Concluding our 50th Anniversary series, we’re proud to feature Niall Robertson, Senior Customer Care Analyst. With over a decade’s experience at DRAMS, Niall’s dedication and expertise have been instrumental in providing exceptional support to our clients and ensuring the smooth operation of our solutions.
1. Can you introduce yourself, share some details of your experiences?
I’m Niall Robertson, Senior Customer Care Analyst, and I’ve been with DRAMS for 13 years now. Before this, I worked in the oil and gas sector for about four and a half years, focusing on support, deployments, and upgrades.
I ended up at DRAMS after a restructuring at my previous company. I went through two interviews at DRAMS—first with Chris, and then with Brendan and Graham, who was with the company at the time. The rest, as they say, is history.
The move to DRAMS was a big change. The spirits industry has its own unique challenges and terminology, but I’ve enjoyed learning about the intricacies of whisky production and how our software supports it.
2. What is your favourite drink?
A mojito. It’s refreshing and a great choice for relaxing.
3. What is the most enjoyable aspect of your current role at DRAMS?
What I love most about my role is the variety. I don’t just focus on support—I also handle testing, upgrades, and installations. It keeps things interesting and ensures that no two days are the same.
I also really enjoy speaking directly with customers. I prefer picking up the phone to emailing because it allows me to build relationships, share a laugh, and really connect with them. Helping customers solve their problems and seeing the positive impact it has on their work is incredibly rewarding.
4. How has your role at DRAMS evolved since you first joined, and what would you consider to have been some of your key learning experiences?
My role has grown a lot over the years. I’ve taken on more responsibilities, like running the team when Christina is off.
One of the most memorable early projects I worked on was transitioning a customer from a Linux-based system to Windows. That project was intense—I spent about 25 hours over a weekend transferring data. It was challenging but satisfying to see it all come together successfully.
In terms of learning experiences, working at DRAMS has given me a deep understanding of the whisky industry. I’ve learned things like the legal requirement for whisky to age for three years and one day, and how terminology varies—casks in the UK are called barrels in the U.S. Those details make a big difference in how we support our customers.
5. Can you share a memorable moment or milestone you experienced at DRAMS that resonates with you, especially as we celebrate our 50th anniversary?
One big milestone was helping customers transition from V9 to V10, and now from V10 to V11. These upgrades were crucial for modernising the software and ensuring it met our clients’ needs.
Another standout moment was when I joined DRAMS. It was just after we landed a major contract with Bacardi, which marked our expansion into the tequila market. Being part of that growth was exciting and gave me a sense of the company’s potential.
6. What would you consider to be DRAMS biggest successes/achievements in the time that you’ve worked for the company?
I think one of our biggest successes is retaining our customers. In my 13 years here, we’ve lost very few clients, which says a lot about the value we provide.
Another major achievement is our low staff turnover. In all my time at DRAMS, only one person has left the support team. That stability fosters a collaborative and open work environment where everyone is willing to help each other, even when we’re swamped.
On the product side, our ability to innovate and adapt has been key. From introducing modules like DRAMS Scan to developing the upcoming web-based platform, we’ve consistently stayed ahead of the curve.
7. Can you share a specific challenge you faced in your role and the solution you and your team implemented to overcome it?
Dealing with new server environments like VDI was a significant challenge. We had to figure out how to adapt our software to work seamlessly with these setups, which required a lot of testing and problem-solving.
Scanners have also been a persistent challenge. While we don’t officially support the hardware, we often get pulled into troubleshooting. Setting clear boundaries has been essential to managing these situations while still helping our customers.
8. Can you share a memorable experience where you directly impacted a customer’s success story?
I helped one of our customers who were struggling with human errors, and our solution was able to significantly reduce those issues.
I demoed the functionality, provided training, and worked closely with their team to set up. Seeing how it improved their processes and reduced errors was incredibly satisfying.
9. One of DRAMS Core Values is ‘Customer Focus:
“We listen to our customers, recommending solutions that best meet their needs and delivering beyond their expectations.”
How do you see this value integrated into the day-to-day activities of DRAMS?
Customer focus is a priority for us. For example, we’ve developed tools to help customers address common issues, like W1 report imbalances. By scheduling daily reports, we help them catch problems early, saving time and reducing stress.
It’s all about being proactive and understanding our customers’ needs. That approach is central to everything we do.
10. What other values and principles do you believe have been fundamental to DRAMS’ success, and how do these values guide your work every day?
Honesty and accountability are key. If we make a mistake, we own it, fix it, and learn from it. Customers appreciate that transparency—it builds trust and helps us maintain strong relationships.
Within the team, there’s a culture of support. Even when we’re busy, we make time to help each other. That sense of camaraderie makes a big difference in how we work and the results we achieve.
11. In your opinion, what sets DRAMS apart as a solutions partner, and how does the team ensure ongoing value for our customers?
Our maturation loss calculations and modular solutions are second to none. Customers can choose the features that best fit their needs, which makes our product adaptable and efficient.
The User Groups we host are another unique strength. These gatherings allow us to showcase updates, gather feedback, and collaborate with customers to shape the future of DRAMS.
12. What industry trends or technological advancements do you find most exciting, and how do you see them influencing the future of DRAMS and its customers?
AI has a lot of potential to revolutionise how we support customers. Imagine an AI-powered tool that could troubleshoot common issues or suggest solutions—it would make a huge difference.
The move to a web-based platform is also a game-changer. It will make our software more accessible, whether users are on-site, in the office, or on the go.
