ORS (UK) Ltd

Overview

ORS UK are a young forward thinking company based in Staffordshire, driving new standards in the office furniture industry. From their 25,000 sq.ft Burton upon Trent warehouse, ORS can provide everything you’d expect to find in the modern office environment from a single typist’s chair through to a complete office refurbishment.

Since 2001, ORS have worked hard to build a unique reputation for quality and value that sets them apart in an extremely competitive industry. Professionalism in the presentation of their solutions and careful management of projects has enabled them to build an impressive client portfolio. This includes companies such as John Lewis, Vodafone, Cable and Wireless, Care UK and Lambert Smith Hampton.

ORS UK is also a company that takes its social responsibilities seriously. The foundations of the business are built on caring for the environment as well as meeting customer’s needs. This is clearly demonstrated in the ORS recycling policy.

The company believe their offering to be unique in providing a solution for every office, and not only supplying new office furniture but removing the old furniture for recycling as well. 

The Data Management Challenge

Client and customer information had been recorded on paper and manually stored in filing cabinets. This system did not enable the business to capitalise on its customer data and opportunities were being missed. Quick access to client records and sharing of critical information across the business was not possible. Activity levels could not be measured easily and reporting on the company’s prospect management became impractical. 

As the business began to grow, the company found it more difficult and time consuming to manage client relationships effectively. Cross selling opportunities were not always recognised and more staff time was being consumed in managing day to day processes.

Following the ACT! implementation, client contact details and associated information are electronically maintained in a central location, making them accessible to all company users. The system has eliminated the risk of data loss and has also enabled relationships with prospects and clients to be recorded in detail and closely monitored. All conversation, meeting and email histories and activities are recorded against the client’s record for instant access.

Sales opportunities with existing and prospective new clients can now be managed more effectively. By keeping track of sales opportunities and monitoring their progress ORS now has ‘pipeline management’ and more accurate sales and revenue forecasting. Also, opportunities can be tracked through the various stages of the sales process and followed through to successful closure.

By using the Calendar and task list functions within ACT!, time management and activity levels can be monitored to ensure maximum efficiency. Alarms and reminders mean that staff are well organised and business critical tasks are completed on time.

Solution

ORS determined that some means of CRM system would be necessary to address the data management issues and support future growth. In considering possible solutions, the company identified a number of key factors to take into account. Best value and short term return on investment were important criteria, but ORS also wanted a system that was both user friendly and flexible.

Given the evolving nature of their business and changing market conditions, it was important that they would be able to customise the system to meet current and future business requirements.

Another imperative was to deal with a solution provider who could demonstrate equal knowledge and experience in both CRM software and business process. ORS needed to find an organisation that could provide the level of business support necessary to make the system effective as well as provide the essential software components.

After taking all factors into careful consideration, the company decided to invest in Sage’s ACT! Contact Management system. Leading UK implementation partner BluebirdCRM was chosen to supply and install the system and provide user training and support.

Quote

Mark Fitzgerald, Director says:

“I was immediately drawn towards ACT! by the strength of the ‘Sage’ brand and the low capital cost which suggested I was likely to get a quick return on my investment.

On closer inspection, I was also impressed by how user friendly and flexible the product appeared to be, and I could see how easily it could be shaped to support processes that were already working effectively in our business.

The comfort factor and support from Bluebird was also important. I had complete confidence in Bluebird after meeting with Will Ingleby to discuss ACT! His experience and knowledge of the system, and its capabilities was very reassuring.”

“ACT! has had a huge impact upon our business. The system has given us better time management, real time information about our customers and meaningful reporting. We have certainly seen a tangible return on our initial investment and I’d say at least a 200% reduction in manual effort.

Integrating ACT! with Sage Line 50 has been useful to cross reference sales and financial account information. The fact that we can keep check of activity levels at any time is also very useful.

ORS UK Solution...

1. ACT! Contact Management Software implementation with customisation of user screens and databases to collect data specific to the business and provide key reporting, process and activity management.

2. Configuration of host server, client PC’s and wireless networking to support the ACT! Implementation.

3. Training to all administration and sales staff in the day to day operation of ACT!

4. Systems administrator training to empower the business to be self-sufficient in managing its own configuration changes as the business requirements evolve.