Gallay supply medical and scientific equipment from a head office in Melbourne and satellite offices in Sydney and Brisbane. Gallay also run a team of over 40 Field Engineers (Australia & NZ) who provide an array of field services ranging from project management to repairs and maintenance.
Gallay operated using several systems to manage their business, resulting in a significant amount of double handling and duplicated data entry, along with delays in the processing of data and information.
Gallay implemented NetSuite and NextService in order to meet the following objectives:
- Digitise paper-based processes.
- Reduce double handling and associated risks.
- Improve the recording of and access to historical information on machines and their services.
- Capture and process data in real-time.
- Report on the financial costs and profitability of projects and services undertaken by the company.
One of the core company values of Gallay is quality and a “customer first focus”. While using a number of systems, Gallay’s “customer first” approach became secondary; time was prioritised to ensure the business ran smoothly. Gallay Operations Manager Chris Vat explains that with the implementation of NextService, systems are streamlined with vast improvements in customer care.
One of Gallay’s main business requirements was a field service management solution. NextService, being in-built with NetSuite instead of having multiple disparate systems, was a key factor in Gallay’s decision-making process.
“The decision to go with NextService was easy. The biggest drawcard for us was their Field Service Management solution built inside the NetSuite platform, giving the business a 360-degree view of our customers across the entire business. Our previous systems were quite manual and we had no service management capability beyond spreadsheets and manual processes. With NetSuite and NextService, we now have one system that will not only give us visibility over our entire business but allow us to schedule our technicians with more efficiency,” Chris says.