Productivity and customer service soars at Broadbent with integrated solution

With a customer base of more than 3,000, Dandenong based air compressor servicing business, Broadbent Compressor Services (BCP), has the busy task of managing numerous sources of information in order to deal effectively with customer problems or service enquiries. This information is needed to be sourced fast, as the time spent while a compressor lies idle equals lost money for the customer.

Previously when a customer called, BCS spent valuable time tracking down customer, technical and service history information located in numerous places. It was a long-winded process prone to human error. David Taranto, Director of BCP, knew there had to be a better way to manage the business and provide an enhanced level of customer service.

The solution for BCS, was to engage FileMaker developer and FileMaker Solutions Alliance member, Mary Rowe of MAKsim, to design a customised FileMaker Pro solution for the BCS business.

Rowe stresses the important role that FileMaker played in evolving the BCS system to meet its requirements, "FileMaker gives you total flexibility. Well designed databases evolve over time with changing business needs and FileMaker is able to grow with them."

According to Taranto the cost benefit to BCS was felt virtually immediately. "FileMaker Pro 5.5 has been paying for itself since day one, and within four months it paid for itself in time and efficiency savings."

"The advantage we had by using FileMaker and someone who knew how to program it was we could tailor the new system specifically to our needs and get rid of our bad habits into the bargain", Taranto explains.

"FileMaker has been a great platform to work off and my eyes have been opened to its potential," Taranto reveals. "If what we have achieved to date is an indication of what is possible, the company could well double in size in the next two to three years - and the FileMaker system would support and accommodate that growth."

Results:

• Productivity improvements and cost benefits across the business - in the field and at head office, as duplication of work and errors from handwritten materials are eliminated and staff is freed to concentrate on other areas of the business.
• Ease of use enables previously novice computer users to work with the system efficiently.
• Return on investment and low total cost of ownership - system began paying for itself from day one and had delivered ROI within four months.
• Enhanced cash flow from improved integrated invoicing/debtors system.
• Improved customer service through more accurate and professional presentation of and access to information.