INDUSTRY: Managed Services
Atrion – an IT Services Provider since 1987 – had been experiencing significant issues in its back office efficiencies. Using several back office applications to manage and run their business, the work leadership recognized the need for better control over data entry, a reduction in information silos across all departments, and a reduction in the number of manual processes needed for one transaction. Atrion was using both Salesforce.com and GoldMine for its CRM tools, as well as a list of other applications and tools for daily management and project work flow.
While many of the applications being used were off the shelf solutions, Atrion had also invested significant time and money into developing and maintaining internal applications for various tools such as time and expense keeping. Atrion Chief Operations Officer Michelle Pope said, “Atrion’s focus is always on our clients and their satisfaction with our service. Having multiple applications and a broken flow of communication internally prevented us from being able to provide the fastest and most accurate information possible to our clients. That was simply not acceptable for us.”
Prior to investigating a solution, Atrion department heads came together to agree on the features and functions needed in order to eliminate the multiple applications being used at the time. After receiving feedback from sales, marketing, project management, customer support, IT, operations, accounting & billing, and client contacts, the work leadership decided to select a CRM and TimeLinx as a solution to solve the following objectives:
- Increase business efficiencies and provide greater intelligence into profitability for both employees and clients
- Create a new turnkey application for sharing information and communication across the organization
- Easily update and maintain data across departments at all levels
- Better control over managing records of client equipment
- Better control and visibility over profit margins for its Managed Services Solutions
- Increase visibility into Sales Performance
- Improve business intelligence with one system
- Better statistics and metrics for reporting
- Improved sales process for providing quotes, pricing and proposals
- Greater visibility into
Early in the evaluation process, Atrion was considering a specific CRM. However, it was immediately apparent that the solution would only provide CRM functionality. Atrion’s trusted and long-time accounting partner, Computer Management Services of Westbrook, CT, was familiar with TimeLinx and recommended that combining it with a CRM would eliminate the need for the multiple applications.
“Finding a single complete solution was paramount…”
According to Ms. Pope, “Because Atrion is such a client focused business, a CRM-based professional services solution made sense. Visibility and accountability are critical for business to succeed and we were sold once we saw how TimeLinx covered our long wish list. Finding a single complete solution was paramount.”
Once TimeLinx was implemented, Atrion’s employees could immediately see the value and benefits of the new system. Employees were no longer manually keying client information into various spreadsheets or in multiple systems. One complete application now allowed sales professionals, service staff, and tech support personnel to view various types of information from one system in real time reducing the amount of calls and questions regarding client activity or equipment performance. Cutting down on staff time dedicated to data entry or manual processes has allowed Atrion to right-size various departments and roles plus shift talent into more effective areas within the company resulting in immediate cost-savings.
One area with significant impact from the new solution was Atrion’s Managed Services Group. The TimeLinx component allowed Atrion to better manage assets and profitability for its consulting services.
The way we are managing our assets has dramatically changed,” said Dave Ramsden, Atrion’s Chief information Officer. “When a deal is won, we can immediately import the hardware directly into a client’s account and out of our inventory. When contract renewals come up, we know right away how to treat the hardware making our projections about profitability more accurate. Managing assets from the initial purchase through to client support has been incredibly beneficial in how we operate,” Mr. Ramsden said.
In addition to improvements in asset management, customized reporting has allowed Atrion to realize more accurate profit margins for its clients with less time and effort. Better business intelligence also highlighted a greater need for sales training. This led to an increase in performance for sales professionals.
The TimeLinx Asset, Ticket, and Contract integrations allow Atrion to capture and report on the volume of tickets associated with a particular client. By having both the assets and ticket activity in one system, Atrion can now accurately manage profit margins for clients that require more tech support, while ensuring high value and benefits for clients who need less. At contract renewal time, Atrion sales professionals are now able to show the actual value of their services to clients including ticket volume, peak times and support information as well as other details captured in the client records.
Atrion’s senior leadership noted that the TimeLinx system provides more clarity and intelligence around overall business efficiencies. Today, time is tracked directly in the project or account giving complete visibility into project profitability. Management has been able to help reduce the amount of time staff spends on unnecessary duties and administrative tasks, increasing overall productivity.
“A deeper understanding of our client relationships allows all of us to deliver better services and support to our clients,” said Marianne Caserta, Chief Financial Officer. “We knew we wanted an out-of-the-box solution but also wanted the flexibility of being able to customize it to fit our business to better serve our clients. The TimeLinx team worked tirelessly to ensure our satisfaction in an effort to improve the overall quality of the product for us and for future clients. Feedback from our team was welcomed at every step. Clients are the focus of Atrion’s business and we feel TimeLinx does the same for its customers,” Ms. Caserta continued.
Atrion has grown over 10 times in size and revenues since implementing TimeLinx and in turn has increased the number of TimeLinx licenses used by staff. “As our employees have become more familiar with the functions and features of the system, more and more have requested access to take advantage of the benefits it provides,” said Michelle. “TimeLinx has allowed us to scale our business and grow with our success. We look forward to continuing to use TimeLinx and look for ways to continue to improve both our internal operations as well as how TimeLinx can support our changing needs.”
“TimeLinx has allowed us to scale our business and grow with our success…”
Atrion is also integrating its ERP system using TimeLinx’s bi-directional integration tools. The new integration will allow Atrion to pass information from TimeLinx into the ERP for invoicing, and expand its client view to include financial, order and inventory information. Employees across the company from tech support to sales professionals will be able to see current account status giving a more holistic view of Atrion’s client relationships.
Marianne Caserta, CFO/Chief Financial Officer
Marianne Caserta and finances go hand-in-hand. Caserta began working with Atrion Networking Corporation in 1997 as Controller until her move to the CFO role in 2006. Over the years her responsibilities have progressed as the company has grown from a $5 million company to over $90 million.
In Atrion’s early days, Ms. Caserta was the entire accounting department doing everything from bookkeeping, to accounts payable, receivable and human resources. As the company grew, she was able to hire staff so that she could concentrate on her new role. Now, as CFO, Ms. Caserta directs the organization’s financial planning and accounting practices as well as the relationship with its lending institution, vendors and shareholders. She oversees the budgeting, accounting, tax and insurance activities for Atrion.
Dave Ramsden, CIO/Chief Intelligence Officer
Dave Ramsden is someone who keeps things running smoothly. For more than 15 years, he has positioned himself on the management side of leading-edge technology, not only effectively leading people, but also actively seeking out the best resources, systems and processes to service them, their business, and its customers. Mr. Ramsden joined Atrion in September, 2001, and after leading change in almost every aspect of the company since, he was named Atrion’s inaugural Chief Intelligence Officer in April, 2010.
As CIO, Mr. Ramsden is responsible for analyzing Atrion’s collected data and working with its internal leadership to enhance Atrion’s information systems, services, and overall efficiency. This intelligence is additionally utilized to support the planning and achievement of Atrion’s long-range business goals.
Established in 1987, Atrion is an IT Services Provider that designs, deploys and manages business-driven information technology solutions for AlwaysOn performance. With a dedicated focus on our clients, we accelerate business productivity and growth with full-scale customized technology solutions including: consultation, project management, training and education, telephony, software and application services, equipment procurement, local and wide area networks, and managed services. Atrion’s SMB division provides small and medium-sized businesses comprehensive IT and hosting services at a competitive price point and Atrion Carrier Services offers multi-vendor voice and data, network, consulting and contract negotiation services. For more information about Atrion, please visit www.atrion.net.
About TimeLinx Software
TimeLinx Software, Inc. was founded in 2001 to provide comprehensive time and project management functionality within popular CRM systems. TimeLinx’s various software products integrate time tracking, expense management, project management, resource scheduling, contracts, calendaring, and more to provide an integrated view of client relationships.
TimeLinx applications eliminate paper and multiple applications to streamline the processes of managing services in industries including manufacturing, consulting, technology, engineering, architecture and others. Additionally, TimeLinx manages complex rate and cost structure calculations using a proprietary Profit Optimization
EngineTM that auto-posts approved time and expenses into various ERP systems without re-typing.