Reducing disconnected systems by 70% to create a single source of the truth

Packaged Pump Systems (PPS) is a UK-based pump station manufacturer, installer and service specialist. Working primarily with housing developers across the UK, PPS manages thousands of installed pump systems and have ambitious plans to keep growing.

The Challenge

When Packaged Pumps Systems came to Simpala, the business was running across thirteen different systems. Customer records, installed equipment, service schedules, quotations and financial data were all living in separate places, and because of this, data was being entered multiple times across these platforms to keep them updated.

On site, engineers couldn’t access service history or warranty information and leadership had no clear view of performance without manually exporting and reconciling data. This patchwork of disconnected systems simply couldn’t scale.

Objectives

Working with the Kane Stewart, Head of Customer Success, we focused on two priorities:

  • Reduce the number of disconnected systems and eliminate the duplicated effort costing the business time and money
  • Build a single, scalable platform to manage customers, assets and field operations end-to-end

Our Solution

Simpala designed a single platform, bringing together Salesforce Sales Cloud, Service Cloud, and Field Service. The team now operates from a single source of truth with data in one location, accessible by all.

With the implementation fully operational, all customers, properties, assets, and field operations are managed end-to-end in one platform. The field team can use the mobile app to manage jobs on-site, and leadership has real-time visibility into service performance and engineer productivity. The solution is now the central business operating system, putting PPS in a position to truly scale and meet the company’s aggressive growth ambitions.

Results

This simplification of systems has had a huge impact on the productivity and will enable PPS to scale the business effectively:

  • A 70% cut in disconnected tools, systems reduced from 13 to 4
  • Eliminated double and triple data entry across sales, service and finance
  • Orders raised once in Salesforce and a Sage integration handles the rest automatically
  • Engineers operate digitally on site
  • Automated maintenance scheduling, means no more missed services and lost revenue
  • Real-time visibility of performance for leadership, without manual reporting

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