Improved Service from the IT Department
Acklands was founded in Winnipeg, Ontario, in 1889 by Dudley Ackland to manufacture and supply wooden goods for vehicles. Legally incorporated in 1905, the company manufactured and sold carriages, wagons, farm machinery and a vast number of goods and equipment.
Through growth and numerous acquisitions, Acklands grew to be Canada’s leading distributor of industrial products, serving a diverse customer base.
In 1996, Acklands was purchased by W.W. Grainger, a publicly-traded company and the largest industrial distributor in the United States with annual sales of $5 billion. Today, with headquarters in Richmond Hill, Ontario and over 160 branches from coast to coast, Acklands-Grainger (AGI) is Canada’s largest distributor of MRO (Maintenance, Repair, Operating) products with annual sales of over $600 million.
As a 2,000-employee company distributing more than 60,000 in-stock items annually through five regional warehouses to over 70,000 customers, AGI had outgrown its e-mail driven IT request form system that was housed in public folders on its server. It needed a more manageable, traceable method of processing and fulfilling equipment requests, account set-ups, and service requests.
The most significant challenge faced by the AGI IT department was assigning the work and then tracking its progress.
“We weren’t meeting SLAs and things were falling through the cracks,” said John Tzanopoulos, Manager of IT Operations, AGI. “I came from an organization that had a home-grown, written application on its database, so I knew what I thought we needed here. I was looking for something off-the-shelf to automate this system.”
A key criterion in choosing the request management system was finding a solution that directly addressed compliance issues. Integrify has a built-in capability that offers reporting and analytics that simplify SOX compliance.
“A lot of the audit stuff we have to do are random samples of approvals, random samples of proper access granted, and we’ve categorized certain requests in a way that we can easily pull them and validate individual managers’ approval dates and times whereas in the past all we had to show was an email saying, "Approved."
After evaluating a number of systems, the IT team determined that Integrify came closest to offering exactly what AGI needed.
While the number of requests has more or less remained the same post-Integrify as compared to before the implementation, AGI’s IT team is finding it much easier to fulfill and track the progress of each request, and requests are being processed much faster because their progress is so visible to all users of the system.
“We’ve combined a lot of separate task forms into one big form, as opposed to having a form for a phone request and another form for a user account and a form for this and a form for that,” said Tzanopoulos.
“We expected to see improved service levels, and we did.”
More than 200 employees at the company’s 160 branches are designated users of the system. Eight different request types are currently handled with Integrify and up to 150 individual requests are processed each month.
“It allows the end-users to go directly into the system and see where their requests are,” said Tzanopoulos.
The use of the old system by staff was erratic at best, making it difficult for management to create audit trails of the pricing information.
The original request management system was designed to be used only by managers within the organization. Now the AGI team has designed the form so anyone in the company can create one and route it to a manager for approval. Theoretically, anyone with an account on the AGI domain has access to the form. “If we show the customer the service level of improvement, they’ll have no problem in the future filling out a request form.”
“It’s changing culture and it’s catching on.”
The greatest return AGI has recognized is the increased speed with which requests are processed, as well as increased efficiency and accuracy, which has allowed its employees (the IT department’s end customers) to focus more time on serving the company’s customer base rather than worrying about technical glitches.
“You can pretty much use Integrify to automate any approval process. We’ve just chosen to focus on request management. Integrify has built-in a lot of the features that we, along with other customers, have asked for along the way,” said Tzanopoulos.
Although the current focus is on implementing Integrify for IT request management, AGI is exploring possible expansion into other business units that could benefit from automating their forms. The key to automation with or without Integrify is having a clearly defined process flow before you begin.
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