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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