Northern Materials Handling: from admin burden to a platform built to grow

How a growing materials handling business replaced a static legacy system with a platform that scales with them, guided by a hands-on implementation team from day one.

The Challenge

• Admin burden had become severe and unsustainable as workload increased.
• The legacy system was stable, but no longer evolving with the business.
• Manual processes were scaling with growth, creating friction across the team.
• The business needed a futureproof platform for an expanding, service-led model.

Why Service Geeni

• Fully replicated existing Protean capability while removing the bottlenecks that came with it.
• Modernised handling of forms, inspections and risk assessments.
• Built specifically for materials handling operations.
• Opened the door to AI-driven automation and smarter workflows.

Why Now

• The business hit a growth inflection point, with demand rising fast.
• Admin strain had become a real risk to scalability.
• The chance to replace legacy tooling on their own terms, not in a crisis.

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"Onboarding felt effortless from day one. The data import training made setup simple, live chat support was quick every time, and the help articles guided our team through each step."

SINEAD General Manager, Northern Materials Handling

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How we made it happen: A guided path from kick offto go live

Every Service Geeni implementation follows the same structured path, tailored to the customer's operation. Here is how it worked for Northern Materials Handling.

Kick off - Sales & Customer Success met Northern Materials team. Roles, objectives and the onboarding plan are agreed.

Implementation - A tailored plan for Northern Materials Handling setup. Data migration, integrations and bespoke forms were delivered.

Onboarding - Core workflows configured to NMH operation, with clear next steps and outcomes agreed throughout.

End user training - Training built around NMH team, with user readiness confirmed and signed off before go live.

Go live - Final data checks completed. Hypercare put in place, with on-site or remote support where included.

Review & exit - Regular hypercare check-ins, a final review, and a clear plan agreed for what comes next.

A dedicated team, included from day one

Every implementation is led by a named team, not a ticket queue.

Implementation Lead - Leads your project end to end. Coordinates every stakeholder and keeps delivery on track.

Technical Consultant - Handles data migration and integrations, and advises on custom forms, documents and reports.

Enhanced Support Lead - A dedicated contact for accelerated triage during go live and on high-risk accounts.

Customer Success Manager - Owns the relationship after go live. Drives adoption, value and renewals.

Executive Sponsor - Provides senior oversight and removes organisational blockers when it matters most.

Included in every implementation. Not an add-on.

Why this matters when you're comparing vendors

Many rollouts hand you a project manager and a support queue once the contract is signed. Northern Materials Handling had five named specialists working alongside them from kick off to go live, which is a large part of why they landed a month ahead of schedule.