Proper partnerships between users and suppliers crucial for software success

'Proper partnerships' are crucial between suppliers and users of business software. This was the unanimous opinion of bisTrack users when asked to provide feedback during two customer events organised last month by Progressive Solutions. Such a view was echoed by Progressive's MD, Arthur Duffy, who welcomed representatives from the majority of bisTrack's merchant user base to the two events. PBM reports.

Organised primarily to share the directional roadmap of the bisTrack software application, Arthur Duffy and his team also used the opportunity presented by the customer events to speak openly about how Progressive had successfully negotiated the recession, its plans for future growth and how changes were being made internally to provide additional support resources as the user base continues to grow. Customers said they were reassured by this open and honest approach from a key supplier whose product impacts on every area of their business.

Arthur said that eight out of the 'top' 36 merchants as identified in a recent trade report already used bisTrack software and that his team were currently in discussions with several others. He added that, in spite of the difficult trading conditions last year, the number of new contracts signed had still been significant. Six new members of staff had been appointed already this year and the company now employed 30 people in the UK — although the company's new headquarter building in Runcorn had been designed to accommodate 60 people.

"This gives you an idea of our plans for growth. We have a strong infrastructure now, and a strength and depth of team we've never had before," explained Arthur, who also revealed the company was developing solutions outside of its core bisTrack product but these diversifications will remain within the construction materials sector where the team's expertise and experience lies.

Product Director Gary Brookshaw presented the new, features within bisTrack from which all users of Version 3 of the software could benefit, stating: "The new integrated CRM system provided a level of integration of customer data which was impossible to achieve when using a third party solution alongside bisTrack."

Designed to enable merchants to manage their sales force, their campaigns and opportunities, the software's CRM allowed all of these activities to be fully traceable by anyone with permission to access it, as Gary explained: "If you track a campaign within Excel for example, it tends to live on one person's desktop and no one else can see it. But by using bisTrack's CRM you have full traceability, a central repository of data and you can harness bisTrack features such as dashboards and smart views to monitor and measure activity."

Gary also warned users that before taking on a CRM system there should be a clear strategy in place for its use — and full buy-in from staff. He noted that merchants getting the most out of this module were those who had invested time in discussing their strategies and processes with Progressive before implementation. Interestingly, Progressive initially designed the CRM system for internal use and it continues to use it in-house to manage their own contacts and campaigns. The company also uses Microsoft Dynamics GP, which is the financial accounting solution it recommends and provides support for alongside bisTrack.

To provide additional flexibility to the core software. Gary went on to explain the firm had introduced 'Smart Objects' which were simply an extension to the approach of providing merchants with their own tools such as user defined fields and 'Smart Views'. Users could now create anything they wanted within their own copy of the software to store any type of content, deciding how this content looked, where to see it and what to link it to — all with no programming skills required. For example, one customer's idea was to create a 'Smart Object' to store HR records for drivers containing holiday requests, driving licence details and other relevant information.

Other new features include the software's integration with Microsoft Outlook enabling users to view and use their bisTrack contacts and calendars within Outlook; support for Postcode Anywhere's new cost effective 'per click licensing' and a product catalogues feature which provides a framework for users to access thousands more products outside of their main product file without impacting on the system's performance.

Mobile management

Gary Brookshaw also said he was also continuously evaluating new devices such as the iPhone and iPad to see how they could benefit users, and how the software can be integrated with other web based services, such as those which optimise routes for vehicle tracking applications.

Having worked for Progressive for six years, Paul Jones was recently promoted to the role of Service Director. Already he has appointed four new staff and combined the old implementation and support teams into one 15-strong department. He told the gathered users, "I've got a lot of confidence in this new team. It's the best we've ever assembled and comprises strong project management, technical and financial skills. As the quality of the software gets better and better, the number of support calls is decreasing. Customers can also use their portal to access training and monitor any support tickets."

The final words go to MD Arthur Duffy who concluded each event by reminding customers about the true benefits bisTrack can provide and how, in difficult limes with maybe fewer staff, processes need to be improved. He assured the assembled delegates that every new bisTrack module is developed with this in mind.

_{© 2010, Kindly reproduced courtesy of Professional Builders Merchants.}