TRT Case Study - NetSuite CRM - NetReturn
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| At a glance | |
| Company: | TRT (Total Risc Technology) |
| Location: | Offices in Sydney, Melbourne, Brisbane and Perth |
| Industry: | IT Services |
| Challenges: |
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| Software switched from: | GoldMine (CRM), HEAT (Incident response), MYOB (Finance), Inhouse system (inventory management, job processing) |
| Results with NetSuite: |
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The Challenge:
TRT (Total Risc Technology) was started 11 years ago by Domenic and Anna Romanelli. From humble beginnings, selling computer hardware out of a garage, TRT has grown year-on-year to a 12 million dollar company with over 50 employees and offices in 4 states.
TRT may have started by selling hardware including IBM, HP and Sun, however they discovered a gap in the market for quality 24/7 hardware support and maintenance. Robbie Cannings, Operations Manager, TRT put it best, “Our customers are looking for more than just a hardware supplier, their outsourcing requirements extend to technical services and infrastructure management.”
With a high growth company come many challenges and TRT has experienced many of them. “We were using 4 different information systems to run the business, which worked relatively well, however as we grew the issues started to emerge.”
TRT utilised Goldmine for CRM, HEAT for incident response, MYOB for their finances and an in-house developed system for inventory management and Sales Order processing.
Drawing information from 2 or more systems became a logistical nightmare and true visibility of the business came from exporting data from each system and manually calculating everything through smaller custom databases. “Each system had its own focus and it kept the departments within the business segmented. The way we were doing things simply did not align with the long term goals of the business.”
There were also internal departmental issues with sharing information. With each department taking ownership of a separate system it became harder and harder to meet the different departments demands for access to other systems.
Robbie Was finding that the current systems in place were not going to meet the growing needs of TRT. “The scalability of the systems was becoming an issue. We needed to find a solution that would support us whether we were a 50 million or a 500 million dollar a year company.”
The Solutions:
After an initial search of alternative solutions, TRT decided on NetSuite.
“NetSuite was the scalable solution we had needed to continue our growth strategy. It gave us the power we were lacking in our previous systems and the fully integrated functionality and ease of customisation meant that we could align the solution with our business goals.”
TRT chose to work with NetSuite solution provider, NetReturn to provide ongoing support and a business partnership to help them achieve their goals for the future.
“NetReturn made it possible. We simply said, this is what we want to achieve and NetReturn found a way to do it. It was important to us to develop a close partnership with NetReturn as it was critical for us in moving forward.”
The Results:
NetSuite allowed TRT to integrate all of its departments, virtually eliminating the challenges they had with interdepartmental communications. TRT were also able to improve the alignment with the ISO9001 and ITIL framework, which was extremely important to their customer base and the company’s growth.
“Prior to NetSuite we had limited formal measurements for ISO9001, especially between each different system. We are now able to demonstrate TRT’s changes and achievements through more solid facts and figures. It was the difference between reporting that we were ‘getting better’ versus reporting an improvement of 13% and it takes a lot less time.”
TRT’s partnership with NetReturn was key to the “customer base benefits” TRT provide, including system reliability which enables them to meet and exceed their 24/7 support SLA’s.
“NetSuite is the tool we use to provide our customers with additional value add. It is so engrained into our business that we added another core value: Transparency. The inclusion of this core value was a direct result of NetSuite. We are now able to drive results and make people more accountable for tracking times, dates, milestones, sales etc – there are no excuses as we can see everything.”
It was the immediate improvements after implementing NetSuite that really impressed Robbie. “Financials statements at the end of the month for P&L and cashflow could take up to 14 days to reconcile, the reporting we are currently working on will allow TRT to have instant and accurate visibility into our financial snapshop reports.
TRT aim to provide consistent services across the globe and they now have a system that will facilitate the same level of service, whether the customer is in Saudi Arabia, Russia or Australia.
“TRT are continuing to follow a roadmap with NetReturn, constantly evolving and improving the system. We see the partnership value in the services not the software and we see our long-term plan for engagement with NetReturn as a rewarding relationship.”
Find out more: contact NetReturn at 1300 886 025 or 0800 543 371
