 |
|||||
 |
Case Studies
For over 2 decades, Circuit Lighting, Inc. has been a market leader in the entertainment lighting and production world. They have become entrenched and grown consistently in the lighting industry by extending professional, courteous service, utilizing a highly trained, reliable, multilingual staff and a vast inventory of superior equipment.
As Circuit Lighting continued to grow, they became increasingly frustrated with the quality of event industry software they needed to run their business. They had previously worked with no less than 3 software products, none of which was able to meet their needs for a cohesive solution that would allow them to manage all aspects of their business within one system. As a result, different processes critical to running the business were on different systems, creating real problems with operational efficiency and a serious potential for negatively impacting customer service and response time. For example, in fielding the hundreds of calls received each day from new and repeat customers requesting availability information, callers would commonly be put on hold or have to be called back. The staff would have to physically check inventory and jobs lists to make sure requested items were available, and then get back to the customers. Circuit Lighting prides itself on its responsiveness to customers, so they did not want their customers to have to stay on hold or wait for a callback. In addition to the unwanted hold time for customers checking availability, there was the additional problem of scrambling to rectify inventory over-commitment issues. This created even more of a strain on staff resources, not to mention other expenses associated with having to fulfill expectations in cases of over-commitment. Key criteria established by Circuit Lighting in their search for a more comprehensive event software package included:
As Bill Quirk, Operations Manager for Circuit Lighting, put it, "We did not want to invest in a program with a company that will not exist 2 years from now. It was critical to work with a vendor who offered a system that would let us do everything we needed to do to run our business efficiently, and had dependable, readily available customer service and support." After an exhaustive selection process, Circuit Lighting chose IntelEvent software, and has not looked back. "Our need to have everything work cohesively within one system is fully met with IntelEvent Express", Quirk said. "We needed a dependable vendor, with real customer service and support, and stability, and that is exactly what we have with IntelEvent." Implementation of the IntelEvent solution streamlined operations immensely for Circuit Lighting. The ability to handle customer enquiries and inventory status automatically, rather than manually, freed tremendous time for the warehouse and customer service teams, and made them much more productive. Circuit Lighting can now generate proposals within 15 minutes, instead of the 2 to 3 days average time it was taking before the IntelEvent system was implemented. This turnaround time is much more aligned with the company’s key focus of customer responsiveness. An additional benefit Circuit Lighting discovered was the improvement in their ability to handle last-minute requests. Having real time access to accurate inventory information enables Circuit Lighting to respond almost immediately and help their customers with their emergency needs. The operational efficiencies and resource savings made possible by
the implementation of IntelEvent Express has freed additional time for
Circuit Lighting to devote to bringing in new customers, and to enhance
even further the above-average level of service and response time for
their existing customers. |
 |
|||
 |
|||||
