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Connecting Teams In The North

"It's easy to use and keeps us up-to-date with job progress. Having the ability to keep track of job progress with photos, customer signatures and documents readily available for engineers has been essential to providing great customer service."
Emma Foley
Service Manager

 

Oracle Vision HQ is in Wakefield. They provide customers with high-end security systems, specialising in HD-CCTV, access control, intruder and fire detection. They specialise in commercial applications with attention to detail and dedication to customer service.

The Challenges

Until late 2006, the team at Oracle Vision were using just about every tool available to manage the business: Office, Excel, notepads, paper job sheets. Information was collected and distributed manually; nothing was connected.

"We found the need to bring customer management on to one platform. Nothing was connected, and it was becoming a bit clunky and old fashioned. We needed to be able to monitor, manage and report on each element of the processes we had in place to allow the company to grow." Says Emma Foley, Service Manager.

"After extensive research, we found Clik could offer that solution. Now, thirteen years later, we have nine Clik Service, six Clik Remote and eleven Clik Jobs licences."

"Clik Service is one of the first programs opened in the morning, and it has enabled us to run our business more efficiently, from sales to invoicing. It has played a big part in our drive towards a paperless environment with most of our processes now being electronic on Clik".

How Clik Helped

"It took some time to get the processes in place as they run today, and Clik has played a big part in how these have been managed. The capability of linking sales, jobs and invoicing together allowed us to view each step of the process effectively without the need for excessive paperwork" she says.

"It was quite straightforward to get up and running, and we provided training to get employees on board. This worked well, and we now train all new employees on the system. Everyone feeds into the software, and any issues get referred to the Clik support team. Like any software, it is only as good as the information you put in, but everyone has got on pretty well with it since implementation".

"Clik Jobs works great for us in terms of connecting the team out in the field to the office. It allows us to update our customers much quicker. It's easy to use and keeps us up-to-date with job progress. Having the ability to keep track of job progress with photos, customer signatures and documents readily available for engineers has been essential to providing great customer service" Emma says.

"The reporting tools are used more than ever to review performance. We have seen considerable increases in productivity, cost savings, and it is perfect for connecting the office to the field. We have greater job visibility, and tracking and communication is much more effective" says Emma.

The Future

"It's been excellent to see Clik Service integrate with Xero, which is our preferred accounting software. We can see there are regular updates and fixes happening behind the scenes at Clik".

"Clik always come across as young, eager and very much enjoy what they do. We have met members of the team and found in-house support to be great and the same when it comes to remote support. We browse the website, we enjoy reading the blogs, newsletters and have used the how-to guides and tutorials. Our account manager, Ed, is there when we need him. Clik plays an important role within our company, we always have our eye on the ball in terms of new software, but nothing has proven as comprehensive. The team at Clik have shown that they listen to their customers. We will keep sending over our wish lists in the hope that their Jedi's can keep improving the service".