The Client:

Boshnakov Ltd. is a leader in the sale of construction materials, household products and equipment with over 30 years of history. Masterhaus, part of Boshnakov Ltd., is a trademark of the first Bulgarian hypermarket for construction materials. The hypermarkets offer customers the highest quality construction materials for the best value. In addition to their physical stores, in 2014 Boshnakov Ltd. launched their online store – Masterhaus Online – that made shopping for customers faster and more convenient.

Business case:

Masterhaus aimed at upgrading their system to gain access to more advanced functionalities that would address their changing needs effectively. A more contemporary solution would help them understand their customers’ preferences better and thus, ensure that they are fully in control of their business. Masterhaus lacked visibility in their day-to-day operations and that posed big challenges in the speed and accuracy of their work, especially with the high volume of both online and offline sales. Moreover, without a centralized system, Masterhaus’s team struggled to meet customers’ expectations.

The Solution:

NavTech Group analysed the needs Masterhaus and offered a solution that will address their exact weak points. The solution was based on Microsoft Dynamics 365 Business Central and LS Central as an extension. NavTech Group’s team did additional integrations to expand the functionalities of the ERP system and modernize the approach of Masterhaus team.

With Microsoft Dynamics 365 LS Central as their ERP system, Masterhaus entered the world of digitalization and modern customer experiences. As an extension to Business Central, the all-in-one software designed for the retail industry, LS Central, expands the benefits of the ERP system with POS system, back-office functionality, store management and customer loyalty. NavTech Group’s team turned their wishes into reality and worked extensively to provide all the necessary add-ons.

“Our value is adapting to the market changes, and we are always on the lookout for innovative solutions. This is one of the reasons why we chose Dynamics 365 LS Central. The ERP system is very customizable and scalable, which is what we need to support our growth as a leader in retail construction,”
- Viktor Boshnakov, Authorized Representative of Boshnakov Ltd.

Replenishment

The Replenishment functionality includes calculations of the quantity of items necessary for Masterhaus stores. The Replenishment orders include detailed information regarding the products, the sales history, the available in-stock quantity and the suggested availability until a certain date. With just one press of a button, the system performs the necessary calculations to make proposals, considering the history of sales for the last few weeks and the remaining stock in the replenishment warehouse. This is how Masterhaus’s team avoids pitfalls and challenges ensuring that their services will always be elite and their customers – completely satisifed.

Online shop integration

The Navtech team integrated Masterhaus’s online shop with Dynamics 365 LS Central to eliminate the need for manual data entering and data duplication across numerous systems. The synchronization between their data across all stores – physical and online – gives them flexibility to make changes to their prices depending on discounts and promo campaigns. With an e-Commerce platform connected to the ERP system, Masterhaus’s team can make better decisions about their marketing strategies, optimize their offering, satisfy their customers with carefully tailored campaigns and rewards.

LS Central POS System

The LS POS system enables Masterhaus’s team to close sales, register advance payments, see product details, connect to a fiscal printer, set up the format and logo of the receipt, generate an intermediary and daily report. Users can manage client offers made in the back office directly from the POS, which saves them time and reduces the waiting time.

Loyalty program

To satisfy their clients’ needs and retain them successfully, Masterhaus strives to provide a wide variety of benefits and rewards. Their customers can join their loyalty program and get exclusive offers personalized to their preferences and buyer habits. As the updated system provides key insights into customer trends, Masterhaus’s team can make decisions about the individual promo offers sent to a customer. This guarantees a personalized approach because each client can get a unique discount.

EFT POS integration

NavTech Group’s team did an EFT POS integration to automate the transfer of payment information across all bank devices in the Masterhaus stores. The EFT integration saves the front-line employees much time while also reducing the inaccuracies caused by manual entering of sums. What is more, with such an add-on, the card payment process is much quicker, and customers do not have to wait in long lines or get frustrated.

Auto module

With the Auto module Masterhaus can track their fuel consumption, maintenance costs and all kinds of transport expenses. The Auto module also includes features for document and incident management, insurance, and service agenda, combined with dashboards that give them insights and access to key vehicle statistics. This constant on-the-go visibility helps Masterhaus’s team make efficient decisions.

Import of courier payments

The payment information provided by the courier companies gets imported to the ERP system, and consequently, each payment is matched to its corresponding invoice. Through this linking method, Masterhaus has visibility over all courier payments and saves time from manual data entering, while reducing the risk of lost or forgotten documents.

Benefits Gained:

Keeping the entire business under control

Masterhaus's team follow strictly what is happening with their business. The visibility that Dynamics 365 LS Central provides is a key ingredient in the recipe for success. All aspects of their business management (Finance and Accounting, Operations, Inventory Management, Supply Chain, Sales, Customer Service) are managed through one and the same system. The team can spot challenges right away and address them in time – no more data inaccuracy, miscommunication across departments, high operational costs or inefficient inventory allocation.

Increased employee productivity

After the implementation of Dynamics 365 LS Central, the team of Masterhaus is more productive than ever. They have put an end to the manual management of their warehouse with inventory processes such as order management, procurement, and replenishment integrated into the system.
For example, with the barcode scanning function, Masterhaus’s team can scan items and then create Transfer orders by importing the data from their mobile phones to the ERP system. This automation increases their productivity as more tasks can be performed in less time, and with minimal chance of risks.

The right amount always in stock

After the integration of Dynamics 365 LS Central, Masterhaus's work does not get disrupted because of stock shortages. This also ensures that there will be no dissatisfied customers and negative feedback as Dynamics 365 LS Central automates and handles precisely the replenishment process. With the demand forecasting functionality, Masterhaus's team can spot any risks of out- and overstock and take the necessary precautions.

Smooth customer journey

The buyer experience is improved with the unified solution of Dynamics 365 LS Central. Imagine this scenario:

You choose Masterhaus as the place to get your materials for the renovation you are doing at home. When you enter the store, Masterhaus's employees will tell you right away where to find what you are looking for. You do not spend time wandering around the hypermarket or waiting for the staff to check the availability of items in the back office. You are pleased to see all your desired items in stock since the team has already predicted what should be replenished. And even better – you see that you can save money thanks to the promo offers that Masterhaus has provided: mix and match offers “Buy three, get one free", a loyalty card discount, sales, or clearances of certain products. You will be able to get a great deal on all the items you need for your home. You go up to the cash register and pay quickly without having to wait a long time in line. Masterhaus's staff is quick, swift and calm when providing customer service, the check-out process is smooth and easy, and you are all set to continue with your renovation project after buying all the necessary materials.
This is how your customer experience will be upgraded to a new level thanks to the functionalities of Dynamics 365 LS Central.

“Customer experience is a priority, and we aim to continuously elevate it. Customers value personalization because it makes them feel understood, leading to a better overall experience. Dynamics 365 LS Central gives us opportunities to implement this strategy. When they choose to shop in our store or order online, it is guaranteed that they will receive the necessary attention and easy access to the products they are looking for. “
- Viktor Boshnakov, Authorized Representative of Boshnakov Ltd.

As customers we often do not see what happens in the back office or behind the cash register, but we surely demand good customer service when we choose to visit a store. The ERP system plays a pivotal role in ensuring that customers will get exactly what they are looking for. Not every ERP system can handle the management of so many and such different business operations, but the leader on the market that has already shaped many success stories ensures exactly this - Dynamics 365 LS Central.

Contact us for a demo or consultation.