Case Study

Transforming systems without disruptions
Originally established in 1956 as Lift
Truck Sales & Service Corporation,
Hugg & Hall had its beginnings asa small distributor for an industrial
forklift manufacturer. Since its
purchase in the 1990s by John
Hugg and Robert Hall, it has grown
to one of the most successful
small businesses in the southern
United States. Employing 600+ workers, including 200+ skilled
technicians, the company offers industry-leading equipment forsale or rent from Toyota, Bobcat, Crown, Taylor, Doosan, JLG, andother respected brands.

The challenge

Having expanded substantially in recent years, Hugg & Hall had
outgrown its manual, paper-based processes, including field
services administration, logistics support, payroll, and othercritical workflows. Office procedures and customer service lacked
efficiency, and information flow was no longer timely. Lack of realtime information access, along with delays in communication, werenegatively impacting customers and employees, and human error
was disrupting operations.
With their good name and reputation to uphold, Hugg & Hall needed
to implement an integrated, digitalized system to transformoutdated workflows into a 21st century, holistic business solution.

Key issues:
Inefficient administration andexecution of field services andbusiness processes
Inadequate support for repairs
due to information lag to obtainspare parts
Delayed dispatching and poor
communication from the field tothe office
5+ days from work-ordercompletion to invoicing
Negative impact on customer
and employee experience

Xalt takes us way beyond just a digital mobile work order environment. It makes ourbusiness systems more interactive and user-friendly in a modern skin. This is huge!”- Chris Shields, Vice President Product Support, Hugg & Hall

Xalt, beyond streamlining some of those processes, alsocreates control. It gives us the ability to control what
information we really need and frankly puts the employee in agreater position of success with minimal chance for error.”- Chris Shields, Vice President Product Support, Hugg & Hall

The solution

After examining a variety of products, Hugg & Hall selected Hexagon Xalt Solutions to upgrade its business workflows andfield operations. Customized for its specific needs, Xalt was used to digitalize the company’s manual, paper-based processes,
transforming its business systems without disrupting its familiar work environment. The Xalt app auto-populates essential datawith every work order, enables status updates with the press of a button, and yields nearly error-free information. It also adds userfriendly, easy access on mobile devices, so real-time communication is seamless from the office to the field. This results in efficient
work order completion, faster invoicing, easier business administration, and overall improvement in operations across departments.

XaltSolutions’impact:•Positive impact on multi-department interactions and data integrity•Faster, more efficient processing of work orders and other tasks•Checks and balances on every piece of data collected•

Almost immediate invoicing and improved cashflow•Accelerated company growth without added labor overhead•

Substantially improved customer and employee experience

Problems

Need

With Xalt Solutions

Inefficient administrationand execution of field service

Better dispatching andcommunication from thefield to the office

Digitizing highly manual andpaper-based processes; makechanges to workflow easily

Digitizing the field process

Making business interaction
system user friendly and easilyadaptable to work environment

Poor support for repairs withparts and timely info
Delayed dispatching and poor
communication from the field
to the office
Error filled, inefficientpaper-based processes
15+ days WO completion toinvoice

Needed to improve safety
Needed to be easy forcustomers to do business with

“Business processes are faster,
more efficient, accurate, andeasier to execute”
Efficiency across multiple
departments

To learn more about Xalt Solutions and how we can resolve your most challenging workflow processes,
visit us at http://www.hexagonxalt.com.
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