Complete IT infrastructure for BCC

Customer

 BBC elektrospeciaalzaken B.V. operates on the Dutch consumer electronics market, offering their services to customers in 80 stores and on an e-shop. In 2013, together with the Belgian sister company, BCC reached a turnover of 688.6 million Euro.

Realized goals

Dynamics CRM support and development - Ensuring flawless operation and system development according to the customer's business needs.

  • Technology: MS Dynamics CRM, MS BizTalk, MS SQL, MS Windows Server, MS Hyper-V

Integration with BizTalk - Provide a reliable solution with sufficient permeability within the customer's heterogeneous environment.

  • Technology: MS BizTalk 2013 R2, MS SQL Server 2012, MS Windows Server, MS Dynamics AX 2012

Implementation of Dynamics AX - SAP replacement in order to reduce maintenance costs of the ERP system.

  • Technology: MS Dynamics AX, MS BizTalk, MS SQL, MS Windows Server, MS Hyper-V

Critical Application Support - Ensure continuous operation and high availability of infrastructure and critical applications.

  • Technology: DELL servers, SAN DELL, NAS QNAP, Hyper-v, Windows Server, MS SQL, Sharepoint, Office 365, Lync, MS Dynamics AX, MS Dynamics CRM

 Support for critical applications

Proactive monitoring and support 24 × 7 of infrastructure and applications with 99.96% availability on all critical systems and applications, including ERP.

“In 2013, our cooperation with Blue Dynamic began with a relatively small scope of technical IT infrastructure management. Currently, Blue Dynamic is our strategic outsourcing partner, supporting our complete infrastructure and applications in 24 × 7 mode. Their overall commitment to provide services and projects is a real boost to BCC's innovation. Blue Dynamic is our respected IT strategy consultant. ”

Jan Bloemendaal, Chief Information Officer, BCC elektrospeciaalzaken B.V.

Dynamics AX implementation

Requirements analysis, system integration analysis. Solution development, testing and integration of AXs with fifteen surrounding systems, infrastructure design and installation, data migration, project management, delivery of licenses for Dynamics AX 2012 R3.

“We chose Blue Dynamic because they have experience from large international implementations for retail companies, and understand what is really important to us. We appreciate the complexity of the offered logistics solution and the coverage of all key business areas. They provide us with precise support throughout the life cycle of the project. ”

Marco van Putten, Chief Information Officer, BCC elektrospeciaalzaken B.V.

Integration using BizTalk

Key parameters

  • More than 25 integrated applications.
  • More than 30,000 data transfers per hour.
  • Integration of both internal systems and systems of external partners and suppliers.
  • Sophisticated active monitoring, which detects outages before there are major impacts on business activities.
  • Improved data traffic management, which allows data to be analyzed in the event of a failure, their modification and re-initialization of the process

The following three applications are implemented on the BizTalk platform:

1. Integration of ERP with the environment

The main ERP system is connected to the external suppliers, logistics, warehouses, individual stores and a web store surrounding systems via the BizTalk integration platform. This connection enables fast and secure data transfers between individual applications and is able to manage efficient data transfer, which is clearly centralized on the BizTalk platform.

 2. Integration of CRM with the ordering system and logistics

The goal of this integration platform is to enable the maximum use of the  MS CRM potential for call centers, marketing, customer communication management and company development planning.  MS CRM is connected to the order, product and logistics system. As a result, the call center has recent data on orders, products, delivery dates and can provide complete date information to calling customers. Last but not least, the data obtained by this integration application is used for targeted marketing and long-term planning of the company's business strategy.

3. Integration of CRM with external partners

This application solves warranty and post-warranty service, complete information exchange between service partners and logistics companies, providing transport for the returned products and MS CRM, which is used as the main platform for solving service cases. Thanks to this solution, the customer always knows where his products are and what is the approximate time for solving the complaint.

At the same time, the warranty department has a powerful tool at its disposal containing detailed information from services on estimated costs, deadlines, solution proposals, etc. Based on this information, the warranty department can precisely decide how to proceed with a specific case.

The historical data obtained through this integration, stored in MS CRM, enables the planning of optimization and the setting of complaint parameters for the entire company. Technological information

A comprehensive server architecture DTAP currently containing 7 BizTalk application servers. We are currently moving to the Enterprise version of BizTalk and an architecture of high availability for the production and acceptance environment (AP). A wide range of used integration technology from web services, to FTP, SQL, SSIS data pumps.

Dynamics CRM support and development

  • More than 1,200 system users
  • More than 5,000,000 registered customers
  • More than 5 million e-mails sent out per month
  • More than 15,000 monthly service cases
  • Above-average use of CRM functionalities
  • High level of integration, which is not so common
  • Large volume of data and complexity (Only few companies collect such quantity in CRM and especially with our depth of data)
  • Advanced architecture of the infrastructure with 7 servers

Basic information

  • Maximum utilization of CRM for both business and internal operations of the company
  • All information about customers, including a comprehensive history of all activities and communications
  • Orders for subsequent data analysis for marketing and call center
  • Logistical information about sending goods, complaints and tracking product movement

Marketing

  • Targeted marketing, which is used successfully in marketing department
  • Collecting data about activities and our clients‘ interests within marketing
  • Use of the upgrade ClickDimensions

Service

  • Customer service, including invoices for repairs and cost evaluation of services
  • Scheduling repairs and monitoring status of repairs/complaints in real time
  • Incidents and their solutions for customers and employees

Technological information

  • 7 production CRM application servers involved in high-availability, which is one of the largest CRM solutions in Europe 5 test CRM application servers
  • Total size of a 700 gigabyte CRM database in high availability
  • Advanced system architecture and the distribution of servers, depending on the location of the target users across multiple data centers
  • CRM is used both in headquarters and directly to stores (80) around Holland
  • The high level of integration with other systems, dozens of active interfaces to CRM

The system is integrated with

  • Transporters, traffic conditions, state of the delivered goods
  • Internet (web shop, Azure, repair status on the web)
  • Intranet (SharePoint)
  • Ordering systems, marketing systems (ClickDimensions), ERP systems (SAP, AX)
  • External service partners
  • The usage of the advanced integration platform BizTalk
  • BI integration to analyze sales data

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