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Collaboration and customer service: New Kerridge CS PSG Director sets out priorities

Iain Davidson

Kerridge Commercial Systems (KCS) customers can expect to see the continued positive improvement and focus on collaboration and customer service, as the company appoints Iain Davidson as its new Professional Services Group (PSG) Director.

Iain brings a wealth of experience to KCS. Most recently, he held the role of Professional Services Director at a global software company, where he was responsible for overseeing project delivery for the distribution vertical across Europe.

When asked what attracted him to the role, Iain commented: "KCS has experienced considerable growth, and its global presence presents me with an exciting opportunity to lead a more mature PSG, with greater resources. I also felt this role would afford me an excellent chance for further personal development."

Iain joins KCS at a time when the PSG team is already focused on delivering projects to a high standard, ensuring that customers are happy and confident in their new IT systems and process from their first day of trading.

"This is a very solid base for me to build and further improve upon," Iain highlighted.

"I have already identified two key points that set KCS apart from its competitors – 1) being the incredible industry-specific knowledge retained within the business. There are many people who have years of experience and clearly have a passion for what they do. 2) Kerridge repeatedly successfully install our products on time to budget with high customer satisfaction levels.

"KCS also has a clearly defined strategy for the future, and is undertaking ongoing work to deliver it. They have invested heavily in continuous improvement and are constantly looking for ways in which to enhance delivery to be as efficient as possible, while maintaining the high level of service our customers rightly expect."

A number of priorities will be central for Iain in his new role, and one of the most pivotal is collaboration.

"I'm eager to see how we can improve collaboration across the team, and with the wider global business to make the most of the fantastic resources we have at our disposal," Iain explained. "Building strong interdepartmental relationships across the business is key to the way I work and the way we will be even more successful going forward."

KCS is currently onboarding its new Professional Services Automation (PSA) tool, which will be integral to how Iain and his team will deliver projects with greater efficiency. In turn, this will bring tangible benefits to customers across the KCS group.

"If our customers succeed, we succeed. Great customer service is a passion for me," Iain emphasised.

"The PSA tool will bring enormous benefits to our customers, as we’ll have a more holistic view of the project portfolio, allowing resources to be deployed quickly and easily based on demand. We are also always looking to improve every install we do, using technology to make sure we are as efficient as possible and adding as much value to our customers' businesses as we can.

"It's a win-win for KCS customers," Iain added.

James Mitchell, KCS Managing Director for the UK and Ireland, commented: "The PSG team already has solid foundations, and Iain will be responsible for ensuring we continue to build on the successes we have already achieved.

"Our PSG team has evolved dramatically over the past 12 months; we are delivering projects starting from a standard-pack philosophy with associated training and project control. We are committed as a group to maintaining the high level of service our customers rightly expect, and Iain and his team will be integral to delivering this. I look forward to seeing how our customers will benefit."

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