Scandia-Hus have been designing and building, beautiful, individual and energy efficient timber frame homes in the UK for over 40 years. They have a reputation for successfully combining advanced Swedish technology with the best of British architectural style and building craftsmanship.
Their teams work on multiple complex and unique projects and pride themselves on consistently providing high levels of customer service to their customers. Their system is crucial to the success of all aspects of their business – from sales and administration through to architectural design and implementation.
The company’s existing antiquated and unreliable system interfered with the day-to-day running of the company.
Staff were continually frustrated by a series of problems that were not getting fixed.
Slow performance meant that a huge amount of employee time was being wasted.
Fundamental security was not being addressed in a consistent way leaving the business vulnerable.
The unprecedented downturn in the economy at that time meant that any investment would have to be gradual and targeted.
We immediately took over the day-to-day management of the system under our fixed-price support plan:
- We implemented immediate fundamental improvements
- Staff had unlimited access to our Helpdesk team to get all their pressing issues resolved
- We worked with our software development partner to bring cost-effective and immediate improvements to the speed of Scandia-Hus’ core business application
- We planned a series of small projects to bring steady improvements to the stability and security of the business over the following 18 months.
We measure the work we do for our customers. The amount of disruption a system is causing a customer is directly reflected in the number of issues raised by their staff.
Since we started working with Scandia-Hus we have seen a 58% decline in the number of problems that they bring to us.
We have also had lots of positive feedback from the whole team at Scandia-Hus. Initially feedback focused on relief from all of the staff that business could resume as normal and trust could be reinstated into the IT infrastructure. More recently it has been praise for the level of customer service we provide.
How It Feels
We talked to Derek Dawson, Scandia-Hus’ Managing Director to get his feedback on the project:
“Scandia-Hus prides itself on providing high customer service. Having an antiquated system that impeded this service was very frustrating for myself and my employees. With no internal IT department I had to find an external solution provider who could provide that service.
Evolve had a challenging task with many system legacy issues to overcome. They approached this systematically, keeping us well updated during the whole process. The result is a system that works, with complete support, which my employees and I trust 100%“