Midco Print & Packaging is a specialist in the design, printing and supply of labels and packaging used in many departments of the NHS. Midco supplies over 500 major hospitals in the UK and Ireland with items such as tags and forms which are used in X-ray, Pharmacy, medical records and many other Pathology departments.
In order to deal with so many different customers, Midco uses Shuttleworth Business Systems' Management Information System (MIS) and its Customer Relationship Management (CRM) software. This allows them to organise and network customer information, making ordering, printing and buying a more efficient process.
The Challenge
Julie Snodin, General Manager at Midco Print & Packaging, explains why Midco opted for Shuttleworth's MIS. "One of the biggest challenges for any business like ours is to manage high volumes of smaller run items, efficiently and profitably".
"Midco needs MIS programmes that are versatile and that can provide essential customer data and live information. Knowing your customer, their buying patterns and history, is vital to ensure that margins are maintained, especially when over 80% of orders placed are smaller runs," added Julie.
The Solutions
Midco supplies over 500 major hospitals with specialist products throughout the UK and has seen business in Ireland dramatically increase throughout 2014.
Julie describes how Shuttleworth MIS has facilitated many of the requirements that support Midco's specific needs. "The NHS is heavily networked and we can receive enquiries from many different NHS sites and departments at any one time. Midco has access to this NHS network and our Shuttleworth MIS has allowed us to collate, cross reference and store this important data. With many clients and numerous jobs occurring simultaneously this organisation is crucial for Midco".
Julie explains how using MIS has improved the management of these jobs, "Shuttleworth's flexible MIS allows every detail of a customer and job to be logged using an 'events system'. All data is controlled by date priority and the system gives live reports, reminders and updates by highlighting predetermined 'events' such as proof status and delivery due dates which we can act upon immediately if the need arises."
Shuttleworth's CRM software also ensures Midco operates to the highest level of customer management possible; "guaranteeing that we are aware of all cost estimations and delivery - essential for a busy operation like ours", added Julie.
Shuttleworth aims to fully understand each business and their individual requirements implementing suitably tailored software all backed up with effective training and support. Julie describes her experience of Shuttleworth's training and instruction; "Their adaptable approach to MIS requirements and our specific care was invaluable; we received full support with on-site training and first class guidance from the off-site team."
The Benefits
Julie summarised her satisfaction, "We have the operation of MIS down to a fine art now, and once you have learnt how to use the software it is extremely intuitive. Continual support is provided for all users of the system and regular upgrades ensure we remain fully responsive to customer needs and retain our competitive edge. The on-going partnership with Shuttleworth is paramount to helping us to maintain our high standards of efficiency and customer service".
The Results
Julie believes that The Shuttleworth MIS has been invaluable to Midco's continual success and in 2014:
Order levels were up by 8%
Profit increased by 2-3%
Customer numbers increased with significant new growth in Ireland
Estimating times are halved, allowing more accurate, speedier responses
Monitoring 'Customer Events' has increased overall efficiency and given a better level of customer service
CRM gives historical customer records such as buying patterns and previous order history. Midco can make sound, proactive business decisions based on 'real' information.
