Since January 2015, Leitz Service BV has been using RIS: their own custom system for CRM, service processes, and internal coordination. Leitz Service is part of an international group that operates worldwide in the sales and maintenance of cutting tools for the wood industry. In the Netherlands, RIS supports 90 employees across 7 locations.
What makes this case special: over that entire period, RIS has not been rebuilt. The system has only been expanded — with new requirements, new workflows, and new modules driven by the organization.
InterloX is the engine I use to build systems like this: model-driven, so that expansion remains predictable and quality can be safeguarded.
The challenge
Leitz needed one central place where customer information, service processes, and internal coordination come together. Not as “just a CRM”, but as a system that supports both the work outside (route planning for service staff, logging visit registrations) and the work inside (inside sales, complaint handling, accounting).
A nice anecdote: even during the test phase before 2015, RIS was immediately adopted by the inside team because it could retrieve customer details much faster during phone calls.
What RIS supports
RIS forms the backbone at Leitz for, among other things:
- CRM (customer and relationship management)
- Support for service technicians, including route planning and visit history logging (route book)
- Dashboards for evaluation meetings and steering
- Complaint management (internal and external) with workflow
- Work instructions / manuals for employees in sharpening and production
- Calendar
- Coordination between accounting and field service
- Backoffice synchronization (integrations and data exchange)
Results in practice
- > 1,000,000 visit registrations captured in RIS
- 10+ years of continuous expansion without a rebuild
- A system that grows with processes, without users having to “relearn” everything each time
- Fast findability and workflow support that makes a noticeable difference in day-to-day operations
Why this works
RIS was built with InterloX: a model-driven approach in which reusable components (data, screens, workflows, document flows, integrations) are built consistently — and unique elements can be added in a focused way.
This primarily delivers:
- expansion with low regression risk
- predictable lead times for improvements
- a single source of truth instead of Excel islands or fragmented tools
Quote
“Since 2015, RIS has been a stable foundation that we can continuously expand and that grows with our needs. It has been running in practice for years and has become indispensable to our daily processes.”
— Theo Boskma, Managing Director, Leitz Service BV
Does this fit your organization?
If your processes don’t quite fit standard software — and you want a system that can evolve for 5–10 years — this is exactly the kind of project where Elk Solutions excels.
If you’d like, we can briefly discuss what a sensible first step would be.