The Client
Mec-Serv Ltd is a market leader in underfloor heating, screeding and acoustic solutions, offering design, supply and installation services. They offer a full design supply and installation service with fantastic and swift installation.
Project Overview
Merc-Serv operates UK-wide and at any one time, it has multiple project teams working at different sites. Business challenges include:
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Project information held in multiple systems causing miscommunication and delays.
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No centralised CRM system leading to inefficiencies and data duplication.
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Engineering resource planning, scheduling and project documentation reliant upon time intensive manual processing.
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No out of office access to systems.
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No management visibility for job progress, completion and billing.
Merc-Serv needed a software system to manage the sales and order cycle from client on-boarding to project sign-off. Multiple existing applications needed to be consolidated to one secure, reliable, easy to use system, accessible at any time, from anywhere and backed up daily for improved Business Continuity.
Summary
We provided an easy to use web-based CRM which was linked with a mobile app for both Android and iOS. Mec-Serv moved its whole operational process onto the new Customer Relationship Management (CRM) system.
The field engineers were provided with the mobile application so that they get notifications of their assigned jobs and can see the job details and all related files. The job details and progress can be updated from their mobile and the backend team at head office are notified in real time of progress. The system has made information sharing fast, secure and reliable. Many hours of operational process time which was used to find the information, print documents and send to the team have been saved, making the company more efficient and proactive on their service delivery.
Testimonial
“Not only did they listen to my specific requirements about our IT needs, they also solved some long outstanding issues and enabled our remote workers / field staff to access our systems in a live environment. Because of Impact’s involvement, we have now seen an increase in efficiency which has allowed us to deliver to our customers what they need.”
Matt Pullen, Managing Director
