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Epicor Customer Excellence Awards 2016: Why Applying Can Transform Your Business

Last year was the inaugural year for the Epicor Customer awards in EMEA, with two winning UK companies in three different categories. A year on, we revisit winners Hayward Tyler Ltd and look at how winning has made a difference to the company.

If you'd like to apply yourself this year, and see how an Epicor customer award can positively impact your business, nominations are open until June 1st. Nominations are open to Epicor customers who have implemented an Epicor business software solution in the last 24 months.

Last year's winners will be part of the judging panel for this year's awards, so take a look below to see what they entered with and what they are looking out for this year.

Last year's winners were:

  • Investment in Apprentices: Xtrac. Xtrac had 15 apprentices in an area of the business totaling 140 people. The company invested in STEM ambassadors in schools and also employed a devoted Apprentice Co-Ordinator.
  • Business Transformation: Hayward Tyler. A culture of continuous improvement and workforce engagement led to a raft of awards, orders up from £18m to £31m, average delivery days late down from 173 to 3, and a share value up 500%.
  • International Expansion/Exports: Xtrac. The company has a Queen's Award for export and consistently derives 70% of its revenues from exports. The business already has agents on the ground in China and has its sights set on further expansion.

Focus on: Hayward Tyler Ltd: business-changing transformation

Hayward Tyler designs, manufactures, and services fluid-filled electric motors and pumps for high-pressure, high-temperature applications and environments across the global energy sector. Last year they won in the category of business transformation, sharing a story of true business transformation.

Keith Herring, Head of IT, at Hayward Tyler, told us about his company's entry, what it meant to them to win, and what he'll be looking out for this year in his position as awards judge.

In 2013, we were close to going out of business. We had almost £1 million in warranty claims and in some cases were over 170 days late delivering customer orders. However, through a dedicated turnaround team that galvanized the whole company and introduced systems to succeed and deliver for our customers, the turnaround was immediate. 

 Among other initiatives, the turnaround team created the environment for Continuous Improvement, cleansed our ERP source data, and 'Leaned Out' our processes, most importantly we engaged the whole workforce. We also upgraded our Epicor software to match our new methods of working. We saved jobs and allowed the business to grow and expand, celebrating our 200th anniversary in 2015, and remaining in a successful position in 2016.

Being recognized by our peers was a true reward for all the hard work every employee inputted into the turnaround process, it meant a lot to us all. The positive press that followed was well received by our customers and shareholders.

This year, as a judge, I'll be looking for evidence that the turnaround has made a significant impact on the business. For example, if people can demonstrate improvements in on-time delivery, customer satisfaction, operating profit, share price, or orders. All of these were a factor in Hayward Tyler winning this award last year.


Posted by Stuart Hall, Sales Director, Epicor UK


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