The Customer:  Kinetics Group Limited

Kinetics Group provides expert, independent IT services to a diverse range of clients across New Zealand.  From its founding in 1996, Kinetics Group has grown into a Microsoft Gold Certified Partner with fifteen service technicians offering IT planning, solution design, project implementation, and system management and maintenance services.

The Customer’s Customers:  Many Industries; Disparate Systems; Unique Requirements

Kinetics Group serves a large number of clients across many industry verticals.  As a result, their service technicians encounter every conceivable software/hardware combination, each of which creates a unique list of requirements in every project. 

The majority of Kinetics Group’s clients have limited in-house IT expertise; rather, they rely on Kinetics Group to maintain the health and integrity of the systems and networks on which they run their businesses.

The Business Dilemma:  Enable Clients with Limited IT Resources to Focus on Managing their Businesses

Businesses of all sizes rely on information technology for efficient communication with employees, customers, and partners; for accounting and CRM software; and for creating and storing contracts, sales orders, and invoices.  But for organizations with limited in-house IT expertise, their reliance on these systems and networks can put them at a competitive disadvantage when issues arise or when inevitable upgrades become necessary.

And that’s where IT services experts such as Kinetics Group deliver value.

“As a small organization, we can’t afford full-time IT staff,” says David Parker of Bowls New Zealand, a Kinetics Group client.  “That’s why we feel more comfortable with ‘tried and tested’ IT solutions—we need people who understand our needs, who talk our language, and who respond quickly if something ever goes wrong.  That’s what Kinetics do.”

Kinetics Group’s services team is comprised of highly-trained, experienced, and competent computer engineers who specialize in delivering and maintaining IT solutions to meet their clients’ business objectives.  In many cases, Kinetics Group functions as their clients’ de facto IT departments.  But with a client list many times larger than the size of their services team, how does Kinetics Group efficiently scale their operations to meet every client’s service level requirements?

The Solution:  Activiser—Electronic Jobsheets Tailored to Kinetics Group’s Mobile Service Teams

Activiser provides a wireless and paperless link between Kinetics Group’s existing systems and their service staff in the field.  Access to dynamic, real-time information enables Kinetics Group’s service staff to exceed their clients’ service level expectations:  When Kinetics Group’s call center receives a service request, they are able to deliver a job sheet instantly to the right field service personnel.  And as soon as the work is completed, the completed job sheet is automatically returned to Kinetics Group’s back office system.

The Results:  Increased Efficiency, Improved Customer Service, Accelerated Cash Flow

Activiser quickly and easily integrated into Kinetics Group’s existing systems and processes.  And because Activiser is so intuitive to use, virtually zero user training was required.

·         Increased efficiency:  “The number of calls I now make to our technicians has dropped by more than 25%,” says Ann Deville, Kinetics Group’s Customer Service Coordinator.  “In addition, struggling to process hand-written—often illegible—paper job sheets is a thing of the past.  With Activiser, I just need to verify the electronic data rather than manually re-enter everything.  This gives me a lot of extra time to contribute in other areas of the business.”

·         Improved customer service levels:  “I cannot overstate the importance of having real-time access to up-to-date information on job locations and scheduling,” says Richard A’court, one of Kinetics Group’s mobile service technicians.  “Activiser instantly tells us where we need to go, when we need to be there, and what we need to do once we’re on-site.  Activiser enables us to service more clients on any given day because we fix problems faster and do not waste time completing paper job sheets.”