JANUARY 2015

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Retail and Distribution Global Outlook

TECHNOLOGY ROADMAP REGIONAL PERSPECTIVES

VIEWPOINTS, PROFILES, SOLUTIONS PARTNER DIRECTORY

EDITOR: SEAN DUDLEY AD Microsoft4.pdf 04/12/2014 14:40:53

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K WELCOME Meeting the needs of modern consumers

EDITOR: SEAN DUDLEY

elcome to the Retail and Distribution Global Outlook. With its new CEO firmly in place and a ‘mobile-first, -first’ philosophy underpinning its solution strategy, Wit is an exciting time for , its partners and the customers they serve. Thanks to the rise of trends around mobile, cloud, social and big data technologies, customers today expect a shopping experience that is omni-channel, experience-centric, personalised, always-on, and offers a variety of ways to make and collect purchases, and consume services. They want flexibility, convenience and the opportunity to interact with a brand in the way that they want, when they want.

As outlined by CEO during 2014, Microsoft’s mobile-first, cloud-first approach is helping businesses to identify and meet the needs of the modern consumer. “In this cloud-first, mobile-first world, Microsoft is absolutely focused on empowering people to get more done wherever they need to and on any device,” Nadella said in a press briefing, and nowhere is this more relevant than the retail and distribution industries.

In this definitive guide, we provide an insight into the latest Microsoft technologies that are making waves across the retail, consumer services, distribution and hospitality industries, helping businesses to improve the customer experience and enhance engagement and loyalty. Over the following pages, we take a look at how the innovations being made by Microsoft and its partner ecosystem are helping businesses to stay agile in this competitive industry and continue to exceed their customers’ expectations. In our viewpoint section, find out about the latest industry trends and the impact they’re having on businesses across the industry. You can also read some of the best examples of how retail and distribution companies are benefiting from cutting-edge technology implementations, and learn about the many enterprise technology offerings currently available on the market.

Finally, our comprehensive partner directory provides detailed business information about some of the most innovative IT solutions and services providers in the industry across the globe, helping you to make positive and informed technology investment decisions for your own company.

I hope you find this guide a valuable and informative resource.

1 Retail and Distribution Subscribe! Global Outlook

Make sure you never miss a copy of Retail and Distribution Global Outlook is published by Tudor Rose. To enquire about participating in future editions, email OnWindows by subscribing to receive the [email protected] or call +44 116 222 9900. magazine every quarter. Head of Partner Management Sean Nicklin [email protected] OnWindows is entirely free of charge Partner Managers Stuart Bates, Vishal Gandhi, Jamie Smith, Thomas Wills in digital format or via the OnWindows Senior Account Manager Claire Brown apps for Windows and , Editor Sean Dudley [email protected] and the printed edition is available from Editorial team Rebecca Gibson, Lindsay James just £36 for a one year subscription. Head of Editorial Rebecca Lambert Design Libby Sidebotham, Bruce Graham Visit www.onwindows.com/subscribe Website development Chris Jackson Subscriptions Mike Geraghty to sign up today! [email protected] Circulation Ritwik Bhattacharjee Reprints Stuart Fairbrother [email protected] Publisher Toby Ingleton Marketing Leigh Trowbridge Business management Rachael Heggs, Lesley Krotochwil, Richard Pepperman Published by Tudor Rose Tudor House, 6 Friar Lane, Leicester LE1 5RA Tel: +44 116 222 9900 www.tudor-rose.co.uk

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CONTENTS

TECHNOLOGY ROADMAP

08 CLOUD FIRST, MOBILE FIRST We take a look at how Microsoft’s cloud first, mobile first strategy is driving change in the retail and distribution industry

10 OPERATING SYSTEMS With the upcoming release of , Microsoft is furthering its efforts to help improve productivity and mobility 08 for workers

12 DEVICES AND STUDIOS Microsoft’s range of dedicated workstations, tablets, smartphones and convertible laptops are helping 10 to empower employees

14 APPLICATIONS AND SERVICES Business-focused social tools are helping unlock knowledge and unite workforces

16 CLOUD AND ENTERPRISE Microsoft is using Azure, Office 365 and Dynamics to provide a complete cloud environment for customers

17 CRM Companies are realising significant business benefits thanks to the rich industry capabilities and deployment options of the Microsoft Dynamics platform 12

REGIONAL PERSPECTIVES

18 NON-STOP RETAILING Retailers across the planet are striving to deliver rich customer experiences across all platforms

20 NORTH AMERICA The demand for a seamless online and in- store experience is driving innovation among retailers in North America

22 EUROPE, MIDDLE EAST AND AFRICA With mobile use driving the European market, increasingly modern retail infrastructures are also enabling growth in the Middle East and Africa

24 ASIA-PACIFIC Growing mobile ecosystems and smartphone adoption is set to boost online sales and e-commerce in Asia-Pacific

25 LATIN AMERICA Several retailers are expanding their presence and establishing a dynamic network across the Latin America region

5 CONTENTS

VIEWPOINTS 53 EFFECTIVE ASSET MANAGEMENT: Business Connexion helps company centralise hardware and software asset visibility

55 CLARION INTERPRETING: Cambridge Online Systems helps company reduce booking times for interpreting services providers

57 ALCAR GROUP: Entelion’s Teamshare e-commerce platform powers company’s online shops

27 HENRIK FUCHS: Concare IT’s CEO on 59 LULU GUINNESS: Futura helps British collaboration in the digital era designer label drive international growth

31 GORDON GRANT: How retailers can match 61 PVH: Infodepth enables fashion company to the in-store and online experience gain better insights across its brands

35 VRAJASHREE R: How to harness the five 63 GRAHAM & BROWN: Blueleaf uses Kentico’s digital forces to transform the customer experience platform to build home decoration brand’s website

39 JULIO MORENO: Prodware’s director on 65 BUSTER BOATS: Kompozure helps catering to the hyper-connected customer boating brand optimise its dealer network with 43 WAYNE TOMS: How retailers in South Africa can adapt to market changes 67 THE MASTERS GOLF COMPANY: M-hance helps golf accessories supplier provide 47 ROBERT HAWLEY: How resistance to pricing and promotional flexibility change is preventing retailers from gaining the most from investments 69 NECO TOYS: Netas implements a customised enterprise resource planning system for Turkish toy and costume retailer PROFILED 70 COVIRAN: Prodware helps food retailer cooperative centralise management and decrease costs

71 ENTERPRISE-WIDE INTRANET PORTAL: Tata Consultancy Service implements enterprise-wide intranet portal

73 MARSTON’S PUBS: The CRM Business helps UK pub and restaurant brand meet the changing needs of its customers 49 B&Q: 2020 helps UK home improvement retailer expedite interior design projects 75 PIERRE FABRE: TVH Consulting enables European pharmaceutical brand to consolidate its 51 KESKO FOOD: Analyse2 helps food retailer international subsidiaries improve its assortment planning capabilities 77 MOOOI: International brand optimises its 52 TELENOR HUNGARY: Legal team at mobile process designs thanks to Xiptra’s deployment of phone company improves its document management Microsoft software

6 www.onwindows.com SOLUTIONS 82 MAKINIST: Binovist’s solution helps users organise and capitalise on sales opportunities

85 BDC RETAIL: Microsoft Dynamics add-on presents a range of expansion options for companies

87 PEOPLEWARE INTEGRATED CLOUD SOLUTION SUITE: Customers can gain strategic advantages by leveraging the power of the cloud

88 EFACILITY MANAGEMENT SUITE: Concare IT offers a solution dedicated to facility managers and their business customers

89 NETTICKIT: Pierhouse’s solution helps retailers turn omni-channel and big data strategies into reality at the shelf edge 79 SHAREPOINT INTRANET-TO-GO FOR RETAILERS: 5th Method’s solution for SharePoint 91 TQS FUSION: Complete logistics solution Online helps companies improve communication helps users manage and improve their warehouse and productivity environment

81 AGILESWORKFLOW: This workflow tool for 93 ULTIMA ONEDESK: Ultima Business Microsoft Dynamics NAV helps users manage, simplify Solutions offers a complete desktop-as-a-service and automate processes offering to IT administrators

PARTNER DIRECTORY 95 DIRECTORY: Search our extensive A to Z directory of Microsoft technology partners that offer best-of-breed solutions for the retail and distribution industry. The index lists partners by solution area and provides company descriptions for Microsoft partners, as well as contact details if you are interested in collaborating with a featured partner.

7 TECHNOLOGY ROADMAP

Cloud first, mobile first

Microsoft’s cloud-first, mobile-first technology developments are driving change in the retail and hospitality industries, helping companies better serve customers and be more productive

Microsoft is making bold changes to help it build productivity experiences and platforms for the mobile-first, cloud-first world, according to the company’s CEO Satya Nadella. Speaking to attendees at the company’s annual Worldwide Partner Conference in July 2014, Nadella explained that Microsoft’s goal is to be “the company and the ecosystem that is going to reinvent productivity for this new generation.” “We’re going to get very focused on building on digital work and life experiences, this next generation of productivity broadly defined,” he said. “We will build platforms in the cloud for it, we’ll build platforms on the devices for it. We will make sure our experiences are pervasive and ubiquitous.” To achieve this, Nadella’s message is clear: Microsoft will now focus on being a platform and productivity company, and it will make its products widely available to users across multiple platforms and operating systems. “Mobility for us goes beyond just devices and while we’re certainly focused on building great phones and tablets, we think of mobility more expansively,” said Nadella in the Microsoft Earnings Release FY14 Q4 conference call. “We think of the opportunity that comes from running our productivity experiences – on Windows, iOS and Android devices. Office 365 and Dynamics software- as-a-service offerings are targeted here. We also see great opportunity in simplifying and managing the user experiences spanning multiple devices, its own hardware, including its newly branded ecosystems with our identity management, device Microsoft Lumia devices. management and data security.” “In everything we do with our Windows OS To achieve its aims, the company will continue and first-party devices, we will light up our digital to evolve popular productivity products such as work and life experiences,” said Nadella. “We are , OneDrive, OneNote, Outlook, Word, Excel, approaching the Windows OS business with a bold, PowerPoint, Bing and Dynamics, while the cloud challenger mindset and pushing both the product OS will remain at the centre of all of its product and business model forward. We’re not in hardware offerings. The company will also continue to build for hardware’s sake and the first-party device

8 www.onwindows.com Microsoft is aiming to be the company and ecosystem that ‘reinvents productivity for a new generation’ portfolio will be aligned to our strategic direction as a helping customers find what they are looking for, productivity and platform company.” when they want it and how they want it.” Microsoft’s developments have huge implications From enhanced data visualisation applications for the retail and hospitality industries, and and rich mobile experiences to modern will benefit businesses and customers alike. productivity platforms, Microsoft and its partners “Connectivity and access to information benefits are providing the game-changing solutions needed everyone,” explained Brendan O’Meara, managing to capitalise on trends such as the of director of worldwide retail at Microsoft, in an things, big data and omni-channel. interview with Speak. “Shoppers in particular are The following pages provide an overview of thirsty for information that helps them make better, how Microsoft is delivering on its commitment more informed buying decisions that are not just to innovate across each of its product groups and based on price, but on the entire value proposition. how its developments are impacting retail and Convenience is a big part of this – both in terms of hospitality companies worldwide.

9 TECHNOLOGY ROADMAP

Operating Systems

With its rich application platform and a touch-first user interface, Microsoft’s Windows operating system enables new mobility and productivity scenarios for retail and hospitality workers

In October 2014, Microsoft revealed details of although it has been updated to reflect the operating its new Windows 10 operating system (OS). system’s evolution. Most notably, it combines Packed with advanced features that have been aspects of the classic Windows 7 start menu with the specifically designed for business users, Windows modern Live Tiles user interface that was introduced 10 has an updated user experience, as well as new in Windows 8. On the left hand side, the menu is enterprise-grade security, data protection and very similar to how it was in Windows 7, Vista and management capabilities. XP, but on the right hand side a new space has been “Windows 10 represents the first step of a added for users to customise with their favourite whole new generation of Windows, unlocking new apps, programmes and websites that are displayed in experiences to give customers new ways to work, the form of Live Tiles. play and connect,” said , executive According to Microsoft, Windows 10 has vice president of Microsoft’s OS group. “This will been designed to be the greatest platform yet for be our most comprehensive OS and the best release business users. “It’s not just more familiar from Microsoft has ever done for our business customers, a user experience standpoint,” said Jim Alkove, and we look forward to working together with our who leads the Windows enterprise program broader Windows community to bring Windows 10 management team. “We have built so much of what to life in the months ahead.” businesses need right into the core of this product Windows 10 also marks the return of the – including enterprise-grade security, identity operating system’s famous start menu. The feature, and information protection features, reducing which was a key component in Windows 7, Vista complexity and providing a better experience for and XP, was dropped in Windows 8. Now, it’s back, the modern needs of business.”

10 www.onwindows.com Windows 10 marks the return of the popular start menu

In particular, the new system is designed to help later in the year we’ll release Windows 10 and look improve data loss prevention by using containers forward to some amazing new devices.” and data separation at the application and file level, Earlier this year, Microsoft also announced an enabling protection that follows the data as it goes update to Windows Phone 8.1 and said it would from a tablet or PC to a USB drive, e-mail or the cloud. be making Cortana available in more markets, Meanwhile, management and deployment have been including China and the UK. New capabilities in simplified to include in-place upgrades from Windows the mobile OS include the ability to organise apps 7 or Windows 8, to lower costs and remove the need for into folders on the Start screen, and improvements device wipe-and-reload scenarios obsolete. to keep user data and identity more protected on “This is just the first chapter of our conversation public networks. For example, users can now send with customers about Windows 10, with a focus and receive data through a virtual private network on enterprise features and the desktop/laptop when connecting to wi-fi hotspots. experiences,” said Myerson. “Early in 2015 we’ll Looking ahead, Microsoft is expected to continue introduce the consumer chapter and talk much refining its Windows platform to support even more more about other device types and more consumer innovative apps and a broader wave of touch-first devices features. We’ll then continue the conversation with – from tablets and two-in-ones, to laptops, all-in-ones, the developer chapter at our Build conference, and specialised industry devices and much more.

11 TECHNOLOGY ROADMAP

Devices and Studios

New Windows devices, ranging from dedicated workstations to tablets, smartphones and convertible laptops, are enabling more productivity scenarios

In May 2014, Microsoft unveiled its latest tablet. Building on the success of its predecessors, the 3 has been introduced as ‘the tablet that can replace your laptop’ and features a larger 12” screen with a 2160x1440 pixel display. According to IDC, tablets that feature these larger screens are expected to play a greater role in the market going forward, particularly to ensure differentiation from the growing phablet – smartphones with 5.5-inch and larger screens – market. “So many people carry both a laptop and a tablet but really want just one device that serves all purposes,” said , corporate vice president of . “ is the tablet that can replace your laptop — packing all the performance of a fully powered laptop into a thin, light and beautifully designed device. You’ll love being able to carry a single device for your next class, workday or weekend getaway knowing you have all the power you need.” Lufthansa and Austrian Airlines are the most recent customers to select Surface Pro 3 tablets to empower their employees. Both aviation companies are deploying the tablets to help improve pilot efficiency, both in the cockpit and on the ground, and eliminate onboard paper use. “We have been clear on Microsoft’s commitment to Surface in business and with this move adopting Surface in their cockpit, Lufthansa and Austrian Devices and Services unit it acquired in April Airlines join the growing number of commercial 2014 to align with its new platform and productivity airlines using Surface Pro 3 to help give their pilots strategy. It has since begun phasing out the Nokia the best, most efficient and productive in-flight brand from its product line, including rebranding its experience,” said Cyril Belikoff, senior director of Nokia Lumia devices. Microsoft Surface, in an official blog post. Speaking to Nokia Conversations in October Microsoft’s Windows Phone is also going from 2014, Tuula Rytilä, senior vice president of strength to strength, with Windows Phone partners marketing for the Phones division at Microsoft, accounting for 56% of the global smartphone market, said that the transition from Nokia Lumia to according to research analysts IDC. Microsoft Lumia is fully underway and that In July 2014, Microsoft announced that it would the company is looking forward to unveiling a be integrating its phone business group with the Microsoft Lumia device “soon.”

12 www.onwindows.com Microsoft’s portfolio of devices are helping empower employees like never before

“You might have seen that in the last couple of Windows Store apps with the sensor for the first months, we have already made some name changes time. The Kinect for Windows v2 sensor offers more to our apps to better reflect that these apps now come precision, responsiveness and intuitive capabilities to from Microsoft,” said Rytilä. “Our global and local enable greatly improved skeletal tracking, facial tracking websites are going through a transition as we speak, and gesture recognition. It also works well in low light. and in the coming days our social channels will get a “We think this (Kinect) is the future,” said Terry new name too – they will be called Microsoft Lumia.” Myerson at Build 2014. “We think this is the way that Also in Microsoft’s Devices and Studios engineering we will all be interacting with our computers in some group is and Kinect. Most recently, Microsoft has time. These cameras are going to become pervasive, detailed plans for Kinect for Windows v2, which includes and I would encourage all of us to really be creative a new sensor and SDK that enables developers to create about how we can take advantage of them.”

13 TECHNOLOGY ROADMAP

Applications and Services

Business-focused social tools have arrived in the workplace, and they are helping to unlock knowledge and unite people across organisations all over the world

Since it created the Applications and Services This is a significant next step for Microsoft as Engineering Group, which is headed by Qi Lu, it continues to deliver on its vision to deliver its in July 2013, Microsoft has made significant software and services on every device under the advancements across its core products, including leadership of its new CEO Satya Nadella. And it’s a Office 365, SharePoint and Skype – all delivered strategy that seems to be going down particularly with the cloud in mind. well with customers – since Microsoft first In recent months, Microsoft has announced launched the Office for the iPad app in March, it several new and updated applications and services has been downloaded more than 40 million times. including for iPad and free Standing on stage at the Worldwide Partner Microsoft Word, Excel and PowerPoint apps for Conference in July 2014, Microsoft COO Kevin iPhone users. Free Android versions are also Turner emphasised that Microsoft is committed to coming soon. Users can currently sign up for a delivering seamless experiences not just on Windows preview and should expect to get their hands on devices, but across multiple platforms, including Mac, the full release early in 2015. iOS and Android. He said that these cross-platform

14 www.onwindows.com Microsoft has recently unveiled a preview of Office for Windows 10 solutions and products will offer dual users – people largest airline, decided to adopt Microsoft Office that juggle their home and work lives – connected, 365 over Docs and has said that it has personalised and contextual experiences that improved customer service, increased employee ultimately allow them to “get work done.” Dynamics productivity and expects to cut communication CRM Online, the Enterprise Mobility Suite and costs by 15% as a result of the implementation. OneNote were all highlighted as great examples “We ran a small pilot programme of Google of how Microsoft is delivering on this vision and Docs, but Google doesn’t work well with Office, differentiating itself from the competition. which all employees use, and its pricing model is Together, these developments are proving not that great,” said Kari Hänninen, architect in invaluable to the retail and hospitality sectors, corporate information management at Finnair. and a number of the industry’s key players have “Microsoft had a far stronger federated enterprise embraced Microsoft’s productivity and social solution, better support, a more convincing story technology solutions to improve enterprise-wide around total cost, and a more enterprise-ready, collaboration. For example, Finnair, Finland’s innovative solution.”

15 TECHNOLOGY ROADMAP

Cloud and Enterprise

Microsoft’s cloud offerings are giving companies the flexibility they need to take advantage of the cloud in a way that suits their needs and provides a competitive advantage

Microsoft CEO Satya Nadella has recently outlined how Microsoft is using Azure, Office 365 and Dynamics to deliver the industry’s most complete cloud. Speaking at an event in San Francisco in October 2014, the Microsoft CEO announced several enhancements to Azure, the company’s hyper-scale, enterprise-grade, hybrid cloud platform, including the new Azure G-series of virtual machines and Premium Storage, as well as the general availability of the Microsoft Cloud Platform System – an Azure cloud in a . “The enterprises of today and tomorrow demand a cloud platform that is reliable, scalable and flexible,” said Nadella. “With more than 80% Companies are seeking greater reliability and flexibility from of the Fortune 500 on the Microsoft cloud, we their cloud investments are delivering the industry’s most complete cloud — for every business, every industry and every “With these new services and what we bring to geography.” market in the future at an aggressive pace, our goal At its annual TechEd Europe event at the end of is to power scale, choice and innovation in your October, Microsoft also unveiled several additional business,” said Kapoor. cloud services, including Azure Batch and Azure In line with this, Microsoft is committed to Automation. helping retailers leverage the cloud in a way that Available in public preview, Azure Batch takes meets their individual needs. advantage of the technology from GreenButton, “Microsoft is giving retailers the option to which was acquired by Microsoft earlier in 2014. implement the cloud in the way that is practical, The solution allow customers to deploy massive suited to their business, and based on value delivery,” scale-out jobs, with access to thousands of cores, to said Brendan O’Meara, managing director of solve complex problems with just a few clicks and worldwide retail at Microsoft, in an interview with no infrastructure investment. Speak. “Microsoft enables retailers to deploy hybrid According to Vibhor Kapoor, director of environments where some information is stored in a Microsoft Azure product marketing, the solution datacentre, some in the cloud – but manage it all in “delivers job scheduling , making it easy one consistent and leveraged way. They can use the to run large-scale parallel and high performance same technologies that give them the benefits of the computing work in Azure.” public cloud in their own data centre or in a partner’s Azure Automation is already generally available. data centre. It’s a real-world cloud approach that It automates time-consuming tasks across Azure works across all the different workloads. It doesn’t and third-party environments, reducing the risk require a risky big bang strategy. And it puts business associated with repetitive manual processes. value ahead of technological purity.”

16 www.onwindows.com TECHNOLOGY ROADMAP

Dynamics

Thanks to a series of product updates, richer industry capabilities and flexible deployment options, companies using Microsoft Dynamics are realising a range of crucial business benefits

During Convergence 2014 Europe, Microsoft Business Solutions executive vice president Kirill Tatarinov revealed that the company has introduced a new update to Microsoft Dynamics AX to enable businesses to combine all the benefits of the enterprise resource planning (ERP) solution with Microsoft Azure in a full end-to-end cloud solution. The update, which was made available in December 2014, allows them to design, develop, test and deploy Dynamics AX on premise or in the Microsoft cloud. Microsoft also announced that it would be adding a new point-of-sale client for Windows tablets and phones in Dynamics AX, giving in-store sales associates the ability to access product and customer information at their fingertips to deliver great shopping experiences. Plus, businesses can take advantage of capabilities that streamline warehouse and transportation operations to Microsoft Social Listening helps sales, marketing and customer fulfil orders quickly and flexibly. care professionals track social conversations in real time During his keynote, Tatarinov featured customers, including Ingram Micro, J&J Foods and Nagra, which applications, such as Microsoft Office 365, , are differentiating themselves with Microsoft Dynamics Lync, Skype, SharePoint and Power BI for Office 365. solutions through the power of the Microsoft cloud. In particular, new self-service capabilities added to “To better engage with their customers, businesses Dynamics CRM, as a result of Microsoft’s acquisition are looking to the cloud for greater collaboration and of Parature, are enabling professionals to provide the right insights to help them be more productive,” relevant, responsive and personalised customer service. Tatarinov said. “Microsoft is reimagining and Plus, with Microsoft Social Listening – which is also reinventing productivity by harnessing the power of available as a standalone product – sales, marketing and the cloud through a flexible platform in Azure, a cloud service professionals can tap into social conversations productivity suite in Office 365, and customer-centric to get real-time feedback on their brand, products, business applications delivered through Microsoft competitors, campaigns and issues. Dynamics solutions that are helping organisations “We focused our development efforts on transform the way they engage with customers.” understanding what our customers need to deliver Earlier in the year, Microsoft also made significant amazing customer experiences,” said Bob Stutz, new capabilities in marketing, customer care and social corporate vice president of Microsoft Dynamics CRM, listening globally available as part of the Microsoft in a CRM Connection blog post. “We redesigned our Dynamics CRM spring wave of updates. user interface, implemented a six-month rapid release The release delivers a comprehensive solution that cycle, made three acquisitions and built many new provides businesses with marketing, sales and customer features — all culminating in the wave of releases we care capabilities that are integrated with productivity are bringing to market today.”

17 REGIONAL PERSPECTIVES

Non-stop retailing

At a time when shoppers are connected everywhere they go, retailers are constantly striving to provide richer, more appealing experiences to increasingly tech-savvy and demanding customers

According to Accenture’s Retail Technology Vision 2014, the future of retail undoubtedly lies in creating a seamless shopping environment for today’s mobile customer. Indeed, global internet usage is expected to double by 2015 – and most of this usage will be via mobiles. On an average day, smartphone users spend 132 minutes communicating and using social media on their phones and 79% have their phone on or near them for all but two hours of their waking day. “It’s quite exciting when you think about how mobility has changed the customer experience,” said Dave Rodgerson, senior industry business development manager at Microsoft, in his blog. “You can buy almost anything, from anywhere, any time of the day. Our access to information is almost limitless. Ten years ago we had cell phones but they were simply communication devices. Today, these devices, whether we call them smart phones or tablets, are not far from being a virtual concierge.” The number of customers browsing and buying online and via mobile devices is showing no signs of slowing down. According to the Accenture report, the amount of time consumers spent with online retail jumped 104% to 34.9 billion minutes in February 2013, compared with 17.1 billion minutes in February 2010. What’s more, mobile payments are expected to quadruple to US$630 billion by 2014. Likewise, consumers in the established markets of “It would be difficult to overstate the degree to the US, Europe, and Japan are embracing digital which the consumer’s embrace of technology is retail like never before. As such, global retailers in driving change in both established and emerging almost every market are being forced to rethink markets,” said Alison Kenney Paul, vice chairman their operating models and the way they use at Deloitte Consulting, in an interview with The technology to meet consumer expectations.” Wall Street Journal. “In Central America, China, While some retailers may see the shift of power Africa, and elsewhere, consumers entering the to the consumer as a threat, others recognise middle classes are using smartphones and tablets to the opportunity to use technology to strengthen experience ‘modern retail’, with access to increasing relationships with customers. “Traditional retailers varieties of packaged goods and finished products. are now searching for opportunities to seamlessly

18 www.onwindows.com Consumers are increasingly using their devices to view products and carry out transactions embed the virtual world into their strategies,” said promotions and suggestions on their phones, while Paul. “And they are increasingly looking to their retailers can easily count and identify the active CIOs to develop in-store and online solutions that mobile devices in their stores. will allow them to create and maintain meaningful The value of business intelligence also shouldn’t relationships with customers across all channels.” be underestimated. “In global retail, customer GPS is one technology that is making its mark desires and expectations can differ dramatically in this regard, and Deloitte predicts that, by 2015, by country, culture, region, and even individual revenues from mobile geo-positioning services are location,” Paul said. “Providing IT support for retail predicted to exceed US$12.8 billion. This location strategies will likely involve a broad portfolio of revolution is affecting the retail experience, systems and services; however, analytics will play a with customers now receiving location-specific particularly important role.”

19 REGIONAL PERSPECTIVES

North America

While online shopping continues to make its mark, customers across North America are demanding more in-store, forcing retailers to ensure a seamless experience across all channels

A recent study from Accenture has found that, for retailers in North America, the successful balance of in-store and online is key to driving growth across all channels. The Seamless Retailing report found that 21% of US shoppers plan to increase their in-store purchasing, up from just 9% of shoppers in the previous year. Asked to name what retailers need to improve the most in the overall shopping experience, 40% of respondents ranked improving the in-store shopping experience first, compared to just 16% who said the same of online shopping. “The survey results indicate that retailers have an opportunity to increase in-store sales, but only if they make the experience worthwhile for consumers,” said Chris Donnelly, global managing director of Accenture’s retail practice. “Consumers are looking for the conveniences of shopping online, such as information on product availability, to be available in-store. The lines between the different shopping channels are blurring, but the good news for traditional retailers is that the store continues to play an important role. In order to ensure that they offer shoppers a seamless retail experience, bricks and mortar/high street retailers must work hard to differentiate the shopping experience they offer compared to the online pure-plays.” Showrooming is a big part of bringing the digital experience in store, and, according to new Forrester research, showrooming is not Accenture study found that a growing number only prevalent today but will become even more of North American shoppers expect a retailer’s common among shoppers in the future. This is product offerings to be the same across different made clear by the current in-store behaviours of shopping channels – 51% in 2013 compared younger shoppers: 33% of millennials in North to 43% in 2012. More than half also expect America currently check prices on their mobile promotions to be the same across channels and device while in a store, and 15% have showroomed 69% expect prices to be the same. in the past three months. However, the survey results indicate that many Consistency across channels is also key. The retailers are not providing a seamless customer

20 www.onwindows.com Delivering a positive in-store experience remains a key priority for retailers across North America experience in some key areas. When asked about “Delivering a seamless experience across all the seamless experience at their favourite retailers, retail touch points remains both a key challenge only 31% of shoppers said that their customer and prime opportunity for retailers today,” said accounts were completely connected across in- Donnelly. “Those retailers able to integrate store and online channels, and just 32% said that the physical store with the rest of their digital they were able to earn and use loyalty points across capabilities, and who also use analytics to multiple channels. In addition, the proportion support new models of customer engagement of shoppers who believe they will secure a better and personalised service, can gain a true price online rose from 21% to 31%. competitive advantage.”

21 REGIONAL PERSPECTIVES

Europe, Middle East and Africa

Mobile platforms and digital touchpoints will continue to shape the European retail market, while the increasing political stability of countries and more modern retail infrastructures will lead to growth in the Middle East and Africa

European consumers are increasingly using multiple devices – such as mobiles, desktops and tablets – to “While admittedly a research products, locate physical stores, compare number of challenges prices and even purchase products. Forrester Research expects that this trend will continue in wait for retailers hoping 2015 as the European retail industry enters a ‘year of experimentation’ and more companies explore to invest in the markets, ‘mobile moments’, in-store digital technology, and cross-touchpoint measurement in order to win, serve, this is an especially good and retain customers. Although retailers across Europe have already time for fast-moving recorded a 50% rise in online traffic generated by mobile users, many still regard the mobile platform consumer goods and as simply an extension of their online site. Next clothing brands to grow year, Forrester expects that this will change as the more mature European organisations start business in these regions” to recognise the potential it offers to improve customers interactions and drive overall sales. 2015 will also see many European retailers trial “E-business professionals need to pay attention in-store beacons and sensors to provide customers to their target customers’ increasingly multi- with additional product information or promotional touchpoint shopping behaviour,” said Michelle offers via smartphone apps. For example, UK retailer Beeson, Forrester Research analyst. “They should House of Fraser is trialling beacons embedded in map their customer journey, work to enable mannequins that send product information about seamless cross touchpoint experiences and the display outfit to customers. continually optimise their overall digital presence Forrester’s European Mobile and Tablet Commerce to ‘be there’ at customers’ moment of need – or risk Forecast, 2013 to 2018 report predicted that mobile losing out.” and tablet commerce combined will account for 49% of online sales by 2018. Forecasts suggest that Africa and the Middle East Southern European countries, such as Italy and According to Planet Retail’s chief economist Boris Spain, will adopt multi-touchpoint shopping faster Planer, Sub-Saharan Africa and the Middle East are than other European markets due to the rapid now the fastest growing regions in the world after level of smartphone adoption. Meanwhile, Western Asia. “While admittedly a number of challenges wait European online retail sales growth will continue to for retailers hoping to invest in the markets, this is outperform overall retail sales until 2018. an especially good time for fast-moving consumer

22 www.onwindows.com The use of in-store beacons and sensors are set to grow within stores during 2015 goods and clothing brands to grow business in these infrastructure have the potential to develop it into regions,” he said in a blog post for World Retail Voice. a real opportunity,” said Planer. Saudi Arabia and the United Arab Emirates However, Sub-Saharan Africa still provides remain the Middle East’s largest consumer markets, multiple challenges for various retailers, such as a providing a well-developed infrastructure of lack of shopping centres outside of South Africa, shopping centres that are increasingly leveraged caused by slow development in the property by international clothing and luxury brands. sector. Planer said: “In the grocery space, the Egypt is fast becoming another key market, while often weak infrastructure and supplier base might Cairo and Tehran are currently the biggest urban allow for small numbers of upmarket outlets, but retail markets in the region. “Once Tehran ends development needs to continue for at least another its political isolation, the city’s extraordinarily 15 years before Sub-Sahara is mass-market ready in high sales densities and fairly modern retail terms of hypermarkets.”

23 REGIONAL PERSPECTIVES

Asia-Pacific

Rapidly expanding mobile ecosystems and increasing smartphone adoption is expected to spur online sales and the growth of e-commerce in the Asia-Pacific region over the next five years. We explore which countries are set to lead the way

Increasing smartphone penetration and the 2019, while statistics discussed at Gartner’s adoption of mobile ecosystems are expected October 2014 India Symposium/Itxpo revealed to significantly boost the e-commerce market the country’s e-commerce market would grow by in the Asia-Pacific region over the next five 60-70% from US$3.5 billion in 2014 to hit US$6 years. Forrester Research predicts that growth billion by 2015. rates in the online retail market in Asia-Pacific “Digital commerce is at a nascent stage in during this period are set to be double those India, however it is one of the fastest-growing in North America and Europe. It also forecasts e-commerce markets in Asia-Pacific,” said Praveen that online retail sales in Australia, China, Sengar, research director at Gartner. “B2C India, Japan, and South Korea will grow at a e-commerce leads the market in India, while compound annual growth rate of 18.5% to B2B is limited to organisations that drive online reach US$1.3 trillion by 2019. channels to integrate with their partners and According to Forrester’s Online Retail Forecast, distributors.” 2014 To 2019 (Asia Pacific) report, China Similar to China, m-commerce is also gaining accounted for 79% of online retail sales in the traction in the Indian market. This growth Asia-Pacific region in 2014 and is expected to has been powered by a host of macro factors become the first to generate US$1 trillion in including the emergence of a young, mobile- online retail sales in the next five years. savvy population, more affordable connected “Several factors contribute to this tremendous smart devices, low broadband penetration, fewer growth, including the rise of mobile shopping, traditional brick-and-mortar stores, and the e-commerce’s increasing wallet share and number of vendors investing in mobile platforms. category expansion, improving logistics and Forrester’s Online Retail Forecast, 2014 to 2019 penetration into China’s lower-tier cities,” said (Asia Pacific) report revealed that 27% of the Satish Meena, forecast analyst at Forrester total online retail sales in Asia-Pacific were made Research, in a blog post. “Increasing disposable via mobile devices in 2014, which is expected income and urbanisation are also powering to increase to 62% by 2019. The number of the continuing growth of China’s online smartphone and tablet owners in India is also retail market. To serve a market of this scale, expected to double by 2017, while mobile sales are e-commerce companies doing business in China set to overtake traditional desktop sales in 2016 to must strengthen their logistics so that they can reach US$19 billion by 2019. maintain the overall customer experience.” To remain successful, online retailers in the Breaking into India’s market will also be top Asia-Pacific region will need to collaborate with of the agenda for many e-commerce businesses. competitors that offer marketplace sites and Although the country currently has a small access to new customers, payment services to e-commerce market that accounts for less than acquire global reach, or hosting services to achieve 4% of the total global retail industry, it is growing scalability and availability. They will also need to at the fastest rate in the Asia-Pacific region. invest in personalising services, digital marketing, Forrester’s report predicted that India will web analytics, big data and targeting India’s 200 have 125 million online buyers by the end of million social media users.

24 www.onwindows.com REGIONAL PERSPECTIVES

Latin America

Led by the likes of Brazil and Chile, Latin America is regarded as an increasingly favourable environment for retailers. Offline and online channels are growing fast, e-commerce is improving, and international players want a slice of the pie

With eight countries – Chile, Uruguay, Brazil, post. “Issues like complex tax navigation and the Peru, Panama, Colombia, Costa Rica, and Mexico long path to profitability are well documented. In – included in the 2014 A.T. Kearney Global Retail addition, companies need to prepare for shifts in Development Index, Latin America continues to what consumers buy online and how they make show strength as a regional retail growth market. these purchases.” Three of the top five countries in the index are Trends that are being set in Brazil are likely to be from South America and Latin America markets, good indicators of what can be expected in other fast including Brazil (5) with its huge market, Chile developing markets in the region. (1) with its sophisticated mid-sized market, and “Offline and online channels are spreading Uruguay (3), where high consumption levels are fast,” said the A.T. Kearney report. “In addition, attractive to luxury brands. e-commerce is growing stronger and more Based on this promising growth, several sophisticated.” international players are expanding in the region. Indeed, consumers in Latin America are starting For example, fashion retailer Abercrombie & Fitch to buy across a much wider variety of categories recently announced its entry into Mexico by signing online. Aside from items such as books and media, a franchise agreement with Grupo AXO to establish consumer electronics, or computer hardware, a retail network for Abercrombie & Fitch and which tend to be the most common products to Hollister brands in the country. be purchased online, categories such as apparel are “International retailers are entering and gaining also beginning to form a greater percentage of total ground in a highly competitive environment online retail sales. with local and regional leaders,” according to the Looking ahead, the next phase for retailers will A.T. Kearney report. “This battle is most intense be to transition to delivering a true omni-channel outside of the region’s capital cities, where new offering. “Some Brazilian retailers were early movers markets are emerging as consumers opt for when it came to connecting online and offline modern retail formats.” channels,” said Wigder. “For example, in places Brazil in particular continues to retain its like São Paulo and Rio de Janeiro, tax incentives reputation as a huge success story for consumer and encourage consumers to provide their CPF (similar retail brands in Latin America’s growing consumer to a social security number) at the time of online or market. According to Forrester’s Evolution Of in-store purchase – forward-thinking retailers use eCommerce In Brazil 2014 report, the country is these CPFs to track customer behaviour. However, Latin America’s largest online retail market by a wide most retailers face a long journey to full online/ margin and growth rates remain high. Over the next offline integration, and many face substantial few years, the market is expected to grow by 18% to technology and organisational hurdles: Some have reach US$35 billion in 2018. explained upfront on their websites that in-store “As in every fast-growing e-commerce returns are impossible due to differing online and market, however, companies that compete in store systems.” this environment face numerous challenges,” Bridging the two channels will be essential if cautioned Zia Daniell Wigder, vice president and retailers want to really capitalise on the massive research director at Forrester Research, in a blog spending potential of consumers across the region.

25

VIEWPOINT

Achieving a new level of collaboration in a digital era

HENRIK FUCHS: CONCARE IT

How Microsoft’s powerful IT solutions are helping businesses reach an entirely new level of performance

nstant access to accurate information and the work collaboration. Companies who rely solely ability to act on this data are the two key factors on e-mail communication are often challenged by Iaffecting the success and prosperity of retail weak centralisation of document and information organisations today. Running a successful business policies management, a lack of historical records, requires all employees to make informed decisions insufficient data protection and poor intellectual at a level relevant to their role within an enterprise. property integrity. However, these decisions cannot be based on In our daily lives, we know exactly how to access unstructured and dispersed knowledge, which is information and stay connected with our friends often a burden that organisations are struggling to and families. We know what apps to install on our overcome with initiatives to increase productivity. smartphones and tablets to be more productive, At Concare IT, we understand that things such communicate and to collaborate. From devices, as employee retention, satisfaction and ambition wireless networks, fast internet access, social media are also important. While motivated knowledge portals, electronic documents and e-mail, everyday workers are productive and efficient, they are often life is ruled by technology. This technology will hindered by disconnected technologies and systems. only become more commonplace, so organisations These systems produce unstructured information need to explore how they can adopt it and bring the that must be organised into a useful and meaningful modern style of everyday life into the workplace. format, which takes time and resources, increasing By using this technology, organisations can costs and preventing the employees from focusing redesign and reshape Information Workplaces to on mission critical activities. create engaging and intuitive environments where To enable their employees to be more productive, employees feel comfortable and natural. In the creative and conscious of their actions, Concare future, Information Workplaces will be able to IT helps organisations to create Information learn about individual employees and what they Workplaces. These digital environments are places do, allowing them to renew their focus on mission where employees can work together in organised, critical activities. connected and efficient way, supported by the Currently, there are many technologies that can right tools. Over the years, e-mail has become a help organisations to build successful content and significant, if not the most important, collaboration collaboration platforms. tool. While it’s clear that e-mail is an effective Microsoft SharePoint, for example, enables communication tool, it is certainly not the right different software functionalities to be aggregated method to ensure truly efficient and productive and helps information workers access data, share

27 expertise and collaborate effectively. Organisations editing mode or even take content offline and worldwide are using the combined features of synchronise it with the OneDrive for Business SharePoint, Exchange and Lync to transform their app. Meanwhile, the improved alert functionality business and achieve the best results. SharePoint helps to ensure that users are regularly notified alone is an efficient platform that changes the way when changes are made. Employees stay that people work together, organise projects and connected and share their expertise on MySites, teams, share ideas and discover and keep track of a feature-rich web application that comprises a the information. blog site and a OneDrive for Business library, as One of the questions frequently asked by well as profiles, tags, activities and an aggregated organisations is ‘What do we get from SharePoint view of all tasks assigned to users. Organisations investment?’ The improved functionalities of can go far beyond simple team collaboration SharePoint 2013, the updated out-of-the-box and enhance SharePoint with Project Server, features set, the extranet licence waiver and the new SQL 2014 Business Intelligence, Active Directory app model that offers many free apps for SharePoint RMS, Exchange and Lync to create a streamlined, and Office are just the tip of an iceberg when it secure and connected Information Workplace. comes to answering that question. With the introduction of Microsoft’s Yammer Indeed the deployment and use of a SharePoint platform, organisations can benefit from a cloud- 2013 farm in an organisation can help to reduce based social channel that will enable employees the total cost of ownership for an Information to engage in work-related activities, discussion Workplace. Recent changes to the Microsoft Cloud groups, news updates and more. offering – such as removing the 2GB file size limit We are addicted to e-mail. It is a fast and and the investment in Data Loss Prevention for memorable way of communication and allows Office 365 – and management and operational users to forward files and documents, which is the cost reductions also make the cloud platform ideal number one action executed on a finished, business for hosting Information Workplace solutions. related document. SharePoint, brought to business Organisations that tend not to keep their data clients by Concare IT, uses the Site Mailbox app in the cloud can also benefit from the wealth of to provide a central place for the teams to store, productivity and security features available with an access and edit e-mail threads and documents. on-premise SharePoint farm deployment. The new Teams can choose to use Site Mailbox to gather and improved set of Hyper-V features can help to relevant e-mail conversations or even collaborate reduce costs and management overheads associated while composing messages. Employees can view with running a SharePoint farm, including full Site Mailbox in Outlook, while a SharePoint-based compatibility and support for Microsoft SQL Server library is displayed as a folder, together with all 2014 virtualisation. the documents, making it even easier to forward Now the default settings of SharePoint enable documents to other employees. groups of people to simultaneously work on content and allow individuals to use the exclusive Henrik Fuchs is the CEO at Concare IT

28 www.onwindows.com

NetTickIT VIEWPOINT

Turning omni-channel into reality

GORDON GRANT: PIERHOUSE

How smart signage, innovation at the shelf edge and big data can help retailers to match the in-store and online experience

n today’s fiercely competitive retail marketplace, retailers can achieve a competitive advantage by “Consumers still feel Ifocusing on smart in-store signage management. the need to go into Effective signage across stores can increase direct sales and optimise big data projects, enabling retailers to stores to touch and become true adopters of omni-channel models. The need to implement omni-channel interact with products” strategies is at the top of the agenda in the changing retail landscape, facilitating agility and the ability to respond to customer needs. decisions are still made in-store. Therefore, it is Essentially, it is about consistently fulfilling imperative that once customers enter the store, customer requirements across all devices and retailers must offer personalised and compelling channels globally, whenever the customer wants propositions to appeal to people and make sales. that interaction to take place. Operating across Physical stores are evolving into destination venues, isolated channels is no longer an option, as or aspirational places that showcase products to the customer journey is spread across multiple their full effect and allow customers the opportunity mobile devices and intertwined with visits for multi-touch shopping, creating an entertaining to physical stores. Now customers expect a and digital experience. consistent and seamless navigation from an Stores are still seen as an integral part of the online channel to bricks-and-mortar stores. overall customer journey and A.T. Kearney’s research entitled Connected Consumers Are Importance of the physical store Not Created Equal indicates that the shelf-edge While the digital shelf has opened up the retail decision point can influence up to 40% of marketplace, consumers still feel the need to go into impulse purchases, compared to just 25% from stores to touch and interact with products. Today’s online. Meanwhile eBay and Deloitte’s recent consumers are much more informed about product The Omnichannel Opportunity found that online selection and enter stores armed with knowledge channels currently take away just £5 of every £100 and, in many cases, a strong buying preference. from the high street, but only for retailers that However, figures from global in-store marketing have an omni-channel capability. In fact, some research association Point of Purchase Advertising of the online powerhouses are actually crossing International indicated that 76% of purchase the digital divide and establishing a high street

31 presence. So, while it is clear that digital will not replace the high street any time soon, achieving integration and consistency is critical to the success of the omni-channel approach.

Maximising sales with smart signage Once consumers have been persuaded into stores by attractive online offerings and destination store formats, it is imperative that retailers can fully maximise all sales potential and optimise their insights. This is where effective and smart signage comes in. It can be detrimental to sales if customers have made a purchase decision and head to the shelf only to find inaccurate product or pricing information, or even worse, a price that is inconsistent with that displayed on the retailer’s own website. Retailers need to be agile and offer responsive signage that can be updated quickly and easily to ensure compliance and a competitive edge that integrates with the digital world. In fact, retailers report that effective in- store signage can increase sales at the shelf edge by up to 30%, while conversion rates have been shown to rise by as much as 70%.

Innovations at the shelf edge Gaining valuable data insights Traditional paper shelf-edge labels have the The need to be competitive and maximise customer capacity to contain much more than price spend has also led many retailers to look to their information. Product details, special offers and vast repositories of data contained in their various images can also be included to provide far greater systems. Beneath all of these facts and figures are information for customers. Clickable paper, valuable insights that can be extrapolated and used SnapTags and QR codes can all be scanned via the to improve customer targeting. By leveraging big consumers’ smartphones to take them straight data, operations can be streamlined, customer to detailed information via the retailer’s website. interactions can be personalised and staff can be According to Google Dashboard research, 84% of armed with greater knowledge to grab a bigger surveyed smartphone shoppers used their devices share of the customer wallet. Omni-channel then to shop while in store, indicating that ticketing becomes a true reality offering a consistent message remains a very important cog in the omni- across any channel the customer chooses to engage channel wheel. with. This consistency is relevant both online and The ability to integrate customer reviews also within the context of stores themselves. for individual products at the shelf edge is also Although all of this technology is available a key feature. Electronic shelf-edge labels can currently, it may take some time before consumers offer retailers the ability to update prices in real and retailers adopt all of these innovations. However, time, enabling promotions to become available as retailers prepare to update their legacy systems as across all digital formats at the touch of a button. part of their omni-channel strategies, they should Augmented reality is another area gaining ground leverage the power of smart in-store signage and in the retail space. Smartphone users can use their incorporate innovative solutions that can be easily devices to interact with in-store signage and gain adapted to future market changes. Unlocking value a 360-degree view of products. In-store sensors, today from existing systems using smart signage can near-field communications and mobile payments reap instant benefits to the bottom line. may take this area a step further, allowing consumers a truly interactive in-store experience. Gordon Grant is the chief technology officer at Pierhouse

32 www.onwindows.com

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Reimagining retail

RAJASHREE R: TATA CONSULTANCY SERVICES

Retailers can harness the power of the five digital forces to help transform the customer experience

cKinsey and Company’s 2010 Creating often begins well ahead of the purchase process, as value in the age of distributed capitalism customers tend to research the product online in Mreport states that ‘every century or great detail, sifting through customer reviews or so, fundamental changes in the nature of listening to social media chatter. consumption create new demand patterns that With the proliferation of new retail channels, existing enterprises can’t meet.’ Two decades ago, shoppers are no longer compelled to fulfill a pure play online was the game changer in the retail purchase in a brick-and-mortar store, forcing industry and in recent times, digital technology sceptics to question the very existence of stores. New has brought about seismic shifts in just about retail channels have led to increased competition, everything, from customer behaviour, to the way especially from pure online retailers, who are retailers interact with customers, and the customer squeezing the profitability of brick-and-mortar shopping cycle. stores through aggressive pricing and price Consider the process of product discovery. In transparency. Showrooming brings the threat of the past, finding the right product depended on online directly into brick-and-mortar stores as how familiar the customer was with the product customers can immediately make price comparisons and brand, or simple serendipity. The salesperson and choose the best deals. was usually considered as the authority on the Changes in purchase behaviour have also taken product and had a significant influence on the place across the customer lifecycle, right up to the sales conversion process. Today, product discovery feedback process. Previously, customers wrote to a retailer or spoke with a representative at a call centre to complain or give feedback on products and “Today, the ubiquitous service. Today, the ubiquitous digital customer is more vocal across social media channels, web chats, digital customer is and mobile surveys. Clearly the traditional funnel purchasing more vocal across model, which is based on a linear customer social media channels, journey, is no longer relevant. While the fundamental stages of the customer journey are web chats, and the same, the purchase decision process is more complex and spaghetti-like with many touch mobile surveys” points, loops, diversions, and switchbacks.

35 Reinventing business strategies soon become the saviours of the retail industry. The retail industry has reached a turning point, and Digital Reimagination is the process wherein is facing a tsunami of change. Certainly, the business retailers can reinvent their business models and drivers for retailers continue to remain the same processes, customer experience, channels, and and include goals such as increasing profitability workspace, by leveraging the digital five forces. and revenue, gathering more loyal customers, and These forces include mobile and pervasive enhancing employee effectiveness and productivity. computing; big data and analytics; cloud; social However, customers in today’s digital age want easy media; and artificial intelligence and robotics. The anytime, anywhere shopping with the opportunity to concept of Digital Reimagination is fundamentally find good deals, the lowest prices, all while enjoying a different from digitisation. It does not simply superior customer service. In this scenario, how can take a current process and digitise it, nor does retailers create a win-win situation that benefits both it leverage one digital force at a time. Digital themselves and their customers? Reimagination is more than a ‘bolt-on’ digital To balance customer expectations against the transformation strategy, it leverages a combination industry’s desire for growth, market share, and of digital forces to initiate a tectonic change in the customer loyalty, it is becoming imperative for retailers way business is done, or revolutionise the way a to re-architect every aspect of their business – whether customer is served. The concept can be applied to it is reimagining the customer experience, supply both internal and external processes. In retail, an chain, store operations, marketing, or merchandising. industry in the midst of dynamic changes, Digital Making incremental changes is no longer adequate. Reimagination is a key enabler to keep the business relevant, growing, and profitable. Introducing Digital Reimagination to retail Digital technologies, which are the force Rajashree R. is the global head of Retail Solutions responsible for changing customer behaviour, will Group at Tata Consultancy Services

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VIEWPOINT

Catering to the hyper- connected customer

JULIO MORENO: PRODWARE SPAIN

Retailers must adopt omni-channel strategies and deploy innovative in-store technologies

raditional brick-and-mortar retailers that “It has become only sell their products via physical stores Tare facing a strong process of change. The imperative for retailers swift adoption of mobile platforms by consum- ers is pushing these retailers to implement new to have a unified view digital sales channels, as well as to use technology in their traditional physical channels to offer their of their catalogues, customers a customised shopping experience that is relevant and available anytime, anywhere. stocks, prices and Today, cross-channel strategies that integrate the promotions” physical and digital channels are requirements for retailers aiming to satisfy the new omni- channel consumers who want to simultaneously systems that manage each of the individual sales use all available sales channels during the shopping channels, which requires high investment and process. Targeting this type of consumer is a key specialised technical resources that most mid-size objective for any retailer, particularly because recent retailers do not have access to. Fortunately, leading studies indicated that the omni-channel consumer technology vendors like Microsoft have identified spends an average of up to 50% more than those this need and provide affordable software and who solely use the traditional channel. In addition, hardware solutions that provide retailers with these customers are more sensitive to promotions unified platforms that cover and integrate both and loyalty schemes. physical and digital channels. Thus, it has become imperative for retailers to Mobile platforms are also critical. Not only can have a unified view of their catalogues, stocks, prices customers use mobile devices to purchase products, and promotions, as well as cross-channel operations these platforms also help to drive consumers to strategies that allow them to interact with the physical stores and, once the consumer is there, they customers via different methods throughout their can be linked to the retailers’ terminals to support journey. For example, retailers can offer a ‘click the shopping process. and collect’ service, whereby customers can buy Technologies such as QR Codes or wireless near- products online and collect or return the goods field communications (NFC) are also noteworthy. in a physical store. To achieve this new scenario, Currently, these technologies are mainly used to companies must integrate independent information enable customers and employees to obtain detailed

39 information about the in-store products via any catalogue of products. It is also a beneficial tool for multimedia support. Other popular applications are retailers who have e-commerce platforms because it those that enable customers to access promotions allows them to promote the online channels from the by downloading discount coupons, which link to physical store itself. events and social networks, as it helps to facilitate The mobile POS can also be used by store subsequent consumer engagement and viral employees to provide advice to customers. marketing. This type of application also facilitates Employees can access a catalogue of products and, proximity marketing strategies by enabling custom most importantly, customer information from all of push notifications to be sent to consumers’ mobile the different channels they use, allowing them to use devices from in-store beacons. data about individuals’ purchase histories, browsing Undoubtedly, the main benefit of these habits and preferences to make personalised and technologies is that they provide a wealth of relevant suggestions. information to marketing and communication It is also important to mention how the new departments, helping them to define their strategies payment methods will impact retail sales in the and campaigns. They provide data about the most short term. NFC technology adopted by leading popular products, which shops they are purchased manufacturers of smartphones will make mobile from, how long they remain popular and the times payment a reality sooner than we think. most sales are made. Data can also be crossed with In the medium term, we will see the wide information from the POS to measure conversion adoption of in-store technologies such as rates to real sales. Retailers must use business augmented reality, virtual fitting rooms and large intelligence and customer relationship management intelligent screens that interact with people and tools to benefit from these goldmines. mobile devices. Stores will deploy more devices Digital POS and self-service kiosks that allow that offer a more friendly, quick and easy purchase consumers to interact with devices located in stores process that will attract and retain consumers. to obtain detailed multimedia information about the According to experts, the next five years will product catalogue – such as technical features, reviews bring more changes to retail sector than the last from other customers and in-store availability – and hundred. The physical channel will be invaded by promotions or deals, are are also gaining prominence technology, or simply will not exist. Retailers need for their effectiveness in physical stores. In addition, to seize this opportunity. these technologies enable customers to purchase products, even if there is currently no stock in the Julio Moreno is the director of Retail and Distribution store, which is helpful for those retailers with a large at Prodware Spain

40 www.onwindows.com

VIEWPOINT

Building the flagship store of the future online

WAYNE TOMS: BUSINESS CONNEXION | UCS SOLUTIONS

How retailers in South Africa can adapt to and capitalise on the significant changes the market is experiencing

any South African retailers are taking a users has increased by 140% over the last two years. tentative and tactical approach to their In addition, a study conducted by World Wide Worx Monline strategy at the expense of building a estimates that South African e-commerce is growing comprehensive omni-channel strategy and securing at a rate of around 30% a year. But are retailers ready an engaged and loyal customer base. to grasp this emerging opportunity? Internationally, online and mobile channels have To complement its previous research into online been at the forefront of retail sales growth, but shoppers, the UCS Solutions team investigated the South Africa’s progress towards embracing this new online shopping offerings available to South African growth opportunity has lagged. The general view is customers, and the kind of experience that those that the reasons for this have been high bandwidth shopping online were being exposed to. On the costs and unsatisfactory download speeds. While it plus side, South African retailers scored better than is true that only about 0.5% of retail sales in South initially expected, notably in fulfilment, customer Africa are completed online (as compared with the support, and checkout and payment. UK’s 10-13%), international experience strongly However, deeper analysis showed that these results suggests that customers would move rapidly to were attributable to the good showing by the South adopt online channels once conditions were right. African pure-play online retailers. Multi-channel In 2012, UCS Solutions surveyed South African retailers (those traditional retail brands with retail customers to understand whether this physical stores in addition to online channels), in migration was starting to happen. The survey of fact, scored net negative in all categories researched over 1,000 consumers found this group to be far apart from fulfilment. more engaged and discerning regarding online The superior showing by the pure-plays should channels than had previously been thought. come as no surprise given that this is their core A key conclusion was that the South African business. Their sites offered better information consumers appear to be ready to embrace online and were geared to inspire shoppers, were more channels, so why then is the South African online functional and easier to use, and their fulfilment retail market so small? When, and how, is the services were exceptionally fast and very often free. local online shopping market going to achieve South African retailers in general, pure-play and meaningful growth? multichannel alike, scored particularly poorly when Recent developments have been encouraging. The it came to exploring and researching products, with average speed of mobile data access has increased by a lack of information and advice and extremely 50% over the last year, and the number of broadband poor search functionality.

43 It is particularly noteworthy that UK retailers value to be derived in influencing customers through scored much better in virtually all activities that were online channels, than through actually executing the not purely ‘transactional’ but were geared towards an transaction itself online. By not devoting sufficient enriched and engaging customer experience. attention to building excitement, presenting an As the UCS research team began to analyse the appealing product offering, and growing customer results, it became apparent that South African engagement, South African multi-channel retailers retailers were tending to focus on facilitating the are only realising a small fraction of the potential shopping experience and concluding the deal, to the benefits from their online channels. exclusion of the other key elements of the online This focus on the long-term customer sales cycle or journey. This focus actually prevents relationship in retail does not differ much from the multichannel retailers from realising some of the timeless imperative that retailers know – or should major benefits of having an online presence. know – all too well: find out what consumers want Our research showed that local retailers scored and give it to them. But the characteristics of a better than expected in areas such as facilitating good customer experience tend to vary depending the shopping experience and delivering on their on the type of purchase. For example, customers retail promises – the core of the online shopping who are shopping frequently for daily items – such transaction – but consistently poorly in areas as groceries, cosmetics or lotto tickets – value an such as driving traffic to their sites, presenting an experience that is easy and quick. By contrast, appealing product offering, and growing customer those buying a luxury car or a cruise on the Queen engagement – where the customer’s attention, Mary will respond to inspirational/aspirational commitment and loyalty are developed. content, while customers buying an appliance or Research shows that while online sales account do-it-yourself equipment value expert advice and for 8% of total sales in the US, sales influenced by practical suggestions. There are many nuances, online exploration and research account for a further but ease of use, expert advice, inspiration and 45% of total sales. In other words, there is more aspiration are vital. For many retailers, the online store is becoming their true ‘flagship’, the store where they can offer their quintessential brand experience to customers. This trend is being driven by a number of factors. Thanks to advances in analytics, retailers can recognise the customers as they enter the online store and know exactly what their purchase history and worth is – and can respond to them in real time. Retailers can showcase their products imaginatively, using multimedia to show how they can be combined to create a certain style or look. Retailers no longer have to rely on store staff to create a truly rich customer experience. Online stores are open 24/7, meeting the customer’s increasing desire for convenience. It’s a truism, but retail is all about the customer. Online channels are growing in importance for customers, so there is no question that retailers need to focus their energies on getting it right. At the same time, though, an effective online presence has considerable benefits for retailers, not the least of which is the opportunity for developing a truly engaged and loyal customer community at a time of increasing competition both from local and international players.

Wayne Toms is an executive of innovation at Business Connexion | UCS Solutions

44 www.onwindows.com Great solutions for retail and entertainment

NP Retail is a combined point of sales and financial management solution certified by Microsoft. It includes software, hardware, implementation, training, hosting and support.

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NP Entertainment is a product suite where the individual products – Ticketing, Booking, Member Card and Access Control – can be combined into solutions for both physical and online ticket sales.

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Tel: +27 (0) 11 367 8200 | Fax: +27 (0) 11 463 9141 | Web: www.sisglobal.com | Email: [email protected] SIS House, Eton Office Park West, Cnr Sloane and Harrison Streets, Bryanston, South Africa, 2196 VIEWPOINT

Is fear directing your business?

ROBERT HAWLEY: SIS GLOBAL

Resistance to change can prevent retailers from gaining the most from their technological investments

he future of retail has been widely discussed. technology investments. The technologies available New trends are by and large understood and are today for retailers are exhaustive and the evaluation Tfast becoming reality. However, while retailers are process can be hugely time consuming. Technology ready to embrace the inevitable changes, they are still partners who specialise in the retail sector are best hesitant to embrace technology trendsetters, opting placed to take on the role of evaluator as they can to choose those tried and tested platforms of the past. take a holistic view of retailer’s current and future Retail is entering a new frontier. But where are the needs, while at the same time using their network to pioneers and what is holding them back? determine which solutions will give optimal value Of all the roadblocks to enterprise resource and move a business in the right direction. Leveraging planning (ERP) implementation success, resistance to on more than just the implementation skills of a change is probably up there with the worst of them. technology partner and trusting them enough to work But fear of the unknown also has retailers questioning with your business in an advisory capacity can help their ERP technology choices. No one wants to be first! optimise business and IT strategies. Retailers are looking at their counterparts for guidance, Omni-channel retailing, e-commerce, cloud when what they should be doing is asking themselves technology and social media are just some of the key which ERP technology offers them a future-proof trends that are shaping the retail landscape of the investment and also caters to their current needs. future. New technology leaders are embracing this Another influencing fear that drives retail landscape better than traditional software vendors by technology decisions is the anxiety of being the providing a stable platform for their broader system scapegoat for failed outcomes. Decision makers landscape. These new technologies have been built who opt for tried and tested ERP solutions are less from the ground up with the future in mind. exposed to risk. In such instances, finger pointing is Emerging trends in payment merchandise, often directed at the implementation partner for poor wearable computing, social analytics and e-commerce delivery of a proven solution. A decision maker that are exciting new developments that allows retailers takes a bold step and opts for trendsetting technologies to effectively differentiate their brands. But to be a however becomes vulnerable to finger pointing should pioneer in this new landscape will require retailers to things go awry, and may become the scapegoat for embrace innovation and move away from familiar choosing the ‘wrong’ product. legacy systems of the past and all these underlying fears Deriving maximum value from the total cost of that infiltrate the decision making process. ownership should be a fundamental strategy of any technology partner when advising a retailer on their Robert Hawley is CEO at SIS Global

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B&Q UK home improvement retailer deploys 2020 Ideal Spaces solution in 360 stores to expedite interior design projects

SOLUTION: CLOUD-BASED INTERIOR The company, which has been a Microsoft Certified DESIGN PORTAL Partner since 2004, uses many Microsoft products to TECHNOLOGY: , develop and deploy its web-based solutions. These .NET FRAMEWORK, SQL SERVER AND include Microsoft Visual Studio, .NET Framework, WINDOWS SERVER SQL Server and Windows Server. PARTNER: 2020 B&Q rolled out B&Q Spaces to more than 360 stores during the first implementation phase in 2014. hen UK home improvement and garden The full online deployment on the B&Q website is retailer B&Q decided to embark on a jour- planned for 2015. The company has already achieved Wney to revolutionise the way it worked with an increase in revenue in stores with the solution, as customers on interior design projects, it wanted to well as significant improvement in the time it takes for simultaneously increase the level of customer involve- customers to get the designs they want. ment and significantly enhance the efficiency of each “We’ve been pleased with the launch so far, and are design project, from inception to installation. excited about going live on our website,” says Mike B&Q’s idea was ambitious, but the company knew Durbridge, omni-channel director at B&Q. “An added it could potentially be achieved by rethinking the way benefit we’ve found is that customers have more fun it interacted with customers and by implementing and feel more involved in the design project, which cutting-edge, web-based design technology that often leads to a higher transaction value.” enabled designs to be completed faster and with more The B&Q Spaces project is built on the 2020 customer involvement. B&Q decided to work with its Ideal Spaces solution platform, which connects long-time partner 2020, which was then in the early consumers to retailers via an online tool that stages of developing a next generation web-based enables them to plan and purchase their next collaborative space planning solution. interior design project. 2020 Ideal Spaces makes it 2020 has a well-established track record as a leading easy and enjoyable for customers of retailers like developer of applications and technology for space B&Q to imagine and create their design projects, planning and professional interior design applications. from start to finish, wherever they are.

49 adMShrP.pdf 1 2.12.2014 12.31

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Kesko Food Analytics and business intelligence solutions provider Analyse² helps food retailer to improve assortment planning capabilities

SOLUTION: ASSORTMENT PLANNING AND that the company partnered with Analyse² to build SUPPLIER COLLABORATION localised assortments. TECHNOLOGY: MICROSOFT SQL SERVER Analyse² and Kesko Food launched the category ENTERPRISE EDITION, SSAS, SSRS, SSIS, management tools related to assortment planning SHAREPOINT, .NET FRAMEWORK, IIS, and pricing, and supplier collaboration in 2008. WINDOWS SERVER Analyse² used Microsoft technology extensively to PARTNER: ANALYSE² create server-side, data warehousing and reporting architecture for Kesko Food’s product line. innish retailer Kesko Food operates around 2,000 The Analyse² solution enables Kesko Food stores in the Nordics, Baltics, Russia and Belarus, to understand the shopping behaviour of its Fand generates total net sales of €11 billion. customers to create assortments that meet their Kesko Food’s stores are all very different and have needs and the demand. The unique system enables around 25,000 stock keeping units, which makes it the retailer to combine information about loyalty difficult to plan assortments without suitable tools. cards, products and store-level POS to make fact- Although many of the retailer’s popular brands based assortment decisions. remain the same and its 1,000 primary products Since deploying the Analyse² solution, Kesko account for half of its sales, the remaining percentage Food’s gross margins have increased by 1% and of the sales varies across the different stores. This its sales have grown by 5%, yielding more than means that each assortment must be carefully €40 million in annual benefits. In addition, Kesko planned to ensure every store retains its competitive Food has significantly reduced the time needed to advantage. This is where Analyse² comes in. build its assortments. “We addressed this problem together with “Previously, we were creating suitable Analyse², and found a common plan,” says Ari assortments, but now we’re able to hit all of the Akseli, vice president of Kesko Food. He explains right targets,” says Akseli.

51 CASE STUDY

Telenor Hungary Futurion helps mobile phone company’s legal department improve its document management processes with Microsoft Office 365

SOLUTION: DOCUMENT MANAGEMENT TECHNOLOGY: MICROSOFT OFFICE 365, “Futurion’s solution EXCHANGE ONLINE, ONEDRIVE, SHAREPOINT PARTNER: FUTURION has been expanded to serve more staff and elenor Hungary is a leading operator in the Hungarian mobile voice and broadband now serves a number Tservices market. The company offers easy- to-use and affordable mobile voice and data ser- of the legal teams vices to both consumers and business customers. The company’s legal department needed to across the Telenor improve the way it dealt with, stored and secured its legal documentation. Hungary group” To help advance its processes, Telenor Hungary turned to Futurion, a Budapest-based company with Furthermore, these methods cannot ensure the many years of experience in helping companies’ legal required level of data privacy. teams improve their document management. To counter this and improve clients’ document Most of the time, the IT infrastructure management capabilities, Futurion has created clients use is insufficient and obsolete. Most a solution that adds significant value-add to the of the documentation they produce in their business processes of its clients. regular business operation is paper-based. The Futurion implemented a solution suite for management, storage and retrieval of documents Telenor Hungary to help enhance its paper-based are not efficient using traditional methods. document management within the Microsoft Office 365 environment which integrates value added partners’ services (OCR and legal knowledge base) with Microsoft online services. The Futurion suite uses the Exchange Online, OneDrive and SharePoint online components of Microsoft Office 365 software to deliver a comprehensive service to users. The solution automatically creates individual client interfaces and access permissions in the SharePoint Online service. The solution also automatically sets up individual permissions and sharing properties to the OneDrive for Business service, and grants access to the online services of partners automatically. Telenor Hungary has benefitted from unlimited data storage, cataloguing and search services, controlled security and low costs. Futurion’s solution has been expanded to serve more staff and now serves a number of the legal KB OCR teams across the Telenor Hungary group, which also has a presence in a number of European markets.

52 www.onwindows.com PROFILED

Effective asset management Business Connexion help a large South African company centralise visibility of hardware and software assets

SOLUTION: IT ASSET MANAGEMENT information technology infrastructure library TECHNOLOGY: MICROSOFT SYSTEM CENTER process areas such as configuration, incident, CONFIGURATION MANAGER release and change management. This has led to PARTNER: BUSINESS CONNEXION the sharing of relevant SAM information with all teams that can benefit and the reciprocal initiative usiness Connexion was contacted by a South of making visible to the ITAM team activities African beverages company that employs that have a bearing on software licensing and Bmore than 8,000 employees and oper- compliance management functions. ates across the country. The beverages company The next twelve months will see substantial inroads distributes its brands to retailers via a national being made into areas of financial control and software network of depots and distributors. contract renewals with savings being realised. The client’s environment was such that an Business Connexion was able to quickly IT asset management (ITAM) programme was deliver on this solution, which used a range of desired to help enable greater visibility and control technologies, including Microsoft System Center of the company’s hardware and software assets. Configuration Manager. BCX delivered a solution that today means a Client process improvements following the compliance status of all software for which the implementation of ITAM include the centralised client provided license entitlements has been visibility of hardware and software assets, an achieved. For the first time, the company now has accurate SAM database, and improved Software sight of all software deployed and can identify license control. The customer is now on the road to unauthorised software and versions that should key vendor compliance and financial control, and is not be in use. benefiting from more accurate software budgeting. Software asset management (SAM) processes As a result of the IT asset management have been reviewed, redesigned (or created), programme, a state of continuous compliance for and implemented with touch points into other the company was achieved.

53

PROFILED

Clarion Interpreting Cambridge Online Systems helps company to reduce booking times for its interpreting services providers

SOLUTION: CUSTOMER RELATIONSHIP MANAGEMENT “Clarion’s new TECHNOLOGY: MICROSOFT DYNAMICS CRM 2011 PARTNER: CAMBRIDGE ONLINE SYSTEMS customer relationship management system stablished in 2002, Clarion Interpret- ing provides high-quality, value-driven has provided many Einterpreting services across the private and public sectors between people who are deaf and benefits and been well hard of hearing. With an annual turnover of £2.2 million, Clarion supplies an average of 50 British received by customers” Sign Language users a day to a variety of clients. These include major international, national and prices more competitive, it has also made local organisations and hospitals. managers more confident that they can grow Clarion’s previous booking system was slow business by more than 50% without having to and inflexible and was unable to support the employ more staff. company’s growth ambitions. To ensure it could The system has also reduced procurement costs, perform booking transactions more quickly, improves ongoing profit margins, helps to define extract timely and accurate management marketing strategies and enables management to information, and integrate booking data with measure the performance of each individual staff its accounting system, Clarion implemented member more effectively. In addition, the finance Microsoft Dynamics CRM 2011. team can now use the system to raise invoices Cambridge Online Systems installed the without the need for a back-office programme, solution and customised it to suit Clarion’s specific while invoice data is exported directly into the requirements, developing a number of bespoke company’s finance software. components. These included a diary-view booking “We can now clearly see which system to enable employees to quickly identify communications solutions are being used in available agents, as well as a location- and skills- various markets and the gross profit margins based search function, and system to automatically they secure,” says Cullen. “This metric-driven confirm bookings via e-mail. culture gives us easy snapshots into areas such “Cambridge Online took the time to learn as market, product and income; these are used all areas of our business via structured scoping for business intelligence but also to motivate and sessions,” said Cheryl Cullen, head of Business celebrate our successes.” Development at Clarion Interpreting. “This, Meanwhile, team members can access the added to the company’s excellent customer system regardless of their location, enabling relationship management (CRM) knowledge, them to analyse the customer’s contact and enabled it to create a very effective solution.” transaction history and prepare for meetings. Clarion’s new CRM system has provided “Microsoft Dynamics CRM is allowing us many benefits and been well received by to move from good customer service to great customers. Management now has a clear view customer service,” says Cullen. “We all feel of activities and related costs and revenues, empowered now, both in terms of information while each individual booking process has and how we use that information. We’re more been reduced by six minutes. Not only has this efficient and work at a more competitive rate, and reduced the internal costs and made Clarion’s it’s all because of Microsoft Dynamics CRM.”

55

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ALCAR Group Entelion’s Teamshare e-commerce platform powers ALCAR’s online shops in France, Romania, Russia and Turkey

SOLUTION: E-COMMERCE of dedicated integration modules with each TECHNOLOGY: MICROSOFT ASP.NET, MICROSOFT country’s ERP system. SQL SERVER 2012, TEAMSHARE CMS The result was a set of e-commerce stores PARTNER: ENTELION SOFTWARE focused primarily on business-to-business solutions where distributors log in to benefit LCAR is an internationally active indus- from latest wheel-car product and fitment data, trial and commercial group that places its as well as from custom pricing policies as defined Astrategic focus on steel and alloy wheels. in each ERP system. Online users and orders are The ALCAR Group is also a market leader in the now inserted directly into the ERP systems, while European automotive aftermarket sector. stocks and prices are constantly synchronised The Austrian group of companies’ presence with the online stores. across Europe amounts to roughly 30 companies Additionally, a new set of online tools was in 16 European countries. The group’s production developed solely for distributors via custom facilities in Germany, Switzerland and Indonesia configurators and web services, enabling guarantee high product quality and production resellers to deliver real-time, up-to-date product flexibility. The company’s seven proprietary brands information to their customer base and thus sell 5.5 million wheels worldwide annually. ALCAR further increasing the company’s product exposure employs more than 1,200 professionals around the in the online retail markets. globe, and the group’s overall e-commerce share Websites are also synchronised via web services is high. Efficiently-designed electronic processes with central databases in Austria, retrieving in real are a key element and prerequisite of ALCAR’s time a cluster of interrelated product information e-commerce strategy. such as wheels and related accessories like tyre The challenges faced by ALCAR were around pressure monitoring sensors, wheel mounting kits, integrating its e-commerce websites with country- wheel covers and snow chains. specific enterprise resource planning (ERP) systems, For credit or debit card payments all shops have while at the same time ensuring that real-time been integrated with local currency payment gateways. wheel-car-fitment data is retrieved out of the central Business-to-consumer websites were product management databases in Austria. implemented on request as part of the same The Teamshare platform from Entelion rose solution, granting end-consumers access to the to the task through the building and deployment same product database, albeit at consumer prices.

57 m14235 Futura weknowretail (155x245)ad aw.indd 1 23/10/2014 09:20 PROFILED

Lulu Guinness British designer label drives international growth with Futura’s retail solution

SOLUTION: RETAIL MANAGEMENT SYSTEM TECHNOLOGY: MICROSOFT SQL – 2005,2008/2012/2014, MICROSOFT SERVER 2008 AND 2012, WINDOWS 7 AND 8, POSREADY 7, POSREADY 2009 PARTNER: FUTURA RETAIL SOLUTIONS

ith an eye firmly focussed on interna- tional markets, the iconic British de- Wsigner label Lulu Guinness continues to grow, with a highly aspirational product collection forming part of its success. Recently, the combina- tion of a robust retail management system and the resulting strong integration across the business has added further confidence, freeing up management teams to focus on where the opportunities lie. The company operates a complex retail model including a direct retail business primarily in the help ensure smoother stock replenishment, with UK, with Lulu Guinness online and a powerful warehouse fulfilment now following the same wholesale business supporting sales via major format as the website. department stores. Internationally, there are a “Warehouse integration is extremely important growing number of wholesale franchise partners, for us - essential for driving and supporting with stores in New York, Tokyo and Bangkok. our growing wholesale opportunities globally,” The whole business is supported by warehouse says Paul Spinks, managing director at Lulu operations in the UK, US and Hong Kong. Guinness. “Stock management here and the single Lulu Guinness turned to Futura to help address 360-degree view of the business that Futura affords a key challenge. This meant enabling a level of are crucial. Futura is effectively the master system connectivity that would provide a single view which everything else feeds off.” of the business with live stock information. The As well as improving stock visibility throughout retailer went ‘live’ with the Futura retail solution the business, Futura has also ended a dependency in May 2013, with head office systems covering all on time-consuming and sometimes inaccurate core processes, from merchandise planning and manual processes. This means more time for key purchase order management, to allocations and business decisions and inventory control, as well replenishment. By implementing web services, as improved merchandise planning, management Futura has provided robust integration between reporting and integration between departments. head office systems and the online business to The ongoing experience with Futura has been provide real time stock information. This provides ‘extremely positive‘ according to Spinks, who a dynamic bi-directional link between systems, says: “From a process point of view, it allows us with live stock availability. much more time to reflect, review and improve Web services also link third party warehouse how we operate.” systems, providing real-time links to head-office With the foundations in place to power further processes and to the Magento e-commerce system growth Spinks and his team can focus on the bigger behind the website. Futura’s software development issues of growing the Lulu Guinness brand and team has also worked to streamline processes to selecting the right opportunities for the business.

59 Go Further Does your corporate reporting give you enough detail? Can you access reports on any device? Even when you’re on the road? Infodepth has BI solutions to help you to go further.

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Powerful Retail Analytics In daily use by retailers in the USA, Europe and the Far East. Customers from under 30 stores to over 1,000. Our design templates save time and cost on your project. Interfaces to Microsoft Excel for ease-of-use. Go Further with Infodepth • Further into your key data • Further from the office • Further with your budget Visit Us www.infodepth.com Contact Us [email protected] PROFILED

PVH International fashion company deploys Microsoft SQL Server 2012 to help deliver better insights across its global brands

SOLUTION: DATA MANAGEMENT data – down to the size and colour of individual TECHNOLOGY: MICROSOFT SQL SERVER 2012, garments – thus delivering better inventory MICROSOFT EXCEL management, reducing overall stock costs and PARTNER: INFODEPTH making it easier to spot new opportunities. PVH’s platform is seamlessly integrated, VH – with its iconic brands such as Calvin which reduces management time and cost. As Klein, Tommy Hilfiger, Van Heusen, and users can generate their own reports, the IT PIZOD – is one of the world’s largest fashion team saves one day per week and is able to focus companies, creating, producing, and selling clothes on supporting other areas. In using Excel, PVH around the globe. has not needed to invest in licensing a new “In our market, merchandising managers reporting tool, and training has been minimised, need to have a close understanding of leading to annual software cost savings of operations in order to make critical business approximately US$300,000. decisions on a daily basis,” says Jeff Lombardi, While the information within the very large group vice president of Retail Merchandise Infodepth data warehouse is highly complex, Systems at PVH. “While we had vast volumes day-to-day performance is extremely fast. Users of data it was taking too long to extract value are able to run multiple reports at the same time, using our existing tools. We needed a solution reducing the response times significantly. that let us analyse data down to a granular level “Before, we had a blended, top-line picture of to spot market opportunities, was simple to use, operations,” concludes Lombardi. “Now, and could cope with the volume, variety, and with Infodepth, users can analyse all the data they velocity of our data.” need to make decisions and confidently identify After extensive market research, PVH chose to areas for growth. It gives us all the information work with Infodepth, a Microsoft partner with needed to successfully run the business.” Gold competency in Business Intelligence, due to its skills and market understanding. “We’re adding nearly 10 million new entries to our data warehouse every day so we required a powerful, fast, scalable platform,” Lombardi explains. “SQL Server 2012 ticks all the boxes. Excel is already a common language for our users, meaning they could create their own reports from day one with no IT involvement.” The project began with 3.5 terabytes of data covering sales, transactions, and stock ledger information from 16 separate systems integrated into the data warehouse. With the success of the Infodepth solution in North America, PVH is rolling out the concept to its Asia-Pacific operations. This will provide 200 users in Hong Kong, Korea and China with access to the same level of detail as their US colleagues. By implementing Infodepth’s solution, the company now has the ability to analyse granular

61 Focus on the sales not the technology In e-commerce there’s only one standard to hit. Brilliant. Delivering far more sophistication straight out of the box, only Kentico’s integrated marketing solution fast-tracks you to e-commerce success, without the usual complications and costs. Super-smart e-commerce. Simplified.

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Graham & Brown Blueleaf creates an international, industry-leading website on the Kentico platform for home decoration brand and manufacturer Graham & Brown

SOLUTION: CONTENT MANAGEMENT SYSTEM with helpful extras such as an ‘inspiration and TECHNOLOGY: MICROSOFT .NET, DYNAMICS AX advice’ tab and an easy-to-use widget calculating PARTNER: KENTICO the number of rolls required for the user’s wall. It was also important to showcase the brand to stablished by two friends in Blackburn, UK, in an international market. To achieve this, the site 1946, home decoration brand and manufac- was set up with scope for blogs, tips, and advice Eturer Graham & Brown has traditionally sold articles to help express the brand’s heritage, design its iconic designs through large retail multiples. Its and colour expertise. new international website was a huge strategic step, Another key strategic step was to develop a allowing the company to embrace e-commerce. flexible site. Core functionality and user experience Digital agency Blueleaf was hired by Graham & remain fixed, but banners, homepage images Brown to balance inspirational, sharable content and featured products can all be altered for each with best practice e-commerce design. country so they can display something bespoke to To help Graham & Brown achieve its goals, them. Because different tones, icons and colours Blueleaf selected the Kentico platform, which trigger different emotions in different cultures, is based on Microsoft .NET and offers excellent Graham & Brown needed conversational tone and value for money while delivering powerful content design to resonate with the customer. management system, e-commerce, and marketing Since launch, the site has increased international features. Kentico also supports multilingual and sales by 93%, conversion by 54%, and has boosted sales multi-currency capabilities. beyond expectations. The website is responsive across A primary concern for Graham & Brown was desktop, tablet and smartphone. It’s also available in that customers would often want to physically see eight languages with scope for more development as products to check colour, detail, and texture. To the business expands into new territories. solve this, a ‘gallery view’ feature was designed for At present, Graham & Brown are now 90% the product list pages, allowing stunning imagery of the way through a Microsoft Dynamics AX to be viewed full screen, helping to ‘really sell’ the implementation, allowing the site to fully integrate product. Customer experience was also enhanced with all business systems.

63 Distribution challenges? Streamline your sales and distribution process via our customized solution, guaranteed to fit in with your way of working. www.kompozure.com

Kompozure is an agile Microsoft software development company and a pioneer in creating Microsoft Azure applications. Since 2011 our passion and focus has been planning and building modern and demanding Microsoft Azure -based cloud solutions. We help organisations from startups to corporations turn ideas and innovations into modern software products, mobile applications and customized marketing, IT and business solutions. PROFILED

Buster Boats Kompozure helps international boating brand optimise its dealer network with Microsoft Azure

SOLUTION: with Busternet, a web-based service that runs on TECHNOLOGY: MICROSOFT AZURE Microsoft Azure and is reachable everywhere. It is PARTNER: KOMPOZURE always available, guaranteed by Azure service level agreements, and it runs at a fraction of the cost of uster Boats is the most popular aluminium an on-premises cluster. leisure boat in the Nordic countries. The “Microsoft Azure is the correct platform for Bcompany has its roots in Kello aluminium us,” says Tomi Juhola, IT manager of Buster Boats. boats, which have been built since 1955. The “Now our IT department answers to the needs of majority of over 125,000 boats launched are still the business in a timely manner, simply by being in use. Buster is one of the brands belonging to the able to test and deliver solutions at a fast pace, portfolio of Fiskars, a leading global supplier of without having to worry about the delivery times branded consumer products for the home, garden or infrastructure costs.” The dealers use Busternet and outdoors. for making boat and service sales, ordering boats, Headquartered in Raisio, Finland, Buster managing inventories, generating official forms, Boats oversees the sales, distribution, managing campaigns, reporting on maintenance, production and marketing of its brand and and other functions. All this information 150 dealers internationally. The dealers are automatically flows into other Buster systems, independent companies, and it is critical that the creating opportunities in making fast decisions in communication and information flow between production, marketing or sales. Buster and its dealers is rapid, transparent and up- By adopting a Kompozure-built and Microsoft to-date at all times. Azure-based solution, Buster Boats has been able “Our success follows the success of our dealers, to provide a practical and trustworthy service for and so it makes sense to focus on making our its dealers. The development and deployment connection with them as efficient and usable as of the service was completed more quickly than possible,” says Anders Kurtén, marketing and what was traditionally possible, and the total cost products director of Buster Boats. of ownership is well below the estimated cost of a Buster liked Kompozure’s idea of creating traditional solution. Buster Boats has improved its a global custom application to optimise the agility and market transparency, and the company business processes between Buster and its dealers. is working with Kompozure to investigate other The company’s reinvented its extranet solution uses for Microsoft Azure.

65 Microsoft Dynamics, enhanced

M-hance is a Microsoft ERP and CRM Gold Partner with over 20 years of experience of delivering value through Microsoft Dynamics solutions to the Wholesale Distribution market. As a Certifi ed Microsoft Development partner, we ‘M-hance’ Microsoft Dynamics GP, through integrated, industry specifi c functionality that includes Advanced Inventory Replenishment functionality, Retrospective Discounts and Proactive Telesales support, as well as sub-vertical modules such as Catchweights and Trade Counter.

For over 20 years, we have supported Wholesale Distribution customers to streamline processes, improve effi ciencies, maximise margins, and deliver excellent customer service.

Talk to us about how we can support your business goals. Contact us on: +44 (0) 844 264 0932 [email protected]

408134_Microsoft Global ad_245x155mm wide_m-hance_Final.indd 1 03/11/2014 15:05 PROFILED

The Masters Golf Company

M-hance rolls out Microsoft Dynamics GP for golf accessories supplier to provide pricing and promotional flexibility

SOLUTION: ENTERPRISE RESOURCE PLANNING TECHNOLOGY: MICROSOFT DYNAMICS GP “Over 200,000 PARTNER: M-HANCE development hours he Masters Golf Company is a leading are invested into each trade supplier of golf accessories, which it Tdistributes to retail stores across Europe. version of Microsoft Masters Golf has partnered with M-hance for nearly ten years. Dynamics GP” This began with the initial roll out of Microsoft Dynamics GP. “Changing to Microsoft Dynamics Rather than investing in expensive third party GP with M-hance (formerly known as Trinity) warehousing systems, this solution will allow was a very successful move,” said Michael Sutton, Masters Golf to input data captured by wirelessly group accountant at Masters Golf. We’ve seen connected devices, directly into Dynamics GP. major benefits since in areas such as field sales and “The amount of items we hold in our information systems.” distribution centre means it is sometimes difficult Microsoft Dynamics GP provided all of the core to track stock,” said Kevin Clothier, IT support at business applications required by Masters Golf, Masters Golf. “Currently we have to shut down for including financials, sales and purchasing, as well as two to three days to perform manual stock checks strong data access and business intelligence capabilities. and this stops us from processing new orders.” M-hance’s wholesale distribution modules The Automated Data Capture module will supplemented this core functionality and provides enable Masters Golf to simplify data entry within integrated software modules that recognise the Dynamics GP, reduce paper trails with barcoding unique needs of wholesale distribution customers. from point of entry, increase picking accuracy For example, a mobile sales module, operating from and gain improved visibility of stock availability within Dynamics GP, enabled field-based staff to without reliance on manual stock takes. remotely capture customer orders. This provided Masters Golf is confident that its partnership much better sales order information, allowing for with Microsoft and M-hance provides the leading improved quoting, time savings and an improved software solutions to meet its requirements in ability to deliver excellent customer service. both the present and the future. Other ‘M-hancements’ included Extended “Over 200,000 development hours are invested into Pricing. This module provided Masters Golf each version of Microsoft Dynamics GP, which has with the pricing and promotional flexibility that been on a rapid release schedule since 2013,” explained they needed to stay competitive. Authored by Andrew Hayward, managing director at M-hance. “We M-hance, Extended Pricing was earlier sold to will continue to keep pace with the change, supporting Microsoft for inclusion into Dynamics GP. our customers to benefit from new functionality Since this initial project, M-hance has wherever there is a requirement. We will continue continued to work closely with Masters Golf, using our pedigree and experience to ‘M-hance’ more recently supporting them with a move Microsoft Dynamics to meet the individual needs of towards an automated data capture solution. our Wholesale Distribution customers.”

67 denge.15,5x24,5cm.pdf 1 14/10/14 17:57

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Neco Toys Netas implements a customised enterprise resource planning system for Turkish toy and costume retailer

SOLUTION: ENTERPRISE RESOURCE PLANNING Netaş,” said Şenol Kireçci, deputy general manager TECHNOLOGY: MICROSOFT DYNAMICS NAV of Neco Toys. “Netaş devotes particular attention to PARTNER: NETAŞ compliance with local regulations, as well as habits of use within its localisation efforts. Microsoft Dynamics eco Toys is a leading retailer of toys and NAV allows us to monitor our wholesale and retail costumes in the Turkish market. The processes through the same system without any Ncompany distributes worldwide global brands problems. We have also integrated our e-commerce and products that provides the mental and physical operations into the system because they are very development of children in different age groups. important for us.” Neco Toys turned to Netaş, one of Turkey’s leading Seda Çelikkanat, Netaş’ ERP unit manager, stated systems integrators, to help implement Microsoft that growth and expansion into international markets Dynamics NAV solution to help revolutionise the would only be possible if the company planned company’s in-house business processes. operations correctly and integrated technology into The solution allows for the monitoring business processes. and control of various business applications “While Neco Toys’ operations expanded, they over a single platform, and meets operational experienced problems in monitoring and managing requirements of the company, such as wholesale the business processes of different units and they were retail sales, import and e-commerce. searching for a flexible and customisable solution Neco Toys selected Netaş due to its strong that is consistent with their expectations,” said background in localising Microsoft Dynamics NAV Çelikkanat. “Neco Toys also needed this solution to solutions based on the requirements of local market adapt the changes and meet legal requirements, such and specific industries. as e-invoice, e-ledger and e-statement. Neco Toys is “We decided to use Microsoft Dynamics NAV as now able to manage all of its business processes under it is an enterprise resource planning (ERP) platform the same platform with Microsoft Dynamics NAV developed by Microsoft under the guarantee of end-to-end ERP solution.”

The data above is not actual data, but is created for demonstration purposes.

69 PROFILED

Coviran Prodware Spain implements Microsoft solution to centralise management, decrease costs and increase productivity across more than 3,200 stores and 28 distribution centres

SOLUTION: STORE AND DISTRIBUTION with the information it needs in real-time, as well as a CENTRE MANAGEMENT 360-degree view of stores activity and very fast return TECHNOLOGY: MICROSOFT DYNAMICS CRM, on interest (ROI) in a short time,” says Germán DYNAMICS AX, SHAREPOINT, LYNC, SQL SERVER Castillo, Coviran’s point of sale area director. PARTNER: PRODWARE SPAIN Meanwhile, Dynamics CRM provides Coviran with comprehensive knowledge of sales, marketing oviran, a cooperative of food retailers, was actions, associates and customers through a loyalty founded in 1961 and operates in Spain and card programme. These tools make it easier than CPortugal. In these markets, Coviran manages ever for Coviran to offer great shopping experiences 28 distribution centres, more than 3,200 stores and at its different POS. 14,000 employees. SharePoint was implemented on top of the core Aiming to provide a high-quality customer solutions to help develop portals for partners and service and offer independent retailers an optimal employees, as well as a public website. Together these solution, Coviran developed a plan to modernise sites have removed the existing communication gaps. its overall management and the technology used Prodware Spain’s solution has had a significant by the small and medium-sized enterprises that impact on Coviran’s productivity and efficiency. form the cooperative. Tasks are now performed more than 40% faster, After evaluating several solutions, Coviran opted resources are used more efficiently, costs have been for a fully integrated, end-to-end solution designed minimised through the combination of cloud and by Prodware Spain and built using Microsoft onsite solutions, and the ROI of each project has been Dynamics AX, Dynamics CRM, SharePoint, Lync and decreased to less than one year. a business intelligence solution based on SQL Server. Microsoft also presented Coviran with the Dynamics AX manages the processes at the Industry Excellence Retail Award at Convergence company’s core, including central services, Europe 2014. distribution centres and stores. The successful rollout Coviran knows that this powerful solution of Dynamics AX has been particularly beneficial for will allow it to continue growing and the management of the company’s stores. undertake critical projects in the future, such “It is an intuitive and agile tool with a very short as implementing an omni-channel strategy and learning curve, so it has provided the cooperative deploying applications for mobile devices.

70 www.onwindows.com PROFILED

Enterprise-wide intranet portal Tata Consultancy Services helps large communications company centralise its global business with Microsoft SharePoint

SOLUTION: INTRANET TECHNOLOGY: MICROSOFT SHAREPOINT, OFFICE 365, ACTIVE DIRECTORY PARTNER: TATA CONSULTANCY SERVICES

large communications corporation with a focus on wireless and wired A telecommunications hired Tata Consultancy Services (TCS) to implement a single, centralised solution in the form of an enterprise-wide intranet portal. With sales in more than 150 countries and as one of the world’s largest manufacturer of mobile telephones, the customer wanted a solution that would help enable and improve collaboration and communication with the cushion of personalisation. This meant the solution had to support used as the hosting option. These include an the customer’s existing intranet portal, which employee intranet portal, partner extranet and contains approximately 5,000 sites and around an enterprise search which covers both content 40,000 applications. The solution also had to help and people. manage the Microsoft SharePoint platform and Other use cases include an autonomy business application in a cost-effective manner. connector for enterprise search, forms driven TCS delivered a complete intranet and business and workflow apps, and Active Directory collaboration suite established on Office 365 user sync with Office 365. serving 100,000 users. The implementation TCS also implemented a range of services was one of the largest and earliest Office 365 with a phased approach, including user interface programs globally. and template building, an intranet portal on The solution offered a firm governance model, SharePoint Office 365, and helped migrate supporting a formal site provisioning process various applications from hetrerogenous and site templates. The entire implementation platforms to SharePoint technologies. followed agile methodology and provided The customer has experienced a range of significant customisations. benefits, and can now effectively manage content Thanks to a streamlined development to gain increased business value. Company-wide process, the solution is aligned with Office 365 access to both structured and unstructured deployment processes. information has been simplified, and business Using an onsite-offshore model, TCS is now data can now be easily shared without divulging responsible for maintaining and supporting the sensitive information. A single, integrated company’s SharePoint environment and has platform is now used to manage intranet, delivered a range of use-cases, with Office 365 extranet and internet applications.

71 Build your single customer viewpoint Call: 0808 274 3623 for a free consultation PROFILED

Marston’s Pubs The CRM Business helps UK pub and restaurant brand meet the changing needs of customers

SOLUTION: CUSTOMER RELATIONSHIP customers’ different reasons for visiting and how MANAGEMENT Marston’s is delivering to really make sure that we’re TECHNOLOGY: MICROSOFT DYNAMICS CRM, getting the right experience to the right people at SOCIAL LISTENING, MICROSOFT LYNC the right time.” PARTNER: THE CRM BUSINESS Microsoft Dynamics CRM and Social Listening has allowed Marston’s to monitor online brand perception ith a heritage stretching back nearly 200 and sentiment, regardless of social network, platform years and over 1,700 premises across the or blog. By tracking key topics of conversation about WUK, pub and restaurant brand Marston’s is and around its brand, the company has been able a well-established and recognised brand. to adapt both its communication and operations UK pubs have been under pressure in recent years, to better suit its customers, ultimately improving with the market reporting a significant rate of closures customer experience and improving the bottom line. and 3% of all pubs in suburbs closing in the second Since the launch, Marston’s has seen significant half of 2014. Recognising that consumer needs and improvements right across the business. Operating costs interactions with brands were changing, Marston’s have been reduced, customer engagement has increased partnered with The CRM Business to design and and the business as a whole has greater insight into who implement a company-wide customer relationship its customers are and what they are really interested in. management (CRM) and social listening programme Not only that, Marston’s experienced a number using Microsoft Dynamics CRM. of unexpected benefits as well. The company’s Marston’s commercial marketing director Una Beck maintenance help-desk team has improved Johnson identified that monitoring social media was workflow by tracking repairs and maintenance of the solution to predicting trends upstream. The right equipment through Microsoft Dynamics CRM. The CRM solution offered the opportunity not just to company has also seen a big cultural shift with the capture this information, but to also make sense of it. implementation of Microsoft Lync, which allows “Segmenting our insight is very important,” says team members to use Microsoft Dynamics CRM Beck Johnson. “We have such a broad cross-section on their mobile devices virtually anywhere they are, of customers. We have to be able to understand the significantly reducing company travel.

73 PubliciteA4adax-v4.indd 1 24/10/14 16:03 PROFILED

Pierre Fabre A leading European pharmaceutical brand consolidates international subsidiaries around an innovative and robust information system

SOLUTION: OMNI-CHANNEL MANAGEMENT TECHNOLOGY: MICROSOFT DYNAMICS AX PARTNER: TVH CONSULTING

ierre Fabre Laboratories, a European pharmaceutical and dermo-cosmetics Pproducts and leader in the research and production of plant-based extracts, initiated a global project involving subsidiaries worldwide. Pierre Fabre had a dual objective, which involved firstly the streamlining of business processes alongside best practices, and secondly the deployment of an Enterprise Resource Planning (ERP) solution. “In terms of our subsidiaries, their information systems were heterogeneous and often outdated,” explains Stephane Roca Serra, program director at Pierre Fabre Laboratories. “Reporting and performance tools were no longer pertinent and we did not have a management solution that responded to our desire to grow internationally. Our meetings with TVH Consulting were extremely beneficial. To help us decide on the right ERP, TVH Consulting first proposed a unique and structured approach based on performance indicators and our environment.” The company selected TVH Consulting’s ADAX solution – which stands for ‘Advanced Distribution for Microsoft Dynamics AX’ – for several reasons. These included its ability to adapt to evolutions within the company, the “With ADAX, we finally have a unique specific adaptations tailored to pharmaceutical solution tailored to intense multichannel and dermo-cosmetics business activities, and the distribution that allows us to converge our focus on distribution standards. different points of sale – from the web to the ADAX and its deployment strategy were based call centre and more,” says Roca Serra. “This on a core model that established a single product substantially improves our flexibility and data repository. With ADAX, Pierre Fabre reactivity vis-à-vis our clients.” Laboratories used a single tool to streamline the Thanks to TVH Consulting’s prior experiences management of its subsidiaries and to integrate in international deployments, meticulous with other application interfaces in the group. application of Microsoft Best Practices, and The new system covers finance, logistics, sales, solid competencies around Microsoft Dynamics purchases, and electronic data transactions with AX, the solution was defined to fit Pierre Fabre’s external partners (EDI). pharmaceutical needs.

75 Business Scenario Planning

Entrepreneurs in the Retail and Distribution market are on the lookout for partners who are champions at the profitable creation and organisation of value chains.

Xiptra calls this business scenario planning: the continuous thinking in terms of ‘what if’ when deploying intelligent IT solutions for our customers.

Ultimately it’s all about the actual implementation of innovations in the value chain. The entrepreneur who manages to turn the biggest margin killer into a unique distinctiveness has the market of the future.

Microsoft Dynamics NAV Silver Enterprice resource planning

Xiptra Business Solutions Ebweg 38 • 2991 LT Barendrecht • The Netherlands T +31 (0)18 064 40 77 • [email protected] • www.xiptra.nl

Xiptra_Advertentie.indd 1 02/12/14 16:09 PROFILED

Moooi International brand optimises its process designs thanks to Xiptra’s deployment of Microsoft software

SOLUTION: ENTERPRISE RESOURCE PLANNING TECHNOLOGY: MICROSOFT DYNAMICS ERP PARTNER: XIPTRA

oooi is an international design brand founded in the Netherlands in 2001 by MMarcel Wanders and Casper Vissers. For more than ten years Moooi has delivered innovative designs and interiors. Over the past few years, Moooi has expanded its horizons and its presence, now selling in 79 countries, with 45 employees and a growing turnover every year. Besides this, Moooi has opened several showrooms and brand stores in strategically located key cities, including Amsterdam, London and New York. Back in 2007, the company faced international logistics problems and urgently needed to scope clear and direct processing with fast comeback lapses. In short, the company had to be able to dynamically deal with the warehouse transactions. Using specific solutions including Xiptra’s logistic partner knowhow and new scanning methods, Moooi started to tackle each problem. In addition, the perfect traceability of the supply chain provided by Microsoft Dynamics ERP, resulted in an efficient management of our logistics processes. Thanks to the implementation, the company achieved optimal process design supported by the Moooi’s global employees have access to the same correct software, providing efficiency, real-time information, accessible from different viewpoints integration, the possibility to react quickly to through role-based working. The information exceptions and worldwide transparency. is instantly available to the appropriate person, Today, the enterprise is capable of picking enabling fact-based decision making. several orders at the same time, as well as The combination of Microsoft Dynamics and automatically carrying out quality control. Blue 10 Invoice Management has also enabled Moooi has reduced errors in the order picking digital purchase invoice processing. All purchase process, which has contributed to the faster invoices are digitally processed. These invoices clearance of received goods and keeps staff up-to- are sent to the correct colleagues within the date of the company’s logistical performance levels. organisation, helping to save time and avoid errors. Furthermore, Moooi managed to realise cost Moooi has achieved a 300% growth in the reductions as a result of more efficient and less error- space of seven years with the exact same number sensitive processes. Beyond this, the implementation of employees. Xiptra has been Moooi’s partner of well organised dashboards means the organisation for Microsoft Dynamics ERP since 2007 and the is able to react to exceptions more quickly. turnover has tripled since.

77

SOLUTION

Intranet-to-Go for Retailers

5th Method’s Intranet-to-Go for Retailers solution uses SharePoint Online to help retailers dramatically improve corporate communication, employee engagement and productivity

etailers invest heavily in customer-facing 5th Method’s Intranet-to-Go for Retailers solves websites in order to build brand loyalty, improve these challenges by leveraging the full array of Rcustomer service and transact business with communication and collaboration tools available their customers. Increasingly, the most successful on the Microsoft SharePoint Online and Office 365 retailers are also turning inward and making similar platforms. Instead of a static newsletter e-mailed investments to engage their workforce, build associate to the company directory as in the past, news and loyalty and drive higher productivity. In their view, announcements from leadership and management better informed, prepared and happier associates lead are now delivered via a rich custom news rotator directly to more loyal and happy customers. on the company intranet home page, often in video For many 5th Method retail clients, the SharePoint form. Content is updated regularly and is also targeted Online Intranet-to-Go for Retailers solution is to associates based on attributes such as their role, considered a cornerstone of these initiatives. A well department, or geography. This provides a fresh and planned, designed and constructed SharePoint engaging source of important company information intranet provides competitive advantage to those that associates come back to. And, by deploying who leverage the platform’s strengths to address the SharePoint’s newest social features such as Yammer, specific communication and collaboration challenges 5th Method intranets help foster meaningful dialogue of the retail environment. Much more than an and group collaboration among associates regarding out-of-the-box implementation, Intranet-to-Go for strategy and best practices, allowing associates to Retailers solution provides a best practices offering connect with the specific people and information they that addresses the most common of these challenges. need to perform their job at a high level. Any good communicator knows that to connect effectively with an audience they must engage with the audience first. Therefore, 5th Method starts by designing a highly engaging, easy to navigate and attractive intranet that reflects the company’s brand, values and mission. And, most importantly, allows users of all types to quickly find the necessary information. With an effective layout and relevant content, organisations can instantly engage employees and ensure adoption. SOLUTION: INTRANET-TO-GO FOR RETAILERS Engaging with the audience is the first step, but PROVIDER: 5TH METHOD employing effective communication and collaboration HIGHLIGHTS: techniques are the next. Retail workforces in particular • ENGAGE WITH ASSOCIATES IN are often more diverse in terms of geography, age, MEANINGFUL WAY access to network services, and technical savvy than • FOSTER EFFECTIVE COMMUNICATION workforces in other industries. This makes it difficult WITHIN DIVERSE WORKFORCE to rely solely on traditional communication channels • PROVIDE INTUITIVE ACCESS TO to effectively communicate company strategy, culture RELEVANT INFORMATION and best practices.

79 RZZW_ANZ_agiles_Global Guide.indd 1 02.12.14 15:20 SOLUTION agilesWorkflow With over 25,000 users in more than 30 countries, agilesWorkflow is a preferred workflow tool for Microsoft Dynamics NAV

he agilesWorkflow solution from agilesTrade The solution has been used across a range of extends Microsoft Dynamics NAV to help workflow areas, including, but not limited to, Tusers better manage, simplify and automate journal approval; purchase order approval; point processes. It assigns work, passes it on, and of sale transactions; order processing; new vendor tracks the progress – all while giving automatic process; price change notifications; shipment notifications of particular events or potential issues. tracking workflow; product development; quality With the right people working on the right tasks, control; new job workflow; customer loyalty not only is business conducted more efficiently, but tracking; contract management workflow; credit costs are also lowered and customer service can be claim workflow and approval; sales quote follow up increased. Employees can be sure they are working workflow; and end of year workflow. on the right tasks and are guided through their daily work as prioritised by the business needs. agilesWorkflow can be seamlessly integrated with Microsoft Dynamics NAV, which ultimately results in a flexible solution. User-defined business processes can also be incorporated into any part of Microsoft Dynamics NAV. Be it customisations, industry solutions, add-on products or the standard Microsoft Dynamics NAV software, agilesWorkflow will work anywhere. The solution can prevent customers from wasting time and money on basic mistakes by ensuring that tasks are completed in the right order at the right time. Users can lower business risks by reducing the potential for mistakes, delays and problems by integrating agilesWorkflow in to their existing system. Business productivity can be increased and users can make sure employees aren’t wasting their time on less important tasks or avoiding less favourable work. Work is prioritised directly inside of Microsoft Dynamics NAV. Important and critical tasks are given priority to ensure that business runs at the speed a customer needs. With agilesWorkflow, users get complete transparency and visibility into business processes, and with integration to Microsoft Outlook, users can receive automatic e-mail notifications covering specific business issues or the highest work priority SOLUTION: AGILESWORKFLOW immediately. PROVIDER: AGILESTRADE agilesWorkflow is easy to integrate into every HIGHLIGHTS: Microsoft Dynamics NAV database and ready to use • INCREASED BUSINESS TRANSPARENCY without development. Changes can be made, and • OPTIMISED BUSINESS PROCESSES business process can be updated, all from within the • REDUCED OVERALL COSTS Microsoft Dynamics NAV user interface.

81 SOLUTION

Makinist Running on the Microsoft Dynamics platform, Binovist’s solution helps users organise and capitalise on sales opportunities

eveloped by Binovist, Makinist is a customer in advance, assigned to the necessary system user relationship management (CRM) solution to accomplish, and is shown and reported in Ddeveloped on the Microsoft Dynamics special business lists. With respect to customer CRM platform. Makinist is a vertical solution that appointments, visitor, customer, appointment date, includes three modules to serve marketing, sales and appointment duration, appointment notes and customer services, and can be customised to meet related opportunity information can be recorded the specific needs of companies. within the system. The solution’s customer information management Using the solution’s CRM capabilities, users module helps users chart important data about existing can send e-mails to customers and record those and potential customers. Makinist helps users plan and mails as e-mail activity. Customer e-mail logs from carry out activities, such as e-mails, appointments and Microsoft Office Outlook are recorded to the system, phone calls, with potential customers with whom there and Information related to customer phone calls, may be an opportunity for business. including call date, call duration, call notes, the Both active customers and potential customers member of staff that has made the call, and any can be managed easily with the solution’s account related opportunity, can be easily managed. management module, which covers company The task forms in the CRM system enables system information, primary contact information, address users to record and follow their tasks relating to details, and industry sector. the customers or opportunities with ease. By using Sales staff are often in touch with contacts that these forms, users can list weekly or monthly tasks in hold numerous different corporate positions within business lists, and re-assign the tasks to other users if the customer’s business. In order to record these they have the relevant privileges. contacts, a specially designed form within Makinist The solution’s sales management module helps relating to each company can be used. users track opportunities, and provides them with Activities with customers can be easily managed information such as relevant products, estimated using Makinist, with each activity type scheduled income and the likely closing date of the opportunity.

82 www.onwindows.com If a customer requests a quote on the back of an opportunity call, the Makinist quote form can “Both active customers be used. This includes products, unit prices and and potential price lists, any discounts made, the quote total, and the current state of quote, such as template, customers can be offered, approved, or revised. All revisions are also tracked and managed, and customers can managed easily with track the entire the quote process. Quotes are filed under ‘won’ or ‘lost’, and when a quote is the solution’s account lost, a competitor can be assigned and if it is ‘won’, it is then converted to an order. management module” Once a ‘won’ quote is converted to an order, order related information is managed on the order form, according to specific parameters, such as lead, with details such as product, payment method, account and contact information. These lists can delivery date and method made available to users. be created dynamically and new records can be Makinist also has its own web services if order seamlessly added to the system and included in the information needs to be transferred to an enterprise creation process. resource planning system. The CRM system helps define customers Makinist simplifies the service management into different categories, and periodical tasks, process for customers, and after the sales process is appointments, and phone calls with company completed, the solution supports the management sales representatives can be separated by category, of the necessary contracts. This includes vital data including company size, sector, or region. such as the start and end dates of services, the Makinist also helps users find many reports responsible contact for the contract, and specific for sales and service processes. Opportunities service topics. and quotes are reported as pipeline, and service Requests or complaints from customers made management includes service level agreement and by phone calls or e-mails are managed via a specific satisfaction reports. module within the CRM system. The customer request form is completed and saved to record the information of customers, the request type, and the current status of the request or complaint. Customer surveys can also be sent out to ascertain sales or service satisfaction. With this tool, users can create survey records that can be used during the analysis process. Useful functions of the survey management module include the simplified preparation of survey questions and answers, the identification of pre-determined target groups by SOLUTION: MAKINIST e-mails for specific surveys, and the creation of web PROVIDER: BINOVIST pages on which customers can fill in questionnaires. HIGHLIGHTS: Makinist also helps enhance users’ marketing • ENHANCED CUSTOMER SERVICE LEVELS management capabilities. With the help of the • ADVANCED REQUEST AND COMPLAINT advanced search functionality within the CRM HANDLING system, various campaign lists can be created

83

SOLUTION

BDC Retail Bornerups Datacenter’s Microsoft Dynamics add-on presents a range of expansion options for companies in the retail space

DC Retail is a low-cost retail solution amount. During sales, the current sales-lines can delivered as an add-on module for Microsoft be saved and resumed later at any available cash BDynamics C5 (Denmark only) and NAV registry. Besides receipts, the customer can choose designed to fully integrate with all Microsoft VAT invoice prints and it is also possible to reprint Dynamics C5 and NAV applications. The retail receipts. All orders are saved in the BDC Retail solution is fitted with numerous expansion options. solution for as long as needed. BDC Retail is developed specifically for retail At each daily registry close out, a list is compiled stores and includes unlimited cash registers, showing the total sales of the day divided into main individual clerk numbers, unlimited payment groups, categories, payment method and inventory gateways, currency handling, optional receipt and of deposits and payments. The inventory result is invoice printouts, and optional reprints of receipts. balanced between bank payments and the initial The solution also includes the resumption of amount for the retail sales of the following day. interrupted services, fully integrated registry and Afterwards, the finance module is updated. All sales payment terminal as an optional module, and gift and any stock transactions are directly posted into the card and voucher handling options. financial module after each cash registry close out. The registry monitor used for daily sales orders The solution carries out daily accounting for is simple and is easy to overview. Unlimited cash sales journals, VAT reports, and prints of balances, registers with individual clerk numbers can be with unlimited fiscal years and free creation of created for retail management. Price look-up fiscal periods. numbers/item numbers identified either by barcode scanning or manual entering are used for daily handling, and after each sales order is SOLUTION: BDC RETAIL finished, the payment method preferred by the PROVIDER: BORNERUPS customer is chosen, i.e. credit card, cash or gift HIGHLIGHTS: cards and vouchers. BDC Retail can handle any • INTEGRATES WITH MICROSOFT DYNAMICS currency and most credit cards, including Visa and C5 AND NAV APPLICATIONS American Express. • DAILY ACCOUNTING FOR SALES JOURNALS, The total amount is shown on the monitor, VAT REPORTS, PRINTS OF BALANCES as well as the amount to be paid and any return

85 Leveraging the power of the Cloud IT delivered to you as a service

Email EAAS Desktops Disaster Recovery DAAS DRAAS

Infrastructure Storage IAAS SAAS Platform (SQL) PAAS

Ready for the Cloud? €500,- Request a Cloud Readyness Assessment at: PeopleWare.nl/Cloudready €0,-

We design, implement and manage public, private and hybrid Cloud environments that offer you: € Increased flexibility Infinite scalability High reliability Pay per use IT

PeopleWare ICT Solutions Haagse Schouwweg 8b 2332 KG Leiden, The Netherlands

[email protected]  +31 (0) 71 - 579 70 10 A PeopleWare Company ƒ +31 (0) 71 - 579 70 11

IT Infrastructure Outsourcing Cloud SharePoint Staffing SOLUTION

PeopleWare integrated cloud solution suite

PeopleWare helps customers gain strategic business advantages by leveraging the power of the cloud

eopleWare ICT Solutions is a Dutch IT service its data centres in the Netherlands. These cloud provider that delivers a variety of cloud solutions can be extended by using CloudActive, Psolutions by using and combining Microsoft PeopleWare’s Microsoft-based cloud platform. standard equipment and software. Skilled architects This platform is built entirely using Microsoft design tailor-made cloud solutions based on the Scale-Out File Server, Hyper-V, System Center current technical infrastructure, specific business and the Windows Azure Pack. With CloudActive, needs and strategic goals. These are designed PeopleWare offers a wide range of cloud services, and implemented by Icento, PeopleWare’s IT- such as infrastructure-as-a-service, backup-as- infrastructure division. After implementation these a-service, disaster recovery-as-a-service, and solutions can proactively be managed from The desktop-as-a-service. Cloud services are delivered to Shared IT Center, PeopleWare’s outsourcing division. organisations as a service on a pay-per-use basis. PeopleWare ICT Solutions believes organisations PeopleWare’s public cloud proposition consists of can only be successful in the long-term if they Microsoft Azure, including Virtual Machines, SQL remain agile. Organisations should be able to and Site Recovery, and Office 365 for productivity, anticipate and instantly adapt to constantly which includes Microsoft Exchange, Office, changing market situations. Maximum agility SharePoint and Lync. guarantees continuity and PeopleWare believes Organisations can also choose to combine and that IT delivers an important opportunity to gain integrate private and public cloud solutions into a strategic advantages. hybrid cloud environment. A hybrid cloud enables As within any market, the retail and distribution organisations to combine the desired flexibility and landscape is rapidly changing. The rise of mobility scalability with the required security and compliance. allows consumers to make real-time purchases online using smartphones and tablets. The massive growth of online shopping, the internet of things and the role of big data means there is a demand for a more powerful, flexible, scalable and reliable IT infrastructure. PeopleWare helps organisations achieve this level of agility by implementing cloud technology. Cloud computing allows organisations to access IT resources from any place, at any time and on any device, usually through a pay-per-use SOLUTION: PEOPLEWARE CLOUD SUITE model. PeopleWare’s cloud solutions deliver a PROVIDER: PEOPLEWARE highly flexible, reliable and infinitely scalable IT HIGHLIGHTS: infrastructure. This delivers greater agility to the • INCREASED FLEXIBILITY, SCALABILITY heart of customers’ businesses, which is crucial AND RELIABILITY for any organisation, especially in the retail and • SCALABLE IT INFRASTRUCTURE distribution market. • INTEGRATED IMPLEMENTATION AND PeopleWare designs and builds private cloud MANAGEMENT SOLUTION solutions, either on-premise or hosted at one of

87 SOLUTION eFacility Management Suite

Concare IT offers a new Microsoft SharePoint 2013-based solution dedicated to facility managers and their business customers

rapid growth of available office space creates new challenges every day. Firstly for facility “Through the fully Amanagers who would like to easily access personalised and the updated documentation, process invoices based on facility usage and to have a secure platform to secured eTenant site, communicate with tenants. Secondly, the tenants are expecting to have continuous access to up-to-date each tenant can easily information about their accounts while being able to easily manage available facilities and office space. report and manage all Concare IT brings to the market eFacility Management (eFM), a brand new, innovative solution service requests” that helps manage office space in an easy and intuitive way. The eFM suite provides a complete enterprise tenant-related roles can be managed. This is the central solution to fulfill requirements from building owners, repository for managing documents which may tenants and visitors. It allows for full customisation, then be shared with tenants taking advantage of core helping to address particular business needs of every Microsoft SharePoint features. eTenantAdmin gives an customer. The solution is module-based, meaning option to implement business processes like document companies can select and enable just the modules that approval or invoice processing, which will improve are really necessary for their business. how documents flow inside the organisation. The eFacility Management Portal is at the heart The core functionalities of the eFM Suite can be of the suite, and is a central place for both tenants easily extended with additional features and connectors and visitors. Users can quickly add expected visitors to already existing line of business applications. The to help speed up the registration at reception desk, solution can be accessed remotely via a smartphone, request package delivery service with just one click, making it even easier for facility managers to report and set personal alerts for news which can be tailored accidents or request for information while onsite. for specific needs. Visitors can easily locate proper offices with fully interactive building and floor plans, and receptionists can easily communicate through integrated messaging or audio solution. Through the fully personalised and secured eTenant site, each tenant can easily report and manage all service requests, such as electricity, plumbing or air conditioning issues. Service tickets can be assigned to both internal employees or to an external company. The site’s service monitor lets SOLUTION: EFACILITY MANAGEMENT SUITE tenants monitor their tickets and notify about status PROVIDER: CONCARE IT changes for incidents. With additional modules, users HIGHLIGHTS: can prepare information kiosks for building visitors. • EASY FACILITY MANAGEMENT eTenantAdmin is the main portal for the building • FLEXIBLE AND CUSTOMISABLE SUITE administrator. From here, all tenants and specific

88 www.onwindows.com SOLUTION

NetTickIT Pierhouse’s smart in-store signage helping retailers turn omni-channel and big data strategies into reality at the shelf edge

oday’s retailers face a number of complex to reality at the shelf edge without the need for challenges. These include outdated legacy expensive IT investment. Tsystems, spiralling labour costs and the Working across multiple devices, it ensures impact of digital channels on sales revenue, all of control, compliance, reporting and agility. High which have led to a re-think of strategy. Customers impact tickets across paper and digital formats can are more tech-savvy and conducting the buying also be deployed including augmented reality, quick process across multiple devices. Retailers have been response codes and product reviews, keeping retailers driven towards an omni-channel structure whereby competitive and relevant to their customer base. consumers can access product information across NetTickIT is cloud-based, running on Windows geographies, at any time, in any store. XP-Windows 8.1 with Windows Server 2008-2012 According to recent research from POPAI, 76% and Windows SQL Server 2008-2012. It has been of purchase decisions are still made in-store. This installed in over 60 countries across a wide range of means retailers need to be agile, quickly adapting to retail market sectors. this new environment while ensuring that they are investing in a suitable platform for growth. NetTickIT from Pierhouse is a smart in-store signage solution that can help companies face these challenges. Retailers report sales uplift by as much as 30% while reducing point of sale (POS) production, wastage and in-store labour costs, resulting in improved operational effectiveness. Sophisticated automation enables staff to run in-store promotions quickly and simply, providing a flexible, dynamic SOLUTION: NETTICKIT framework. Stores can select POS, build print PROVIDER: PIERHOUSE queues and print a range of ticket formats. It can HIGHLIGHTS: be deployed to any geography, providing accurate, • FLEXIBLE, DYNAMIC AND COMPLIANT relevant and localised content. PROMOTIONS NetTickIT can grow with the needs of the • SEAMLESS INTEGRATION WITH LEGACY retailer. It provides fast, seamless integration with SYSTEMS FOR IMPROVED OPERATIONAL existing systems, and can dramatically improve a EFFICIENCY retailer’s ability to react, bringing big data projects

89

SOLUTION

TQS Fusion TQS Technologies’ complete logistic solution helps users manage and improve their warehouse environment

QS Fusion delivers the perfect online/ mobile interface for warehouse “TQS Fusion can be Tadministration and supply chain configured to suit management. With this comprehensive application, users can receive, tag, pick, pack and specific needs” ship the products with ease and efficiency. Adapting to the unique business requirements, TQS Fusion helps streamline the order fulfillment inventory at the appropriate times and selling and product replenishment needs into a single merchandise at the highest price points. process, within a single online and mobile system. ThreePL Quality Systems (3PLQS)/TQS There is no need for complex software and Technologies is a Microsoft Partner and has hardware installation, as TQS Fusion is available more than 15 years of experience supporting online without additional investment at the and integrating logistics system solutions from customer end. Users can experience paperless small to large companies, mostly in automotive warehouse environment, informed decision- distribution, service and manufacturing sector. making support and improved inventory 3PLQS/TQS Technologies studies each client accuracy with a few simple clicks and scans. business process in order to develop customised Tracking inventory is an essential part of any and efficient solution that solves client’s business business, TQS Fusion offers a comprehensive, problems. 3PLQS/TQS Technologies also real-time inventory tracking system that is offers extensive support during all the project designed for time-sensitive, single or multi- phases ranging, from project management, customer warehousing environments. Whether development, technical assistance, hardware customers’ business is in retail, manufacturing, recommendation and installation, deployment, automotive, energy or electronics, TQS Fusion implementation, and hosting. can be configured to suit their specific needs. From inbound to outbound processes, bar- coding, stock location to stock forecasting, TQS Fusion’s modular functionality adapts to unique business rules and evolves over time. The user interface is customised to each user’s role and provides real time visibility from warehouse floor to corporate management office. Built extensively on Microsoft Technology – including Microsoft SQL Server 2008, ASP.NET MVC Framework 4, Microsoft .NET Compact SOLUTION: TQS FUSION Framework 3.5, Microsoft SQL Replication PROVIDER: TQS TECHNOLOGIES Service and Microsoft SQL Reporting Service – HIGHLIGHTS: TQS Fusion employs business rules to generate • HIGH SCALABILITY (SUITABLE FOR ONE tight controls to effectively manage inventory. WAREHOUSE OR MULTI WAREHOUSE Using variables defined by its users, custom ENVIRONMENT) reports can indicate trends in sale cycles and • REAL TIME PERFORMANCE MONITORING help better maintain merchandise levels. By • EASY ACCESSIBILITY AND INTEGRATION understanding inventory trends, users can • MOBILE CAPABILITY maximise the return on investment by stocking

91 WHY PEOPLE WHO WE ARE WHAT WE DO PARTNER WITH US

Fulfilment Services Professional Services Managed Services, & Licensing & Project Management Outsourcing & Cloud

> Product Fulfilment > End User Computing / Mobility > Managed Services > Configuration > Data Centre / Storage & Cloud > Private, Public, Hybrid Cloud > Licensing (Microsoft LSP) > Networking & Security > Helpdesk Solutions > Maintenance & Break-Fix > Unified Comms, Collaboration > Telephone Support Contracts > Lifecycle Services > Engineering & Deployment Services > Outsourcing & TUPE

End to End IT Infrastructure Capability

E [email protected] T 0870 60 86 860 W www.ultimabusiness.com SOLUTION

Ultima OneDesk Utilising Microsoft technology, Ultima Business Solutions provides IT administrators with a complete desktop-as-a-service offering

esktop transformation has been a challenge There are many challenges with desktop for many customers, and the complexities of transformations, one being the complexities involved Dan enterprise desktop also bring additional in providing a mobility solution and flexible desktop challenges. Therefore the majority of customers solution that meets the demands of businesses. Ultima prefer to remain on legacy platforms with legacy OneDesk provides a simplified reference architecture applications on ageing hardware for as long as that has been fully tested and sized to ensure efficient possible. This has led to a requirement for huge working for all use cases. investment in upgrading the desktops, some of which Ultima OneDesk is a complete end-to-end solution are proving too cost prohibitive. based on the latest Microsoft technologies, providing The Ultima OneDesk solution provides access to IT administrators and end-users a simple desktop- centralised desktop resources by utilising an end- as-a-service. Users do not see or need to understand to-end Microsoft solution stack. This provides on- the complexities involved; they are simply delivered a premise and off-premise access to desktop resources, desktop from the cloud. By utilising a single vendor, whether these be locally hosted, or presented via the all support and maintenance is simplified, therefore cloud. Ultima OneDesk brings together multiple the solution can be more effectively monitored, Microsoft technologies to deliver a robust and highly managed and maintained. scalable desktop-as-a-service solution for businesses. Ultima OneDesk is based on Microsoft’s cloud- ready infrastructure. This provides OneDesk with a highly expandable and future-proof environment that can easily burst to the cloud if required. The solution utilises Microsoft Remote Desktop Services 2012 R2, Windows 8.1 VDI and SCCM 2012 R2, so with a few button clicks, users are able to access their corporate IT desktop resources on any device. Ultima OneDesk provides integration with the cloud by adopting Office 365 and Azure RemoteApp to provide corporate resources to ‘bring your own’ and contractor-based devices. Using App-V 5.0 Sp2 to deliver applications, images can remain streamlined. Applications can be delivered dynamically with the solution, meaning if additional applications are required, the user can simply self-service request the applications to be instantly delivered. As the desktop services are local to the App-V, delivery is rapid. Ultima OneDesk uses a combination of UE-V and SOLUTION: ULTIMA ONEDESK Ultima’s own uLogon Profile Management Engine. Data PROVIDER: ULTIMA BUSINESS SOLUTIONS Access is achieved via Office 365 while also providing a HIGHLIGHTS: secure data repository in OneDrive for Business. • ACCESS TO CENTRALISED DESKTOP Ultima OneDesk also utilises the Microsoft cloud- RESOURCES based InTune service to secure the device that will • INTERNAL AND EXTERNAL DEVICES be connecting externally, including for Apple and SECURED Android devices.

93 don’t want to throw it away, can we eat it instead? Nutritious packaging – a dream our software could bring to life.

Innovative thinkers everywhere use INDUSTRY SOLUTION EXPERIENCES from Dassault Systèmes to explore the true impact of their ideas. Insights from the 3D virtual world enable manufacturers to investigate new ways to package their products that improve both their commercial and environmental performance. How long before they’re improving their taste too?

It takes a special kind of compass to understand the present and navigate the future. 3DS.COM/CPG Retail and Distribution Partner Directory

95 PARTNER INDEX

Welcome to the Microsoft partner directory section of Retail and Distribution Global Outlook.

You can find a Microsoft partner in the area of Please visit www.onwindows.com for live listings specialism you require by reviewing our Partner index and the latest news and views from hundreds below, and then turning to the Partners A-Z section of Microsoft partners in retail, distribution, for a full business description and contact details. consumer goods, hospitality, and travel, as well as This directory is based on information provided from other industry sectors. by the partner organisations. Our intention is not If you are a Microsoft partner and would like to make recommendations, but to ease the partner your organisation to be listed online, or in future selection process by providing you with easy access editions of this printed directory, you can submit to corporate information. your details at www.onwindows.com/partners.

APPLICATION DEVELOPMENT Astran M-hance AND HOSTING Datafirst NeoGrid 2020 DB Pro Project House 3 PRO DignetSoftware Ultima Business Solutions 5th Method Futura Retail Solutions Xiptra Business Solutions advarics Hotellinx Systems AGR HSO Enterprise Solutions COMMERCE SOLUTIONS Analyse2 IN2 Group 3Li Binovist Infodepth advarics B-Logic NeoGrid Ascertia Concare IT Netas Datafirst DB Pro prisma informatik DignetSoftware Global Software Technologies Project House Entelion Software Hotellinx Systems Qixol Futura Retail Solutions HSO Enterprise Solutions Sci-Net Business Solutions HSO Enterprise Solutions IN2 Group The CRM Business IVIS Group Kepler-Rominfo Thinkmax Kentico Kompozure ThreePL Quality Systems Netas NiCE IT Management Solutions prisma informatik Pierhouse COLLABORATION SoftOne Technologies Prodware 2020 Thinkmax Project House 3 PRO TVH Consulting Qixol 5th Method SIS Global AGR CONSUMER UCS Solutions Ascertia 2020 Astran Bornerups Datacenter BUSINESS INTELLIGENCE Concare IT IVIS Group 3Li Futurion advarics HSO Enterprise Solutions Analyse2 Kepler-Rominfo

96 www.onwindows.com CUSTOMER RELATIONSHIP prisma informatik MANAGEMENT SIS Global 3Li ThreePL Quality Systems advarics Young & Partners Ascertia Binovist INTEGRATION Datafirst 3 PRO Global Software Technologies 5th Method HSO Enterprise Solutions AGR M-hance Ascertia Netas Cambridge Online Prodware Datafirst Sitecore Futurion SoftOne Technologies HSO Enterprise Solutions The CRM Business NeoGrid Thinkmax NiCE IT Management Solutions Pierhouse ENTERPRISE RESOURCE Siztek PLANNING The CRM Business Astran TVH Consulting Prodware Sci-Net Business Solutions MOBILITY Finance, accounting and HR Ascertia DignetSoftware Cambridge Online Global Software Technologies Datafirst HSO Enterprise Solutions HSO Enterprise Solutions IT.integro Pro Component Kepler-Rominfo ThreePL Quality Systems M-hance TVH Consulting Qixol UCS Solutions SIS Global SoftOne Technologies OPERATING SYSTEMS Sci-Net Business Solutions AGR Hardware B-Logic Pro Component Cambridge Online UCS Solutions SECURITY HIGH PERFORMANCE Ascertia COMPUTING HSO Enterprise Datafirst Solutions DB Pro Siztek Futura Retail Solutions Ultima Business Solutions Storage Kompozure Siztek Ultima Business Solutions INDUSTRY SPECIFIC Systems and network SOLUTION - NO HORIZONTAL FOCUS management advarics B-Logic Analyse2 Bornerups Datacenter Binovist Datafirst Bornerups Datacenter Futurion Datafirst NiCE IT Management Solutions Hotellinx Systems HSO Enterprise Solutions TRAINING AGR IN2 Group Concare IT IVIS Group Datafirst Kompozure HSO Enterprise Solutions Pierhouse

97 PARTNERS A-Z

2020 3 PRO 400 Boulevard Armand Frappier, Laval, Quebec, Laniste 24, Zagreb, Grad Zagreb, 10020, Croatia H7V 4B4, Canada Hrvoje Kusulja, COO Mark McGillycuddy, General Manager - Retail Line Tel: +385 1 3333850 of Business [email protected] Tel: +1 514 3324112 www.3pro.hr [email protected] www.2020spaces.com 3 PRO provides a variety of IT services to companies and organisations of all sizes. The 2020 helps professional designers, retailers and company’s focus lies on planning, sale and manufacturers in the interior design and furniture implementation of IBM hardware solutions; design industries capture ideas, inspire innovation and integration of IT systems based on Microsoft and streamline processes. By providing end-to- technologies; cloud services; and the development end solutions and the world’s largest collection of software solutions for Microsoft platforms. of manufacturers’ catalogues, 2020 provides businesses with the software and content to be more efficient, integrated and productive. 2020 applications allow professional designers to create kitchens, bathrooms, closets and commercial offices that look as stunning both on screen and in reality. 2020 helps interior home improvement retailers to inspire the imagination of customers and its solutions for furniture and cabinet manufacturers provide a complete manufacturing operations management capability. 2020 retail solutions provide a showcase for retailer products on the web in a way that inspires customers to browse, design, and visualise products in their homes. These solutions allow users to plan a room in 3D before finalising the purchase, and sharing the design with friends through social media. The company’s easy and fun-to-use retail solutions capture imaginations early in the buying process and help turning visitors into buyers. Founded in 1987 and headquartered in Laval, Quebec, Canada, 2020 employs over 500 people and operates in 11 countries.

98 www.onwindows.com 3Li 5th Method 9-23 rue Paul Lafargue, La Plaine Saint Denis, Seine 11205 Alpharetta Hwy, Suite G-1, Roswell, GA, Saint Denis, 93210, France 30076, US

Sarah Ben Chabane, Marketing Manager Ron Douglass, President [email protected] Tel: +1 770 4066747 www.3li.com/uk/company/company-3li.aspx [email protected] www.5thmethod.com Founded in 1995, 3Li Business Solutions deliver integrated management software for both French 5th Method has an exclusive focus on and international companies. As soon as Microsoft collaboration, content, and business process launched its Dynamics offering, 3Li became a solutions built on the Microsoft platform. distributor of the enterprise resource planning (ERP) The company helps customers leverage their system and a leading expert in the Dynamics field. investments in technology and improve the Today, 3Li is focused exclusively on Microsoft performance of their most important assets; their Dynamics products, and has developed a unique people. The company has a people-first, business offering that combines technical expertise and driven approach that is supported by its depth business know-how, reinforced by an extensive of implementation and technical expertise to international dimension. help customers deliver quality applications that 3Li has several business offerings, including drive business results. In the process, 5th Method its Menuiserie industrial joinery manufacturing has earned a reputation for successfully tackling solution, fashion and retail solutions, after-sales customers’ most important challenges and in solution, and NavAgri for cereal cooperatives and general having fun along the way. 5th Method has private traders. offices in Atlanta and Pittsburgh and works with The 3Li Retail solution, based on Microsoft companies across the US, ranging from the Fortune Dynamics ERP, is designed for retail and features 100 to growing midsize companies. The company all the required central warehouse functions, partners with many leaders in the Microsoft including referencing, procurement, warehouse collaboration, content, and process space, including management, marketing, customer relationship K2, KnowledgeLake and Metalogix. management, and store management. It also covers the store functions, including the back office and front office, in a single tool ranging from the central warehouse to the checkout.

99 PARTNERS A-Z

advarics Agiles Trade Wiesenweg 2a6063, Innsbruck, Austria Glockengießerwall 3, Hamburg, 20095, Germany

Roland Köhler, CEO Christian Sega, CEO Tel: +43 512 367190 Tel: +49 40 3095330 [email protected] [email protected] www.advarics.net www.agiles.com advarics is a retail enterprise resource planning The agiles Group, headquartered in Hamburg, solution, entirely conceived, developed and Germany, has more than 20 years of experience as a operated as a cloud platform based on state-of-the- Microsoft competency partner. It offers innovative art web browser technology ( solutions for international trading businesses with and HTML5). advarics is a leader in innovation, an emphasis on integrated software solutions. delivering one of the latest industry solutions agiles has a proven track record of success with to the lifestyle sector (sports, fashion, shoes and more than 150 installations in Germany and accessories). throughout Europe. The company’s background and focus is in the trade business. The experience and skill of the company’s team members allows agiles to provide customers with experienced business consulting, project management, training and support. The agiles Group offers agilesFood and agilesTrade, both of which are core industry that have been implemented across Europe. The company also offers a horizontal solution, agilesWorkflow, which is a fully integrated workflow solution for Microsoft Dynamics NAV and has been implemented on a global level. The agiles Group provides outstanding services for businesses, and the company’s goal is to create innovative, user-friendly technologies that will enable people to run their business in dynamic and effective ways.

100 www.onwindows.com AGR Analyse2 3000 Cathedral Hill, Guildford, GU2 7YB, UK Hevosenkenkä 3, Espoo, 02600, Finland

Finnur Bragason, Marketing Manager Mads Mortensen, VP of Global Sales and Tel: +44 1483 243575 Marketing [email protected] Tel: +358 10 4233040 www.agrinventory.com [email protected] www.analyse2.com AGR is a supply chain planning specialist offering software and consultancy solutions that optimise Analyse2 offers shopper-centric assortment the flow of goods throughout the supply chain planning solutions for retailers and suppliers. The for wholesale, retail and distribution companies. company’s innovative solutions turn shoppers’ AGR’s main expertise is in the field of inventory needs into assortments planning, offering an inventory planning and Analyse2 Assortment Planning is a software-as-a- optimisation solution. service-based and easy-to-use solution for finding The company’s main solution, AGR Inventory the right products for each store. The company’s Optimiser, eliminates excess costs from the supply Analyse2 Shopper Insights provides facts about chain by optimising inventory levels, reducing shoppers and their needs, shows how shoppers lost sales and replacing time-consuming manual behave at market trend level, as well as at SKU-level. replenishment processes. The system uses raw data Analyse2 Category Analytics shows the potential of from any enterprise resource planning (ERP) or categories, as well as their sales and development. It transaction system and automatically selects the also shows improvement opportunities. most appropriate forecasting method to estimate Analyse2’s solutions support retailer-supplier future demand. Order proposals that minimise collaboration, in which assortments can be built on inventory costs and optimise service levels are common understanding of shopper needs, targets, generated from these forecasts and uploaded back and market situation. Analyse2 customers have into the ERP system. seen a 3 percentage point increase in gross margins, AGR Inventory Optimiser has been implemented 5% increase in sales, 25% increase in customer in companies from a wide variety of industries. loyalty, and 80% reduction in time needed for The company is currently working with business assortment planning. sectors ranging from DIY stores, auto parts, Analyse 2 is part of Analyse Solutions Finland, a pharmaceuticals, electrical equipment, catering, privately-owned company based in Finland, with cruise ships, and many more wholesalers, more than 100 customers. Company offices are distributors and retailers. The system is being used located in Finland, Brazil, Mexico and the US, and the in over 100 companies in 18 countries and AGR company also has personnel in Russia and Denmark. has offices in the UK, Scandinavia and Iceland.

101 PARTNERS A-Z

ASL Business Solutions Astran Top floor suite, No 10 Mobolaji Bank, Anthony Calzada Taxquena No. 1619, Col Educacion. Way, Stanbic IBTC building, Oasis Place, Maryland, Mexico City, Distrito Federal, 04400, Mexico Lagos, Nigeria Carmen Vazquez Del Mercado, CFO Bukky Boyo, Managing Director Tel: +52 55 53364375 Tel: +234 803 3061107 [email protected] [email protected] www.grupoastran.com www.accountingsolutionslimited.com www.aslbusinesssolutions.com Astran is a Mexican company with more than ten years of experience in providing consulting, IT, ASL Business Solutions is a leading software training and specialists services. consulting company that aims to drive and The company’s core business focuses on project optimise business processes in an active and and process management applied to a management professional manner. Recognising the market or operational levels of an organisation, through a demand for an enterprise resource planning comprehensive approach. (ERP) solution developed and supported by a Astran helps its customers stay focused on what multinational organisation, in 2001 ASL became is important and provides the processes, tools and the first authorised Nigerian Microsoft Dynamics learning they need to maximise their value. Great Plains partner. Astran has formed an alliance with TEIA to Since then the company has evolved, increasing provide end-to-end solutions to clients with the its partnerships with other worldwide companies consulting, tools implementation and development such as Maintenance Connection – a provider of needed to help them reach their objectives. computerised maintenance management system TEIA is a Mexican company with over six and facility management software solutions – and years of experience providing IT consulting HR Focus – a provider of human resources and and developing and implementing technology payroll management software suites. solutions in order to help customers to meet their The company has also extended its reach into strategic objectives. The company’s offerings other Microsoft Dynamics products, such as NAV, include: application integration; data analytics CRM and SharePoint technologies. and business intelligence; data platform solutions; The company’s strengths lie in its complementary application development; cloud platforms; office suite of software offerings, as well as its ability to web applications; service-oriented architecture and build upon, extend, and integrate its products with business process management. client’s legacy systems and other software platforms. Its multi disciplinary team of chartered accountants, business consultants, software developers, project managers and technical experts together help propel their clients to the next level of success. ASL follows the Microsoft Sure Step Methodology, which ensures that projects are implemented to meet expectations and on time without compromising quality.

102 www.onwindows.com B-Logic Binovist Old Oak Office Park, Cnr. of Old Oak and Durban Buyukdere Cad. No:15/A Hurhan A Blok Kat:4, Road, Oak Leaf West Wing, First Floor, Cape Town, Sisli, Istanbul, 34381, Turkey Western Province, 7550, South Africa Engin Alan, General Manager Marc Moolman, Sales Director Tel: +90 212 3561001 Tel: +27 861 262624 [email protected] [email protected] www.binovist.com www.b-logic.co.za Binovist Information Technology Consultancy is B-Logic, established in 2004, is a company focused an innovative IT consultancy company that serves on IT management services and its associated its customers using its experience and proficiency role as a ‘one-stop’ IT shop. It provides business in the area of IT applications. process automation solutions that helps increase Binovist provides customer relationship efficiency and/or reduce complexity for mid-sized management (CRM), development and education organisations. As it is difficult for companies that services software. Through its experienced experts do not have dedicated IT management skills to in these areas, Binovist provides CRM solutions obtain real business benefits from technology at on a sectorial basis. Additionally, Binovist aims to a fair price, B-Logic’s trusted advisor approach improve its solutions with mobile applications and allows it to manage all of the IT of a company at internet technologies. Technical and conceptual a fair fixed monthly cost, thus assuring its clients education programs provided by Binovist also of this, as well as a successful project. It makes use helps to ensure its customers gain the maximum of software tools as well as custom development number of benefits from their investments. services to affect the automation and provide the The company’s employees are certificated crucial link between the technology and the clients consultants who are creative, innovative, hard in order to give the business the edge that their working and careful, and include business and technologies and services promise. system analysts, software professionals, and B-Logic operates within the midmarket segment technology specialists. of the retail and distribution market sector. The As well as having extensive experience in Microsoft company’s clients want partners who deeply CRM, internet technologies and mobile applications, understand their business processes, infrastructure the company’s specialist consultant team also needs, and future growth and related costs. As a support enterprise resource planning systems, Microsoft Gold Midmarket Solution Provider, intranet applications and social media applications. B-Logic provides solutions for critical IT While Binovist’s consultants have adequate infrastructure based on the most current Microsoft education and certification due to the nature of desktop, business-management, and server their job, they also continuously expand their technologies, be it on-premise or cloud-based. experiences with each new project. The company’s team regularly shares its knowledge with university students, customers and other businesses.

103 PARTNERS A-Z

Bornerups Datacenter Business Connexion | UCS Solutions Ringvej 1F, Thisted, 7700, Denmark Private Bag X20, Wendywood, Johannesburg, 2144, South Africa Carsten Meinertz Søe-Larsen, Assistant Director Tel: +45 96 187400 Amanda Gibbs, Marketing Manager [email protected] Tel: +27 11 5189041 www.bornerup.dk [email protected] www.ucs.co.za Bornerups Datacenter specialises in the sale and editing of enterprise resource planning (ERP) UCS Solutions provides IT-related solutions and solutions, and offers Microsoft Dynamics C5, NAV services primarily to businesses operating within and CRM. the retail value chain. The company supports For many years the company has delivered businesses through consultation and collaboration, software for administrative solutions within the thereby ensuring that its clients gain maximum business community. returns from their IT investments. Bornerups Datacenter has a core focus on the UCS Solutions is an ITIL and ISO:20000 certified Microsoft Dynamics products – C5, NAV and CRM IT Service Provider and was the first South – due to the fact these cover almost all segments African company to achieve ISO:20000 (IT Service of the market and can be customised to individual Management) and ISO:22301 certification. business needs and deliver an efficient economy UCS Solutions is a member of the Johannesburg and information management system, both Stock Exchange-listed Business Connexion Group. internally and externally. The company is a Microsoft Gold Certified Partner and is among the largest Microsoft Dynamics C5 dealers in Denmark, as well as being one of the relatively few Dynamics Partners who are certified in both C5 and NAV. Bornerups Datacenter has built up a wide range of skills and certifications within the Microsoft Dynamics C5 and Microsoft Dynamics NAV, and can offer customers a high level of service and safety in the delivery of IT solutions.

104 www.onwindows.com Cambridge Online Systems Concare IT 163 Cambridge Science Park, Milton Road, Garnisonen 42, Ringsted, DK-4100, Denmark Cambridge, Cambridgeshire, CB4 0GB, UK Lukasz Walkowicz, Marketing Director Sarah Ray, Marketing Manager [email protected] Tel: +44 1223 422600 www.concare.net [email protected] www.cambridgeonline.net Concare IT is an international provider of IT services, customer relationship management and Cambridge Online Systems is among the Top 10 cloud solutions. The company also holds the status Microsoft Dynamics Resellers in the UK. Founded in of Microsoft Gold Collaboration and Content 1978, Cambridge Online has a strong track record of Competency Partner. Concare’s aim is to deliver delivering effective IT solutions, through long-term the best-in-class expertise and service regarding partnerships with its customers, by identifying and private and public cloud. supporting their wider business objectives. Using the Microsoft technology stack, Concare The business has deep expertise and experience enables businesses to become more agile and their across its chosen areas of business software employees to become more efficient. The company’s applications including enterprise resource planning area of focus is software and services deployment, (ERP) and customer relationship management development of additional functionalities and user (CRM). The company provides organisations with training in order to boost business productivity. integrated solutions for accounting, inventory, With over 120 experts employed in six countries, distribution, manufacturing, e-commerce and Concare is a trusted advisor to medium and customer relationship management. enterprise–sized companies. Cambridge Online prides itself on the long-term partnerships created with its customers. This is reflected in the large and diverse customer base it works with. A dedicated, professional and highly accredited team delivers extensive knowledge, experience and expertise to customers across a number of sectors. This is combined with a focus on customer service, enabling the company to deliver to customers a complete end-to-end solution for their business. Cambridge Online also prides itself in its investment in staff, and invests heavily in training to support staff growth and help its business to grow.

105 PARTNERS A-Z

Dassault Systèmes Datafirst 10 Rue Marcel Dassault, Velizy Villacoublay, 117 rue Bataille, Lyon, 69008, France Cedex, 78946, France Gemma Kingstree, Marketing Natacha Becard, Tel: +33 4 78781100 Senior Alliance and Partnership Manager [email protected] Tel: +1 206 2047184 www.datafirst.fr [email protected] www.3ds.com Datafirst develops and deploys modular IT solutions, covering management, marketing and Dassault Systèmes, the 3DEXPERIENCE company, sales for the automotive distribution industry, provides businesses and people with virtual including automotive customer relationship universes to imagine sustainable innovations. management, dealer management system, web Its world-leading solutions transform the way solutions and business intelligence. products are designed, produced and supported. The company was founded in 1985 and has a Its collaborative solutions foster social innovation, workforce of more than 120 people. Headquartered expanding possibilities for the virtual world to in Lyon, Datafirst maintains an international improve the real world. The group brings value to presence, with tens of thousands of active users more than 190,000 customers for all sizes, in all across Europe. In order to expand its service industries, in more than 140 countries. offering, Datafirst has formed alliances with local The 3DEXPERIENCE platform powers the partners specialised in the field of car distribution. company’s brand applications to deliver the For 30 years, the company’s innovative full capabilities of 3D modelling, content and technologies, supported by a strategic vision, has simulation, social and collaborative innovation and enabled Datafirst to earn a leadership position in information intelligence to enable clients to create the market. Working closely with its clients and delightful experiences for their ultimate customers international partners, Datafirst develops quality or consumers. The 3DEXPERIENCE platform is a solutions tailored to the needs of its customers. business experience platform available on premise Datafirst enjoys a reputation for responsiveness and in public or private cloud environments. and innovation, partnership and leadership. The “Business in the age of experience is all about company’s success is reflected in its expertise and connecting people, ideas, data and solutions to commitment to quality and personalised service. create experiences that delight ultimate consumers and inspire brand loyalty,” says Monica Menghini, executive vice president of Corporate Strategy, Industry and Marketing at Dassault Systèmes. CATIA, SOLIDWORKS, ENOVIA, DELMIA, SIMULIA, GEOVIA, EXALEAD, 3D VIA, 3DSWYM, BIOVIA, NETVIBES, 3DEXCITE are registered trademarks of Dassault Systèmes or its subsidiaries in the US and/or other countries.

106 www.onwindows.com DB Pro DignetSoftware Keilaranta 1, Espoo, 02230, Finland Trnsko 32b, Bencekovićeva 27/1, Zagreb, 10000, Croatia Kari Tuisku, CEO Tel: +358 9 25107210 Milan Komorcec, Managing Partner for [email protected] International Sales and Marketing www.dbpro.fi Tel: +385 1 8890812 [email protected] DB Pro specialises in real-time enterprise data www.dignet.hr warehousing solutions and database administration software development using Microsoft SQL Server DignetSoftware is a Microsoft partner dedicated to technologies. The company aims to streamline and the implementation of Microsoft Dynamics NAV optimise overall enterprise data management. DB and LS Retail software. Medium-sized, flexible and Pro’s service portfolio also includes MS SQL audits, focused on the needs of clients, DignetSoftware’s diagnostic services and performance optimisation. partners have years of experience. Based in Its customer base comprises medium and large Croatia, the company also has a presence in Bosnia businesses. In addition to a deep technical and Herzegovina. DignetSoftware currently has knowledge and strong background in logistics and satisfied clients in a number of European countries. retail domain, DB Pro also has experience in a wide Almost half of DignetSoftware’s clients are range of other business domains. active in the retail sector, and the company helps enterprises improve their business across the fields of retail, hospitality and forecourt. Owing to excellent LS Retail, LS Hospitality and LS Forecourt solutions and a high level of knowledge, the company is involved in a range international projects that result in significant benefits for clients. DignetSoftware provides high technology transfer and introduces best business practices and culture to its clients. This results in numerous benefits for both clients and the wider business community.

107 PARTNERS A-Z

Entelion Software Forfusion Splaiul Unirii Nr 12, BL. B6, Sc. 1, Ap. 12, Sector 4, CBX, Cobalt Park Way, Newcastle Upon Tyne, Bucharest, 040034, Romania Tyne and Wear, NE28 9NZ, UK

Cristian Dumitrescu, Director Sean Ball, Marketing Executive Tel: +40 312 282888 Tel: +44 191 5009119 [email protected] [email protected] www.teamshare.ro www.forfusion.com

Established in 2001 and a Microsoft Certified Forfusion provides robust, secure communications Partner since 2004, Entelion Software is the solutions, with Microsoft Gold and Silver architect behind the Teamshare E-commerce Competencies encompassing Lync and Exchange platform. Developed entirely in ASP.NET and respectively. Forfusion is a well-established business powered by Microsoft SQL Server databases, with more than seven years of experience in the Teamshare is built with integration in mind and design, deployment and support of multi-vendor specialises in delivering e-commerce websites unified communications environments. synchronised with a multitude of third party With an experienced team that understands systems, from existing enterprise resource planning networking as well as Microsoft application (ERP) solutions to online marketplaces. integration, Forfusion delivers comprehensive, The company serves a select regional and robust end-to-end solutions to the likes of Westfield international clientele both in Romania and across Shoppingtowns, Value Retail, Sainsbury’s and Intu. Europe, and has a presence in the UK,Austria, Forfusion has a deep understanding of internet France, Russia and Bulgaria. Entelion has a protocol telephony and unified communications strong focus on B2B e-commerce solutions systems, which is why the company’s continued tailored to importers and distributors dealing in partnership with Microsoft is valued greatly heterogeneous markets, from IT components to car by both parties. Forfusion creates solutions for wheels and accessories. businesses of all sizes that make true collaborative The service is mainly delivered based on the working possible. software-as-a-service model and comes with support, maintenance and hosting on dedicated servers in Romania and the UK. Installations on customer premises or dedicated infrastructure are also an option for more complex or demanding solutions. The entire software solution is custom built – starting from the fundamentals of editing a simple web page and ending with complex promotion and discount modules integrated with ERP systems. The company believes this to be the only way to maintain high levels of flexibility and provide excellent customer support.

108 www.onwindows.com Four Winds Interactive Futura Retail Solutions 3012 Huron Street, Denver, CO80202, US The Old Forge, The Street, Tidmarsh, Reading, Berkshire, RG8 8ER, UK Julia Stickney, Marketing Coordinator Tel: +1 802 2998155 Tina Royall, Director of Marketing [email protected] Tel: +44 118 9841925 www.fourwindsinteractive.com [email protected] www.futura4retail.co.uk Founded in 2005, Four Winds Interactive (FWI) has quickly become an industry-leader for Futura Retail Solutions specialises in providing enterprise visual communications solutions. In electronic point of sale (EPOS), inventory and addition to powering digital signage networks, management control software to leading lifestyle users can drive their interactive kiosks, desktops, retailers, fashion houses and department stores. web and mobile content from a single, flexible Futura has the technology to help user deliver and powerful software platform. FWI’s customers great customer service at all their omni-channel use its software to communicate more effectively, touch points. solve wayfinding challenges, enhance safety, Affordable and easy to use, Futura’s solution increase sales, and improve experiences. With over helps customers to avoid lost sales, achieve 3,500 clients and more than 300 team members optimal stock levels across all channels and engage worldwide, FWI has the resources and experience customers to maximise loyalty. Systems cover stock to make your visual communications project an management and control, loyalty card software, overwhelming success. and merchandise planning, all with fast access to live data to drive accurate decision-making. Futura offers a powerful, feature-rich EPOS solution through to core head office management roles, all with instant access to seamless, real time data. The solution covers merchandise planning and purchasing, goods in, branch goods allocation, customer orders, replenishments, inventory control, inter-branch transfers, reporting and business intelligence, customer relationship management and loyalty programmes. The modular, scalable solution is supported for multiple business models from a single outlet, to a branch network, department stores, online sales, concessions or franchise operations. Futura helps customers improve trading performance, increase efficiency, manage costs, strengthen buying and replenishment, and deliver better customer promotions.

109 PARTNERS A-Z

Futurion Global Software Technologies Könyves Kálmán krt. 76., Budapest, 1087, Hungary Taietura Turcului nr. 47C1, Cluj-Napoca, Cluj, 400221, Romania Adrienn Dunszt, Sales Assistant [email protected] Daniela Ghitoi, Director / Owner www.futurion.hu Tel: +40 743 124004 [email protected] Futurion is a 100% Hungarian-owned company www.globalsoftware.ro that was established in 2003 with the goal of offering professional IT services for companies in Hungary. Global Software Technologies is a young and For this purpose, improving the company’s flexible company that focuses on the customer. competences on both a domestic and international The company’s objective is to provide added value level, as well as training its staff on an ongoing to users by delivering applications that are easy to basis, are among Futurion’s top priorities. The use and reliable, as well as to supply the back-office company is constantly growing, and its strengths metrics for evaluating company performance – in include well-organised and process-centered terms of cost controlling, stock management, operations, outstanding professional standards and production management, sales or supply analysis. the ability to develop the most suitable solutions Global Software’s flagship product GlobalApps for each purpose. is an enterprise resource planning (ERP) system Each of the company’s experts has an in-depth that incorporates industry best practices and can be knowledge of the technologies in which they easily customised to customer’s workflow processes. specialise. Futurion’s knowledge-based services In addition to GlobalApps, Global Software has built are unique in the Hungarian IT market, helping to custom-designed modules, which can be perfectly create actual business value for partners in fields integrated with back-office solutions. such as strategic consultancy, system integration The Global Software team brings a deep and operation support. knowledge in various fields, helping customers The company’s internal operations and related implement sustainable and scalable solutions. equipment are of top priority, and Futurion Although particular attention is drawn to analysis, implements state-of-the-art technologies to support design, development and testing, a key feature in its everyday operation in the fields of corporate implementations is managing the resistance to governance, information sharing, customer relations change in the client environment, helping projects management and incident management. to ‘go live’ more speedily. Futurion has been a stable and successful player in Global Software Technologies currently the Hungarian ICT market for more than ten years. serves a wide range of industries, from retail to manufacturing, construction or services.

110 www.onwindows.com Hotellinx Systems HSO Enterprise Solutions Uudenmaankatu 6 A, Turku, FI-20500, Finland Atlantic House, Imperial Way, Reading, RG2 0TD, UK

Eva Soderholm, Business Director Nicola Hannay, Head of Marketing Tel: +358 2 2760111 Tel: +44 20 3128 7767 [email protected] [email protected] www.hotellinx.com www.hso-retail.com

Hotellinx Systems has been developing, selling and Founded in 1987, Microsoft Gold Partner HSO supporting its own hotel and restaurant systems Enterprise Solutions is a leading provider of since 1995. Hotellinx Suite is a multi-property enterprise resource planning (ERP) software system that includes all types of reservations in solutions designed specifically for the retail, one, meaning accommodation, meeting rooms, consumer goods and distribution industries. restaurant tables, activities and treatments can all Powered by the Microsoft Dynamics AX platform, be handled in the same window. Hotellinx Suite is HSO combines both industry-specific knowledge suitable for individual hotels as well as smaller and and enterprise grade technology to enable retail larger hotel groups. Point of sale for restaurant, bar, and distribution organisations to run their souvenir shop and other points of sale is included businesses profitably on a leading industry- in the same system, eliminating the need for several standard technology platform. systems with complicated interfaces between them. HSO’s innovative ERP solution offers Hotellinx Suite has an internet-reservation module, organisations a customer driven suite of tools that enabling users to make reservations on the hotel’s helps them plan, operate, and power company own home page. It can also be integrated with other performance. The company’s international web-booking and channel management systems availability means it can comfortably manage large to automatically deliver availability and rates and multi-site implementations while providing the receive reservations. The database behind Hotellinx local expertise customers need, wherever they are. Suite is Microsoft SQL Server. Small hotels do not HSO also has more than 25 years’ experience as a necessarily need a server, but can run Hotellinx Suite trusted partner and provider of retail ERP software. on Windows workstations and can use Microsoft For the last ten years the company have focused SQL Express for their database. Hotellinx Systems solely on Microsoft Dynamics AX and delivered will also start offering Hotellinx Suite as a cloud more than 250 Dynamics AX projects, including solution during the second quarter of 2015. the world’s largest implementation for one of Europe’s biggest multi-channel retailers. To add to HSO’s excellent credentials, it proudly announced it won the 2014 Microsoft Dynamics ERP Partner of the Year Award. HSO was selected for its ability to deliver predictable results, exceeding customers’ expectations and providing significant value-add when it comes to Microsoft ERP technology.

111 PARTNERS A-Z

IN2 Group Infodepth 1/1, Marohniceva St., Zagreb, 10000, Croatia 14 Market Place, Ramsbottom, Bury, Lancashire, BL0 9HT, UK Natasa Vujicic, Marketing Manager Tel: +385 1 6386800 Phil Chesterton, Product Development Director [email protected] Tel: +44 1254 246600 www.in2.hr/en [email protected] www.infodepth.com IN2 Group consists of 12 companies in six countries across south-east Europe. The group Infodepth is a Microsoft Gold Partner, specialising is engaged in the implementation of Microsoft in providing high-performance business enterprise resource planning, customer resource intelligence for retailers. planning and business intelligence solutions, as The company’s solutions are based on Microsoft well as in the development of its own solutions. SQL Server, Microsoft Office and SharePoint and Founded in 1992, IN2 is a Microsoft partner can be implemented either on-premise or in a and holds one Gold and nine Silver competencies. cloud environment. It was awarded the Microsoft Partner of the Year Infodepth’s specialists have been building retail Award in the public sector category in 2013. data warehouses for almost 20 years. Infodepth Since 2003, the group has been committed to only operates in the retail marketplace and has maintaining the quality system through ISO:9001 developed retail-specific templates. These aid and since 2011 it has been a bearer of ISO:27001 significantly in the design process, reducing project certificate for information security management. timescales and costs and ensuring that customers Investing in the development of the employees, benefit from the experiences and techniques used professionalism and dedicated individual approach by retailers all over the world. to clients are the basic guidelines according to Infodepth’s solutions can be interfaced to any which the group manages its operations. third-party software, so regardless of how many IN2 Group covers various business areas, with and varied customers’ operational systems are, an emphasis on transport and logistic, retail, Infodepth can extract that data into one central wholesale and distribution, communal utilities, repository for powerful reporting and analysis, public institutions, financial sector and insurance, whether a high-level dashboard or a detailed healthcare and telecommunications. transactional report. Its portfolio of competencies includes the Reports can be built directly using Microsoft development and implementation of vertical Excel or accessed via a web portal, so customers business IT solutions, development of custom can easily keep up-to-date when away from the solutions, application integration, standard office. These reports can be accessed via tablets business solutions support and implementation of or smartphones and can allow drill-down to integrated security and business continuity systems transactional data. Infodepth’s solutions are relied upon daily by retailers in the US, Europe and the Far East, ranging from under 30 stores to over 1,000.

112 www.onwindows.com IT.integro IVIS Group ul. Zabkowicka 12, Poznan, 60-166, Poland CP House, 97-107 Uxbridge Road, Ealing, London, W5 5TL, UK Krzysztof Zielinski, International Customer Specialist Qusai Sarraf, CEO Tel: +48 61 8343614 Tel: +44 20 85793335 [email protected] [email protected] www.it.integro.pl/en/our-offer/global www.ivisgroup.com

Operating as a Microsoft Dynamics NAV Since 1994, IVIS Group has been at the forefront implementation centre, IT.integro is oriented at of transforming retailers and brand-owners the development of software and implementation into market-leading, customer-centric global methodology. The company’s contribution to omni-channel businesses. IVIS Group empowers Microsoft Dynamics NAV involves not only clients through a combination of strategic retail product localisation and the development of a consulting and patented technology solutions to Polish functionality compliant with local legal and drive higher sales, profitability and greater brand accounting requirements, but also its own add-ons penetration globally. Achieving customer-centricity for Microsoft Dynamics NAV. These are mainly often requires significant business change in a horizontal solutions such as electronic banking and dynamic and highly-competitive market. IVIS human resources and payroll. Group’s consulting methodology Multi-Channel The company has a strong local market presence, Maturity Model (MCm²) is a customer-centric, and with its team of 50 certified consultants in systematic and proven approach designed to ensure four offices countrywide, IT.integro is a leading a successful delivery and on-going optimisation Microsoft Dynamics NAV partner in Poland. of omni-channel vision. IVIS Group’s Sonetto Retail Suite is an omni-channel international-ready platform powered by patented intelligent business rules. Sonetto Retail Suite provides brands and retailers with the means to automatically enrich, internationalise and personalise the customer shopping experience. Sonetto is running at the heart of some of the most challenging omni- channel ventures in the world. IVIS Group has offices in London, Kuala Lumpur, Beijing and Singapore and extensive international experience delivering key strategic projects for retail clients including food, fashion brands and department stores in Europe, Asia and North America. IVIS Group solutions are deployed in over 20 countries and clients include Tesco, Marks & Spencer, Carphone Warehouse, ACHICA, Parkson, TANGS, Mydin and Best Buy.

113 PARTNERS A-Z

K3 Retail Kentico 80 Park Drive, Abingdon, Oxfordshire, OX14 4RY, UK Nové sady 996/25, Brno, 60200, Czech Republic

Denise Davidson, Senior Marketing Manager Lukas Mehnert, Online Campaign Manager Tel: +44 1235 854109 Tel: +420 775 137460 [email protected] [email protected] www.k3retail.com www.kentico.com

K3 Retail delivers multi-channel technology Powering 18,000 websites in 90 countries, Kentico solutions that enable retailers to provide a joined Software delivers much more out-of-the-box up shopping experience for their customers at every functionality than comparable systems, while touch point: in-store, direct, online and mobile. making enterprise-grade, integrated marketing Part of the K3 Business Technology Group, manageable and affordable for businesses of all sizes. K3 Retail is a Microsoft Gold Certified Partner, With over 400 web parts, easy customisation member of Microsoft’s Partner Advisory Council for and fully-documented application programming Retail and member of Microsoft’s Presidents. The interface, the Kentico Web Content Management company was awarded the 2014 Microsoft Dynamics Solution helps customers implement best-practice UK Independent Software Vendor of the Year award websites rapidly. through demonstrating exceptional business success The company full suite of online marketing, by optimising the use of Microsoft Dynamics to e-commerce, online communities, intranet and deliver innovative solutions that exceed customer collaboration delivers an integrated and optimized expectations and surpass business goals. digital customer journey across multiple channels. With over 20 years’ experience of delivering Kentico’s E-commerce solution comes fully award-winning solutions, K3 Retail offers a clearly integrated with its Online Marketing solution, defined roadmap and proven products backed delivering up-to-the-minute sophistication in up by Microsoft’s US$2billion investment in the digital marketing. The solution is packed with Dynamics platform. The company provides cutting sophisticated features and its plug-and-play edge technology support to more than 175 national components means users benefit from simple and and international retail brands. Labels that range quick configuration. from Agent Provocateur and The White Company Built on Microsoft ASP.NET, and developed to to Gieves & Hawkes and Ted Baker are able to Kentico’s ‘right-first-time’ philosophy, it’s famed for pursue their business goals with the benefit of K3 its stability, reliability and security. Retail’s expertise in delivering the most complete Optimised for creating dynamic, customisable, range of multi-channel retail solutions available to and scalable content, Kentico integrates Microsoft Dynamics users. applications using the latest web technologies and quickly builds mobile sites using responsive or adaptive design concepts. Kentico drives value for its customers by delivering actionable data that improves productivity, builds brand affinity, delivers successful campaigns and drives up return on investment.

114 www.onwindows.com Kepler-Rominfo Kompozure 3, Dimitrie Pompeiu Avenue, 2nd District, Mannerheimintie 14 B, Helsinki, 00100, Finland Bucharest, 020335, Romania Sakari Nahi, CEO Marinela Carastanef, Sales Manager Tel: +358 503 687782 Tel: +40 21233 10 80 [email protected] [email protected] www.kompozure.com wwww.kepler-rominfo.com Kompozure specialises in creating solutions Kepler-Rominfo is a leading Romanian IT on Microsoft Azure and Windows Phone. The company that provides software services, solutions company delivers high quality IT products and products to an ever-increasing number of and customised solutions to a global audience customers worldwide. of companies. Kompozure’s core values and With a continuously growing turnover, tools guarantee its working methods are agile, Kepler-Rominfo has reached more than 200 transparent and innovative. high-level software consultants in the 19 years since it was formed. The company has successful implementations in more than 1,000 customs projects, developed on demand and in accordance with the requests of customers. From the company’s solution portfolio, Kepler- Rominfo can enumerate a web applications using Microsoft ASP .NET software, which allows for highly personalised communications via SMS and e-mail to multiple recipients. It can also be easily integrated with clients’ customer relationship management workflow via web services. The company also offers a solution aimed at restaurants and catering services, which allows users to search affiliates on the map and to identify offers in real-time. It has a front-site where visitors can search for restaurants and a back-office where restaurant owners can update details. Kepler-Rominfo has more than 20 Microsoft Dynamics Navision projects covering food, distribution, clothing and footwear, pharmacy, banking and financial services.

115 PARTNERS A-Z

m-hance NaviPartner Trinity House, Bredbury Park Way, Stockport, Titangade 16, Copenhagen, 2200, Denmark Manchester, SK6 2SN, UK Peter Peulicke, Sales Director Andrea Howey, Marketing Manager Tel: +45 70 220322 Tel: +44 844 2640932 [email protected] [email protected] www.navipartner.dk www.m-hance.com NaviPartner is a leading Microsoft Gold Certified m-hance is a Microsoft enterprise resource planning Partner with more than 85 employees which and customer relationship management Gold delivers Microsoft Dynamics NAV solutions for Partner with more than 20 years of experience retail businesses and the entertainment industry. in delivering value through Microsoft Dynamics With a unified platform managing store, solutions to the wholesale distribution market. webshop, inventory, finance and economics, its As a Certified Microsoft Development partner, customers can streamline their businesses and set the company enhances Microsoft Dynamics GP free resources. through integrated, industry specific functionality NP Retail is a combined point of sales system that includes Advanced Inventory Replenishment, and financial management solution certified by Retrospective Discounts and Proactive Telesales Microsoft. NP Retail includes software, hardware, support, as well as sub-vertical modules such as implementation, training, hosting and support. It Catchweights and Trade Counter. is based on more than 20 years of experience and For more than 20 years, m-hance has supported operates in more than 4,500 cash registers. wholesale distribution customers to streamline The company also offers an e-commerce processes, improve efficiencies, maximise margins, solution – NP Ecommerce – and a webshop that and deliver excellent customer service. uses data from the same database as the physical store, ensuring inventories are always updated. It provides a solid foundation for a successful business that continually develops and expands. NP Entertainment automates and streamlines sales, accounting and validation of tickets and membership cards. The solution is a flexible product where individual components, such as ticket management, booking, membership cards and access control, can be freely combin

116 www.onwindows.com NeoGrid Netas 8-10 Upper Marlborough Road, St. Albans, Yenişehir Mah. Osmanli Bulvari, No:11 34912, Hertfordshire, AL1 3UR, UK Kurtköy-Pendik, Istanbul, 34912, Turkey

Luiz Gripp, COO Europe Bahar Bağdir, Marketing Specialist [email protected] [email protected] www.neogrid.com www.netas.com.tr

NeoGrid provides supply chain management Netas provides innovative end-to-end value added solutions that are rapid to implement, easy-to- systems integration and technology services in the use and complementary to existing supply chain IT and communications industry. management systems to make supply chains more Its customers range from telecommunication intelligent and flexible. providers to public and private enterprises in both NeoGrid can help suppliers, manufacturers, domestic and international markets. The company distributors or retailers be more competitive has 47 years of experience and continues its foray and rapidly respond to changes in the global in the IT field supported by its experienced, best- marketplace, considering complex organisational of-breed research and development department. needs by using a holistic approach of the supply Netas aims to be the first company to consult chain, by addressing the whole spectrum of through innovative IT solutions and provide business processes within the company and opportunities to its customers. The company among the organisations it’s doing business with - offers a range of services to enterprises operating anywhere in the world - to move from a push to a in various vertical segments including finance, pull-based model. telecommunications, defence and public security, A software-as-a-service model integrated in government, energy and utilities, retail and single, cloud-based platform connects hundreds of healthcare. thousands of companies and enables faster time- The company has formed strategic partnerships to-value than traditional software, aligning supply with global technology enterprises to help its with real demand to continuously improve the flow customers adopt the latest IT technologies of goods. efficiently. It also continues to develop software The company helps business-to-business solutions for more than 200 global operators. collaboration and synchronising every link of the supply chain become a reality, in addition to managing demand volatility, promotions, seasonality. The company can help customers reduce costs, plan and replenish efficiently through collaboration, guarantee product availability and optimised assortments, and improve service levels and sustainability.

117 PARTNERS A-Z

NiCE IT Management Solutions Pcland Online Liebig Strasse 9, Leonberg, 71229, Germany Jasz utca 71, Budapest, 1135, Hungary

Thando Chasakara, Marketing Manager Tokai Mátyás, Managing Director Tel: +49 7152 939820 Tel: +36 21 3813980 [email protected] [email protected] onwindows.nice.de www.pcland.hu

NiCE IT Management Solutions (NiCE) is a Founded in 2000, Pcland Online is one of the Microsoft System Center Alliance partner and largest and oldest Hungarian web shops. The a leading company for network, system and company’s visitors and customers can choose application management and monitoring. Its cross from more than 50,000 items, including PC-parts, platform application monitoring solutions connects software, personal computers, servers, mobile Microsoft System Center Operations Manager to devices, household electronic equipment. users’ applications for comprehensive monitoring. The company provides all off-the-shelf Microsoft NiCE’s services cover the entire range of IT software and is always ready to come up with consulting, solution architecture, analysis and tailor-made licensing solutions. testing services, implementing and adjusting Pcland Online’s technical experts can provide enterprise management solutions. advice and guidance to customers and ensure they The company’s specialties include application select the right option and solution for their needs. monitoring solutions; management packs for Microsoft System Center Operations Manager 2007, 2012, 2012 SP1 and 2012 R2; custom management packs development for Microsoft SCOM; and specialised IT consulting services. NiCE Application Monitoring solutions for SCOM assist system administrators to improve IT service availability; monitor business critical applications; pinpoint problems in the IT ecosystem; improve IT performance by identifying problems in a timely manner thereby reducing downtime; and reduce IT related costs.

118 www.onwindows.com PeopleWare ICT Solutions Pierhouse Haagse Schouwweg 8B, Leiden, 2332 KG, 2 Bourne Mill Business Park, Guildford Road, Netherlands Farnham, Surrey, GU9 9PS, UK

Mark van Liempt, CEO Gordon Grant, Chief Technology Officer Tel: +31 71 5797010 Tel: +44 1252 735000 [email protected] [email protected] www.peopleware.nl www.pierhouse.co.uk

PeopleWare ICT Solutions is a Dutch IT-system Pierhouse provides smart in-store signage to integrator that offers organisations a unique retailers across the world, increasing sales uplift proposition by functioning as a one-stop-shop and at the shelf edge and enabling agility in a fiercely enabling customers to benefit from an integrated competitive marketplace. Its NetTickIT software set of Microsoft-based IT solutions. PeopleWare delivers sophisticated automation enabling staff offers a wide range of innovative and high quality to run in-store promotions quickly and simply, IT solutions in the areas of IT infrastructure, providing a flexible, dynamic framework. It ensures IT outsourcing, cloud solutions, SharePoint compliance, control and reporting across multiple development and IT staffing. The company’s customer touch points, while reducing waste, customers include Mercedes-Benz Netherlands, improving operational effectiveness and offering Sony, Cofely and the City of Amsterdam. multi-lingual and multi-currency capabilities. Icento, the division of PeopleWare that is solely The cloud-based technology provides fast, responsible for IT infrastructure projects, can seamless integration with existing systems and design and implement a variety of innovative cloud dramatically improves a retailers’ ability to react solutions. These can be delivered to customers on a in the market, making big data projects and pay-per-use basis from CloudActive, PeopleWare’s omnichannel retail a reality at the shelf edge. cloud platform. These solutions can then be NetTickIT can grow with the needs of the retailer managed from the company’s ‘Shared IT Center’, and can include high impact tickets across paper which focusses primarily on IT-management. and digital formats including augmented reality, PeopleWare also has a dedicated SharePoint team quick response codes and product reviews, keeping that is responsible for developing social intranets, retailers relevant to their customer base. document management systems and business Pierhouse is passionate about retail and with process portals. PeopleWare also offers high quality installations in over 60 countries across the retail and experienced IT professionals though it’s sector, the company demonstrates smart in-store staffing division. signage expertise.

119 PARTNERS A-Z

prisma informatik Pro Component Merianstr. 26, Nuremberg, Bavaria, 90409, Germany Kavallinpelto 10, Espoo, Etälä-Suomi, 02710, Finland

Silke Schindler, Marketing Manager Ari-Pekka Pelkonen, Product Manager Tel: +49 911 23980550 Tel: +358 207 798888 [email protected] [email protected] www.prisma-informatik.de www.procomponent.fi prisma informatik is an expert in delivering Pro Component is a Finnish retail, industry and enterprise resource planning (ERP) solutions logistics systems wholesale supplier. The company based on Microsoft Dynamics NAV to small and supplies the retail point of sale systems, industrial medium-sized companies, as well as in business long life cycle solutions and logistics systems for intelligence. data collection through its partners. The company As a Microsoft Gold Certified Partner, prisma also represents its own Pro-C products, in addition informatik offers years of experience and can meet to industry-leading manufacturers including the requirements of customers in an integrated Microsoft. The company customises solutions in and efficient manner. prisma informatik integrates their entirety to match customers’ business needs at the business discovery technology of Qlik with a competitive price. ERP-systems and offers options to connect other applications and data sources. The industry solution Mail-Order-IT, based on Microsoft Dynamics NAV, is an integrated ERP-solution for e-commerce and mail order business. Mail-Order-IT offers a wide, integrated module range for the uniform control of company processes as standard. The specific extensions of the ERP solution, such as automated order workflow including the payment receipt, were specifically configured to meet the requirements of mail order and e-commerce. The modern platform enables an efficient cooperation with all e-commerce partners, such as logistic service providers or cash management companies. Furthermore, prisma informatik provides interfaces to sales platforms and webshops to achieve full integration of the systems. In this manner, users can profit from a scalable base, which quickly and flexibly adapt to changes in the online retail business.

120 www.onwindows.com Prodware Project House 45, Quai de la Seine, Paris, 75019, France Sun Plaza Bilim Sk. No:5 Maslak, Istanbul, Sariyer, 34398, Turkey Golan Bar Or, Chief Marketing Officer Tel: +972 527 204444 Alper Bayrakli, Director of Information [email protected] Technology www.prodware-group.com/en Tel: +90 212 3280600 [email protected] Since 1989, Prodware has created, integrated and www.ph.com.tr hosted IT solutions for businesses. The company is a prominent Microsoft partner and a key player in the Project House was established in 1999 and is installation and management of global IT solutions an Istanbul-based digital communication and and applications. Specialising in enterprise resource technology agency. Project House is a fast-growing planning and customer relationship management company and was listed as the only digital systems, Prodware currently serves more than agency from Turkey in the 2007 Deloitte EMEA 20,000 active customers, offering industry designed Technology Fast 500 List. solutions and strong IT expertise. Since its inception, Project House has enjoyed Operating in 14 countries and available in more considerable growth. In 2010, Project House entered than 75, Prodware has forged strong strategic a partnership with Havas Worldwide, one of the alliances with leading integrators and value-added world’s largest communications groups. Project resellers to establish its position as a market leader in House has been awarded ‘European Agency of the the provision of software. Such alliances, as well as Year’ within the Havas Worldwide network for the the company’s size and market presence as Europe’s past two years and is now currently working with largest Microsoft Dynamics partner, has enabled the many different national and international clients company to support the aspirations of its customers from various industries. Its scope of services include for both national and international expansion. internet, extranet and intranet portal development Experienced with a professional background and with Microsoft Sharepoint, mobile and desktop qualified in the fields of management and computer application development, message marketer sciences, each of the company’s teams is eager to messaging platform for e-mail, SMS, MMS, and assist business managers by offering services, advice social media. Project House also works with and support throughout the development and customers to deliver social media app development, deployment of Prodware’s software. as well as business intelligence, e-learning At the same time, while keeping up with the pace applications, and content and video production of technological change, Prodware’s employees are within a digital marketing strategy framework. prepared and keen to provide truly global services in order to meet the solution requirements of customers, regardless of a company’s size or needs.

121 PARTNERS A-Z

Qixol Sci-Net Business Solutions Suite 48, Pure Offices, Kembrey Business Park, 5 Lakeside Business Park, Middle Aston, Bicester, Swindon, Wiltshire, SN2 8BW, UK Oxford, OX25 5PP, UK

Tim Adams, Sales Director Duncan Fergusson, Managing Director Tel: +44 1793 847565 Tel: +44 1869 349949 [email protected] [email protected] www.qixol.com www.sci-net.co.uk

Qixol is a Microsoft partner specialising in the With over 20 years of experience and more provision of Microsoft Dynamics NAV, business than 100 enterprise resource planning (ERP) intelligence and .NET applications to the retail, implementations to date, Sci-Net Business wholesale and e-fulfillment industry verticals. Solutions offers a safe pair of hands and best-of- The company’s primary focus is providing breed consultancy. high-end consultancy, development and Sci-Net’s ERP Retail solution is built within implementation services for customers utilising the Microsoft Dynamics NAV. Designed and built for power and flexibility of the Microsoft Dynamics multi-channel retailers including luxury retailers, NAV enterprise resource planning platform furniture, fashion retail and wholesale, this is a in conjunction with other applications in the complete end-to-end ERP solution for the retail Microsoft stack. and wholesale industry. With 15 years of experience in implementing ERP Retail includes point of sale, telesales, Microsoft Dynamics NAV in a wide variety of mail order, ecommerce, web site, supply chain verticals within the retail sector, Qixol offers a management, shop replenishment and full wealth of experience and knowledge which it advanced warehouse management. For the fashion leverages to ensure projects are implemented and apparel industry, this incorporates sizes and on-time and on-budget while providing an colour variants, product data management and unparalleled level of customer service. complete supply chain management. Based in the heart of the UK in North Oxfordshire, Sci-Net Business Solutions is a leading Microsoft Dynamics NAV partner and developer. The company has many years of experience in providing business management ERP and customer relationship management solutions to small and medium-sized organisations throughout the UK, as well as international projects.

122 www.onwindows.com SIS Global Sitecore SIS House, Eton Office Park West, 1 Harrison 4th Floor, International House 1, St Katharine’s Street, Bryanston, Johannesburg Gauteng, 2196, Way, London, E1W 1UN, UK South Africa Chris Vezey, Sales Director UK Ashlee Selby, Marketing and Business Development Tel: +44 20 33270630 Manager [email protected] Tel: +27 11 3678200 www.sitecore.net/en-gb [email protected] www.sisglobal.com Sitecore is a global leader in customer experience management. The company delivers highly relevant SIS Global is a systems integrator, offering end-to- content and personalised digital experiences that end business technology solutions. The company delight audiences, build loyalty and drive revenue. considers itself as the partner of choice when it With the Sitecore Experience Platform, marketers comes to providing market leading technologies can own the experience of every customer that that help customers achieve their aims and goals. engages with their brand, across every channel. The company’s culture is based upon an innovative Sitecore’s Experience Platform is deeply spirit and a collaborative approach to finding connected, delivering one connected experience solutions that work for customers, helping them across both on- and off-line channels, empowering achieve faster, long term rewards on investments. brands to easily engage in seamless conversations The company’s industry-focused business with their audiences when and where they want, in model, reinforced by industry professionals with real time. The platform is easy to use and combines a deep understanding of the business scenarios best-in-class web content management with and challenges that are faced day-to-day, enables marketing automation, e-mail marketing, social SIS Global to serve customers in a way no other media, e-commerce, optimisation, and analytics business technology provider can. The company into a single, unified platform. delivers industry solutions uniquely tailored to the More than 4,000 of the world’s leading brands – needs of customers. including American Express, Carnival Cruise Lines, With a successful history spanning two decades, easyJet, Heineken and L’Oréal trust Sitecore to help SIS Global has become a business champion in them deliver the meaningful interactions that win the mid-size, enterprise markets and public sector, customers for life. with clientele traversing multiple industries and in numerous countries. A strategic and dynamic approach to project and service delivery allows SIS Global to engage in multi- national opportunities across the globe. Primarily focused on expanding its footprint in Africa, SIS Global has a presence in several countries, giving the company the unique ability to deliver in any environment, while imparting skills and knowledge in markets where opportunities abound.

123 PARTNERS A-Z

Siztek SoftOne Technologies Esentepe Mah. Kasap Sok. Ozden Ap. No:15 K:3 8 Achilleos str., Kallithea, Attica, 17674, Greece D:10 Sisli, Istanbul, 34394, Turkey Antigoni Kotsoni, Business Development Director Elzer Hara, Managing Partner Tel: +30 211 1022222 Tel: +90 212 2130707 [email protected] [email protected] www.soft1.eu www.siztek.com.tr SoftOne Technologies is a software company that Siztek was founded in 2009 as a system integrator develops enterprise resource planning (ERP), and solution provider. The company uses products customer relationship management and innovative from the likes of Microsoft and Dell to create cloud services. SoftOne delivers both on-premise value-added solutions for its customers. Siztek’s and software-as-a-service business solutions to fast strength comes from the experience of its founders, growing midsize businesses and large organisations. highly-educated technical personnel, and being a The company’s Soft1 solutions are powerful, customer-oriented organisation. integrated and simple. These solutions unify Siztek provides support in the after-sale phase business processes across the enterprise, using a through its strategic partners and provides tailor- single, integrated platform that fully covers the made solutions according to customer needs. business areas of wholesale and distribution, The company uses ITIL compliant processes and services, production and retail. Soft1 applications project management capabilities, and can draw on and solutions are used by more than 12,500 15 years of IT industry experience and knowledge. enterprises in several international markets and Siztek understands the need integrate solutions with are supported through a wide network of channel the internal procedures of companies. The company partners. Today, SoftOne has more than 90 full-time uses a strategic partnership approach to create win- employees in Athens, Thessaloniki and Bucharest. win relationships and high customer satisfaction. In 2007, SoftOne became the first Greek software Siztek’s services include procurement, project vendor to offer its ERP as a cloud service and management and consultancy, integration and today it is a leader in the Greek cloud ERP market, end-to-end installation services. with more than 1,000 cloud installations. The company has been awarded a finalist distinction in Microsoft’s emerging technologies worldwide Partner Contest 2011 for its Cloud ERP solution running on Microsoft’s Windows Azure platform. In 2013, SoftOne introduced the Soft1 Open Enterprise Edition, which is optimised for cloud operation and includes a broad range of web and mobile applications that significantly enhance the options for enterprise mobility.

124 www.onwindows.com Sysrepublic Tata Consultancy Services 21250 Hawthorne Blvd., Suite 310, Torrance, Nirmal Building, 9th Floor, Nariman Point, California, 90503, US Mumbai, 400 021, India

Johnny Custer, Vice President, Solutions Research Kalpan Raval, Practice Director and Marketing Tel: +91 949 9814306 Tel: +1 310 9448625 [email protected] [email protected] www.tcs.com www.sysrepublic.com Tata Consultancy Services (TCS) is an IT services, Sysrepublic is a leading retail data analytics consulting and business solutions organisation that company. Focusing on all aspects of retail delivers real results to global business, ensuring a operations, the company’s software solutions level of certainty no other firm can match. TCS help retailers maximise profits and reduce loss. offers a consulting-led, integrated portfolio of IT Through the use of the industry’s most powerful and IT-enabled infrastructure, engineering and query engine and its own proprietary retail assurance services. This is delivered through its database structure, Sysrepublic enables insight and unique Global Network Delivery Model (TM), analysis of retail data, the like of which has rarely recognised as the benchmark of excellence in been available to users in the past. The company’s software development. A part of the Tata Group, solutions focus on point of sale, supply, inventory, India’s largest industrial conglomerate, TCS has a finance, pharmacy, returns, and human resources global footprint and is listed on the National Stock data to provide a comprehensive analytical view of Exchange and Bombay Stock Exchange in India. user actions and process inefficiencies causing loss within the retailer. Sysrepublic was founded in 2002, by a combination of IT data analytic and retail experts. Since then the company has developed five industry leading software platforms focusing on integration, point of sale, returns, information management, and pharmacy. Sysrepublic maintains a global presence that includes head offices in Los Angeles, London, and Warsaw, as well as satellite offices across the US. The company is conveniently placed to service an international client base and remains a 100% employee owned, privately held company.

125 PARTNERS A-Z

The CRM Business Thinkmax Bridgford House, Heyes Lane, Alderley Edge, 1111 Dr. Frederik-Philips, Suite 500, Montréal, Cheshire, SK9 7JP, UK Québec, H4M 2X6, Canada

Jonathan Rowley, Managing Director Patrick Rodier, Business Development Executive Tel: +44 808 2507415 Tel: +1 514 7037642 [email protected] [email protected] www.thecrmbusiness.com www.thinkmax.com

The CRM Business is an award-winning Microsoft Thinkmax is a business management and IT Partner with the Gold Competency for customer consulting firm that specialises in optimising relationship management (CRM) in the UK. operational processes while leveraging leading The company works exclusively with Microsoft technologies. Whether it is for enterprise resource Dynamics CRM Online. planning, business intelligence, customer The company provides innovative, yet easy relationship management (CRM), or e-commerce to use solutions that maximise the return on enablement, Thinkmax’s consultants capitalise investment for all of its customers through a range on decades of industry experience and extensive of implementation and consultancy services. product knowledge of Microsoft Dynamics AX, The CRM Business was recently awarded IBM Microsoft Dynamics CRM, Microsoft Business Silverpop’s Microsoft Technology Partner of the Intelligence suite, and leading e-commerce Year 2014 for implementing Dynamics CRM based platforms to help clients achieve optimal marketing solutions. performance, greater agility and a sustainable The company prides itself on the quality of its work competitive advantage. and seeks to keep things simple for its customers. Thinkmax helps distributors and retailers face the It’s team of Microsoft Certified Dynamics CRM challenges they face, which range from exceeding the consultants share a wealth of experience across sales, expectations of well-informed and more demanding customer service and marketing arenas, enabling the customers to enabling the omni-channel experience. company to provide market-leading solutions that How a business chooses to deal with these challenges maximise return on investment. could mean the difference between outstanding The CRM Business provides tailored Microsoft success and losing market share. Dynamics CRM customisations to suit the As competition continues to intensify in individual requirements of customers’ business and the distribution and retail sectors, leading industry. It provides implementation, training and organisations with complex operations increasingly consultation throughout the UK to a wide variety turn to Thinkmax to re-evaluate their internal of leading companies across industries including processes and the adequacy of their business retail, hospitality and distribution. management systems to adapt to this evolving marketplace. Thinkmax advises organisations in the retail, distribution, manufacturing, and professional services industries.

126 www.onwindows.com Bleu C 100 / M 56 / J 0 / N 38

Dégradé

ThreePL Quality Systems TVH Consulting 2400 Winston Park Drive Unit #3, Oakville, 22 Rue Guynemer, BP 112, Maisons-Laffitte, Ontario, L6H 0G7, Canada 78600, France

Gene Su, Chief Technology Officer Daisy Nguyen, Sales and Marketing Executive Tel: +1 888 5564515 Tel: +33 134 931727 [email protected] [email protected] www.3plqs.com www.tvhconsulting.com

ThreePL Quality Systems (TQS) has become a Founded in 2003, TVH Consulting is an leader in creating logistics solutions, and guarantees international independent software company positive results. The company’s 3PLQS Suite of specialising in systems integration, business products has been developed through collaboration consulting and the hosting of major international with its clients and provides solutions to meet their enterprise resource planning solutions. TVH logistics challenges. The company takes the time to Consulting is the publisher of ADAX – Advanced understand customers’ business requirements and Distribution for Dynamics AX – a Dynamics AX create a customised logistics programs. TQS offers vertical that caters to medium and large enterprises a full-spectrum of e-commerce and distribution in multi-channel distribution. ADAX’s robust business solutions which provide total visibility and feature set extends to companies who supply to accountability to all transactions flowing through its large retailers, sell business-to-business, have technological supply chain applications. 3PLQS aims web stores or e-commerce channels, retail points to deliver better business optimisation and a ‘faster of sale, and catalogues. ADAX boasts specific time to value’. capabilities to optimise omni-channel management TQS has the facilities and logistics specialists so that complex production lines sync with timely to provide third party logistics services. The deliveries no matter what sales channel used. company provides distribution solutions across the In its research and development centres, TVH North American region. A TQS logistics business Consulting develops targeted, industry solutions development manager can assist companies in for distribution, wholesale, food and beverage, providing information on the extensive capabilities consumer goods, life sciences, retail and multi- and value added services that TQS offers. channel commerce verticals. Headquartered in Europe, TVH Consulting is an international company present in African as well as North and South American markets, where it sells solutions through a solid network of Tier 1 global partners.

127 PARTNERS A-Z

Ultima Business Solutions Xiptra Business Solutions Ultima Place, 448a Basingstoke Road, Reading, Ebweg 38, Barendrecht, 2991 LT, Netherlands Berkshire, RG2 0RX, UK Hans Truin, Sales and Marketing Manager Dave Rogers, Services Director Tel: +31 180 644077 Tel: +44 870 6086860 [email protected] [email protected] www.xiptra.nl www.ultimabusiness.com Xiptra Business Solutions lists innovation, Ultima Business Solutions is a leading end-to-end flexibility, integration and transparency as central IT infrastructure partner. The company’s mission is focus points in the solutions it delivers to its simple: make technology an asset for the business, customers. The company delivers smart concepts not a problem. The company believes there is no supported by tried and tested techniques and its substitute for understanding. Uncovering client expert professionals. needs and having the experience and ability to The company believes that retail and distribution deliver robust and suitable IT Infrastructure companies need managers who can advise on the solutions is embedded within the company’s DNA. profitable creation and organisation of value chains As a leading provider of secure, available and for the various different distribution channels scalable IT infrastructure solutions, Ultima can assist within which Xiptra’s customers are active. in optimising infrastructure to enable customers Xiptra calls this business scenario planning, to do things faster and more cost effectively, and has a continuous thought process of ‘what if’ while delivering better quality. The company when deploying intelligent IT solutions for the can help reduce the total cost of ownership of IT customers. The company believes the entrepreneur infrastructure, and work with IT departments to who manages to turn the biggest margin killer into a become an enhanced business enabler. unique distinctiveness has the market of the future. Ultima can help IT deployment processes by The company also believes the software selection utilising current investments, while offering a flexible process should start with a fundamental question: and agile approach to the ever-changing business ‘What is the guiding principle for the project we demands of customers and improve end-user and are now starting on? The organisational design as it customer experience through the use of technology. currently stands or how we would desire this to be?’ Ultima Business Solutions is driven and focused Xiptra recommends starting from the desired to deliver world-class service to its customers. situation. The purchase of a software package gives The company has the experience, accreditations organisations the unique opportunity to optimally and credibility to provide a holistic view of how design processes and to subsequently allow these to the IT estates of customers are performing today be supported by the company’s software. and what needs to happen to deliver the future requirements of the business.

128 www.onwindows.com Young & Partners Kortrijksesteenweg 321/16, Harelbeke, 8530, Belgium

Stefan Dedrie, Vice President of International Business Development Tel: +32 5673 2010 [email protected] www.navitrans.eu

Young & Partners’ Microsoft Dynamics- certified solution NaviTrans delivers specific functionality to manage a company that offers services in transportation, forwarding and public warehousing. Built on the latest Dynamics NAV platform, it can easily connect to customer and supplier systems. Young & Partners’ international partner network supports local and international layered logistic service providers globally. NaviTrans is based on three main functionalities: transport, forwarding and public warehousing. NaviTrans Transport manages transport processes for full-and partial loads, bulk, container or express to multi-depot hub and spoke networks. Additional modules such as the Graphical Plan Board (drag-and-drop planning, automatic calculation of distance, time, toll and CO2, route optimisation and integrated fleet monitor), on-board computer interface and subcontractor management provide further benefits. NaviTrans Forwarding allows forwarders to take full control over complex multi-modal transports while NaviTrans Warehousing deals with every aspect of public warehouses where multiple articles can belong to multiple customers.

129 The following organisations are publishing partners for Retail and Distribution Global Outlook