Client profile

BDR Group are a well established Communications company based in Stratford upon Avon and is one of the UK’s leading Unified Communications Specialists delivering a truly integrated communications solutions, offering customers one point of contact for all their communication requirements – Telephony, VOIP, LAN / WAN, fixed voice and data, mobiles, hosted solutions and maintenance services.  Many of the UK’s most prominent and respected organisations rely on BDR to support all their communications needs ranging from SMEs and charities through to the public sector.

The challenge

After a comprehensive business process review, BDR’s Senior Management team recognized the need to tighten control over the Support staff, the Installations team and all other ‘moves and changes’ within their Contract and non-Contract client base.

The process

With the ultimate aim being to create an optimum paperless process and environment, BDR embraced the full workflow of Support Desk Pro from Quote to Order to Installation to Invoice which included paperless sign-off together with updates from field based Engineers via a smartphone app.

By having a dedicated and disciplined Project Manager within the business and a structured and staged approach to the implementation, BDR have achieved their goal of a truly paperless system.

The challenge

After a comprehensive business process review, BDR’s Senior Management team recognized the need to tighten control over the Support staff, the Installations team and all other ‘moves and changes’ within their Contract and non-Contract client base.

The process

With the ultimate aim being to create an optimum paperless process and environment, BDR embraced the full workflow of Support Desk Pro from Quote to Order to Installation to Invoice which included paperless sign-off together with updates from field based Engineers via a smartphone app.

By having a dedicated and disciplined Project Manager within the business and a structured and staged approach to the implementation, BDR have achieved their goal of a truly paperless system.

  • Whilst the process implemenation took us 2 years from initial implementation of the system, the benefits completely outweigh the costs and effort required
    Julian Burkill, Group Operations Manager

Ongoing benefits

Support Desk Pro now key to BDR’s operation providing the ability to record any initial contact from a prospective customer and the provision of a bespoke quotation through to the seamless conversion of any quote into an installation record. From there, the system provides a complete end to end tracking mechanism of all new installations (plus reactive and scheduled maintenance) including traceability of ownership.

Further development of the system has also allowed BDR to dramatically expand its operation without the need to increase staffing numbers as once they might. By fully utilising the feature rich system, BDR are enjoying the benefits of remote access management for their client base, serial number tracking of all Contract based equipment and production of accurate costing information ensuring that each job is profitable.

COVID-19 update

Since the arrival of the global pandemic, Clockwork IT customers have been able to continue their field-based work, safe in the knowledge that:

Field based operatives do not have to attend the office to collect paperwork

Field based operatives can remain 2 metres apart from clients but have full knowledge of the job requirements

Field based operatives can take photos of job completion documents if clients do not want to ‘sign’ on the tablet/smartphone

Back office staff have been able to log into the system from home ensuring business continuity

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