Impact Handling

Discover how Pragmatiq implemented a Bespoke Quoting Solution and reduced admin time by 75%.

Konecrane vehicles parked in a loading bay

Impact Handling is one of the leading providers of material handling equipment in the UK. Supplying forklift trucks, warehouse equipment, heavy application trucks, and a vast range of other specialist equipment. The company has grown vastly since it was established in 1985 and they now have 13 depots strategically spread across the country and operate with sales teams in three separate locations.

Previous Challenges

  • Impact Handling relied on a system primarily for tracking leads, but impractical functionality led to reduced engagement and users resorting to spreadsheets
  • Data scattered across multiple platforms made tracking customer engagement, pipeline, and sales extremely labor-intensive
  • Reporting difficulties arose from data dispersed across various spreadsheets, hindering management’s clear overview of sales data
  • Inefficient quoting process and manual generation of supporting quote and order-related documentation such as proposals, order acknowledgments, and rental agreements
  • For every order, multiple documents were required to be produced; a time-consuming task which added to operational inefficiencies and left room for human error
Konecrane vehicles parked in a loading bay

The Solution

  • Pragmatiq gathered detailed requirements before designing, developing, and implementing a bespoke quoting solution
  • The new solution replaced manual workload, enabling sales teams to efficiently generate accurate and professional sales quotes
  • Sales consultants can configure forklift trucks across multiple franchises and models with desired configuration options, including complex finance calculations
  • Implemented a document generation tool to auto-populate data from Dynamics 365 into required documentation, enhancing efficiency
  • Introduced Power BI and created a management dashboard for increased visibility into quotes, sales orders, forecasts, and lost orders
  • Managers gained insights for making more informed strategic decisions and identifying performance trends across business units and depots
  • User training sessions were conducted towards the end of Phase 1 to ensure users understood CRM usage, benefits, and process improvements
Male operating forklift in a factory

The Benefits

  • Efficient quoting – Sales teams can generate accurate quotes quickly, saving time and increasing efficiency. The new quoting tool has reduced manual administration time spent on processing and generating orders by approximately 75%, cutting time spent from 8 to 2 hours, per month per consultant.
  • Single truth of the customer – Client data is centralised in Dynamics 365, accessible to all users in Impact Handling, This has improved efficiency, increased interdepartmental engagement, and enabled automation.
  • Enhanced management visibility – Microsoft Power BI consolidates data, facilitating insightful decision-making and performance analysis across all sales activities.
  • Connected departments – Improved internal communication and collaboration without traditional methods like emails, phone calls, etc. Users are also following aligned processes and working within one system, enhancing collaboration and cohesiveness across the business.
  • Transition from manual pricelists – Moving away from manual pricelists increases control and accuracy, ensuring pricing in the system is up-to-date and accessible to all sales consultants across business units.

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