Formitize Case Study: Utilitarian Support Solutions

28 June, 2024
Case Study 106

Utilitarian Support Solutions:


Utilitarian Support Solutions, based in Pretoria, provides comprehensive Level 1, 2, and 3 IT support for small to medium-sized businesses. While their primary client base is in the nearby suburbs, they are willing to travel to any location to assist their clients. Renowned for their unmatched service ethics, the team at Utilitarian Support Solutions is dedicated to solving client problems efficiently and effectively.


Their name reflects their mission: Utilitarianism, a normative ethics theory, advocates for actions that maximise utility, defined as increasing happiness and reducing suffering. This philosophy underpins their commitment to providing the best possible IT support solutions.


With a growing clientele of over four dozen businesses, Utilitarian Support Solutions attributes their success to their core values of commitment, reliability, honesty, and fair trade.


The Search for a CRM Solution


Werner Ferreira, a key figure at Utilitarian Support Solutions, discovered Formitize while exploring Xero add-ons. His primary need was a robust CRM system to address several business challenges:

  • Inefficiencies
  • Time delays
  • Lost paperwork
  • Frequent mistakes


Werner says, "We were looking for CRM - Customer Management, Job Management, and Job Scheduling. The previous system led to inefficiencies and errors, prompting the search for a better solution.”

Integration of Formitize


Werner and his team implemented several Formitize modules, including:

  • CRM (Customer Management)
  • Document Management (Resources)
  • Job Management
  • Job Scheduling


The setup process was straightforward, enabling a smooth transition. Utilitarian Support Solutions utilised various support tools offered by Formitize, such as the 30-minute walkthrough tour, direct communication with a Client Success Manager, and the Getting Started Guide.


“Formitize has become a valuable asset to the day-to-day running of our business,” states Werner. “The system aids in getting scheduled jobs to technicians in the field without having to manually type out everything. The Formitize Solution is good. We can see its potential but we are still exploring.”

Positive Impact and Customer Service


Formitize has significantly improved the operations of Utilitarian Support Solutions by streamlining job scheduling and management, enhancing document organisation, and improving customer relationship management. Werner praises the support and customer service from Formitize, noting that most of his questions are promptly answered.


Before discovering Formitize, Utilitarian Support Solutions used Dynamics. After comparing several options, they chose Formitize for its potential to meet their needs more effectively.


Formitize has revolutionised the way Utilitarian Support Solutions operates, making it an invaluable tool in their mission to deliver superior IT support. As they continue to explore its full potential, Werner and his team are confident that Formitize will further enhance their efficiency and customer satisfaction.


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