Flying Tiger Copenhagen's Digital Transformation Journey with Dynamics CRM

Flying Tiger Copenhagen Digital Transformation Powering Türkiye's Growth: An Information Systems Success Story
 

A Bold Vision of Growth in the Turkish Market

A global brand's entry into a dynamic and competitive market like Turkey requires not only the right product and location strategy but also a robust technological infrastructure to support it. From operational efficiency to customer relations, the role of technology is a decisive factor in a brand's success. This has played a central role in Danish design brand Flying Tiger Copenhagen's ambitious expansion in Türkiye.

Flying Tiger Copenhagen, taking a strong step into the Turkish market in collaboration with the KARACA Group, quickly expanded its journey to major cities, having begun with the opening of its first store in Kanyon, Istanbul, on October 3rd. The brand's growth goals were crystal clear: having successfully reached 11 stores by the end of 2024, the brand aims to reach an impressive network of 35 stores by the end of 2025. Rapid physical growth at this scale presented a critical challenge: how to establish effective and sustainable relationships with its growing customer base, build brand loyalty, and ensure operational excellence? These questions clearly highlighted the need for a specialized technological solution beyond traditional methods to ensure the brand's enduring success.
 

Strategic Imperative: The Need for CRM for Customer-Focused Growth

In modern retail, especially for global brands aiming for rapid growth in a new market, success is no longer measured solely by product and price, but rather by the customer experience provided. The key to personalizing, managing, and improving this experience based on data is a robust Customer Relationship Management (CRM) system. For Flying Tiger Copenhagen, this wasn't a choice; it was a strategic imperative.

The main motivation and strategic driving force of the project is Flying Tiger Copenhagen General Manager Sami Hotak expresses it clearly in the following words:
"We needed an end-to-end CRM application to strengthen customer relationships in line with our brand's strategic goals."



This need arose from the need to systematically establish all processes beyond simply communicating with customers. Prior to the project, the organizational structure lacked a clear process and systematic infrastructure. This presented potential risks such as data disorganization, inefficient operations, and slow response to customer demands. Combined with rapid growth targets, this lack of systematicity could hinder sustainable success. Therefore, this critical need for the right technology also necessitated finding the right business partner to implement it effectively.
 

Choosing the Right Business Partner: Why Information Systems?

Success in such a fundamental digital transformation project depends not only on the software chosen but also on the competence of the implementation partner who will weave that software into the company's DNA, understand the processes, and configure it to serve strategic objectives. For Flying Tiger Copenhagen, Information Technology Systems (BBS) stands out in this critical role. Ercan ŞIDIM , Corporate Solutions Director at MARS Technology, the technology subsidiary of KARACA Group, which undertook the project management, explains the selection process and the competencies that differentiate the BBS as follows:

• Deep Industry Expertise and Innovative Approach: BBS's "deep expertise in its field" and its "innovative solutions tailored to customer needs" rather than simply offering standard solutions ensured the project was properly designed from the ground up. This meant a system tailored to Flying Tiger's specific needs, rather than a generic solution.
• A Strategic Partnership Beyond Technical Support: The collaboration went far beyond a simple technical support relationship. By helping its client "develop a strategic vision," BBS contributed to making processes smarter and more efficient. This partnership optimized operations and maximized the value of customer data.
• Mastering Local Market Dynamics: The success of a global brand depends on its ability to understand and quickly adapt to local market dynamics. BBS leveraged its experience with Microsoft Dynamics CRM to strengthen Flying Tiger's ability to "integrate local market dynamics and customer needs with technology."
• Solution-Focused and Flexible: Unexpected challenges are inevitable in any major project. BBS's "solution-focused and flexible approach" enabled these challenges to be overcome quickly and the project to be successfully completed on schedule.

These qualities clearly illustrated why Flying Tiger Copenhagen chose Bilgi Birim Sistemleri and created a solid foundation of trust for the project's transition to the implementation phase.
 

Impact of Transformation: Key Gains After the Project

The implementation of the Microsoft Dynamics CRM project was much more than a mere technology integration for Flying Tiger Copenhagen. This project, implemented within a "tight timeframe," as Sami Hotak puts it, particularly due to the initial launches, resulted in a fundamental transformation that directly increased the brand's operational efficiency, customer satisfaction, and market competitiveness. The tangible outcomes of the project and its value to the business can be categorized under four main headings:

• Centralized Data Management and Process Efficiency: Consolidating all customer and operational data onto a single platform has centralized and managed dispersed information. This translates to increased coordination between teams, faster business processes thanks to instant access to information, and significantly increased operational efficiency.
• Enhanced Customer Analysis and Satisfaction: The new system allows for detailed analysis of customer behavior and comments. This enabled much faster and more effective solutions to customer requests and feedback. The direct result for the business was a tangible increase in customer satisfaction and loyalty, strengthening customer relationships—the brand's most valuable asset.
• Data-Driven Strategic Decision-Making: The reliable and real-time data provided by CRM systems has put an end to decision-making processes based on guesswork or assumptions. As Sami Hotak puts it, "improving strategic decision-making processes through data-driven analysis" has strengthened a company's competitive advantage and market position. Many critical decisions, from marketing campaigns to inventory management, are now supported by concrete data.
• Systematic and Integrated Work Environment: The pre-project, unsystematic and non-process-oriented structure gave way to a more organized and integrated work environment. This transformation not only ensured operational fluidity but also enhanced team performance, paving the way for the company to achieve its shared goals more quickly.

These achievements demonstrate that the project not only improves existing operations but also lays the solid technological foundation necessary for Flying Tiger Copenhagen to achieve its ambitious future growth targets.
 

Looking to the Future: Sustainable Success with Technology and Strong Collaborations

A successful CRM project isn't the end of a journey; it's a significant milestone on the path to continuously improving the customer experience and enhancing operational excellence. For Flying Tiger Copenhagen, this project is just the beginning of its growth strategy in the Turkish market, proving that investing in technology was the right decision.
 
Sami Hotak expresses the brand's future vision and commitment to technology with these words: "At Flying Tiger Copenhagen, we will continue to invest in technology-focused solutions to improve the customer experience and fully adapt to the local market." This statement underscores that digital transformation is not a one-time project, but a continuous development process. Hotak emphasizes the success achieved by stating that the project has significantly contributed to the brand's growth in the Turkish market.
 
It would be appropriate to close with Sami Hotak's strong recommendation for other companies, which clearly summarizes the success of the project and the satisfaction with the collaboration:
"We wholeheartedly recommend that other companies going through similar processes collaborate with Bilgi Birikim Sistemleri."

All in all, this successful collaboration between Flying Tiger Copenhagen and Bilgi Birikim Sistemleri stands as concrete and inspiring proof of how the right technology and the right strategic partner can act as powerful leverage to help a company achieve its ambitious market targets.