XMA enhances its back-office capabilities with transformative ERP implementation.
What does this mean for you?
We understand that even the most exciting changes can bring many questions. XMA has prepared this Customer Information Page including important information for you and your team about our back-office ERP transformation.
Currently, you’ll find:
- Information on engaging with XMA.
- FAQ – Customer Q&A.
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FAQ – Customer Q&A
XMA enhances its back-office capabilities with transformative ERP implementation.
Q. Why did XMA undertake this back-office ERP transformation?
A. “The investment in our ERP implementation is the final piece of the transition process from Westcoast, as a separate entity. We have our own digital strategy and transformation programme which is designed to drive enhanced customer experience and value.”
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Q. What does the back-office ERP transformation entail?
A. “We have invested significantly in a market leading cloud ERP solution, namely Microsoft Dynamics 365. This gives us the capability to deliver a wealth of improvement, including but not limited to, anywhere / anytime access, the latest security and an industry leading approach to data architecture, which we will drive hard, to offer customers more insight and value than we do today.”
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Q. What are the key impacts of this back-office ERP transformation for me?
A. “We will become a more responsive and agile partner able to better serve your needs in the fast-evolving world we live in today. From when we plan to go live, we need a few days ahead of this to prepare and your account managers may need a little time to organise delivery schedules and services, once we go live.
For our customers that have not bought from us recently, there may be an element of onboarding to our new systems, but rest assured, this effort will be minimal as we have securely retained key information in line with legal obligations, to ensure this is fast-tracked. At this re-engagement we will also take the opportunity to answer any questions you may have and ensure that you are able to fully take advantage of all the excellent services we offer.”
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Q. What will XMA’s product & service portfolio look like?
A. “XMA’s product and service portfolio remains unchanged. Our access to the best products, stock and prices remains the same. If there are any additional questions or products or services that you require, please as always, reach out to your account manager who will be happy to assist.”
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Q. What changes should I expect in how I work with XMA?
A. “As a valued customer, you can work with XMA in the same way, should you wish. Our capabilities are getting broader and deeper as a result of the ERP implementation, and we will engage with you, at the right time for you, how you can take advantage of these capabilities and additional services.”
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Q. Are there any other major changes in XMA’s development roadmap?
A. “We are on a journey around our own digital strategy, and this includes more digital services in the future, all geared towards customer experience and giving you, the customer, access and power to drive engagement with us in the most efficient ways possible. Watch this space!”
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Q. Will XMA be able to continue to deliver the same level of support with the new ERP?
A. “Yes. There are no changes to your account management teams and the support structures that you currently enjoy with us. Actually, our goal is to offer you more and better support as a direct result of our modern, industry leading platform.
Our capabilities to deliver even greater customer outcomes are going to increase, including faster services, more automation, higher system availability and enhanced digital / customer engagement.”
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Q. Who should I contact for Account queries?
A. “Please continue to talk to your account manager. If you are unsure who your account manager is, then please contact us on 0115 846 4000 or info@xma.co.uk.“
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Q. Who do I contact for support inquiries?
A. “Please continue to engage with the support contacts that you already have. If you are unsure, then please contact us on 0115 846 4000 info@xma.co.uk.“
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Q. What if I can’t get hold of my account representative or wish to provide general feedback?
A. “Please contact us on 0115 846 4000 or info@xma.co.uk. We are eager to support you and always keen to understand and act upon feedback.”
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Q. How can I learn about the additional benefits the back-office ERP transformation will provide?
A. “The first port of call will be to talk to your account manager who will be happy to organise relevant conversations within XMA, based on your specific area of interest. We can walk through our plans to enhance customer experience and how we will use digital tools to accelerate this.
We are also in the process of setting up ‘customer forums’, and we’ll be keen to invite as many customers to this as we can to ensure that we continue to build solutions that make the most positive impact for you.”
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