficiency with NetSuite

Aquatec has had 30 years’ experience providing water and wastewater solutions to local government and commercial enterprises through the Australasian region. With plans to expand the business and improve on efficiencies, Aquatec required an internal system that would grow with their business.

“When we were searching for a system, we found that NetSuite was the only system that was fully integrated, cloud-based and didn’t need to be fully customised from the beginning. It’s out of the box capability met most of our needs and the additional modules and customisations would cover the rest of our unique requirements.”

Tanya Caruana, Business Process Manager

 

Challenges faced before implementation

Operating with multiple disparate systems, Aquatec saw the need for more efficiency and visibility over the company. Business challenges Aquatec faced:

  • Manual entry of data and duplication of work
  • Manual quoting to work order processes
  • Multiple, disparate systems
  • Manual inventory issues, and challenges with stock management and allocation
  • Challenging to analyse job costings
  • Lack of visibility of company deliverables in the warehouse.
  • Inventory tracking and allocation against sales orders were a manual process.
  • Lack of real-time data
  • Lack of easily visible data over entire business performance

Aquatec’s business requirements

Aquatec required a single platform to consolidate their multiple, disparate systems, and give them visibility over their entire business. From sales to finance, through to service delivery, they needed to see the areas of business that were costing and making them money. Business intelligence, financial transparency and inventory management were key business areas that needed to be evaluated as part of a new platform.

Aquatec’s key business requirements:

  • Remove manual quoting to work order processes and replace with automated workflows
  • Reduce double handling and the risk of errors in the quote to order process
  • Consolidate systems into one unified platform
  • Address manual inventory issues, stock allocation and ability to analyse job costings
  • Improve productivity in the warehouse via bin allocation, inventory tracking and allocation against sales orders
  • Implement a system that unifies Aquatec’s three entities for consolidated reporting, streamlined analysis and the ability to review financial data in real time
  • Significantly improve management of projects and get visibility of tasks, resourcing and transparency across the business departments
  • Address Aquatec’s multiple quote to supply against a single opportunity as part of the CRM management
  • Improve marketing campaign analysis and planning
  • Enable warranty and returns visibility through serial tracking, case management and quote to repair
  • Enable visibility on item usage, stock on hand, demand replenishment, and supplier orders, pricing and performance.

Why the move to NetSuite?

A detailed and thorough assessment of various ERP solutions lead to the selection of NetSuite. “It appeared easy to use, fairly intuitive and would provide the visibility that our  businessrequired. The fact that other reputable companies were using it added to our confidence” said Tanya Caruana, Aquatec’s Business Proces Manager.

The biggest draw card for Aquatec was the systems business transparency. NetSuite offers Aquatec a platform where every aspect of the business can be monitored and managed – it enables the leaders of the business to see areas performing well as well as those needing improvement.

Centralised data was necessary. The company originally operated a number of disparate systems, making it difficult to instantly see current customer information and transactions. With NetSuite, this became feasible.

“All information is centralised within Netsuite and the soft links make it easy to find the detail we are looking for from any starting point – this is key to our business as we can pull up customer history or inventory levels in no time. The system helped us eliminate duplication and we can easily all aspects of our data. We still use outlook calendars however the NetSuite activities allow us to plan sales trips, record information and not lose sight of viable opportunities very easily”.

Tanya Caruana, Business Process Manager

As the company have a large warehouse, inventory management was a key issue prior to implementing NetSuite. Since implementing, Aquatec has seen a significant improvement in their warehouse management.

Since implementing NetSuite, as the previous system was manual, everyone in the company saw a big difference. Tanya said: “Keeping track of inventory on hand value and being able to manage our stock minimum and maximums quantities has been an enormous benefit, NetSuite gave us visibility of our deliverables and traceability of our despatches” The company is also now reporting on DIFOT (Delivery In Full On Time), which helps them to improve processes and efficiencies for their customers.

Just over twelve months after implementing the system, Aquatec saw significant productivity improvements in the business. Aquatec is now focused on phase three implementation and seeing the company’s continuing growth.

For more information on Aquatec, click here.

Need a specialist’s free advice?

Feel free to call an expert in NetSuite + NextService today. Find out how cloud-based technology can unlock the operating potential of your wholesale distribution business.

Headland Machinery, achieving operational excellence.

Headland Machinery, achieving operational excellence.

Australian sheet metal machinery importer and distribution company Headland Machinery were looking for a service management software system that would ensure efficient field service management of  their remote workforce. Headland had tried and tested multiple service management systems, at one stage running three systems simultaneously in order to gain organisational efficiencies.

“We experienced a number of pain points such as the duplication work, additional administration functions, cost of systems management and IT support required, it was evident that the disparate systems and databases were not going to sustain our business as we were continuing to grow – and, finding a solution was priority.”

Richard Kloe, Headland’s Managing Director.

NetSuite, a game changer for operational efficiency.

Klugo supported Headland to deploy NetSuite, the world’s #1 cloud business management software, consolidating four separate systems. NetSuite’s combination of positive user experience in the single cloud-based business system was the solution that helped Headland achive a single view of their customers and real-time analytics & KPI reporting via dashboards.

They saw a huge reduction in administration costs due to elimination of duplicated data entry and automated workflows. Headland found that having one system eliminated multiple handling and data manipulation. As well, having a change in work practices such as invoicing in the field, rapidly sped up their process.

Initially Headland chose to deploy a third party service software and interfaced it with NetSuite, however, it found much of the same constraints previously experienced with disparate systems. Due to NetSuite’s open architecture, Headland with the help of Klugo decided to develop their own field service software system to provide the end-to-end solution and a 360-degree view of the customer.

With full control over customisation and working directly within the system to overcome issues of integration, management and maintenance – NextService was developed by Klugo.

 

NextService – The Next Step

The combined view of all sales, service, finance and marketing activity has been the key benefit of NetSuite’s adoption. Now, with NextService, Headland has the ability to effectively control and automate all service projects, end-to-end parts management, software and contract maintenance management and general reporting.

Since implementing NextService, Headland has seen improved customer satisfaction due to enhanced communication, including automated emails with job details, escalations and reporting.

“NextService has really helped us increase the  as they now have the ability to know where all resources are at any given time, we now have a complete visibility of our customers in real-time, enabling us to be better prepared and able to service customer requirements.”

Richard Kloe, Headland’s Managing Director.

NextService was the recipient of NetSuite’s YOUR SUITE award 2017 for best internal field service software development. “NextService delivers Headland’s scheduling of maintenance and repair work, project installations, breakdown support with increased speed and clarity, ultimately benefiting the customer with greater accuracy, faster response, and problem resolution,” Richard says. 

Furthermore, Headland saw a 98% reduction in lost stock and tools alongside the adherence to mandatory compliance requirements, with all paperwork eradicated.

 

Key Benefits of NextService:

  • One customer view with drag-and-drop scheduling capability
  • Mobile device integration
  • Automated service reports and invoicing
  • Parts ordering from the field
  • Improved administration productivity and efficiency
  • Improved customer communication and visibility
  • Ability to capture knowledge base from job records
  • Ability to report on in live time key performance indicators
  • Increased customer service capability due to improved data capture
  • No software installation, all upgrades are managed from the cloud 

Since implementing NetSuite and NextService they centralised all their software needs in a single solution, discarding old disparate systems and they have achieved a 100% reduction on paper usage. They have increased the utilisation and efficiency of their engineersexcellence with a real-time FSM platform that allows scheduling and dispatching with efficiency. They have increased operations with a platform that streamlines the process of installing, maintaing and repairing equipment in the field. 

For more information on Headland Machinery, click here.

Need a specialist’s free advice?

Feel free to call an expert in NetSuite + NextService today. Find out how cloud-based technology can unlock the operating potential of your wholesale distribution business.

Klugo Group announces Mark Culverson as new Chief Executive Officer, Annaliese Kloé stays on as founding Director

Klugo Group announces Mark Culverson as new Chief Executive Officer, Annaliese Kloé stays on as founding Director

Klugo Pty Ltd is delighted to announce the appointment of Mark Culverson as its new CEO, effective immediately.

Since April 2018, Mark has been instrumental to the growth and continual improvement of Klugo’s NetSuite sales practice, professional services and NetSuite development services offerings in his current role as General Manager.

Mark will take over from Annaliese Kloé, current CEO and Board Member, as the business starts its next chapter of growth and expansion.

New Horizons for Annaliese Kloé

The decision to step down as CEO of Klugo has primarily come about due to the rapid success and international growth and expansion of Klugo’s sister company, Next Technik. Next Technik is a NetSuite Product Development house and has pioneered the market with the leading Built for NetSuite Native Field Service solution, NextService.

Since 2014, NextService has gained international acclaim as the leading Field Service Management solution for NetSuite customers. In 2018 Next Technik proved its dedication to the North American NetSuite customer base by opening its US office in Dallas, Texas. Since operations commenced, Annaliese has successfully managed both Klugo and Next Technik in tandem. However as both businesses continue to excel, the need for “fearless focus” has become apparent.

Annaliese says:

“I am excited and proud to have built Klugo’s executive leadership team to a point where I, as CEO am confident to step back from the day to day management and concentrate on strategic direction as a member of the Board. Next Technik is earlier on in its business lifecycle and requires the focus to ensure growth and expansion in new international markets.”

A New Challenge for Mark Culverson

Announcing Mark’s appointment, Annaliese Kloé has said:

“It is an exciting time for both me and the board of Klugo as we have found an outstanding leader and motivator in Mark Culverson. Over the past twelve months, Mark has shown a resounding dedication to elevating Klugo to the next level and has been warmly welcomed by the team at Klugo. Mark has been chosen to fulfil this role and champion the business due to his wealth of experience in building high-performance teams in the software and technology industry, and his previous involvement in taking a number of high growth businesses to new levels of success.”

Over his 30 years in the software industry, Mark has contributed to some of Australia’s greatest technology success stories. A key member of the team in Attaché, one of Australia’s earliest and most successful accounting software businesses, through to 15 years with TechnologyOne, a now internationally renowned ERP solution, Mark has excelled in many critical areas across those businesses including sales leadership, customer success management and executive leadership.

Mark Culverson says:

“Since joining Klugo as the General Manager in 2018, I have been continually excited and impressed by the agile nature of the company, the strength and detailed knowledge of the team, and the Board’s drive and ambition to continue to grow. I am grateful to have had the opportunity to work with each member of the Klugo team, as their passion and dedication to improving our client’s businesses is a testament to the core values imparted by the business’s directors, Annaliese Kloé, Daniel Perry, Stephen Nankervis, Richard Kloé and Di Kloé.

He also says:

“Klugo, as one of just a few NetSuite Partners who has achieved consistent 5 Star status over many years has an immense opportunity to further contribute to the strengthening of the NetSuite product’s position in the Asia Pacific region as the cloud ERP of choice for small, medium and large businesses. No other product on the market offers the level of functional coverage and flexibility in development that NetSuite does. In 2019, we are starting to see from our customers that the choice to move to the “cloud” is becoming the “rule”, rather than the exception. Having been born in the cloud over 20 years ago, and one of the first true cloud vendors, NetSuite has cemented itself in the market as the leader, and with the backing of Oracle, it will be a lofty task for any other vendor to catch up.”

“Our future is very bright,” says Mark Culverson. We have an outstanding group of people who continue to dedicate themselves to Klugo’s vision of being “the leaders in leveraging the power of NetSuite”, and I am very grateful to be given the opportunity to lead that team. 

Media enquiries or interview requests can be forwarded to:

Michael Dean,
Marketing Manager
Klugo Group
[email protected]
+61 400 064 914

Need a specialist’s free advice?

If you are a growing online retailer, a distributor who is wanting to expand their sales distribution channel or a large retailer who is wanting more accurate and usable data, talk to one of our experts today.

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Klugo Wins 5 Star NetSuite Partner Award Four Years in a Row

Klugo Wins 5 Star NetSuite Partner Award Four Years in a Row

Tuesday 29 May 2018, Melbourne VIC Klugo Group have been recognised as a 5 Star NetSuite Partner across Australia and New Zealand for the fourth year in a row. Klugo has expertise in a number of vertical markets, specialising in Wholesale Distribution, Manufacturing, Retail and Maintenance Services. This is coupled with in-depth delivery knowledge, and a comprehensive understanding of customers as their needs evolve. Created in 2002, the prestigious 5 Star NetSuite Partner Award acknowledges the outstanding deployment and implementation of NetSuite solutions. This cloud channel partner program joins together hundreds of channel partners and their cloud opportunities with industry-leading margins and incentives to grow their businesses.

Annaliese Kloé, CEO, Klugo says “we are delighted to have won the NetSuite 5 Star Partner Award once again. This award is testament to our hard work, effort and support that we not only provide our customers with, but pride ourselves upon. It’s an honour to be recognised as best-in-class for four years in a row, and we look forward to growing with Oracle + NetSuite.”

About Klugo Group

Klugo Group is a 5 Star NetSuite Implementation Partner, with expertise in Functional Consulting, Implementation Services, Product Development and Managed Services. Klugo are leaders in leveraging the power of NetSuite in ANZ. NetSuite is one complete business management suite for your entire business, encompassing Financials, Customer Relationship Management, Marketing, Project, Procurement, Supply Chain, Warehouse Management, Manufacturing, Point of Sale and eCommerce. NetSuite Enterprise Resource Planning (ERP) runs the key-back-office processes and financial business operations in the cloud.

Klugo Group Announces Significant Expansion Plans in 2018

Klugo Group Announces Significant Expansion Plans in 2018

Melbourne, VIC – 22 May 2018 Klugo Group, the largest dedicated NetSuite partner in APAC, has announced significant expansion plans today, with customer success at the forefront of their aggressive growth strategy. Adding to their extensive portfolio of clients already including Bing Lee, Vertua Ltd and MiniFAB, Klugo has experienced major success in recent years and continues to be recognised as leading NetSuite technology experts in the APAC region. Having achieved substantial year on year growth and NetSuite 5 star partner status for the last four years in a row, 2018 sees Klugo boosting their strong team of 20+ NetSuite professional services experts with a focus on further increasing speed of delivery and ability to continue to provide customer service excellence.

“We’ve grown consistently throughout the past four years, and our company success is reflected in achieving NetSuite 5 star partner status for the fourth year consecutively. Our innovation, drive and dedication to our clients have been instrumental in our growth and success.

We’ve also enhanced the NetSuite offering with NextService, our field service management product which is now a major global player in the Field Service Management space,” Annaliese Kloé, CEO, Klugo.

Klugo’s key success milestones in recent years include:

  • Growing from a team of 12 to 45+ personnel across; software development, sales, marketing, implementation, consulting and support.
  • Expanding operations into Sydney and Adelaide offices to better service national customer base.
  • Internationalisation of our flagship Field Service Management module, NextService.
  • Appointment of Australian software industry expert Mark Culverson as Director of Sales and Marketing.

“2018 has seen an unprecedented amount of interest in both the NetSuite platform and Klugo. We are excited that our reputation for excellence and delivery customer success is resonating with the Australian business community,” says Annaliese.

About Klugo Group

Klugo Group is a 5 Star NetSuite Implementation Partner, with expertise in Functional Consulting, Implementation Services, Product Development and Managed Services. Klugo are leaders in leveraging the power of NetSuite in ANZ. NetSuite is one complete business management suite for your entire business, encompassing Financials, Customer Relationship Management, Marketing, Project, Procurement, Supply Chain, Warehouse Management, Manufacturing, Point of Sale and eCommerce. NetSuite Enterprise Resource Planning (ERP) runs the key-back-office processes and financial business operations in the cloud.