Ecolab ensures their customer-first policy with NetSuite and NextService

Ecolab ensures their customer-first policy with NetSuite and NextService

Ecolab Australia, formerly Gallay Medical and Scientific, supplies medical and scientific equipment throughout Australia and New Zealand from a head office in Melbourne and satellite offices in Sydney and Brisbane. With a team of over 40 field engineers, they provide an array of field services ranging from project management to repairs and maintenance for healthcare facilities.

Ecolab, a leading supplier of both laboratory and medical equipment with over 2,000 customers, operated using several systems to manage their business, resulting in a significant amount of double handling and duplicated data entry, along with delays in the processing of data and information.

“Our systems were quite manual and we had no service management capability beyond spreadsheets and manual processes. The decision to go with NetSuite and NextService was easy. We would have one system that gave us visibility over our entire business.”

Chris Vat, Operations Manager


Challenges faced before implementation

Ecolab implemented NetSuite and NextService in order to meet the following objectives:

  • Digitise paper-based processes
  • Reduce double handling and associated risks
  • Improve the recording of and access to historical information on machines and their services
  • Capture and process data in real-time
  • Report on the financial costs and profitability of projects and services undertaken by the company.


Business Outcomes

One of the core company values of Ecolab is quality and a “customer-first focus”. While trying to connect a number of disparate systems, this approach became secondary; time and resources were prioritised to ensure the business ran smoothly.

One of Ecolab’s main business requirements was a field service management solution. NextService, being in-built with NetSuite instead of having multiple disparate systems, was a key factor in Ecolab’s decision-making process. Ecolab Operations Manager Chris Vat explains that with the implementation of NextService, systems were streamlined with vast improvements focusing in customer care.

“The biggest drawcard for us was their Field Service Management solution built inside the NetSuite platform, giving the business a 360-degree view of our customers across the entire business. With NetSuite and NextService, we not only have visibility over our entire business but has also allowed us to schedule our technicians with more efficiency.”

Chris Vat, Operations Manager

Since implementing NetSuite and NextService they have achieved a 100% reduction on paper usage and managed to centralise all their software needs in a single solution, completely stoping working with disparate systems. They have attained customer-service excellence with a real-time CRM that allows every stakeholder to service their customers with efficiency and have increased operations with a platform that streamlines the process from lead to cash. 

For more information on Ecolab, click here.

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Feel free to call an expert in NetSuite + NextService today. Find out how cloud-based technology can unlock the operating potential of your wholesale distribution business.

Aquatec Australia improved business efficiency with NetSuite

Aquatec Australia improved business efficiency with NetSuite

Aquatec has had 30 years’ experience providing water and wastewater solutions to local government and commercial enterprises through the Australasian region. With plans to expand the business and improve on efficiencies, Aquatec required an internal system that would grow with their business.

“When we were searching for a system, we found that NetSuite was the only system that was fully integrated, cloud-based and didn’t need to be fully customised from the beginning. It’s out of the box capability met most of our needs and the additional modules and customisations would cover the rest of our unique requirements.”

Tanya Caruana, Business Process Manager


Challenges faced before implementation

Operating with multiple disparate systems, Aquatec saw the need for more efficiency and visibility over the company. Business challenges Aquatec faced:

  • Manual entry of data and duplication of work
  • Manual quoting to work order processes
  • Multiple, disparate systems
  • Manual inventory issues, and challenges with stock management and allocation
  • Challenging to analyse job costings
  • Lack of visibility of company deliverables in the warehouse.
  • Inventory tracking and allocation against sales orders were a manual process.
  • Lack of real-time data
  • Lack of easily visible data over entire business performance

Aquatec’s business requirements

Aquatec required a single platform to consolidate their multiple, disparate systems, and give them visibility over their entire business. From sales to finance, through to service delivery, they needed to see the areas of business that were costing and making them money. Business intelligence, financial transparency and inventory management were key business areas that needed to be evaluated as part of a new platform.

Aquatec’s key business requirements:

  • Remove manual quoting to work order processes and replace with automated workflows
  • Reduce double handling and the risk of errors in the quote to order process
  • Consolidate systems into one unified platform
  • Address manual inventory issues, stock allocation and ability to analyse job costings
  • Improve productivity in the warehouse via bin allocation, inventory tracking and allocation against sales orders
  • Implement a system that unifies Aquatec’s three entities for consolidated reporting, streamlined analysis and the ability to review financial data in real time
  • Significantly improve management of projects and get visibility of tasks, resourcing and transparency across the business departments
  • Address Aquatec’s multiple quote to supply against a single opportunity as part of the CRM management
  • Improve marketing campaign analysis and planning
  • Enable warranty and returns visibility through serial tracking, case management and quote to repair
  • Enable visibility on item usage, stock on hand, demand replenishment, and supplier orders, pricing and performance.

Why the move to NetSuite?

A detailed and thorough assessment of various ERP solutions lead to the selection of NetSuite. “It appeared easy to use, fairly intuitive and would provide the visibility that our  businessrequired. The fact that other reputable companies were using it added to our confidence” said Tanya Caruana, Aquatec’s Business Proces Manager.

The biggest draw card for Aquatec was the systems business transparency. NetSuite offers Aquatec a platform where every aspect of the business can be monitored and managed – it enables the leaders of the business to see areas performing well as well as those needing improvement.

Centralised data was necessary. The company originally operated a number of disparate systems, making it difficult to instantly see current customer information and transactions. With NetSuite, this became feasible.

“All information is centralised within Netsuite and the soft links make it easy to find the detail we are looking for from any starting point – this is key to our business as we can pull up customer history or inventory levels in no time. The system helped us eliminate duplication and we can easily all aspects of our data. We still use outlook calendars however the NetSuite activities allow us to plan sales trips, record information and not lose sight of viable opportunities very easily”.

Tanya Caruana, Business Process Manager

As the company have a large warehouse, inventory management was a key issue prior to implementing NetSuite. Since implementing, Aquatec has seen a significant improvement in their warehouse management.

Since implementing NetSuite, as the previous system was manual, everyone in the company saw a big difference. Tanya said: “Keeping track of inventory on hand value and being able to manage our stock minimum and maximums quantities has been an enormous benefit, NetSuite gave us visibility of our deliverables and traceability of our despatches” The company is also now reporting on DIFOT (Delivery In Full On Time), which helps them to improve processes and efficiencies for their customers.

Just over twelve months after implementing the system, Aquatec saw significant productivity improvements in the business. Aquatec is now focused on phase three implementation and seeing the company’s continuing growth.

For more information on Aquatec, click here.

Need a specialist’s free advice?

Feel free to call an expert in NetSuite + NextService today. Find out how cloud-based technology can unlock the operating potential of your wholesale distribution business.

Headland Machinery, achieving operational excellence.

Headland Machinery, achieving operational excellence.

Australian sheet metal machinery importer and distribution company Headland Machinery were looking for a service management software system that would ensure efficient field service management of  their remote workforce. Headland had tried and tested multiple service management systems, at one stage running three systems simultaneously in order to gain organisational efficiencies.

“We experienced a number of pain points such as the duplication work, additional administration functions, cost of systems management and IT support required, it was evident that the disparate systems and databases were not going to sustain our business as we were continuing to grow – and, finding a solution was priority.”

Richard Kloe, Headland’s Managing Director.

NetSuite, a game changer for operational efficiency.

Klugo supported Headland to deploy NetSuite, the world’s #1 cloud business management software, consolidating four separate systems. NetSuite’s combination of positive user experience in the single cloud-based business system was the solution that helped Headland achive a single view of their customers and real-time analytics & KPI reporting via dashboards.

They saw a huge reduction in administration costs due to elimination of duplicated data entry and automated workflows. Headland found that having one system eliminated multiple handling and data manipulation. As well, having a change in work practices such as invoicing in the field, rapidly sped up their process.

Initially Headland chose to deploy a third party service software and interfaced it with NetSuite, however, it found much of the same constraints previously experienced with disparate systems. Due to NetSuite’s open architecture, Headland with the help of Klugo decided to develop their own field service software system to provide the end-to-end solution and a 360-degree view of the customer.

With full control over customisation and working directly within the system to overcome issues of integration, management and maintenance – NextService was developed by Klugo.


NextService – The Next Step

The combined view of all sales, service, finance and marketing activity has been the key benefit of NetSuite’s adoption. Now, with NextService, Headland has the ability to effectively control and automate all service projects, end-to-end parts management, software and contract maintenance management and general reporting.

Since implementing NextService, Headland has seen improved customer satisfaction due to enhanced communication, including automated emails with job details, escalations and reporting.

“NextService has really helped us increase the  as they now have the ability to know where all resources are at any given time, we now have a complete visibility of our customers in real-time, enabling us to be better prepared and able to service customer requirements.”

Richard Kloe, Headland’s Managing Director.

NextService was the recipient of NetSuite’s YOUR SUITE award 2017 for best internal field service software development. “NextService delivers Headland’s scheduling of maintenance and repair work, project installations, breakdown support with increased speed and clarity, ultimately benefiting the customer with greater accuracy, faster response, and problem resolution,” Richard says. 

Furthermore, Headland saw a 98% reduction in lost stock and tools alongside the adherence to mandatory compliance requirements, with all paperwork eradicated.


Key Benefits of NextService:

  • One customer view with drag-and-drop scheduling capability
  • Mobile device integration
  • Automated service reports and invoicing
  • Parts ordering from the field
  • Improved administration productivity and efficiency
  • Improved customer communication and visibility
  • Ability to capture knowledge base from job records
  • Ability to report on in live time key performance indicators
  • Increased customer service capability due to improved data capture
  • No software installation, all upgrades are managed from the cloud 

Since implementing NetSuite and NextService they centralised all their software needs in a single solution, discarding old disparate systems and they have achieved a 100% reduction on paper usage. They have increased the utilisation and efficiency of their engineersexcellence with a real-time FSM platform that allows scheduling and dispatching with efficiency. They have increased operations with a platform that streamlines the process of installing, maintaing and repairing equipment in the field. 

For more information on Headland Machinery, click here.

Need a specialist’s free advice?

Feel free to call an expert in NetSuite + NextService today. Find out how cloud-based technology can unlock the operating potential of your wholesale distribution business.

Klugo Group Signs Exclusive NetSuite Implementation Deal With Bing Lee

Klugo Group Signs Exclusive NetSuite Implementation Deal With Bing Lee

Klugo Group, the largest 100% NetSuite Solution Provider in APAC, announced that it has signed an exclusive NetSuite implementation contract with Bing Lee Electrics, one of the largest privately-held electrical retailers in New South Wales. Family-owned and operated, Bing Lee has 39 stores across NSW and ACT, helping customers with their Electrical and Appliances needs since 1957. “The decision to move to NetSuite was necessary to support our vision to modernise and streamline our operations” explains Phil Moujaes, General Manager. A 5 Star NetSuite Solution Provider and key implementation partner of another member of the Narta Group, Klugo was introduced to Bing Lee to assist in delivering an industry specific solution providing the operational intelligence and flexibility required to accelerate Bing Lee’s growth as a leading Appliances and Consumer Electronics Retailer in Australia.

“Klugo were able to demonstrate their level of industry knowledge and assist us in formalising a systems modernisation strategy of which the customer experience is central. NetSuite will allow us to be more nimble in a perpetually changing market,” says Nigel Price, Head of E-Commerce.

“NetSuite provides companies like Bing Lee with a pivotal omni-channel platform for flexibility and scalability, which is vital in the modern world,” explains Tania Large, Business Consultant and Retail Specialist at Klugo Group.

Annaliese Kloe, CEO of Klugo Group says “we are thrilled at the prospect of building a long-term partnership with Bing Lee, an iconic Australian family business. We fully support the broader modernisation project; this exciting partnership is ultimately about delivering a platform to assist Bing Lee in moving forward.”

With business modernisation at the forefront of the business, Bing Lee’s investment in a cloud-based ERP system introduces game-changing innovations to drive business and maximise potential for the business and its customers. About Klugo Group and NetSuite Klugo Group is a leading 5 Star NetSuite Solution Provider operating in ANZ. Klugo comprehensively manages Implementation, Managed Services and Business Process Outsourcing (BPO) across; Retail, Wholesale Distribution, Manufacturing and Field Service industries. NetSuite is one complete business management suite for your entire business, encompassing Financials, Customer Relationship Management, Marketing, Project, Procurement, Supply Chain, Warehouse Management, Manufacturing, Point of Sale and eCommerce. NetSuite Enterprise Resource Planning (ERP) runs the key-back-office processes and financial business operations in the cloud. Give us a call on 1300 766 011 to speak with our experts about your NetSuite implementation.

Hear from One of our Customers, Headland Machinery & See the Latest NextService Features

Hear from One of our Customers, Headland Machinery & See the Latest NextService Features


Join our NextService Webinar on July 12 to hear how our Built for NetSuite field service product NextService, has transformed  Headland Machinery’s business efficiency and see a live demonstration of the latest release of NextService.

Hear from Richard Kloé, Director of Headland Machinery and Julian Turner, Service Manager at Headland Machinery as they discuss the pitfalls of working with multiple systems, how implementing NextService has changed the way field service is managed and the positive financial impact an end-to-end system had on the business. Klugo’s experienced Solution Consultant Will Goodbourn, will demonstrate the latest release of NextService which was recently showcased at SuiteWorld in San Jose. NextService will effectively manage your field service team, take the benefits of NetSuite from the office to the field, learn how NextService can enhance the customer experience and increase productivity for your business. What you will see in this webinar

  • Customer Snapshot of before and after NextService from Headland Machinery

  • NextService Product demonstration

    • See how to schedule Technicians with ease through the drop and drag scheduler to efficiently schedule jobs and visually see the status of any job and Technician at any time!

    • In field mobile application used by Technicians globally that works online and offline to capture all site/asset information, complete work reports, capture images, obtain customer signature, and even invoice/send completed reports from from the field – saving travel time between office and service sites.

    • See how easy it is to connect your back office with the field to create jobs, update job details, manage inventory and measure full job and service line profitability.

    • Plus more!

  • Special promotion for rapid deployment – Install the NextService bundle and go live in 2 weeks!

Webinar Details Date: Tuesday, July 12 2016 Time:

  • 1pm PDT

  • 4pm EDT

Meeting Details: Webex Details will be provided after registration.

To register for the webinar, click here.


New Website Enables Hygrade Laser Profiling to Streamline their Processes

New Website Enables Hygrade Laser Profiling to Streamline their Processes


Hygrade Laser Profiling have been in business for over 25 years and are laser cutting specialists in Sydney. They pride themselves on producing quality manufactured products with great service to meet the needs of their local clients. Their quality service extends to not only the customer experience in store but online as well.

Michael White, Managing Director of Hygrade Laser Profiling, decided that their website needed a makeover, to improve user experience and highlight their new services and capabilities. “Our business is moving in a new direction, and we needed our website to reflect our new service offering and machine capability,” Michael says. “The old website was outdated and lacked information for our new and existing clients, plus it increased our admin work. “Now, our new website not only offers information about our brass and copper capability, it also gives people an opportunity to request a quote which has helped to reduce our admin.” he says. After upgrading their website to the latest WordPress platform, IndustryMarké designed a modern website that’s user-friendly. Customers can request a quote online, which means Hygrade can forecast accurate lead times for projects and provide costs before project. We hope to automate this through to our machinery in the future. Michael White already has his sights set on phase two of the website which will enable greater efficiency for his business as well as his customers. “Phase two of our website will include a portal where customers can get a quote,  place orders, update their details and more. “Being able to automate these processes will save us a huge amount of time. “Instead of being caught up on endless amounts of paperwork, we can focus on providing our customers with quality products and growing our business,” Michael says. For more information on Hygrade Laser Profiling, visit their website here.