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. From 2004 – 2007, 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,” Headland’s Managing Director, Richard Kloe said. “By 2009, it was evident that the disparate systems and databases were not going to sustain our business as we were continuing to grow – and by this stage, finding a solution was priority.”

Then Came NetSuite…

Cloud-based system NetSuite, the world’s #1 cloud business management software suite is Australia’s fastest growing top 10 financial management solutions, and continues to develop. Consolidating the four separate systems Headland had, NetSuite’s combination of positive user experience in the single cloud-based business system was the solution they were looking for. 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 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.

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. Released after six months of internal development, training and implementation, NextService has notably been the 2013 recipient of NetSuite’s YOUR SUITE award 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. 

 

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

For more information on NextService  call 1300 766 011   

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