NetSuite Helps Growing Industrial Calibration Firm Gain Competitive Advantage While Cutting Costs

"Thanks to NetSuite, we get more done now with fewer people. We're more responsive to our customers, and more proactive in terms of features we can offer our customers—like on-site tech certifications—that our competitors can't match."

—J.A.King & Co.



Results:

  • J.A. King saved more than $200,000 by writing its own customization scripts rather than hiring third-party consultants
  • Productivity has increased across the company; for example, the service department grew revenue by more than $1.6M in two years while operating with fewer people
  • NetSuite's multi-location inventory management has helped the company reduce inventory by about 20%, even though the company is growing at about 20% yearly
  • Automated invoicing processes have helped the company speed up its order-to-cash cycle by an average of 5 days
  • The company migrated a million-record technical reference database to NetSuite by writing custom scripts, cutting the complex work-order process from 8 days to 3 and reducing invoicing administration costs by two FTE (full time employee) equivalents
  • NetSuite has also helped J.A. King gain an important strategic competitive advantage by giving customers the actual legal certification for a calibrations project the moment the calibration is complete, while the technician is still on-site—it might take competitors a week or more to send out the same certification

Challenges:

  • Limited business software couldn't support complexities of a growing industrial measurement company
  • J.A. King's complex business model encompasses wide ranging industrial measurement and calibration services and products, and includes technicians embedded in large customer sites, as well as those working out of the company's 5 technical labs
  • Existing business software was heavily customized, and would be too expensive to continue upgrading
  • The company also used a massive proprietary database for technical references that necessitated manual data exchanges, which hindered processing of complex work orders

Solution:

  • The company chose NetSuite's ERP, CRM, and Ecommerce modules to replace its combination of Microsoft Dynamics and spreadsheets
  • Calls to J.A. King's IT Help Desk were immediately reduced by 50%, a number expected to improve further as employees gain more experience with NetSuite
  • Ease of customization has allowed the company to write more than 100 scripts without requiring programmers
  • A customer portal that lets J.A. King's calibration customers look up and download their certificates of certification and to determine when new testing may be needed has attracted more than 500 customers to the portal in 4 months







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