Manor: Cloud ERP for omnichannel retail in full operation

Instore – online – mobile

Manor operates throughout Switzerland and employs around 6,800 people. The group includes 56 department stores, 21 food supermarkets, 23 restaurants, and three distribution centers. It follows an omnichannel strategy and also runs an online marketplace for selected manufacturers and brand partners. Across the group, Manor offers more than one million items from around 2,800 suppliers worldwide.

One connected ecosystem for modern retail

Manor improves the platform as a whole instead of optimizing isolated systems. The company keeps processes simple and close to standard so it can respond efficiently to new requirements. The operating model combines deep specialist expertise with close collaboration across business teams, IT, and external partners.

A clear platform strategy for simpler systems

Manor needed a platform and a partner that could support stable processes and growth over the long term. Technology mattered, but the quality of the working relationship was just as important. BE-terna brought deep industry knowledge in retail and fashion, plus experience with complex ERP environments based on Microsoft Dynamics 365. The close partnership between BE-terna and Microsoft also played an important role in Manor’s decision.

Adding Microsoft services while operations continue

Manor and BE-terna implement new functionalities step by step while operations continue. The goal is to make modern services available for productive use quickly while reducing technical complexity.

One of the most important current projects is the introduction of the Microsoft Planning Optimization Service. With this service, Manor has modernized key planning processes using modern cloud technology while improving performance and scalability.

In addition to standard Microsoft functionalities, Manor and BE-terna have jointly developed several targeted extensions. These include replacing an external system for invoice confirmations, adding functionalities for hazardous goods labeling, and providing additional product information for campaign processes.

Manor has also moved forward with the implementation of the Microsoft Inventory Visibility Service for real-time inventory queries via web services and is currently using its functionalities in a pilot.

Collaboration between Manor, BE-terna, and Microsoft

The long-standing partnership between Manor and BE-terna is efficiently embedded in the company’s processes. A key factor in this success is the joint Target Operating Model. Working in agile, business-focused streams with clear responsibilities and short decision-making processes, the teams implement new functionalities with a focus on minimum viable products. This allows new functionalities to enter live operations at an early stage and generate direct feedback from day-to-day use.

Close collaboration with Microsoft also supports this process. Due to the high volume of data, Microsoft tests new services under real-world conditions directly with Manor and BE-terna. This allows Manor to evaluate new functionalities at an early stage and actively contribute to their development.

“ERP is at the heart of our IT, and with BE-terna, we have a partner we can rely on. The quality meets our expectations, the collaboration works, and together we always find a good way forward.”

- Mario Ghidoni, director IT ERP services at Manor

A foundation for automation and AI-supported processes

Microsoft Dynamics 365 Finance & Operations provides the foundation for the continued modernization of Manor’s omnichannel processes. The steadily growing range of functionalities across the entire platform, particularly beyond the ERP stack, and the close integration of all components within the Microsoft ecosystem provide the basis for extensive automation and AI-supported processes.

The collaboration is already moving into its next phase. Together with BE-terna, Manor is currently improving supplier collaboration with AI-supported document processing for supplier invoices and supplier order confirmations. At the same time, the company is evaluating further opportunities for system consolidation and additional improvements to its logistics landscape.

Choosing Microsoft Dynamics 365 Finance & Operations and BE-terna as a partner has proven successful for Manor over the long term. At a time when new technologies are becoming available at an increasingly rapid pace, the ability to use their potential in a targeted way for the business is essential. With BE-terna by its side, Manor has a partner that not only evaluates new technologies but also works with the company to turn them into concrete use cases and measurable business value.