Case Study

Hydro-Chem Systems Inc. Saves Over 20 Hours a Week with CloudExtend Google Workspace for NetSuite

Customer:
Hydro-Chem Systems, Inc.

Industry:
Manufacturing

Headquarters:
Caledonia, Michigan

https://hydrochemsystems.com

Products used:
CloudExtend Google Workspace for NetSuite

Without a doubt, the implementation of CloudExtend Google for NetSuite was very easy and caused absolutely no disruption to production. I’m considering other ways to use technology and automation to master our customer journey because innovation is at the core of who we are as a company.
David Presley

President, Hydro-Chem Systems, Inc.

About

Employee-owned, Hydro-Chem Systems began in 1971 as a “one man, one machine” operation embracing the philosophy of providing low-cost, quality service to all of its customers. As the company grew, it became a commercial truck wash business with customers coming to its location to have their vehicles and heavy equipment cleaned. To accomplish this service it became known as Hydro-Chem Truck Wash. As the truck wash business expanded, some customers began to express an interest in purchasing the chemical cleaning supplies and washing equipment in order to wash and maintain their fleets when access to the truck wash was not readily available. To meet this demand Hydro-Chem Systems, Inc. was formed.

Background

Hydro-Chem Systems, Inc. didn’t use any app prior to implementing CloudExtend Google Workspace. The sales team would simply be asked to copy/paste all customer email communications within the Native NetSuite environment. All customer-facing teams relied on the sales team to copy/paste all relevant written email communication to NetSuite records manually and with minimal insight. Hydro-Chem Systems, Inc. has been so successful because they are agile and they approach everything in the most efficient and technologically-advanced way possible.

The Challenge

Different customer-facing departments were finding that all written communication records weren’t being attached to NetSuite files, or some (not all) of the emails would get attached to the NetSuite records. Finding a non-disruptive solution was something that the executive team took on, and they wanted a solution that would help the sales team, not hinder them. But the service team, customer service team, and other important customer-facing teams needed to have access to relevant email attachments and communications for an improved customer experience. Creating a culture that is not siloed is extremely important to Hydro-Chem Systems, Inc.

Within the last 60 days or so, we’ve added Autopilot which is a 150% improvement. We love the automatic functionality. Everything is just always there in the record for all customer-facing departments which improves our overall customer experience.

David Presley

President, Hydro-Chem Systems, Inc.

The Solution

With one-click, all customer-facing departments can easily attach written correspondence to NetSuite records with CloudExtend’s top rated email integration app. When Autopilot functionality is selected, even while the customer-facing teams are sleeping, important e-mail correspondence is getting attached to relevant NetSuite records. With little to no training, all customer-facing teams were empowered in dealing with customers because they had all important and relevant email correspondence in NetSuite records. The sales team was able to spend time creating more opportunities for the company, and the service team.

The Bottom Line

CloudExtend Google Workspace increases efficiency by reducing the manual effort required to keep both systems in sync. Hydro-Chem Systems, Inc. stayed true to a few of their core values: wowing their customers with each experience, and doing more in less time. With innovation and technology, not only can NetSuite users save time with CloudExtend, but it’s possible to create a wow-worthy consistent customer experience most of the time.

Show Buttons
Hide Buttons