QMS Software wins CRM deal with UK engineering firm

7 Dec 2010

Automation engineering company Hima-Sella has deployed Ulysses 7i customer relationship management (CRM) software from QMS Software in a move aimed at better managing customer relationships.

“We needed a solution that would give us full traceability of our support and repair activities,” explains Mick Stevens, technical support manager, Hima-Sella.

“We wanted to keep our customers fully informed and work together with them and thereby increase customer confidence and satisfaction levels.”

Hima-Sella is an independent market specialist, designing and supplying integrated safety, control and automation systems.The company employs more than 100 people and works with many and varied customers to provide end-to-end engineered systems based upon individual needs and requirements.

Hima-Sella was established in 1973 in Stockport. The firm has implemented a CRM solution to unite the repair workshop and support activities of the organisation.

Focused organisations

Hima-Sella selected Ulysses 7i from QMS Software as it is designed for service-focused organisations to better manage their customer relationships. It is easily and quickly customisable without programming and uses a single SQL database.

“We have a wide range of services that we offer, from software modifications, telephone support or workshop repair of hardware,” Stevens explained.

“It is important for us to know how many jobs are in progress, who is allocated each job and what the status of each job is. With Ulysses 7i we can advise on failure rates, costs, status of jobs all broken down by part-service ID.”

In the Hima-Sella workshop there are 200 jobs open, with 85 at a third party for repair and the others at various stages of repair. The value of the equipment varies from a small unit worth stg£2,000 to a whole safety system on a LNG plant worth stg£8m.

“Ulysses allows us to record all the necessary data and report on the repairs in progress. The company is investigating the other robust reporting capabilities of the solution which will allow them to maintain a complete customer view across the entire company.

“The next phase is to expand Ulysses into all technical support calls and contract management and then to implement stock control, quotations, sales and marketing to optimise the functionality of the solution.

Ulysses CRM provided the company with all the advantages of an enterprise software solution with the flexibility to implement all necessary customisations and specifications.

The company is seeing many benefits with the solution, including improved workflow efficiency, accurate reporting, full visibility of work in progress and decreased administrative costs.

“Ulysses helps Hima-Sella focus on its customers,” Stevens added. “Both management and employees have better insight into repair and support history and customer satisfaction while improving efficiency and productivity. It is a very sophisticated, mature and powerful system that is cost effective and easy to use.”

John Kennedy is a journalist who served as editor of Silicon Republic for 17 years