Hoorcentrum Aerts: even more attention to the customer, thanks to Microsoft Dynamics 365

Targeted customer contacts - for happy customers and improved sales figures

The CRM system was the first to be implemented: "At Hoorcentrum Aerts, the customer always comes first. We aim to build a strong relationship with our customers without overwhelming them with excessive or unfocused communication. This is where Microsoft Dynamics 365 Marketing comes in to assist us."

By gathering customer and sales data from AMPAREX, the CRM tool provides a 360° view of the customers. This enables the marketing team at Hoorcentrum Aerts to understand their customers' interests and preferred communication methods. The outcome: valuable, personalized communication at every stage of the customer journey.

Consolidating all data - maximizing efficiency

After successfully launching the CRM system, Cegeka introduced Microsoft Dynamics 365 Business Central to streamline operations at Hoorcentrum Aerts. Now, all financial and logistical data from every store and the headquarters are managed in one centralized location.

For Anouk Van Aerde, an audiologist at the Antwerp branch, the ERP package represents a significant advancement: "The tool is incredibly user-friendly. With just a click, I can see which hearing aids are in stock in the warehouse and place orders. This level of flexibility was previously unheard of." Additionally, logistical processes are running much smoother.

Microsoft Dynamics 365 Business Central consolidates orders by branch, allowing for bulk picking and shipping. This not only saves warehouse staff valuable time but also reduces the number of trips for the transporter.

Invoicing: staying ahead of the game

Anouk also benefits from the Microsoft platform, as it provides her with a clear overview of the outstanding payments on her computer in the store. At the headquarters, Rudi and his colleagues can verify sales details from AMPAREX in real time, quickly identifying and following up on any outstanding payments.

Rudi explains, "The monthly closing process is now much quicker. Previously done in Excel, which was cumbersome, time-consuming, and error-prone, we can now wrap everything up accurately within a week."

Looking ahead, Hoorcentrum Aerts plans to implement Power BI to closely monitor margins. This move will not only save the team time but also provide insights that will benefit cash flow, margins, and overall growth.

Strategy + determination = achievement

Cegeka kicked off the project with a series of workshops where Hoorcentrum Aerts, alongside the experts, identified the needs. This close collaboration was maintained throughout the configuration, implementation, and integration process.

"At Cegeka, we follow a strict implementation methodology that ensures a smooth go-live," Lieven continued. "This was crucial as Hoorcentrum Aerts wanted the platform up and running for the opening of several new stores. We met the tight deadline, thanks in part to the strong commitment and motivation of Hoorcentrum Aerts."

Live in 4 months

"Cegeka listened and understood our needs like no other right from the first contact. They navigated the entire process with expertise," Rudi adds. "Of course, we encountered some obstacles along the way. We required a significant amount of data from various sources, and integrating with AMPAREX was a unique challenge for Cegeka. Whenever a problem arose, we collaborated to find a solution. When you align with your implementation partner and foster a collaborative spirit, you achieve impressive outcomes."

In just 4 months, the new system was live, on schedule, and within budget. Rudi is thrilled: "I've been involved in many IT implementations in the past, but this was truly the best process." Rudi's colleagues share his satisfaction. "Adapting to a new system always takes time. Initially, there were doubts about the CRM package. However, once everyone experienced how user-friendly the platform is and how it simplifies their work, they were quickly won over."

To maintain this level of satisfaction, Cegeka continues to monitor Hoorcentrum Aerts closely, including through Application Managed Services. This ongoing support ensures that we assist the hearing specialist in remaining the leading player in the audiological sector.