Service digitalization – the first step in the digital transformation of Družstevní závody Dražice

Service Digitalization – DZ Dražice has chosen Blue Dynamic as its strategic partner for digital transformation. We’re launching our collaboration by digitizing their service operations. What solution did we choose and why? And what else have we helped DZ Dražice digitize?

You probably know the well-known Dražice water heaters. Družstevní závody Dražice is a Czech manufacturer that has been a symbol of quality for decades. With a mission to produce reliable, energy-efficient water heaters, the company has introduced over 380 models and variations to the market. In addition, it offers service across the Czech Republic and Slovakia.

As a successful company that strives to deliver not only excellent products but also top-tier services, DZ Dražice continuously looks for ways to improve. It wants to optimize, streamline, and automate — and that calls for a well-tuned IT solution. That’s where Blue Dynamic comes in.

Top priority: Service digitalization

In the first phase, DZ Dražice was looking for a vendor to deliver a digital service management solution. As sales volume increased, so did the demand for high-quality after-sales support. The company therefore needed a tool to optimize service order management and support its service partners.

“In our industry, quality service is key to customer satisfaction. Having a great product is not enough — customers care about how we take care of them. Since we operate throughout the Czech Republic and Slovakia, we needed to modernize our IT systems to simplify and clarify internal processes. We decided to start with the digitalization of our service operations,” says CFO Pavel Balog.

‘The deciding factors were business focus and proven expertise.’

Blue Dynamic was selected as the partner for implementing the service digitalization project — and for several follow-up projects as well. “DZ Dražice is currently undergoing strategic changes, including a complete modernization of its IT systems. We chose Blue Dynamic as our strategic partner for digital transformation. The key factors for us were their business understanding, transparent approach, and deep industry expertise. They focus on identifying key business needs first and only then propose the most suitable IT solutions — that’s exactly what we were looking for,” adds Balog.

Given the customer’s needs, our recommendation was clear. Microsoft Dynamics 365 Field Service and Customer Service are the ideal platforms for this mission — advanced solutions designed to improve and optimize field service operations and technician management. For DZ Dražice, these systems represent the perfect fit.

Why we chose Dynamics 365 Field Service and Customer Service for DZ Dražice

• Dynamics 365 Field Service and Customer Service enable planning and coordinating tasks and dispatching to maximize team efficiency, reduce service times, and boost productivity.
• They allow scheduling and tracking of service work orders based on key factors such as technician availability, spare parts inventory, and task priority.
• They use data analytics to identify potential issues and support preventive maintenance.
• Dynamics 365 Field Service helps track service history and customer communication, improving relationships and providing reliable, transparent support.
• Field technicians can access a mobile app that gives them all the necessary information, schedules, and service history while on the go.
• Dynamics 365 Field Service is part of the Microsoft Dynamics 365 ecosystem and integrates seamlessly with other Microsoft apps such as CRM, ERP, and Microsoft 365.

Collaboration across three key projects

Choosing Microsoft technologies has proven extremely valuable. Why? Because it allows us to build on a solid foundation and easily extend functionality with future projects. After the service digitalization project, we’re now working on management reporting and a B2B portal — two additional initiatives currently in progress.

In addition to the service solution, we are also developing a new offer portal for both internal sales and external partners for DZ Dražice. The company’s existing solution had become outdated and no longer provided the functionality and data needed for evaluating sales and marketing performance.

At the same time, we are implementing a new data warehouse and management reporting system. The previous tool was technologically obsolete, so we’re creating a tailored solution to meet the company’s specific analytical and operational needs.

We’re confident that we will meet the customer’s expectations and become DZ Dražice’s long-term strategic partner on their journey toward full digital transformation. Even with three projects underway, we believe this is just the beginning — and we look forward to continuing this journey together.

Would you also like to optimize your service operations or have another important business challenge to solve? We’ll be happy to help you find the right IT solution.