Case Studies

A new solution for our customers

Feb 22, 2021

2021 will be a year of big changes here at Oracle Vision, as we grow our business to offer the best service possible to our customers. But while some of those changes will be heralded with great fanfare, others will evade the limelight. New job management software may not sound exciting, but the changes it will mean for our customers will revolutionise how we work. Here to tell us what’s going on and what it could mean for you as our customer, is Nick Wardle, who heads up our Sales team.

What’s going on, Nick?

We realised early doors that if we were going to grow Oracle Vision, we’d need to scale up the systems that we use to support our customers. After all, it’s my job to look after them! Among other upgrades, we’ve brought in new job management software, that will make all our processes so much slicker.

In the past, we’ve had to use lots of different systems to support our customers through their journey with us. From booking them in to billing them after a job well done, our processes took time to do them right, and it was hard to get one view of everything that was going on.

Now, everything is going to sit in one place which is going to make everything more efficient. We can also do a lot more. For example, we can monitor the kit we have on all the vans, and trends for how they’re used, meaning we can keep the right stock levels and avoid engineers going to jobs without the kit they need. It saves time, and it avoids waste.

What’s in it for the customer?

The time we save using this new software will be ploughed back into our clients. What’s more, the software has functionality they’re really going to love. Every customer will have their own portal to see what’s happening in their account. From tracking whether the engineer is on his way to seeing what equipment has been used, they’ll have a full view of what’s going on, at every stage.

For our customers, many of whom work round the clock rather than a 9 to 5, communication is a challenge. Instead of a night manager having to leave a confusing note for someone to follow up on in the morning, now they can report a problem directly in real time, even out of hours, so our team can receive it clearly, and act on it straight away. The new portal will mean our team and our customers can communicate directly, as it suits them, to make sure they’re satisfied at all times.

The 360 degree view extends to us here at Oracle Vision. Being able to see what’s happening with a client, from the moment they pick up the phone to when their invoice is received will give us a lot of insight into their experience. We plan to use the new software to closely monitor what’s working and what’s not, so that we can adapt and improve in future.

What else is going on for your customers right now?

They still get to talk to me on a daily basis! We’re bringing on more staff and more engineers down the line, but they’re still going to get me, Chris and Tim. Everyone is undergoing an internal training programme with an accreditation at the end to ensure the whole team can support our customers to the standard we expect. Customer service is the be all and end all to Oracle Vision, it’s what sets us apart, and that’s certainly not going to change any time soon.

 

Learn more about some of the exciting plans we have here at Oracle Vision in this article about our expansion. If you want to have a chat about how we can help you, get in touch.