Case Study: Transforming Customer Experience Through Seamless System Integration - Hills Group
- Rhea Ramkhelawan
- Oct 24
- 3 min read
Executive Summary
Verelogic IT Solutions successfully delivered a comprehensive system integration project with Hills Group, transforming their customer quote management system from a collection of disparate point solutions that required manual intervention into a fully automated, integrated platform.
This transformation journey resulted in seamless real-time connectivity between multiple business-critical systems, dramatically improving operational efficiency and customer experience.
This case study examines the challenges the Hills Group faced in delivering a seamless customer experience and how, in collaboration with the Verelogic IT Solutions team, they successfully implemented a technical transformation that simplified service delivery.
Introduction
About Hills Group
The Hills Group was established in 1900 with a broad and successful portfolio of environmental and construction services, including recycling and waste management, quarrying of aggregates, production of ready-mixed concrete, and building new homes.
The Hills Group prides itself in contributing significantly to the regional economy and caring passionately about the environment.
Their waste management division aims to deliver reliable and hassle-free services, making sustainability easy for their customers in the communities they serve.
About Verelogic IT Solutions
Verelogic IT Solutions is based in the UK and has over 30 years of experience. It offers a wide range of IT consultancy, support, and development services tailored to solving technical and operational challenges in various business sectors.
Verelogic develops solutions that enhance efficiency, productivity, and overall operational effectiveness. From new application development to ongoing support and problem-solving, Verelogic's experts are dedicated to building, maintaining, and innovating IT systems that align perfectly with your goals.
The Challenge
Hills Group had multiple front and back-end systems including, an online customer quote builder and order application, which provides customers with a quick and easy way to buy, but had limited backend capabilities and presented several order processing challenges:
Manual Processing Bottleneck: While customers could create orders online, all requests required manual intervention to transfer data into downstream systems.
Disconnected Systems: No integration between the front-end customer portal and back-end business systems.
Legacy Technical Debt: The existing WordPress based solution had structural issues and gaps left by previous third-party developers.
Complex Multi-System Environment: The business relied on multiple stand-alone systems including:
Customer-facing website and quote builder
Payment processing system for credit card transactions
CRM system for customer records and order tracking
Resource scheduling system for delivery logistics and booking management
The lack of integration meant that when a customer ordered a service, staff had to manually process the request across multiple systems, resulting in inefficiencies and a potential for errors.
The Solution
Hills Group made the strategic decision to bring their IT solutions in-house and partnered with Verelogic IT Solutions to provide both ongoing support and specialised technical expertise.
Verelogic's approach focused on:
System Integration: Developing robust API connectivity to link the front-end quote builder with back-end business systems
Platform Enhancement: Improving the existing WordPress environment without complete rewriting, making it more robust and reliable
Multi-System Orchestration: Ensuring seamless data flow between:
Payment processing systems
CRM for customer management
Resource scheduling for logistics coordination
Results and Impact
The Verelogic team, working with Hill’s in-house IT team, were able to achieve the following results:
Operational Transformation
Eliminated manual data transfer processes
Achieved real-time system connectivity across all platforms
Created seamless customer experience from quote to delivery
Technical Excellence
Robust, stable front-end platform
Reliable API integrations connecting multiple business systems
Enhanced system performance and reliability
Business Continuity
All improvements delivered without disrupting live services
Maintained full operational capability throughout the transformation
The Partnership
Verelogic IT Solutions prides itself on having a flexible partnership model, and with the Hills Group, we were able to provide additional technical resources when needed.
With our specialised expertise, we were able to apply added deep technical knowledge through ongoing collaboration.
Stephen Clark, IT Project Delivery Manager, Hills Group, remarked on the project,
"The technical understanding was very good, excellent, in fact. I think the fact that they were able to understand what was wrong, being able to turn things around relatively quickly... they understand what we want. They're able to give us what we want and provide that burst capacity and the technical skills that we don't have in house."
Key Success Factors
Deep Technical Understanding: Verelogic's team quickly identified and addressed underlying technical issues
Collaborative Approach: Working effectively within a complex multi-vendor environment
Pragmatic Solutions: Enhancing existing systems rather than costly complete rebuilds
Reliable Delivery: Consistent performance leading to multiple contract renewals
Business-Focused Approach: Understanding business objectives and delivering measurable improvements
The successful completion of this integration project established a foundation for Hills Group's continued digital transformation, with scalable systems capable of supporting future growth and enhancement initiatives.
For more information about how Verelogic IT Solutions can transform your business systems and processes, contact our team today.
Email: info@verelogic.com
Telephone: 01793 513844
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