Hedges Direct transforms operations with Partomer and Microsoft Dynamics 365 Business Central
Client: Hedges Direct
Industry: Online Retail
Solution: Dynamics 365 Business Central
Partner: Partomer
Overview
Hedges Direct, a leading online horticultural retailer, has grown from a thriving seedling into a £14m business with significant seasonal demand and operational complexity. But that growth brought growing pains – outdated systems, paper-based processes, and a failed first attempt at digital transformation.
To support its next phase of growth, Hedges Direct turned to us, Partomer, a North West Microsoft Dynamics 365 partner unlike others they had tried – to not only gain access to the right product, but to receive the right support. We were ready to listen, learn, and build technology around their people, not just their processes.
Challenge
As Hedges Direct scaled, so did its challenges:
- Managing large seasonal staff fluctuations
- Outdated paper-based dispatch systems
- Incomplete visibility across operations
- A failed initial Dynamics 365 business central implementation with a partner that didn’t understand their business
“Partomer were completely committed to the project,” said Alex How, Managing Director of Hedges Direct.
“Unfortunately, the partner we originally selected for this project treated us like just another customer. They didn’t understand what made our business different, or why we needed the system in the first place.”
Solution
Determined to find a better way forward, Hedges Direct brought in Partomer to replace the original partner and reboot the implementation of Dynamics 365 Business Central.
“From the first conversation, Partomer spoke our language,” How explained.
“They understood online retail, discussed contribution reporting and Magento integration, and grasped the importance of seasonal preorders. It was extremely refreshing.”
We took a partnership-first approach, investing time in every department to understand needs, educate users, and build confidence across the business. It was clear from day one that we had mutual values, share the same vision, and want to do better by our customers – specifically, maintaining the magnificent operation of plants that go from one click on their website, to the satisfied customer.
So, together, we agreed on a phased rollout:
Stage 1: Scanning and digitising the existing paper-based dispatch process.
Stage 2: Rolling out a fully automated workflow using Microsoft Power Apps and mobile devices.
Results
Saved 40% against set budget on the project implementation
Automated contribution reporting giving the board complete visibility
A new digital foundation ready to scale with the business
“It was incredibly satisfying to tell the business we’d hit our customer satisfaction goals – and saved 40% against budget,”
said Hannah Walsh, Operations Manager
“Now, our contribution reporting is instant. We’ve composted the old paper systems and are ready to plant the next seed in our journey – with a partner that truly listens.”
Why Partomer?
“We believe business applications should drive real business outcomes,” – John Crowther, Managing Director at Partomer. “It’s not about installing software for the sake of it. It’s about building systems that support people, growth, and the unique way a business operates.”