MicroGroup Reduces Order Cycle Time and Improves Customer Service With MAPICS SyteLine ERP
MAPICS, Inc., a leading global provider of enterprise solutions for world-class manufacturers, announced that MicroGroup, a precision metal parts fabricator for the medical industry, chose MAPICS SyteLine ERP to integrate its systems and improve its reporting and customer service capabilities in order to meet ISO customer service requirements.
MicroGroup, as many other midmarket manufacturers, needed to meet their customers’ demands for timely order information and capability to order complex custom parts over the Internet. The company looked for a solution that met its more immediate needs to integrate and standardize their system, but also had the flexibility to accommodate future Web-based initiatives around customer service.
After evaluating approximately 40 products, MicroGroup chose MAPICS SyteLine ERP. They preferred SyteLine’s Microsoft architecture and compatibility, as well as its capability to integrate the enterprise’s reporting and ordering requirements.
MicroGroup’s benefits reach various aspects of the enterprise. The integrated system allows the company to access detailed sales and financial data and has facilitated a collaborative working environment. Orders that used to go from customer service to the shop floor in days now go in two hours. Customer service representatives can access real-time customer data and answer customer inquiries quickly while viewing historical order data. Capabilities such as this helped MicroGroup earn their ISO designation.
“Our customer service representatives can now not just answer customer inquiries, but create sales and enhance the customer experience,” said Bill Hulbig, President, CEO and Founder, MicroGroup. “Our integrated systems give them a better opportunity to communicate with the sales team and increase customer satisfaction.”
The company looks ahead to increasing its ordering and customer service capabilities on the Web, giving customers the opportunity to order much of their highly customized products online. They also want to offer customers the capability to view order status. They have selected MAPICS CRM and MAPICS Business Intelligence for SyteLine to help develop and implement those capabilities.
“We are delighted to provide the integrated manufacturing solutions that will enable MicroGroup to streamline operations, reduce order cycle times and reinforce its commitment to superior customer service,” said Tom Westerlund, Vice President of Solutions Management, MAPICS. “We applaud MicroGroup’s commitment to utilizing technology to better understand their customers and competitively offer the products and services their market demands.”
About MicroGroup
MicroGroup, Inc. was founded in 1971 by William Hulbig as a micro-welding job shop and has grown into the recognized leader in high technology tube production, fittings, valves, and unique tools. In 1996, the company’s quality systems earned the Certificate of Registration for ISO Compliance. MicroGroup currently maintains one manufacturing facility in Medway, MA. Markets served include medical, aerospace, commercial, laboratory, and a variety of industrial applications. In 1999, MicroGroup became FDA registered.
About MAPICS
MAPICS is a leading global solutions provider focused exclusively on manufacturing. Building on more than 25 years of industry experience and proven success, MAPICS helps manufacturers be world class by gaining market share, operating at peak efficiency and exceeding customer expectations. MAPICS solutions include software-extended ERP, CRM and supply chain management-and professional services. The solutions are implemented on the two industry-leading technology platforms-Microsoft and IBM.
Headquartered in Atlanta, MAPICS has implemented solutions in more than 10,000 customer sites in more than 70 countries. For more information, visit www.mapics.com .
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