Digitization of service — the first step of the digital transformation of Cooperative Plants Dražice

Digitization of service - DZ Dražice chose Blue Dynamic as Strategic Partner for Digital Transformation. We start cooperation and we start with the project of digitization of the service. The client was particularly impressed by our business focus and competence. What solution did we choose and why? And what have we digitized in DZ Dražice next?

You probably all know the boilers from Dražice. Cooperative plants Dražice is a Czech enterpriseIt has been synonymous with quality for decades. In order to produce economical water heaters without failures, it has already brought to the market more than 380 types and modifications. In addition, it offers service throughout the Czech Republic and Slovakia.

And since it is a successful company that wants to deliver not only a great product but also superior service to its customers, it is constantly looking for opportunities for improvement. Wants to optimize, streamline, automate — and this requires a fine-tuned IT solution. Like Blue Dynamic.

Service digitization solution given priority

DZ Dražice sought in the first phase supplier for service digitization solutions. As the number of products sold increases significantly, the demand for service and quality customer care also grows logically. Therefore, DZ Dražice needed a tool that service contract management will be streamlined and supported by service partners.

“In our industry there are quality services key to customer satisfaction. It is not enough just to have a product. The customer is interested in how we take care of him. By operating throughout the Czech Republic and Slovakia, we needed to modernize our IT systems so that Simplified and streamlined business processes. We decided to start with the search for solutions for digitizing the service,” says Pavel Balog, CFO of the company.

“Decisive for us was the business focus of the supplier and its competence in the field. “

Blue Dynamic became a partner for the implementation of the service digitization project, as well as other follow-up projects. Pavel Balog says: “DZ Dražice is currently undergoing strategic changes, including the change of IT systems. We have chosen Blue Dynamic as a strategic partner for digital transformation. Decisive for us was business focus, transparent approach and competence in the field. These are people who first of all try to understand the key business needs and then choose the appropriate IT solution for them, and that suits us. “

Given the needs of our customer, we at Blue Dynamic were clear about what we would offer. Microsoft Dynamics 365 Field and Customer Service are the right solution for such a mission. It is an advanced platform designed specifically for improvement and optimization of the management and operation of field service and technicians (not only) on the go. For the needs of DZ Dražice, both systems are the perfect solution.

Why did we choose Dynamics 365 Field and Customer Service for the digitalization of customer service for DZ Dražice?

• Dynamics 365 Field Service and Customer Service enable plan and coordinate tasks and dispatching services in order to maximize the efficiency of the service team. This reduces the time it takes to complete tasks and increase productivity.
• Allows you to plan and monitor service interventions based on various factors, such as are the allocation of technicians or the availability of spare parts, and, among other things, also based on the priority of tasks.
• Uses data analysis to identify potential problems and performs preventive maintenance.
• MS Dynamics 365 Field Service enables track service history and communication with clients, which helps build better relationships and provide credible and transparent support.
• Service technicians can use mobile appthat gives them access to relevant information, schedules and service history right on the go.
• Dynamics 365 Field Service is included Microsoft Dynamics 365 ecosystem and can be easily integrated with other applications, such as CRM, ERP and Microsoft 365.

We cooperate on a total of three projects

It was Microsoft's choice of solutions that proved enormously useful. Why? We can simply build on the core already built with other projects and further expand the agendas according to the needs of the customer. Thus, we can follow up the project of digitization of the service with management reporting together with the B2B portal — two other projects that are currently underway.

In addition to solutions for the service department currently in DZ Dražice We are also working on new offer portal for internal trade and external partners. The existing corporate solution is outdated and does not provide the necessary functionality and data for evaluating business and marketing activities.

In parallel with the above mentioned projects, we are implementing a new data warehouse and management reporting. The existing tool is technologically backward. Therefore, we want to devote ourselves to this area and prepare for DZ Dražice the right tailor-made solution tailored to their needs.

We believe that we will meet customer expectations and become DZ Dražice strategic partner on their journey leading to Complete Digital Transformation. Despite three ongoing projects, we believe that we are only at the beginning and look forward to a common journey through the digital world.

Do you also want to fine-tune the management of service orders in your company? Or do you have another important business topic? We will be happy to help you find the right IT solution.