Isys Group Improves Customer Service and Efficiency with NetSuite


Isys Group

Company

Isys Group

Location

Swindon, United Kingdom

Industry

Software, Hardware, Support

Applications Replaced

Sage Line 50


"NetSuite's full integration across accounting, sales and customer support gives us a single solution that translates into better efficiency, communications and more effectively serving our customers." Isys Group

Customer Success

  • NetSuite provides an integrated financials, CRM and inventory management platform that's improved coordination and efficiency for the supplier of software and hardware solutions for time, attendance and access control.
  • Isys Group has increased revenue 72% since NetSuite went live in 2009 while increasing its customer base to more than 650 across the U.K. and several other nations.
  • Management has real-time business data at its fingertips for better decisions, compared to monthly reports in the past.
  • Support department has a single, consolidated record of all customer interactions to streamline case management and deliver superior service.
  • Accounting functions can be managed by 1.5 full-time employees, compared to four or five staff before NetSuite was deployed.
  • Isys Group has reduced monthly financial close time from two to three weeks to about two days with NetSuite.
  • With electronic invoicing over email through NetSuite, Isys Group has reduced postage costs by about £300 per month while reducing administrative burdens.
  • Automated billing seamlessly handles both subscription contracts and ad hoc purchases.
  • NetSuite inventory management gives Isys Group better visibility and control over more than 400 SKUs including terminals, access cards, CCTVs, intercoms and other devices.
  • Isys Group leverages multi-currency conversion capabilities to transact with suppliers in the Euro and U.S. dollar.
  • Purchasing of hardware from up to 60 suppliers is managed efficiently with NetSuite purchases orders, delivering a complete transactional record.
  • Mobile access through the cloud enables executives and sales personnel to stay plugged in to the business from anywhere.

Challenges

  • Sage Line 50 accounting application lacked inventory management functionality, forcing reliance on imprecise manual processes.
  • Absence of a CRM system resulted in poor visibility into support case status, call volumes, response times and other metrics.
  • Management had limited visibility and outdated reports on the state of the business.

Solution

  • NetSuite delivers the vital financials, CRM, case management and inventory control Isys Group wanted in an integrated solution.
  • Cloud-based architecture promotes remote access to key data while avoiding the cost and complexity of in-house systems.
  • CRM and case management functionality is ideal in enabling Isys Group to deliver high service levels that drive customer loyalty.

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