Xperience

Case Study: Hytek saves 40% time by automating data entry processing

Results:

“With the integration we were able to eliminate the double-entry of customer information, which helped us clean up our data and make it reliable. We have already identified that 8% of our active customers were not entered on our old CRM, so were never marketed to. Altogether we reduced the time-consuming administration processes, saving around 40% time for every new record we setup.”

Products Used:

Hytek has been supplying the world with fuel dispensing equipment for over 32 years. Starting out by offering a commercial fuel pump, they have grown and expanded their range to offer fuel dispensing & lubrication equipment. Suppliers to the trade, they pride themselves on competitive pricing, experience technical support & customer service.

Tim Holyomes, IT & Digital Manager at Hytek, has been with the company for 15 years. He started out as IT and product support and over the years moved to an IT and Digital Manager position, responsible for overseeing the day-to-day marketing operations as well as IT.

Tim has enjoyed his journey with the company, “I’ve enjoyed the journey and moving the company to be more digital focused. Recently we have started to leverage integrated systems and cloud technology to improve our agility and cut down on long winded and often outdated processes. “

Business system integration issues lead to missed opportunities

For many businesses disparate systems can create operational inefficiencies that is detrimental to the bottom line, damage the customer experience, and impede the company’s ability to reach its full potential. This is exactly where Hytek has found itself.

Tim explains, “From an IT and marketing point of view, the challenge was always data validation.  Having to re-key information into multiple systems led to data being out of date, incorrect and unreliable, as well as time consuming.  This had a huge effect on the ability of marketing to reliably target customers.”

“From the sales point of view, we didn’t have data on which quotes, or opportunities needed following up, we had limited visibility across the sales team on customers, which meant that we were always one step behind supporting our customers needs. “


Hytek breaks down silos for optimal customer experience & improved sales

Integrated business systems help to automate processes and store data in a single data repository, which means important information is accessible to your entire organisation.

Tim explained, “We have implemented Microsoft Dynamics 365, to replace our outdated CRM.  This has been synchronised with our Sage 200 accounting system, so orders, companies and prices are no longer maintained in multiple systems, allowing our staff to be more productive, while also automating business processes.”

“Moreover, with the integration we were able to eliminate the double-entry of customer information, which helped us clean up our data and make it reliable. We have already identified that 8% of our active customers were not entered on our old CRM, so were never marketed to. Altogether we reduced the time-consuming administration processes, saving around 40% time for every new record we setup.”

“Having the credit information and order history visible to the whole sales team has increased the visibility of data, regardless of where they are.  Staff out on the road no longer need to sit down and login, using VPN connections and remote desktop, to see the status of a customer, they can simply browse on their mobile phone. “

“We can now track our sales pipeline, which we couldn’t do before.  This allows the business to plan for future trends, see where we are missing sales because of price, or losing to competitors and allows us to adapt our business to be more competitive as a result. “

“Ultimately, the integration helps us achieve our organisational goal of becoming a reliable and recognised partner throughout the world, as we have already done in the UK.”

“There is so much more we are planning to integrate in the future, with linking our website to CRM being a priority at the moment. This would again reduce duplication and sync another siloed system into one streamlined package. “

Top tips for starting a business system integration project

Resistance to change and the investment required are just some of the reasons why many businesses put off system integration projects. Nonetheless, organisations who have been through the process, report many benefits including increased productivity and streamlined business processes.

Tim commented, “The biggest challenge we found was a lack of understanding of our own needs. Therefore, we have spent a lot of time working out what we wanted, how we wanted it and what the new processes could look to make us run smoother. Mapping out things like our process flows and the decisions we currently make really helped.”

“However, if you’re not sure what solution you need, ask an expert who can assist you.  We knew what we wanted but were unsure on what it would look like in practice. Xperience held our hand throughout the process and explained at each step a range of solutions to fulfil our needs. Change does not have to be scary or drastic, when you know what it will look like and how you can manage it, it can become part of day-to-day operations without disruption. “

Operating through the pandemic

Many essential businesses have remained open during the pandemic, but running a business during a pandemic has been challenging.

Tim explained, “Being a key service, a supplier of fuel control systems, we have stayed open.  We needed to maintain a manufacturing unit so staff that couldn’t work from home could work safely in the office. We did see a slowdown of business, but this has picked up to almost normal levels again. “

The benefits of working with Xperience

“We spoke to a number of partners before choosing Xperience. What made them stand out is their understanding of our needs and concerns to help shape the project and achieve what we wanted.  We were looking for a company to form a business relationship with, so we could both understand what needs we have. We could rely on their past experiences to help guide us along the path to streamlining our processes. “

In Xperience we found the perfect business partner, who offer much more than just completing a one-off project. “