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How Eagle Leisure Maximised Efficiency with NetSuite

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Eagle Leisure has been at the forefront of the wet leisure industry for more than 27 years. Established in 1989, the founders of Eagle Leisure are still running the business with their office and showroom based in East Kilbride.

The company provide a fully comprehensive wet leisure service including design; installation; maintenance; repair and refurbishment solutions for Swimming Pools, Hot Tubs, Saunas and Steamrooms, in both commercial and domestic markets. Eagle Leisure provide all the services across Scotland and are available on a supply-only basis across the UK.


Eagle Leisure has no centralised business system and using fragmented tools meant there was a lack of communication between departments in the business. The company’s processes and procedures were outdated and inefficient. All customers and leads were stored on a Rolodex which was being updated on one person’s desk but not being transferred to other departments. Eagle Leisure were using Sage for finance but this was on one computer, therefore nobody had access to prices. Additionally, there was no systemised asset register.

“We knew that a cloud solution was the way forward” says Finance Director Karin Ekins.  “We have been very successfully serving our customers for the last three decades.  Our engineers are second to none and we have a fantastic client base.  But Sage could only take us so far.  It became obvious we needed to move to a modern system, one which our field service engineers can use when they are on a job, to really give our customers the very best experience.  In truth, we also want our staff to have access to the most modern cloud based systems”.

Sales and Marketing Director, Debbie Ekins originally started her search and select looking for a CRM system to help manage existing customers and the influx in new enquiries, but soon realised she should widen her scope to include a new financial solution too.

Sales and Marketing Director, Debbie Ekins, commented:

“We have built our business around fantastic customer care.  Eagle Leisure really is a traditional, family run business, where each customer is of the utmost importance to us.  But we were finding it hard to hold ourselves up to our own exacting standards – I knew it was time to change.”

Eagle Leisure didn’t want to self-implement and preferred to choose experts that could implement and customise the solution to meet the business need.

“During the selection of the new system, we briefly looked at Sage but didn’t like the CRM functionality. We found that Sage wasn’t flexible enough for the business. We wanted a reliable company. When we met with Cofficient we built up a strong relationship and knew they were the team to trust.”


After detailed discussions with Cofficient, Eagle Leisure discovered the most viable solution was NetSuite.

Debbie Ekins said:

“We liked the fact that NetSuite is fully integrated and easy to use and the solution could be customised to suit the needs of our business. Additionally, we felt more than confident in the Cofficient team to implement and support us with the solution.”
Eagle Leisure is now even more efficient with suppliers as the correct purchase orders and stock numbers are always being used. With NetSuite, all customer interactions are recorded meaning that anyone accessing the solution can see what’s happened – giving us a more informed on customer journey.”

Eagle Leisure is also one of the first to deploy Cofficient Ltd custom built Service Asset Manager (SAM for NetSuite), which logs and manages all the assets on the customer estate including models, parts and warranty information.

All this will be tied into NetSuite finance which unifies the approach and makes the operation smart and seamless.


  • One solution for every department which is always up to date.
  • Easy access to customer interactions and pricing
  • Time saved as not having to flick through Rolodex
  • The company is much more efficient now.
  • Rolling out SAM (service asset management) app

Debbie Ekins concluded:

“Cofficient have been excellent. The team really took the time to learn about our business and fully customise the solution to fit our needs. They have always been on hand to help us with any question or query. We would highly recommend.”