Client profile

Comms-care is the UK’s leading strategic, channel-only, IT solutions and services provider. As such they are committed to helping their partners and customers thrive and grow. A seamless extension to their team, they make it their mission to reduce complexity and work in partnership with their customers towards a common goal, developing quality technology solutions which add real value to their customer relationships.

The challenge

Due to rapid expansion, Comms-care had a multitude of different systems across their business, these were readily adopted quickly and freely to enable the business to address their day to day issues. None of these independent systems were integrated into a ‘whole business’ process which, in turn, caused a great deal of wasted time and rework.

The Company’s greatest ‘pain point’ however was the amount of man days required to produce reports for customers, internal sales figures and reports for senior management. These elongated processes resulted in Comms-care never being able to report ‘live’ information. SDP allows Comms-care to easily report on the day to day business KPI’s and customer reports quickly and easily due to incorporating all of the data in one place.

This allows all of the departments to have live figure and up to the minute dashboards. Giving Comms-care BI team more time to strategically evaluate the data and work out trends to take Comms-care forward rather than wasting time recreating reports each month.

The challenge

Due to rapid expansion, Comms-care had a multitude of different systems across their business, these were readily adopted quickly and freely to enable the business to address their day to day issues. None of these independent systems were integrated into a ‘whole business’ process which, in turn, caused a great deal of wasted time and rework.

The Company’s greatest ‘pain point’ however was the amount of man days required to produce reports for customers, internal sales figures and reports for senior management. These elongated processes resulted in Comms-care never being able to report ‘live’ information. SDP allows Comms-care to easily report on the day to day business KPI’s and customer reports quickly and easily due to incorporating all of the data in one place.

This allows all of the departments to have live figure and up to the minute dashboards. Giving Comms-care BI team more time to strategically evaluate the data and work out trends to take Comms-care forward rather than wasting time recreating reports each month.

The solution

Due to Comms-care’s immediate and complex needs, it was essential that the whole team, from the help desk to senior management, was consulted to fully understand their current processes and, more importantly, their future ‘vision’ of how they required a system to work for them in the future and cope easily with their continued growth model. Basing themselves at the client’s premises, Clockwork undertook an initial brainstorming session that then formed the basis of scoping and detailed specification meetings with each department. Ensuring that we ensured that each team was involved in the process, we then had the opportunity to contribute to the discussions on what was practically needed by acting as a ‘devil’s advocate’.  It was only then that we could plan the development that was required for a successful implementation.

The key changes to the back-office process centered around the production of a sales contract quoting module. In addressing the sales team specifically, we built a comprehensive quoting tool that incorporated a comprehensive pricing algorithm for Comms-care’s contract quote that required minimal input from the sales staff. This, in turn, provided a standard quote ‘proposal’ that then provided a comprehensive, consistent, Corporate approach. Once accepted, this proposal could then be automatically converted into a contract for the client to sign and return easily. This not only saved individual sales managers hours in research and preparation, but provided the Company with a consistent pricing model that encompassed key features quickly and easily. Comms-care’s figures show that contract turnaround time is now 5 days, which, compared to their old figure of 15 days is a reduction of 66% with no increase in staffing levels.

Once the contract was agreed, the attached information was then readily available to be viewed by other departments as to which equipment is on contract, the SLA levels that the company was then duty bound to provide together with detailed equipment information.

In the field, we empowered Comms-care’s engineers with a mobile application, linked directly to the back office system, that now allows them to make instant updates to calls/visits by knowing exactly what is to be done, equipment to be used and more importantly where the equipment is, be that in their van or at a pick up location in the region they operate.

The final piece in the jigsaw was to provide full, bespoke, ‘workshop module’ that allows Comms-care to keep a detailed inventory of all new parts and refurbished parts together with a full ‘bench repair’ module that allows Comms-care to better utilize equipment and reduce expenditure that traditionally ran at a high turnover.

This latter point, together with full integration into their Sage accounting package resulted in Comms-care finally achieving an end-to end ‘whole system’ that they could then rely upon to run the business and provide Comms-care with the ‘live’ information that they so desperately needed.

  • We have built a great relationship with the team at Clockwork IT. We very much view them as a partner rather than a supplier. Comms-care can only continue its impressive growth and achieve its future targets with a reliable, flexible and focused software partner. Clockwork continue to prove themselves and match to our requirements month after month, year after year.
    Mark Forster, Managing Director
  • Clockwork have enabled Comms care to strategically analyse our data instantly. This has allowed us to report to our customers in a much quicker, easier fashion and proactively analyse trends and potential shortfalls which we can resolve before they become an issue.
    Amy Sandison, National Account Manager

Ongoing benefits

As new departments are created, due entirely to innovations in their industry sector, we have approached this with the methodology that  addressed the initial issues. The system architecture that was built was designed to be ‘future proof’ and this has ensured that these new departments and their processes can be quickly and seamlessly  ;eased in; to the overall system.

Key to Comms-care is the relationship with Clockwork and, to this end, a weekly on-site visit by the account manager ensures that we can respond quickly to any changes or further developments that manifest themselves in this rapidly changing industry. Couple this with a first class support mechanism during customer determined hours results in a perfect partnership

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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