Case Study

TSG Ltd.
Extracting, formatting and delivering business
critical information
Case Study
TSG Ltd.

Company Details
TSG Ltd. is a young, innovative company that provides high quality IT
& telecommunications solutions to small and medium sized
businesses all over Ireland. With over 30 years collective experience
in the industry, TSG Ltd. is quickly becoming one of the country's
leading web hosting, network and telecommunications specialists.

Applications used
The Challenge
 SAP Business One
 Eliminate data anomalies
 ModernBill
 Remove non-value adding administration tasks
 Separate systems that don’t ‘talk’ to each other

Platform & Capabilities Used

The Solution
 BPA Platform
 Integrate SAP Business One with the finance systems
 Notifications & Alerts
 Removed non-value adding administration tasks
 Data anomalies eliminated  Data Integration & Synchronisation

Capabilities Used
The Results
 Customer notified of the progress of support issues
 Business processes automated
 Data is accurate and synchronised
 Ideas for future solutions to be rolled out within the
business

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Case Study
TSG Ltd.

The Challenge

Integrating SAP Business One

The telecoms industry is renowned for its competitiveness We had the need for the
and establishing a thriving business is extremely difficult. dynamic automation of
Yet through its experience, niche market focus and strong key administrative processes.
customer service, TSG Ltd. has created an enviable
This is the point that
reputation for delivering end-to-end solutions. TSG Ltd’s
initial interest in Codeless Platforms’ Business Process
Codeless Platforms’ BPA
Automation (BPA) Platform coincided with its migration Platform was introduced to
from Sage Line 50 to SAP Business One. us by our provider.

“We decided to move away from Sage Line 50, ACT! and a
help desk solution because of the problems multiple
databases can cause,” explained Sean Ware, Managing
Sean Ware
Director, TSG Ltd. “SAP Business One provided integrated
Managing Director
accounting, CRM and support desk functionality within the
one database application,” explained Sean Ware, Managing
Director, TSG Ltd. “However, like all primary business
applications, SAP Business One represented a static data
store and we had the need for the dynamic automation of
key administrative processes. This is the point that Codeless
Platforms’ BPA Platform was introduced to us by our SAP
Business One solution provider.”

 Data anomalies caused by human error

 Time spent on non value adding manual
processes

 Disparate systems

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Case Study
TSG Ltd.

The Solution

Integrating ModernBill with SAP Business

One This effectively meant
that an employee would
ModernBill is a critical business application for a hosting
have to commit half a day
specialist such as TSG Ltd. as it securely facilitates online
billing, automated billing and recurring billing. However, each week to manually
holding key financial data outside of the company’s transfer orders into SAP
accounting solution was an administrative headache for Business One.
TSG Ltd.

“With Sage Line 50 and SAP Business One there is no

integration with ModernBill. This effectively meant that an
employee would have to commit half a day each week to
Sean Ware
manually transfer orders into SAP Business One,” said Ware.
Managing Director
“The business impact of this repetitive data entry activity was
twofold. Firstly, 24 employee days annually were committed
to a non value adding process. Secondly, data entry errors
would occur which in turn would create further employee
administration and incorrect financial statements.”

 Integrate SAP Business One with

ModernBill

 Data anomalies eradicated

 Employee time saved

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Case Study
TSG Ltd.

The Result

The automation of key customer support

processes Removing the repetitive
process of informing
In technical industries, excellence in customer support is
customers that their support
critical to the reputation and growth of the provider and
TSG Ltd. place great emphasis on exceeding agreed call has been logged enables
services levels. Yet the physical process of customer the team to gain incremental
service itself creates a great deal of manual employee amounts of additional
administration that can detract from actual time spent on support time.
resolving real issues.

“Historically, when a support call was logged we would have

to manually confirm this with the customer,” said Ware.
Sean Ware
“Furthermore, customers would often call in to see the
Managing Director
status of their logged support request which would also
absorb valuable time from our support engineers.”

To resolve this problem, TSG Ltd. now use the BPA Platform
to automate customer notifications, informing them that
support issues have been logged. Providing this level of
customer support dynamically from SAP Business One has
had a substantial impact on employee productivity.

“Removing the repetitive process of informing customers

that their support call has been logged enables the team to
gain incremental amounts of additional support time,” said
Ware. “For a company of our size this is substantial
competitive gain.”

In addition to the dynamic notification of support calls

logged, TSG Ltd. is also using the BPA Platform to
dynamically inform customers when support incidents have
 Customers automatically notified
been resolved.
 Business processes automated
“Once again, by proactively delivering information to
 Data is accurate and synchronised
customers, we have reduced the number of inbound calls to
our support engineers and therefore removed further
administration,” explained Ware.

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Case Study
TSG Ltd.

The Result

TSG Ltd. and its future plans

As a relatively new user of Codeless Platforms’ BPA
Platform, TSG Ltd. has only just started to utilise the
products array of capabilities. However TSG Ltd. has
already identified a number of business areas that will
also benefit from automation. One of which is the
creation and delivery of marketing campaigns offering
new products or services by email.

“We also plan to use the BPA Platform to automate the

creation of support call issues within SAP Business One
which, in conjunction with our existing automated
processes, will streamline the entire support call issue
activities,” said Ware. “Codeless Platforms’ BPA Platform
delivers both a high monetary and productivity return to
our company. We view the product as an essential
extension of SAP Business One.”

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