Seris Technology is a service company that places a high priority on customer satisfaction. To take its services to an even higher level, further digitization is essential. Thanks to the implementation of a new ERP system—which is fully integrated with everyday applications such as Outlook and Teams—Seris Technology’s employees find that they can work more easily and efficiently. Management can now monitor operations in real time, and customers are assisted more quickly and efficiently. A successful project that Alistar (formerly GMI Group) completed within the planned budget and timeframe.
Thanks to this system, we can work more efficiently, our employees can focus on customer service, and ultimately, we achieve higher customer satisfaction. That is the true return on investment.
Christophe Voets, Director
Investing in People and Quality
“Digitization is important to us, just as it is to any company. By continuing to digitize and automate our processes, we can work more efficiently,” explains Christophe Voets, director of Seris Technology.
“We operate in a competitive but growing industry. That means we want to continue investing in our quality and in our people. Digitalization isn’t something that comes at the expense of jobs; rather, it enables us to continue growing and allows our employees to focus fully on customer service rather than administrative tasks.”
Open-heart surgery
Two years ago, the company decided to switch to a new ERP system. “Our existing ERP system was due for an upgrade: it could no longer keep pace with the new applications we wanted to use. As a security company, cybersecurity is also of paramount importance. An update was needed in that area as well. That’s why we started looking for a new, future-oriented system.”
“The scale of such an implementation should not be underestimated. It’s actually a kind of open-heart surgery for the company’s most important application,” Christophe Voets concludes.
We’d already had positive experiences with Alistar, and we knew they had strong expertise in Microsoft Dynamics. That gave us the confidence to work with them.
The Microsoft Ecosystem
For Seris Technology’s management, choosing a Microsoft solution was a natural choice. “We deliberately chose Microsoft Dynamics because it offers an entire ecosystem of solutions. It also integrates seamlessly with the other applications we use, such as Outlook, SharePoint, and Teams. “The compatibility and interaction between all these components also ensure that you get even more value out of them,” said Christophe Voets.
“One of the key benefits is that all the information we have about our customers is now centralized on a single platform. Every employee has access to the most up-to-date data at all times. In addition, we use the power of Power BI to monitor our operations in real time via specific dashboards: information on the number of service calls, the turnaround time for a service call, billing, and so on… “This allows us to make quick adjustments when necessary, which naturally leads to higher customer satisfaction.”
Gservice: the latest industry best practices
As an IT service provider, Alistar has extensive experience working with service and installation companies and offers them a comprehensive solution based on its proprietary platform: Gservice. This platform was further tailored to the specific needs of Seris Technology. As a result, the standard Dynamics software was enhanced with specific functionalities related to project management, service management, a scheduling tool, warehouse management, and scanning—and even a mobile app for technicians who visit customers. This way, the industry’s best and most up-to-date practices were incorporated into a single solution.
“We already had a mobile app for work orders. But it only worked when it was connected to the internet. Now we can also work offline, so customers no longer have to go out in all kinds of weather to sign a document.”
Trust as the Key to Success
Christophe Voets now looks back on a successful project: “There was a great deal of trust and strong collaboration between us and Alistar (then known as the GMI Group). Thanks in part to that, we were able to complete this change project within the planned budget and on schedule.”
Even when unforeseen issues arose—which are always bound to happen in a project like this—the Alistar team responded quickly every time, allowing us to make adjustments where necessary.
