Scaling smart: Hitechniques’ Journey to 80% Time Savings

The challenge: Managing disconnected sales, CRM, and accounting systems 

Hitechniques' commitment to exceptional customer service has driven steady growth but as the business expanded, managing day-to-day operations became increasingly complex. The team juggled separate software for sales, accounting, and CRM, alongside multiple Google Sheets running custom automations.

“When you only have a few customers, that’s fine,” says Dariusz Liszka, General Manager at Hitechniques. “But once you’re dealing with thousands, it becomes impossible to manage. We were duplicating data everywhere. It took too much time and increased the risk of errors.”

Each hire, license renewal, and service job required manual re-entry across multiple systems. Knowing this wasn't sustainable, Hitechniques set out to find one central system where everything could live under one roof.

The solution: Choosing Intact iQ for business unification

After two years of evaluating alternative solutions, Hitechniques chose Intact for their planned, consultative approach to implementation projects, and their highly configurable end-to-end ERP platform. The ability to tailor the system while maintaining stability and reliable updates was a key differentiator. Seamless ecommerce integration then sealed the decision, later delivering an estimated 80% reduction in online order processing time.

Implementation: Phased rollout with 3,000 customer migration

Moving 3,000 customers and 8,000 contacts to a new system was a major undertaking, but careful planning made it successful. The project team started by asking what was working and what needed fixing, allowing them to map out their processes properly before moving any data.

"The key was not to rush. We implemented in stages so the team could learn as we went." Dariusz Liszka, General Manager, Hitechniques

Rolling out the system in this way kept the business running smoothly, allowing sales, accounts and the CRM to go live first and then, once those were stable, adding hire modules and automations. The old systems stayed accessible as a backup while they tested everything, and some automations were switched on gradually to protect daily operations. With strong support after go live, the team quickly gained confidence and the implementation stayed on track.

The results: 80% time savings and improved operations

• Centralised system creates single source of truth: Centralising every department in iQ transformed visibility and accuracy across the business. "The way Intact iQ connects documents and related records is incredible; you can trace anything in seconds," says Dariusz.
  
  
• Enhanced data analysis and reporting capabilities: For Dariusz, access to data has been one of the biggest game-changers. "Workflow queries let you do whatever you want with data. I'm a big fan of analysis, and it's so easy to get to the bottom of any question."
  
  
• Automated workflows streamline operations and eliminate errors: Automated workflows now manage service reminders, calibration alerts, and license renewals, dramatically reducing admin work and eliminating errors across the business. On the ecommerce side alone, the impact has been substantial:

  "We've saved about 80% of the time spent processing online orders and customers no longer have to call about out-of-stock items." – Dariusz Liszka, General Manager at Hitechniques.

  Online sales that once took 30 minutes to process now take under 10, a dramatic improvement that has transformed the entire order fulfilment process. What used to be a manual, error-prone task requiring staff to jump between multiple systems is now a streamlined workflow that happens seamlessly in the background, freeing the team to focus on delivering exceptional customer service.

• A unified platform increases team engagement and visibility: Bringing all departments onto one platform improved both engagement and collaboration. Shared dashboards have created transparency and accountability across the team.

  "People are more engaged with CRM now because it actually works," Dariusz explains. "Before, having to update customer data in three systems meant more often than not, it didn't happen. Now it's easy. Staff can see live sales, payments, and progress. It gives their work more meaning; they see how their efforts impact the business."

• Professional invoicing improves customer experience: The transformation extends to customer-facing materials as well. "Our invoices used to be plain PDFs. Now they're branded, professional, and include thank-you messages and review links."

Future growth: Expand integrations and customer portal

With Intact iQ embedded in daily operations, Hitechniques is extending courier integrations to automate booking from order to dispatch. The company is also preparing the customer portal so clients can view statements on demand, reducing inbound queries and saving time for the team.

Progress is continuous and practical. As processes mature, the team uncovers fresh efficiencies and accuracy gains, building on automation and easy access to data.

Intact is also strengthening company culture and alignment through its shared dashboards, which make performance and cashflow visible, and helping colleagues connect day-to-day work with business outcomes and purpose.

3 lessons for successful ERP implementation:

1. Preparation beats speed every time: “Sit down with the people who know your processes and write them down. We emailed everyone simple questions: what do you like, what do you not like, and what should change. Do the preparation well and don’t rush. Make sure the structure in the new system is ready before you move data.”

2. Alignment is everything: “This is not a job for one person, even in a small company. The most important thing is that both your team and your software provider understand each other. If there is any misunderstanding, it creates problems later. Take the time to align and set things up properly.”

3. Push through the doubt: “There will be moments when you think it was a bad decision. That is normal. Keep going and you will see the positive impact in the end.”

A strong software partnership delivers scalable growth

With Intact iQ in place, Hitechniques has gone from juggling multiple systems to running a single, connected operation, one that can scale without losing the personal touch that's defined the business for over 35 years.

"Everything's under control now," says Dariusz. "The support has been excellent, and we feel truly looked after. That confidence flows through to our customers and that makes all the difference."