How is OMICRON – a leader in designing safe and reliable testing, diagnostics and monitoring solutions for customers in the electric power industry – improving the customer experience while giving employees modern workplace tools to do their jobs more efficiently? It all started with a people-focused approach to transforming its legacy ERP system.

With higher-quality, integrated customer data, employees now have a 360-degree view of both customers and the supply chain, helping them deliver a higher standard of service. If a customer is looking for a specific type of testing equipment for their electrical power systems, OMICRON employees now know immediately whether it’s available, when it can be delivered, and can make recommendations in real time. This helps sales unlock new cross-sell/up-sell opportunities and allows marketing to target customers with personalised offers.

Employees at OMICRON are passionate about innovation. When it came time to replace the company’s legacy ERP system, they were ready to put that passion into action. With data held in separate siloes, employees needed real-time visibility into important data streams for stock availability, production and logistics. It was time for a change.

In an effort to implement modern tools and processes that deliver efficiency, insight and personalisation, OMICRON leaders expanded the scope of the ERP modernisation project to include a CRM upgrade, integrating production and logistics with customer insights. Their goals were clear: to set a new standard in customer and employee experience while building a solid, flexible foundation for future growth.