Case Study - Europlus Direct

Europlus Direct optimises efficiency and improves customer responsiveness with Microsoft Dynamics NAV

International IT Support Company increases visibility and improves customer service through the fast deployment of ERP solution from The NAV People

The Europlus Direct Story

As specialists in supplying Lenovo and IBM IT support, software services and maintenance contracts since 2004, Europlus Direct understand the importance of IT systems to a business. Their commitment to protecting and supporting a customer’s hardware and software assets is at the very heart of their customer service ethos.

In addition to being certified Lenovo specialists, Europlus Direct are also a market-leading outsourced sales and marketing operation for IBM Global Services, supplying IBM Maintenance Options and ServiceSuite to IBM business partners, distributors and end-users across the globe.

The company operates in more than 120 countries, with its head office situated in the UK and with additional offices in Australia and America. They employ over 40 multilingual staff from 11 different countries, making their operation truly international.

Serving both domestic and international clients since 2004, Europlus Direct have built strong relationships with more than 300 Distributors and 700 Business Partners. This number continues to grow as their company expands to cover even more countries.

 

Business Requirement

The company was in the process of launching a new sales system and wanted to seamlessly integrate their existing enterprise resource planning solution, Microsoft Dynamics NAV. Europlus Direct had been working with another provider to develop the functionality needed however there had been some issues and the project had stalled.

This had caused concerns and had even cast a shadow over whether Dynamics NAV was the right solution going forward. A fresh direction was needed!

...[they] understood what we required from a solution and detailed the options available and the costs.

 

The Solution

Newly appointed IT Director, Rob Goodair saw an opportunity to conduct a thorough review of the existing system in comparison to other market leading solutions.  An industry peer had recommended speaking with The NAV People and following an initial conversation Rob decided to retain Microsoft Dynamics NAV and transfer to The NAV People.

Rob explains: 'The project had stalled and we needed a fresh pair of eyes. From the initial conversation with The NAV People it was clear they understood what we required from a solution and detailed the options available and the costs. Finally we had the information and direction we needed, even the aggressive 6-week schedule didn’t faze them.'

 

Turning things around The NAV People way!

With just 6 weeks until the new sales solution was to be launched there was no time to waste! TNP despatched 2 consultants to join the Europlus team and conduct a thorough review of their existing Dynamics NAV solution, identifying the development work needed to ensure integration with the new sales solution.

Rob comments: 'I was presented with a project plan that specified what development work was needed and the functionality we could expect within 6 weeks. The approach was straightforward and transparent; we knew exactly what needed to be done and how much it would cost, we felt we could move forward with confidence.'

The NAV People set to work straight-away adapting Dynamics NAV to the needs of the business and working alongside the Europlus team to enhance their knowledge of the solution and its wide ranging functionality.

The NAV People agreed a timeline and immediately set about delivering.

The project went live as planned and Europlus have been able to achieve their objective of a unified set up across business critical applications throughout the company.

Rob comments: 'The NAV People agreed a timeline and immediately set about delivering. The project went live on 1st June, exactly 6 weeks from the start date, which was staggeringly quick and is an accomplishment that we once believed was unrealistic.'

...the sales teams have complete visibility of customer orders and service agreements, which has improved customer interactions and efficiency within the sales department.

Increased visibility that spans geography

With 45 employees based across 3 offices in 3 different continents, the Europlus team service the needs of customers within their region. However some of their larger multi-national customers have employees that travel across continents and any warranty issues would be routed to the nearest regional office to deal with. Previously this would cause additional workload in manually entering data in disparate systems.

Today, with Dynamics NAV integrated with the sales solution, information is shared quickly and accurately, enabling finance to invoice the customer in one currency regardless of the region that serviced the customer’s needs.

Rob explains: 'Some of our larger customers will have more than 200 warranties with us that previously we would need to enter into one system and then re-enter into another system. It was a laborious time consuming task that The NAV People have helped us to automate.'

 

Business Benefits

Increased efficiency: The system has only been live a short time however Europlus are already seeing the potential to increase automation throughout the business. Whereas previously, systems worked in silos, requiring warranty entries to be posted twice. Today there is no longer duplication in effort enabling the company to focus employees on higher value tasks.

Improved customer responsiveness: The optimised Dynamics NAV solution has enabled Europlus Direct to develop a customer portal which when launched will deliver 24x7 account access to customers. The portal will allow customers to manage orders, renewal requests and complete transactions online at a time convenient to them. The backend processes will be supported by Dynamics NAV and will integrate with their in-house sales systems, their e-commerce gateway and Spindle, the NAV plugin for document production and delivery.

Enhancing the customer experience: Now the systems are no longer siloed, the sales teams have complete visibility of customer orders and service agreements, which has improved customer interactions and efficiency within the sales department.

Rob concludes: ‘As a business we are constantly looking at how we can continue to evolve and improve our processes. If you stand still you are effectively moving backwards. The NAV People have provided us with a solution that can scale with our growth and integrate with our existing systems, achieving a unified set up across the business. The NAV People have shown us the possibilities.'

The NAV People have provided us with a solution that can scale with our growth & integrate with our existing systems, achieving a unified set up across the business.

Read more