Network & server installation, configuration & support in Norwich, Norfolk
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Complete IT infrastructure upgrade
Ongoing service and support contract
Managing customer relationships
Sage’s contact management software, ACT!, is central to Raepak’s business. “We use it to store and access all our customer data: contact details, correspondence, quotes produced, orders and so on,” explains Andrew. “I wanted to find a supplier who was familiar with ACT! so they could help us with troubleshooting – dealing with Sage on our behalf if need be. Also, we were working in a terminal server environment [where software is installed on a central server], but it was slowing us down too much.
Raepak approached their incumbent supplier for a quote, as well as three other suppliers, including Onyx. “I explained how we used our system, and asked them what they would recommend if we had nothing in place – a ‘clean slate’ solution that would set us up for the next three to five years,” says Andrew. “On the support side, we wanted a partner who would be there for all our IT needs – not just reactively, but also suggesting new ideas to tighten up our processes or make improvements.”
Through questioning
As the tender process unfolded, Onyx emerged as the front-runner. “I met sales consultant Paul Davis from Onyx, with whom I got on very well,” recalls Andrew. “I was impressed with the depth of questions asked about what we needed our system to do for us, and how it should operate – instead of imposing a generic system on us. I outlined my own technical background and explained that I really needed to understand what I was getting. I also visited Onyx’s premises to see how they operated and to meet with the directors. All the responses were both full and business-like, but nevertheless friendly, and I felt very comfortable.”.
