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Lucketts Travel Case Study

Lucketts Travel is a well-established family run coach hire and holiday firm based in Hampshire.


The Challenge

Moving to new state-of-the art premises was an ideal catalyst for Lucketts Coach Travel to review its data storage solution. The business prides itself on its use of technology to provide a competitive edge and moving its physical filing was a daunting prospect. Document Management would reduce the need for storage whilst helping facilitate future business plans.

The business has grown organically and now offers holidays, excursions, contract work for schools and local companies and a National Express contracted route. Recognised as an industry leader Lucketts boasts a slew of national awards; it has grown steadily and now has 175 staff. Lucketts also recognises its ecological obligations – its annual mileage would transport its customers 137 times around the world and an active environmental management policy is in place to offset its carbon footprint.

Ian Luckett, Director outlined the main challenges facing the business. “Complying with DVSA regulations meant that we were storing 15 months records for every vehicle we own. Filing cabinets full of paper documents were a hindrance. It took far too long to find a document for audits and we certainly didn’t want to move all the documents to the new office.”

“Our office staff save nearly a month a year just because we’re no longer working with paper filing.”


Approaching the Issue

The initial purchase of Invu Document Management was linked to the needs of the finance department. Lucketts uses software from industry specialist Distinctive Systems to manage its coach reservations, holiday bookings and vehicle maintenance, together with Sage 50 accounts software and Qlikview for business intelligence and management information. Integration with Sage Line 50 was therefore an important requirement. By scanning, indexing and retrieving all purchase invoices within the context of the accounts process operational efficiency would be improved. The filing cabinets were also dispensed with.

Ian explained “The business was seeing real growth, creating more and more administration for the accounts department. The Invu software linked to Sage Line 50 and ensured our accounts department could access all invoices immediately. The days of breaking off what you were doing to scrabble through a filing cabinet were gone.”

“The days of breaking off what you were doing to scrabble through a filing cabinet were gone.”


Accelerated Administration Processes

Invoices, correspondence, insurance certificates and Health & Safety documents are now stored within Invu. Ian continues, “By storing all our documents within Invu we can immediately access whichever documents we need. For instance, if we have a DVSA audit we provide a paper trail of work tickets to prove each vehicle was checked before going out on the road, it’s quick simple and more effective than before.”

Changes to working practices have become apparent. Office staff work even more effectively. There are no longer files on desks and customer service has improved. The day-to-day benefits are apparent.

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“It’s all about efficiency and effectiveness. Our office staff save nearly a month a year just because we’re no longer working with paper filing. We’ve got all our key documents available at the click of mouse with Invu.” Ian continued “Our sister company based in Worthing also has access to Invu and all documents in the archive. Company wide information is stored within the central repository. Subject to access rights, documents are available to everyone instantly including emails so everything is noticeably quicker.”

Reduction in Physical Storage

The Invu solution means that paper copies of documents don’t need to be retained. Ian explains, “The reduction in physical storage space is a huge benefit. As part of the office move we began the transition by scanning everything as it arrived so documents were immediately available. We no longer have to purge the information out of the filing cabinet and we no longer have the physical barrier of how much information we can store.”

Future Steps

Lucketts’ implementation of Invu has realised solid benefits and the solution is now a firm part of day-to-day operations. Invu is now being considered as a platform for future initiatives. Releasing forms-based information, notably, customer surveys will enable Lucketts to analyse performance and future options. Invu Capture can pipe data from paper documents into Qlikview for business intelligence analysis enabling greater insight for the business. Cross-promotional messaging may also be an option. Invu Content Automation enables existing transactional documents to carry additional promotional messages.

“The hassle is completely removed. All the while we know that the documents for DVSA & other compliance needs are safe and sound, immediately to hand.”


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