Case Study: Sage CRM with RS Hydro

RS Hydro experienced incredible fast-paced growth which led to evolving business objectives. As part of this growth, the company decided to retire their standalone 15-year-old CRM system in favour for Sage CRM, an integration with Sage 200 and internal workflows. The key elements of their development project were to simplify the order raising process, ensure their new system mimicked some of their old processes and maintained a link to legacy data.  

• Industry: Engineering
• Company size: 11 – 50
• Sage product: Sage CRM

Who is RS Hydro?

Founded in 1997, RS Hydro is a multi-disciplined instrumentation company, who provide specialist expertise to tackle technological issues facing clients over a broad range of work in the water, environmental and industrial sectors. Over the last 20 years, the business has grown steadily. More recently, the company has seen significant developments. This has created the need for a CRM system that can support their shifting demands.  

Our approach

Sales Director, Michael Oswell, was clear on his requirements for the new CRM system, explaining that their old system “had been in place for 15 years, with many working practices built around it”. Michael added “our data had crept apart over many years and to realign was a known challenge when we entered the project, but easier to overcome with PKFs support and understanding”. 

The move to Sage CRM aimed to provide API integration with Sage 200 and their internal workflow system, simplify order raising, and reduce the number of pricing and product databases. Michael emphasised that “it was essential for the new system to mimic some of their old processes but tied in with our business objectives which were to simplify the enquiry to order process and provide a scalable platform”. 

Taking into consideration their requirements, it was decided that Sage CRM would be the correct product for RS Hydro. We had a team of 2 CRM Consultants, Peter Clark and Sufyan Iqbal, who worked on the roll out of their new system. 

Peter, CRM Team Leader, said “Due to the amount of bespoke work that our team was doing, it was important to give the RS Hydro project team early sight of the work that was being carried out. Due to the significant resource that RS Hydro were allocating to User Acceptance Testing (UAT), we were able to quickly validate our approach and identify usability issues, or misunderstandings about requirements early in the development process”. 

Peter and Sufyan used a variety of different communication channels throughout the implementation, which remained throughout UAT and the early stages of the system going live. Peter added that “this collaboration was a critical factor in the success of the project”.  

The result

All of RS Hydro’s business needs were met with the successful move to Sage CRM and the help from our dedicated CRM Support Team.  

Michael Oswell, Sales Director at RS Hydro, expressed his full confidence in PKF SCS: 

“Highly Recommend. Sufyan and Pete have been fantastic to work with – responsive and technically excellent, small issues and tweaks dealt with instantly, bigger improvements and enhancements understood and executed in good time, I have full confidence in them, PKF and future enhancements as our business continues to grow.” 

As Sage BMS Partner of the Year 2024 and Customer Success Partner of the Year 2023, we strive to provide the best experience for all customers. 

If you would like to discuss the RS Hydro Case Study in more detail, or if your company needs assistance switching to Sage CRM or any other Sage software, you can contact our dedicated team.  Call us on 01332 959 008 or use the enquiry form.