Intergamma
IN CIJFERS
Intergamma: from Custom Solutions to AI DIY Coach
An old rotary thermostat does what it’s supposed to do: regulate the temperature. But it’s cumbersome and inefficient. Smart thermostats follow our daily rhythm, save energy, and make life easier. The same was true for Intergamma—the parent company of GAMMA and KARWEI. The IT backend systems functioned, but outdated systems were holding back necessary progress. Time for a smarter approach.
De ERP processen voor het beheer van de distributiecentra draaide op Microsoft Dynamics AX 2009, met daarnaast verschillende maatwerkapplicaties. Bijvoorbeeld rondom het aanmaken van direct delivery orders bij leveranciers en facturatieprocessen op het AS/400-platform. Naast lifecycle vervanging van Microsoft Dynamics AX 2009 en het volgen van een cloud first strategie, wilde Intergamma alle processen bij elkaar brengen in een geïntegreerd geld-goederen landschap.
Culturel fit
To take that step, Intergamma needed innovative technology, but also a partner that matched their culture. “We didn't just look at credentials and experience, but also at the cultural fit. That was very important to us,” says Jurre Mulder, Chief Digital & Technology Officer at Intergamma. “HSO suits us well. It’s a bit more Dutch. A little less dogmatic.”
According to Mulder, a successful collaboration isn’t just about technology, but mostly about how it’s embraced within the organization: “You can have the nicest IT solution, but if it doesn't fit the way people work, it’s not going to fly. HSO gets that and works with us in a way that fits our organization.”
“HSO suits us well. It’s a bit more Dutch. A little less dogmatic.”
Custom Solutions Limit Scalability
Although the custom solutions on platforms like AS/400 and around our webshop functioned well for years within Intergamma, they increasingly became bottlenecks. "The AS/400 platform, for example, contains a lot of custom code in a language where the programmers who know it are retiring. Of course, it served us very well, but we wanted continuity and also a way to put this functionality into more scalable standard solutions, achieving more synergy in the system landscape," says Edwin Meeren, Head of Architecture & Strategic IT Programs at Intergamma.
Moreover, the administrative processing was cumbersome. "We had all sorts of separate solutions for our administrative processes, making things complex. Ultimately, you want a system that gives you complete insight into the order flow and allows you, for example, to click from journal entries to underlying transactions. Previously, this happened in different systems, so you didn’t have that overview,” says Edwin.
Intergamma & HSO
HSO has implemented various solutions at Intergamma to support the digital transformation. First, the outdated Microsoft Dynamics AX 2009 was replaced by Microsoft Dynamics 365 Finance & Supply Chain Management (D365F&SCM). In addition, HSO replaced the custom invoicing systems with a standardized solution within D365FO, creating a closed cash-goods system. Lastly, HSO provides support and monitoring so Intergamma can focus on its core activities.
50
YEARS
active in the Netherlands
2
BILLION
in consumer revenue in 2023
15.000
ORDERS
via webshops per week
380
STORES
in the Netherlands and Belgium
Closed Cash-Goods System
The collaboration with HSO began with a Discovery phase. Through inspiring workshops and strategic discussions, a long-term plan was drawn up to address the main pain points. The first step was replacing the outdated AX 2009 environment, followed by modernizing the invoicing systems and moving webshop administration to Dynamics 365 Finance & Operations.
HSO implemented Microsoft Dynamics 365 Finance & Operations and replaced the custom invoicing systems with a standardized solution within D365F&O, combined with Medius invoice matching. "Currently, we're working on moving the webshop administration to D365F&O, which is creating a closed cash-goods system and, for example, ensuring that dropshipment webshop invoices are only approved once it is proven that they have been received by the consumer,” says Van Meeren.
The cooperation between Intergamma and HSO does not stop at implementation. HSO also supports system management and monitoring through HSO Managed Services’ Retail client team. There are also strategic sessions. "We have regular meetings where we ask: what more can HSO do? How are the programs progressing, how about the commercial side? This provides assurance in various ways so that we work well together not only operationally in execution but also at tactical and strategic levels,” says Mulder.
Results
The collaboration is bearing fruit. A concrete example? The processing of 10,000 supplier invoices per day, of which now 96% is fully automated. “Previously, we achieved this as well, but that was the result of years of custom solutions. Now, it is fully automated in a standard solution, which is quite unique in the market for these volumes and automated matching percentages,” says Meeren.
A solid foundation has now been laid for further innovation and rationalization of the system landscape. Meeren continues: "By removing webshop customizations from, for example, the financial package for our franchise hardware stores, that can also return to standard. In addition, beyond the current scope of inventory and administration for the webshop, we can in the future also use the same solution for forecasting and ordering advice for the supply of the outsourced eCommerce DC as we do for our own DC. By creating more synergy, we can focus on other matters and work on smart solutions for customers and employees, such as an AI DIY coach."
“By creating more synergy, we can focus on other matters and work on smart solutions for customers and employees, such as an AI DIY coach.”
Store as Source of Inspiration
The role of physical stores is changing rapidly. Where it used to be mainly about inventory and checkouts, customers now expect more guidance and inspiration when shopping. Mulder sees that the function of physical stores is subject to change. “A store traditionally has four core roles: logistics (making products available), transaction (payment), inspiration and orientation (generating ideas and comparing), and service and advice (help with making the right choice). The transaction as a primary role is declining, and digitalization is making more of it virtual. Customers increasingly expect help with more complex projects, requiring a different store experience.”
Where previously transaction and logistics were central, the focus now is shifting toward inspiration and service. “A customer wants to receive a product quickly and at the right time with as little effort as possible. But for other purchases, they need more help and advice, for example with decoration or technical projects,” says Mulder.
With the help of innovative technology, Intergamma is transforming from a traditional hardware store into an inspiring environment where customers can find products using AI and achieve successful DIY projects with personal service.
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