Operating over 80 stores nationwide, the company has been a trusted name in the Dutch market for many years.
Business case
In November 2024, Carpetright Netherlands was acquired by new owners with a vision to refresh the brand’s perception while preserving its core identity. To support this transformation into a scalable retail organization, the company recognized the need for advanced technology. "Our Point of Sale (POS) and Product Information Management (PIM) solution was over 30 years old,” says Johan den Dulk, IT Manager at Carpetright. “It was tailored for us, but it got bogged down in outdated processes and ways of thinking.” With no one left to program or update the system, it was clear that Carpetright needed a modern, data-driven platform to achieve its new ambitions.
Solution
Already familiar with Microsoft solutions, Carpetright quickly chose Microsoft Dynamics 365 Business Central ERP and partnered with local Microsoft and LS Retail partner TCOG. "LS Central provides Carpetright a comprehensive suite, including POS, mobile POS, self-checkout kiosks, as well as features for replenishment, pricing, promotions, and loyalty - specifically designed for retailers,” says Eric van der Craats, Sales Manager at TCOG.
Carpetright found the ideal implementation partner in TCOG. "A company undergoing digital transformation needs a flexible, quick-thinking IT partner who can support its evolution,” says Den Dulk. “We didn’t want a partner that strictly follows rigid guidelines, but one that can quickly adapt and that’s exactly what we found with TCOG.” The companies meet every two weeks to review progress and make necessary adjustments. “The lines of communication are short, and we share a strong mutual trust,” says Den Dulk.
Implementation goals
While the implementation is still in progress, the new ERP system has already begun to unlock a variety of possibilities for Carpetright, such as improving visibility across locations and establishing real-time connection with the online store. "A whole new world has opened up to us," says Den Dulk. "We decided to implement it quickly. We’ve already rolled out the ERP part, which has already brought significant benefits to our back-office operations, providing real-time insights and streamlining processes." The company is now working with TCOG to roll out LS Central across all stores and will quickly begin seeing the advantages of the solution in action.
Carpetright has exciting plans when it comes to improving the customer journey. “Today, the customer journey starts online on social media, but the web remains more of an inspiration tool than a sales channel,” says Den Dulk. “You don’t buy a floor without seeing it, that’s why we still believe strongly in physical stores.” Carpetright is working with a design agency on a new store concept, where customers can create mood boards or bring photos of their living spaces and receive expert advice for their projects. Carpetright will then present them with options for flooring, curtains, rugs, and wall colors. “The idea is that when customers receive their samples in a beautifully packaged box, along with a quote, they can place it on the kitchen table and discuss it with their family,” says Den Dulk. “This is the customer journey we aim to create: a store where technology is available, inspiration is abundant, and staff are well-trained.”
Carpetright also supports their customers in their renovation projects by offering free, in-home consultations with expert home advisors during evenings and weekends. These advisors provide expert interior design advice, showcase sample products, and guide customers in making well-informed choices. “Our customers are highly satisfied, and we consistently see a strong return on investment,” says Den Dulk. To further enhance this service, the retailer plans to expand its team of home advisors, increasing their current number from 12 to 20.
Carpetright is reviewing its supply chain strategy by shifting logistics out of the stores and centralizing it, allowing upholsterers to focus solely on their core tasks rather than also handling transportation. They’re also working on expanding their B2B branch, as many construction projects seek a reliable and trusted partner.
As a forward-thinking company, Carpetright is actively exploring the potential of AI to improve its operations. With Microsoft integrating AI into Business Central and LS Central through Copilot, the future possibilities are vast. AI tools like Copilot and Agents automate tasks such as creating product descriptions, simplifying purchase or sales order entries, and drafting emails in response to order confirmations. The AI chat function within Business Central Copilot Chat allows users to interact with their ERP system - asking questions, generating reports, and more. This chat interface will soon be implemented for internal use, making it easier to access crucial data like customer performance. However, Carpetright must first ensure its data is accurate: "We need to clean up our data, which will enable us to build a solid database and fully leverage AI,” says Den Dulk. “The software acts as the foundation, AI is the next step in this transformation."
