Case Study: Champions Machine Tool Sales

Business Situation

Champions Machine Tool Sales has been operating in Houston, Texas since 1981. It became a distributor and Factory Outlet for California’s Haas Automation in 1997, which sparked expansion into Central Texas. With over 30 employees, the company is well-regarded for its dedication to customer satisfaction and excellent ongoing support for its equipment. Champions has been a client of Single Source Systems, Inc. since November 2015, and Business Manager Toma Harrison was kind enough to share their story.

Challenge

Champions began searching for a new technology partner in 2015 in order to unite its operations, which were running on three separate systems – one for sales, one for service, and a third for accounting – which resulted in extensive manual compiling. Each team did not have full insight into the others’ activities; for example, the sales team kept track of all of their contacts and appointments separately, so the service department was not necessarily in sync. Likewise, the sales reps did not always have immediate access to updates about a service issue. Both service and sales lacked visibility into accounting, except for a basic, manual spreadsheet of accounts that were behind on payments.

Champions’ main priority was finding a way to facilitate better collaboration between its departments. Harrison noted that it was very difficult to find a solution that encompassed everything: CRM management, service software, and accounting

Solution

Once Champions learned about Infor Service Management (ISM), the great fit became clear immediately. Given the company’s internal focus on customer satisfaction, it was important to identify a partner that also prioritized relationships, and they found that in Single Source.

“We are really big into customer service to our clients, and we have almost 40 years of being #1 in customer satisfaction here in Houston. We chose Single Source because we felt they could give us that.”

– Toma Harrison, Business Manager, Champions Machine Tool Sales

In order to unite its systems, Champions opted for:

  • Infor Service Management
  • Infor Service Management Mobile
  • Customs integrations to HAAS, the manufacturer of CNC machinery, which Champions sells and services

“It was intimidating going into this upgrade because we are a small company, with about 35 employees at the time and not much of an IT department. We really didn’t know what we were stepping into until we got halfway into the journey, but having Single Source there along the way was a huge bridge for that gap, and the developers and customer support answered all the questions we had. Our implementation manager really took care of us and asked a lot of questions that we wouldn’t have known to ask and really dove in deep and helped us along the way.”

Results

Champions is satisfied with its new, all-inclusive system. Harrison praised ISM’s ability to unite all business units and allow significantly better access to data. As can be expected during any implementation process, there were some bumps along the road, but Harrison highlighted the fact that Single Source’s team was always there for them, expressing gratitude for the partnership, overall smoothness of the integration, and the benefits that have been realized.

“ISM has allowed us to understand how to manage the company better,” Harrison said. “Having all of the data available to us – and being able to automate those numbers and drill down to know exactly where they’re coming from – is so valuable.” He highlighted the performance metrics and ability to monitor individual performance, which both help with addressing issues before they become larger problems. Also, the Critical Numbers dashboard has become a beloved feature among management. “Our service manager raves about it,” Harrison explained. “Now he has so much information available at the click of a finger. It’s exciting for him and the management team to be able to act on it.”

Champions developed a close relationship with the team at Single Source. Harrison said, “Every time I pick up the phone or email there’s always someone there who can give me an answer within a fair time frame. Even when they’re on vacation, they always communicate which to us is everything. I can’t speak highly enough of the whole team there at Single Source and how they have helped us out.”

The new system also had a role in helping the company bounce back from the catastrophic Hurricane Harvey that hit Houston in August of 2017. According to Harrison, “It definitely was a positive having the system in place because the departments were better poised to communicate. I think we were better prepared to deal with the ensuing months of service that needed to be scheduled. In essence, it helped us all be on the same page instead of trying to piece together a portrait of what was going on from three different systems.”

Champions has recently upgraded from ISM 5.1 to ISM 5.2, which comes with new quoting functionalities as well as GPS tracking of service vehicles. Looking toward the future, Champions is excited to continue exploring the features available to them.

“I see the growth potential there, absolutely. Now we are comfortable enough to where we can start diving in and utilizing some of these features that can help us move forward and get better data to our managers and make our employees more efficient. It’s just a matter of time before we will be able to realize more benefits from these capabilities.”

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