Ecolab ensures their customer-first policy with NetSuite

Ecolab Healthcare are leaders in providing medical devices, equipment, chemistry and services 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 being 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 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 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. The Field Service Module, 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 NetSuite, 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, 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, they have achieved a 100% reduction in paper usage and managed to centralise all their software needs in a single solution, completely stopping 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 in their ERP management.

For more information on Ecolab, click here.

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