The challenge

The previous billing system that Primo used was Inomial. It was enough to cover their billing processes but the company had to work across multiple systems to cover all other workflows like customer sign-ups, job scheduling, ticketing, etc. All these processes required manual entries and were really time-consuming. As we all know, manual entries are prone to errors, so it was a process of duplication of efforts.

Another pain point of Primo was scalability. One of the systems that were in use was not being updated and had almost no support. This meant they were not flexible enough to offer customers all the services they wanted, holding back Primo’s growth.

The decision process

At the end of 2020 we sent an introductory email to Primo’s managing director and founder, Matt Harrison, offering a demo of the Splynx solution. Since Primo was already an established large company they had some concerns about switching to another solution as it would require a lot of effort and they had to see real incentives for this migration.

They decided to talk to one of our customers, Wireless Nation, about how Splynx was working for them. After combining all feedback their initial concerns were resolved and they decided to migrate to Splynx.

Another concern was that Splynx’s support hours are partially outside of Primo’s working hours. However, this hasn’t been an issue yet.

The result

Since Primo was an established company the complete transition was not possible without the development of custom modules to meet all their requirements. Splynx offered to complete this customization and the development of the initial modules took around 1 month in total. We developed the required bank connectors and saving forms, added a Xero journal export feature to the existing add-on, integrated their payment system and Talk2 add-on for Voice services.

A key area in terms of time-saving has been within the support department. June is usually the busiest time of the year for Primo and they have been down one person in their small helpdesk team. They managed to get through the month proving to them, within the nine months of using Splynx, how much more efficient their system is. Thanks to the Splynx helpdesk there is now less duplication of information, fewer mistakes, and a smoother workflow.

Another big improvement has been the automation of the customer onboarding process. It is now three times faster due to the customized sign-up form that Splynx has created for their company. This creates the customer’s account and lists the tasks that need to be done for sign-up. It also allows customization of the form depending on the type of customer – wireless, fibre, residential, or business.

Primo also took advantage of the Splynx customer portal which enables their customers to process online payments and get easier access to their information, like usage and VoIP phone records. Their customers started to raise support tickets from the Portal which streamlined the communication with their customers as well.