Dynamics 365 as a growth engine for B-Close
B-Close offers a fully integrated service, allowing customers to tailor their ideal package. They handle not only the delivery and configuration of forklifts but also provide rental services, periodic maintenance, and full-service contracts. With over a thousand customers, B-Close processes an enormous amount of data - concerning both machines and clients. Therefore, advanced automation was essential.
With a strong focus on automation and integration - and NORRIQ as a strategic partner - forklift company B-Close took major steps in its digital transformation. The result? A revenue increase of €20 million, along with significant time savings and cost reductions.
Eric Maertens , CEOCEO
B-Close
A tailored total service
In the search for a suitable technology partner, CEO Eric Maertens turned to NORRIQ, partly due to their expertise in the leasing and rental sector. “We offer various rental formulas, sometimes with variable rates. Sub-rentals through third parties also involve complex logistics. Moreover, we are primarily a service company, which places extra demands on our operational efficiency.”
Real-Time insight into Field Operations
With 115 technicians serving 1,300 Belgian clients, precise planning is crucial. “Thanks to Dynamics 365, we always know where our technicians are. We guarantee that customers receive help within four hours, ensuring that their operations don’t come to a halt. The interactive dashboard provides a complete overview of tasks and routes, allowing us to quickly adapt to any changes.”
User-friendly mobile app
Upon arrival at the customer site, technicians can easily log their working hours, completed tasks, and used materials via a mobile app. “The app had to be intuitive: the less a technician has to look up, the lower the chance of errors. Their focus is on maintenance and repairs, not IT.”
Accelerated invoicing and automated inventory management
The mobile app continuously synchronizes with customer service, enabling faster invoice processing. “When selling and renting forklifts, various Service Level Agreements apply, often with long payment terms. Thanks to automatic synchronization, we can generate and send invoices more quickly.”
Inventory management has also become more efficient: “Our technicians not only have access to three fixed warehouses but also use their vans as mobile stockrooms. Via the app, they indicate what materials they need, after which the logistics department processes the order. At night, their vehicles are automatically restocked, allowing them to work uninterrupted during the day.”
An investment that proved its value
Efficiency and cost savings
By combining Dynamics 365 with Suivo's mobile app, B-Close optimizes technicians’ work planning, saving time and money while serving customers faster. Notably, the first-time-right rate has significantly improved.
Revenue growth
Digitalization and efficient field service led to a revenue increase of €20 million over five years.
Business growth
Since implementing Dynamics 365, the number of technicians has grown from 80 to 115, and the number of administrative staff has increased by 10%.
Smarter processes
Automated inventory processes, such as the timely restocking of service vehicles, allow technicians to fully focus on their customers.
Full control
Thanks to automated contract management and strict deadline monitoring, B-Close consistently meets pricing and quality standards, all while responding to specific customer needs.
Better decision-making
Real-time Business Intelligence delivers in-depth insights, enabling management to make quick and well-informed decisions.
Data-driven insights for continuous improvement
Dynamics 365, combined with the Power Platform, generates clear reports on key performance indicators such as machine defect rates, rental returns, and technician travel time. By leveraging these insights, B-Close continuously optimizes its service offerings.
NORRIQ: a reliable partner for growth
“The consultants at NORRIQ actively collaborate with us to translate specific challenges into a future-proof 360° system. As a Microsoft partner, NORRIQ has delivered an innovative and intuitive platform that supports our growth. It not only saves us time and costs but also supports our company’s strategic development. Without automation, the €20 million revenue increase over five years would have been impossible.”
About B-Close
B-CLOSE NV is the largest independent Belgian company specializing in the distribution and maintenance of premium-brand forklifts. As a 100% Belgian company, they aim to stay close to their customers and actively seek the most suitable solution for each specific logistics situation. To provide customers with the best possible solutions, B-CLOSE collaborates with various specialists in internal material handling.
Each of these brands has chosen B-CLOSE exclusively to distribute their products in the Belgian market for both new equipment sales and after-sales service. With the broadest range of products available and a nationwide service and support network, B-CLOSE offers solutions for diverse material handling challenges through a team of over 200 employees.