Global [ change ]

Customer Stories

Filter, Sales and Service. Latvia, Lithuania, Estonia

Enterprise by HansaWorld improves customer service in Filter Ltd - a water supply and cleaning, gas and heating systems and service provider in Latvia, Lithuania and Estonia.

The Latvian company, based in Riga, employs 20 people and has an annual turnover of over 1.5 million Euro.

Situation

Filter Ltd was established in Riga in 1994 and immediately chose to run their business using HansaWorld Enterprise software. Sigita Salkovska, Finance Director of Filter Ltd explains, “When we were evaluating existing accounting systems on the market we looked at SCALA and other less complicated systems. We chose Enterprise because of the simple and logical interface and the software was also highly recommended by our Estonian colleagues." Now all three Baltic companies are running Enterprise system.

Solution and Benefits

Developing and growing with Enterprise
Over the years, Filter has developed and grown and their system requirements have changed. Initially the system was used for accounting purposes only but today all employees use the system with accounting, sales, management and administration staff all entering and reporting on data. Filter recently purchased new functionality including Sales Orders, CRM and Group Calendar to enable them to integrate information from the different departments. Today Filter uses Accounting, Logistics, Purchase and Sales Orders, Fixed Assets, CRM and Calendar functionality.

Customer service — the key to success
Customer service is of great importance to Filter. Salkovska, says: “A high level of customer service is very important for our company because not only does it make our customers happy, it also improves our reputation — a key factor in increasing sales and remaining competitive. Using the functionality available in the CRM, Calendar and Sales Orders modules has helped us to improve our customer service. As all the modules are fully integrated, high quality and up to date information is available to all employees. Employees can see contact persons, registered activities such as phone calls or meetings, order and payment status — all of this information is extremely important when talking to customer. Having an integrated system means that information can be distributed to all departments quickly, easily and efficiently.”

On time deliveries generates happy customers
“We register sales and purchase orders in Enterprise and the ERP system automatically provides us with all the relevant information about the items. When entering a sales order, we can use the item status bar to see the quantities of the item available in stock, any stock that is already reserved on a sales order and any stock currently on order from our supplier. In this way we can easily monitor and control our stock levels and make purchase orders on time," says Salkovska.

Standard Solution
Filter has achieved all of its business requirements using the standard Enterprise software. ???Our company works using the standard Enterprise functionality - we have not had any customization or programming. We are happy with the information and functionality that is available in the standard product. Occasionally we need additional information but we are able to export any relevant data out of Enterprise and import this into a spreadsheet easily. We are still considering HAL programming as an option as this would allow us to optimize some processes,” says Salkovska.

CRM non-financial information for focused sales activities and decision-making.
"We use the CRM functionality to run efficient sales campaigns. We have divided all our customers into categories and groups and this enables us to focus our sales efforts on specific organisations. As Enterprise allows multiple contact people to be allocated against a company we no longer waste time trying to find the right person to talk to. Information stored in the sales orders is a basis for future sales activities planning. CRM is a tool for individual customer service as well,” Salkovska. continues.

Enterprise’s object structure for project finance analysis
Filter works on projects for large organisations. The bigger the project, the more employees and products are involved, and the more complicated it becomes to control the costs. Using Enterprise’s object structure Filter are able to allocate all costs to a project, providing management with necessary information about total profitability per project, by department or employee.

Enterprise Calendar
Filter has recently started to use HansaWorld Enterprise´s Group Calendar to register service jobs carried out. The calendar also allows Filter to plan and schedule employees’ time in the future, analyse employees’ time statistics and register service orders.

Opportunities for the near future
Having combined the accounting, sales and customer service functionality into a single database, Filter is enjoying the benefits of a fully integrated system. Salkovska. says ???We are still not using 100% of the functionality available in Enterprise. The functionality available means that we will be able to develop ours sales, customer service and administration processes without additional investments into information systems and services. Our Enterprise system will support both external market changes and internal developments.”