Ecolab Healthcare ensures their customer-first policy with NetSuite and NextService

Ecolab Healthcare ensures their customer-first policy with NetSuite and NextService

Ecolab Healthcare is leader in providing medical devices, equipment, chemistry and service to the medical, dental, scientific and pharmaceutical industries. With a team of over 60 field engineers, they provide an array of field services ranging from project management to repairs and maintenance for healthcare facilities.


Before been acquired by Ecolab Healthcare Australia, Gallay Medical & Scientific 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

Klugo implemented NetSuite and NextService for Gallay 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 the business 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 their 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 the decision-making process. Operations Manager Chris Vat explained 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. 

After the acquisition of Gallay, Ecolab decided that NetSuite was the best business platform to continue supporting their operations. Ecolab with Gallay is further enhancing their commercial offerings and service in the Healthcare and Life Science industries and they see Klugo as a key partner on their ERP management.

For more information on Ecolab, 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.

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 Technology, achieving operational excellence.

Headland Technology, achieving operational excellence.

Australian sheet metal machinery importer and distribution company Headland Technology 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 Technology, 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.

5 Keys to Face Disruption in Maintenance for Construction Industry

5 Keys to Face Disruption in Maintenance for Construction Industry

Construction in Australia as in other parts of the world is considered an essential business. In 2019, over 1.15 million people were employed in construction, that is 9.2% of all jobs in Australia. The construction industry contributes to 9% of the total GDP of the country, and it will be key to the recovery of the national economy.

The introduction of heavy machinery like cranes, excavators and bulldozers transformed the industry, but automation has yet to play a more important role in the industry. Construction is one of the three industries (together with agriculture and transport) that are slow to embrace digital technologies and innovations; as a result, there is a number of opportunities emerging for businesses providing services to the construction industry. In a highly digital age, almost every aspect of the industry can be supported by innovative new technologies.

Drones and robots are being utilised to automate aspects of the maintenance process itself directly, and advanced sensors combined with the application of machine learning algorithms are enabling highly accurate predictive servicing. In a recent example of this, Data61 have utilised machine learning to create a model that can identify water mains at risk of potential failure. This model will allow Sydney Water to be proactive about their maintenance requirements and has the potential to save them $700 million in reactive repairs and maintenance.

In a 2019 study, McKinsey Australia identified the Construction industry as one of the nine sectors most exposed to automation opportunity and estimates that 25 per cent of work activities will be automated by 2030. This automation will be achieved through the application of new technologies, which in many cases will lead to new servicing and maintenance requirements. The lack of technology in construction maintenance presents an excellent opportunity to generate business in an industry that will remain one of the strong pillars of Australia. Automation has the potential to add $2.2 trillion to the Australian economy over the next 15 years.

Across the globe, we’re seeing technology being successfully implemented to improve the safety and efficiency of maintenance procedures. In 2018, Enes Karaaslanat led a study at the University of Central Florida that focused on developing a human-centred tool to offer improvements to infrastructure inspection and maintenance practices. They created an augmented reality (AR) framework that is intended to be integrated into a wearable headset, allowing an inspector to automatically analyse components they observe in real-time, and obtain information about any defects present. This technology greatly empowers maintenance inspectors and increases their ability to accurately identify potential threats in infrastructure.

Here in Australia, the Centre for Autonomous Systems (CAS) at the University of Technology Sydney worked in partnership with the NSW Roads and Maritime Services (RMS) to create a robot that is intended to inspect hazardous or inaccessible regions of the Sydney Harbour Bridge.

The robust device is capable of navigating complex terrain that is usually difficult or dangerous for humans to access and collects valuable information about the condition of a structure. Through this automation, the RMS has greatly increased the efficiency of their maintenance process, while also removing the associated occupational health and safety risks that come with human workers surveying these areas.

With the Construction industry in Australia projected to be a crucial factor on the recovery of our economy, and with high-tech equipment and automation at the core of this growth, it appears that there will be an increasing demand for machinery maintenance services in the coming years. In order to cater to this demand, and capitalise on emerging opportunities, it is essential for companies providing automation in the Maintenance for the Construction industry to implement new technologies to improve their own productivity. With this in mind, let’s explore the 5 keys to performance for companies in the Maintenance for the Construction industry, and examine how they can be implemented using the powerful combination of Netsuite + NextService.


1. A Focus on Customer Service

Fulfilling customer expectations is vital for building long term relationships in any industry. In the Maintenance for the Construction industry, this means ensuring that timely preventative maintenance (PM) is provided in order to limit the chance of problems arising. NextService automates the PM process by tracking equipment service history and allowing managers to allocate the required maintenance tasks to different teams within their company.


2. Effective Scheduling to Improve the First Time Fix Rate

To ensure maintenance to machinery and sensor is performed efficiently, it is important that the technicians handling the task have the appropriate skills and equipment. The more often a company can get the job right the first time, the happier their customers will be with their service. The NextService Scheduler allows managers to view customer and job information alongside information about their technicians’ skills and equipment, making it easy for them to assign the right staff to the right project. The Scheduler even features an integrated map, allowing managers to view all their field staff geographically and optimise their task scheduling based on this information.


3. Investment in Inventory Prediction Technology

For companies in the Maintenance for the Construction industry, managing inventory effectively is a vital key to success. Without utilising technology in this area, human error can easily lead to costly mismatches in inventory levels and job requirements and greatly impact your overall productivity. The NextService mobile app allows for complete inventory management utilising a built-in barcode scanner. This makes it simple for companies to manage their supply and demand by viewing the analytics in real-time.


4. A Focus on Accounting and Asset Management

Servicing machinery involves a lot of equipment, and as a result maintenance companies are required to manage the finances on a large number of assets. This can be extremely difficult and often results in confusion around the value of these assets after depreciation, and when to retire them.

NetSuite supports companies to understand their asset lifecycle, by tracking relevant information and calculating depreciation schedules. This allows companies to greatly improve their management of assets through real-time accounting.


5. Consolidation of all Platforms to a Single Tool

The Maintenance for the Construction industry is driven by data, and with so much relevant information to consider, it makes sense for maintenance companies to aim to store all this data in one place. Using multiple platforms with siloed information makes it difficult to get the complete picture, and increases the time spent by staff accessing and utilising information. NetSuite is an all-in-one business management tool, combining all the capability of CRM and sales tools with powerful accounting, inventory and project management automation. The platform integrates seamlessly with NextService providing companies with comprehensive control over both their admin and field operations.


It is clear that the coming years will present a lot of challenges to those in the Maintenance for the Construction industry, but opportunities arise as automation continues to drive increases to the efficiency of both the construction and maintenance processes. If you are a maintenance company looking to support your automation business within the industry, the combined NetSuite + NextService platform can assist you to improve your productivity by providing complete control over all your operations.

Utilising a single platform solution greatly simplifies your IT environment, empowering your team to work more effectively and giving you a real-time snapshot of your business.

Need a specialist’s free advice?

Feel free to call an expert in Enterprise Resource Planning Systems for Construction Providers today. Find out how cloud-based technology can support your subcontractor business and your addaptability strategies.

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How Cloud Technology Supports a Decentralised Workforce and Increases Operational Efficiency.

How Cloud Technology Supports a Decentralised Workforce and Increases Operational Efficiency.

The active decentralisation of workforces is something that has been gaining momentum in the past decade, and even more so recently. As technology and internet infrastructure has drastically improved so too has a businesses ability to empower their team to effectively work remotely.

A combination of technologies including video conferencing software, VOIP phone systems and cloud business management platforms like NetSuite gives businesses a unique advantage over competitors who are wedded to legacy on-premise systems and infrastructure that mandate the need for teams to work from a dedicated location.

While ‘work from home’ arrangements are becoming commonplace we are increasingly seeing organisations wanting to align their IT strategy in order to simplify network infrastructure and the efficiency and effectiveness of access to their key business systems, such as accounting, warehouse management and field service and mobility. Their goal is to maximise mobile access for their teams, minimise security risks and streamline the flow of information and data throughout their various business departments.


Australian’s have adopted smartphones into their everyday lives

The Communication Revolution.

It is hard to believe that the first mainstream smartphone released to a mass-market occurred in 2007, just 12 short years ago. The Apple iPhone, which would go on to become the most popular smartphone device on the planet opened a world of opportunity by giving people access to business systems, such as email anywhere, anytime.

Shortly after, in 2008, HTC released their G1 model and in 2009, Samsung, the world’s now second-largest smartphone manufacturer came to market with their competitive offering the Samsung GT-I7500 Galaxy.

As features and functionality of smartphones continued to grow exponentially more and more business and individuals made the switch from dated telecommunication technology to modern smartphones.

Fast forward to 2020, it is estimated that 18.44 million Australian’s have adopted smartphones into their everyday lives which is a staggering 72.5% of the population, and 50% of Australians use devices other than a phone or computer to connect to the internet.

There’s An App For That.

By 2012, the smartphone race was on. With leading manufacturers including Apple, Samsung, Microsoft and HTC holding the majority of the market after investing billions of dollars in R&D to ensure that their latest release trumped other players.

One of the biggest revolutions in communications and devices is the concept of App Stores, which give people the ability to configure and expand the usefulness of their devices to their own needs.

Whether in business content, or private use, the smartphone changed people’s expectations of technology both at home and at work.

Video Conferencing Software

Colleagues and customers are connecting in ways not seen in past decades.

Mobility Madness

Between 2010 and 2020, we have seen a change in the way people interact with each other and access information.

In 2020, employees expect that will be able to be as connected to their companies, colleagues and key business systems, as they are in every other aspect of their lives.

Video conferencing software, such as Zoom, Skype and Teams are connecting colleagues and customers in ways I am sure no one ever imagined. Whilst for some businesses and individuals this has required a significant and pivot, for the majority these technologies had already been adopted in some way.

However, this is not as true when it comes to the average businesses key systems, such as accounting, warehouse management software or field service management software.

Cloud Technology, But Not As You Know It.

If you follow Klugo, you will probably have heard us talking about True Cloud and Fake Cloud Technology in the past and why it is imperative to understand the difference. We are dedicated to helping Aussie businesses transform their technology footprint by simplifying their multitude of disparate systems into a single business management platform, NetSuite.

True Cloud Systems, such as NetSuite and NextService offer our clients teams the ability to access their organisations unified software platform, anywhere, anytime on any device. More than that, however, because of the True Cloud nature of our solutions, they are able to access the system quickly and simply, without the need for complex infrastructures such as DaaS Solutions or Virtual/Remote Desktop technology.

Put simply, Hosted Cloud Technology adds complexity to a business’s IT Strategy. In addition to the work required to design, implement and keep software systems running, there is the added workload of ensuring that teams are able to log into your systems through complicated VPN’s and Portals as well as the burden of ensuring that relevant data is interfaced between systems in a timely and accurate manner.

Comparatively, Klugo’s NetSuite customers enjoy a much simpler experience and have been able to pivot very quickly when businesses requirements change, and we think that is powerful. The fact that NetSuite is a single true cloud platform, the need to manage hosting and access is eliminated and data does not need to be interfaced or uploaded to different systems, as it is a single software solution managing all aspects of financial and operational control.

In Summary

Modern businesses need modern technology in order to be agile and adapt in rapidly changing industries. If you are interested in learning how we are helping Australian Field Service Companies, Construction Service Providers, Manufacturers, Wholesalers, Retailers, and more modernise their system strategy, then reach out to one of our NetSuite experts.

Need a specialist’s free advice?

Feel free to call an expert in Enterprise Resource Planning Systems today. Find out how cloud-based technology can support your business’ adaptability strategy.

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