Company: Headland Machinery Pty Ltd
Industry Type: Wholesale Distributor
Headland Machinery supplies leading machinery technology, software, and services and is embracing the future with IoT, Industry 4.0, Automation and Additive Manufacturing. Proactive customer service is the cornerstone of the successful long-term relationships with customers.
Headland distributes their specialist machining tools within Australia & New Zealand; including sheet metal, CNC machine tools, water-jet, fabrication and storage. A strong family business, Headland has over 60 years’ experience in the manufacturing and wholesaling distribution industries.
Prior to using NextService, Headland Machinery struggled with more than half a dozen on-premise applications that made it difficult to manage service calls, billing and inventory across three warehouses. Headland also lacked a way to manage remote field staff across Australia and New Zealand.
- Lack of inventory visibility.
- Duplication of administration tasks.
- Delays in reporting.
Headland implemented NextService to manage the scheduling and in-field data capture by the 25+ technicians servicing machinery.
Headland Machinery has seen significant improvements with NextService by having a single view of the customer and real-time analytics & KPI reporting via dashboards. They saw a huge reduction in administration costs due to elimination of duplicated data entry and automated workflows within field service. Headland found that having one system eliminated multiple handling and data manipulation. As well, having a change in work practices such as invoicing in the field, rapidly sped up their process.
Since implementing NextService, Headland has seen improved customer satisfaction due to enhanced communication, including automated emails with job details, escalations and reporting.
“NextService has really helped us increase the utilisation and efficiency of our engineers as they now have the ability to know where all resources are at any given time.”
“They now have a complete visibility of our customers in real-time, enabling them to be better prepared and able to service customer requirements,” Richard Kloe, Managing Director, Headland Machinery.
Furthermore, Headland saw a 98% reduction in lost stock and tools alongside the adherence to mandatory compliance requirements, with all paperwork eradicated.
With NextService, forms are filled out on the mobile app and stored within the NextService NetSuite account, providing easy access for all users.