This case study looks at the experience of OpsWiz in supporting a micro-business working in the construction industry.

The Problem:

• The business faced challenges due to the informal nature of its internal processes, particularly the flow of information between departments; to and from suppliers and customers.

• Additionally, newly onboarded operations staff struggled with materials ordering and supplier management as no defined method of recording this information had been established.

• Decision-making was slow and disjointed, which negatively impacted overall efficiency and success.

• Projects were consistently behind schedule resulting in a poor customer experience

The Solution:

• OpsWiz collaborated with the owner and employees to design, implement, and roll out standard sales and operations processes.

• Implementation of clear and well-documented contact points resulting in a smooth flow throughout the process.

• Design of inter-connected databases in SharePoint containing customer information, orders, supplier, and materials to provide a single source of truth. 

• Development of a standard build program that could be adapted to incorporate the complexities of each bespoke project, including training and adoption support.

• OpsWiz built a customer service strategy for the sales team, focusing on timely and effective communication.

• Facilitated requirements-gathering sessions to drive the creation of a custom-built application that could handle the end-to-end operational processes, including the customer journey.

• Interpreted, documented, and analysed these requirements, advising on omissions and adding opportunities for automation.

• Implemented regular reviews and evaluations of processes to ensure they remained relevant and efficient.

The Benefit:

• Implementation costs were kept to a minimum, utilising existing licensed products, including Microsoft and Monday.com.

• Empowerment of new operations staff by providing standard, easy-to-follow processes. 

• The Warehouse Manager's visibility of incoming and outgoing stock was enhanced, ensuring accurate allocations. 

• The flow of information was improved, accelerating and informing decision-making.

• Consistent sales and operations processes ensured that staff felt confident managing their respective parts.

• The interconnected databases provided staff with the tools needed to take charge of materials ordering and supplier management.

• Improved customer service led to an increase in customer satisfaction overall.

Outcome:

As a result of the actions taken by OpsWiz, the business was able to improve its internal processes and empower its staff, which increased efficiency and overall success. This work translated to increased sales, revenue, and a more competitive position in the industry.