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The companies chose D365 Field Service and Customer Service
Manufacturing
The advantages of automation, AI, and machine learning have caused a shift toward smart factories and data-driven manufacturers. We help you to become competitive, innovative, and resilient.
Financial Services
How to navigate intense competition, stay in compliance with ever-changing regulations and leverage commercial opportunities. We help you create an IT landscape that enables efficient operations and connects processes and data.
Professional Services
People-centered, client-focused and project-driven: that’s professional services in a nutshell. We design and implement technology solutions that enable better decision-making and effective working.
Retail & Distribution
We modernize the retail workplace, bringing previously unseen insights to the business, implementing intelligent order management and get you closer to your customer.
Public Sector
HSO helps public and government organizations to meet and leverage increasing expectations for digital service, responsiveness and transparency.
Non-Profit
We support Non-Profits by modernizing applications, automating processes, and providing insight. Through technology, we nourish successful relationship management and enable greater impact.
What we do
HSO is one of the world’s top business solution and implementation partners, large enough to serve, small enough to care. Through our services, we help companies transform the way they work and improve business performance.
Business Applications
Microsoft Dynamics 365 Business Applications for ERP and CRM are leading in the industry. But their real strength is in the integration. Combined, they deliver even more value.
Cloud Services
HSO has a proven track record in supporting our customers in their cloud journey. With your business in mind, we offer a comprehensive suite of services to help you gain value from the cloud.
Data & AI
We help customers build an operational and future-proof data platform, ready to realize business value from AI and machine learning technologies.
Our Solutions
HSO develops industry-specific solutions that leverage the latest cloud and AI technologies from Microsoft, accelerating our customers' digital transformation.
Join HSO
Our workforce is a growing dynamic, unique, and diverse global community that is quality and performance-driven. For every stage in your career, we offer challenging opportunities. We look forward to meeting you!
Life at HSO
We are a global community of people with an entrepreneurial spirit, in an environment where you can really make a difference and have your voice heard. We constantly challenge ourselves to be better. Come join the journey with us!
Graduate Programs
Skyrocket your career with our graduate programs and accredited certification opportunities at HSO around the world!
HSO Academy
From technical skills, soft skills, mentorships, leadership coaching, masterclasses, informal knowledge sharing and globally recognised certifications - HSO Academy is your personal and professional knowledge accelerator.
Vacancies
Find opportunities in Consultancy & Technology, Project Management, Leadership, Sales and Business Development, Marketing, Legal and HR.
Join HSO
Our workforce is a growing dynamic, unique, and diverse global community that is quality and performance-driven. For every stage in your career, we offer challenging opportunities. We look forward to meeting you!
Life at HSO
We are a global community of people with an entrepreneurial spirit, in an environment where you can really make a difference and have your voice heard. We constantly challenge ourselves to be better. Come join the journey with us!
Graduate Programs
Skyrocket your career with our graduate programs and accredited certification opportunities at HSO around the world!
HSO Academy
From technical skills, soft skills, mentorships, leadership coaching, masterclasses, informal knowledge sharing and globally recognised certifications - HSO Academy is your personal and professional knowledge accelerator.
Vacancies
Find opportunities in Consultancy & Technology, Project Management, Leadership, Sales and Business Development, Marketing, Legal and HR.
Unified Aftersales and Services contribute to BDR Thermea’s global mission
Deliver sustainable, smart indoor solutions with significantly more efficiency with D365 Field Service and HSO Advanced Field Service
One process, one system and one dataset
BDR Thermea Group develops and delivers innovative products and services for a warm and comfortable home. From residential heat pumps and boilers, to advanced systems for commercial buildings. Internationally known brands such as Baxi, De Dietrich, Remeha, Brötje, Chappée and Baymak are part of the BDR Thermea Group. The company, headquartered in Apeldoorn, the Netherlands, employs over 7,000 people worldwide. With a turnover of 2.3 billion euros in 2023, it is one of the largest players in its industry worldwide.
To realize its mission of bring a sustainable future closer with smart indoor climate solution to its customers worldwide, BDR Thermea launched the Streamline program. Streamline’s objective is to simplify, standardize and improve business processes in all domains, and to create an efficient and effective global way of working. Harmonizing and connecting business processes with IT is at the heart of the program. This will reduce complexity and costs and eventually deliver better solutions to customers.
Jan Bijsterbosch is Manager Center of Excellence CRM, Internet and BI at BDR Thermea. Jan: “In the Center of Excellence I work with my team to deliver one process, one system and one dataset for all customer-process related domains for all our geos, including Marketing, Sales and Aftersales & Service.”
Initially, BDR Thermea asked HSO to implement Dynamics 365 Field Service, including our best-practices and Advanced Field Service Solution, covering the aftersales and service processes. Over the course of the project, HSO became the partner for all customer-process related IT applications.
Customer focused, real-time insights and improved systems capability
What does the Aftersales and Services domain behold? Jan: “Imagine being in your home, in winter, with a broken boiler, freezing on the couch… What our customers want most, is to be warm, with the boiler being fixed quickly. That’s exactly what we aim to do with our Aftersales and Services. This domain captures the journey of a customer who asks for help, has a problem or a complaint. Our objective is to solve all problems as soon as possible in a competent and satisfying manner and, where possible, selling additional service solutions.”
BDR Thermea found that with the old systems, the service agents could not offer the best service, due to a lack of capabilities and data. Jan: “Together with HSO, we designed the blueprint for one global process and one way of working. By optimizing and harmonizing processes and with the new Field Service application, customer service teams can rely on one source of customer data. That makes the life of the service agents a lot easier.In short, the teams are able to make faster and more accurate decisions, which will increase customer satisfaction. Over the long run, the improved insights will lead to predicting errors, meaning we can fix a problem, even before it occurs.”
Jan: “We started implementing the new Aftersales and Services process and applications in Italy and France, followed by short periods of hyper care and kernel improvements. We will now continue with Belgium, the Netherlands and Germany."
60% efficiency increase in the back office
"What we have seen so far in business benefits is very promising. Before this project a customer existed 27 times in our systems. But now the customer exists only once, in our CRM system, which means we have one source of the truth. The new system enables us to create maintenance work orders automatically for a significant amount of turnover.
The efficiency increase in our back office is no less than 60%. Automated resource scheduling helps us to plan 15% more visits by field engineers and it helps us to optimize the efficiency of routes. We also benefit a lot from the automated van-to-van stock transfers and van stock counts, enabled by the interface between Field Service Management and ERP.”
Go step by step and make sure there is clear business ownership
BDR Thermea is confident in the continued roll-out of the Aftersales and Service program, together with HSO. And although a lot of work still needs to be done, Jan already has several learnings he likes to share. “First of all, take one step at the time. Don’t try to go too fast or take on too much at the same time. Second, it’s important to carefully manage the template and scope of the project, by continuously involving and managing stakeholders.
I chose to implement an agile way of working, using Azure DevOps, in the whole organization. This means that the business is in the lead when it comes to developing new functionality, resulting in a clear strategy and roadmap for the next 1-2 years. Having someone in the business that owns the global domain, in this case field service, is critical for me to be able to deliver the right, standardized IT solution. And last but not least, ensure a good atmosphere and invest in the team, which for sure will lead to better results.”
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The companies chose D365 Field Service and Customer Service
Our Field Service experts are ready to help you bring your service to the next level.
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