Our Client is a successful electrical engineering company with an annual turnover of £28 million and a workforce of fifty-two employees. As the business experienced exponential growth, it became apparent that their systems and processes were struggling to keep pace with the increasing demands of both internal teams and customers. One of their key clients, who’s annual spend exceeds £3 million, was entering renewal negotiations.
A critical stipulation for the renewal was the requirement for real-time access to accurate job and site information. The existing manual systems could not support this need, and the client turned to Meritec for a solution. Our team collaborated closely with them to develop a digital, streamlined approach to transform their operations.
Challenges
The company relied heavily on paper-based processes and multiple spreadsheets, which were inefficient and prone to error. A total of thirty-two different forms were used across various stages of their operations, ranging from quotes and job forms to RAMS documents and other industry-specific paperwork. These forms were printed twice for each job— one for the engineer and one for internal use—before being manually entered into spreadsheets. This fragmented data approach meant that each team member had different versions of the same information, causing a lack of visibility, inaccurate reporting, and difficulties in updating customers.
Job status updates were hard to track, and communication relied heavily on phone calls and emails, leading to delays and a less-than-ideal customer experience. Additionally, invoices could not be generated until the engineer returned to the office, dropped off their folder, and updated job notes—further prolonging the payment process. Clearly, the company’s reliance on outdated manual processes was unsustainable and needed to be addressed by digitising their operations as soon as possible.
