Case Study

90% Drop in Support Incidents – Reducing Data Chaos at Pernod Ricard with Azure Integration

Pernod Ricard, the world’s co-leader in wines and spirits, needed a reliable way to exchange documents across its global branches and later modernize integration tracking in a hybrid Azure environment. Multishoring has supported this journey since 2012, from the original BizTalk BRIDGE platform to the iTrack error-handling solution.

90%

Drop in Support Calls

>2M

Flows Processed Monthly

10+

Years of Cooperation

The Starting Point

A Global Integration Platform for Document Exchange

In 2012, Pernod Ricard asked Multishoring to help extend its BizTalk-based integration landscape with a pan-European data exchange module codenamed BRIDGE — BizTalk Realtime Integration Data Global Exchange.

The module enabled document exchange between Pernod Ricard branches, customers, EDI providers, and third-party logistics companies. It handled data such as multi-shipment orders, inventory activity and status updates, dispatch notifications, reception notifications, invoices, settlements, and warehouse shipping orders.

Because Multishoring had already supported Pernod Ricard’s Polish branch, the global team recognized us as experienced BizTalk experts and entrusted us with creating a dedicated solution for the broader organization.

The Operational Challenge

As message volumes grew, BRIDGE-related error management based on Microsoft InfoPath forms and email became inefficient. Pernod Ricard needed more accurate error data, better notification control, visibility over all running flows, faster integration processes, and a path toward cloud-based integrations.

Project Approach

From BizTalk BRIDGE to a Hybrid Azure Integration Architecture

Pernod Ricard decided to move toward a hybrid architecture by using Microsoft Azure Integration Services for new integrations while continuing to rely on BRIDGE as a critical integration platform. Multishoring helped design and deliver iTrack — a custom web-based solution for visualizing, tracking, and handling errors from BizTalk and Azure.

1. Extend BRIDGE Across the Organization

We progressively incorporated Pernod Ricard branches into the system and expanded the scope of exchanged documents, including invoices, settlements, and warehouse shipping orders.

2. Enable Hybrid Cloud Integrations

The architecture allowed Pernod Ricard to use Azure Integration Services components and connectors for new integrations while keeping secure communication with on-premise systems and APIs.

3. Build iTrack for Error Handling

iTrack became a browser-accessible hub for errors, flow tracking, XML rendering, message details, role management, notifications, and resubmission of failed messages.

4. Add Self-Service Capabilities

We also delivered self-service portals for API access, Azure resources, DevOps and SharePoint provisioning, permissions, and trigger definitions without direct Azure infrastructure access.

The Technology Stack

The solution combined proven enterprise integration components with Azure-based modernization, giving Pernod Ricard visibility, control, and scalability across a global integration landscape.

Core Integration Platform

BizTalk BRIDGE, Web Services, AS2 protocol, JD Edwards ERP interfaces

Azure Integration Layer

Azure Integration Services, Azure cloud components, connectors, and API publishing

Tracking & Error Management

iTrack for flow visibility, error details, notifications, traceability, and resubmission

Automation & Governance

Azure DevOps build and deployment automation, user roles, API access workflows, and resource provisioning

Solution in Numbers

A Global-Scale Integration Environment

iTrack and the hybrid integration architecture now support a high-volume, global operational landscape across Pernod Ricard branches and users.

>2M

integration flows processed every month

~200

affiliates connected to the integration ecosystem

>2,000

users benefiting from improved visibility and tracking

Project Outcomes

Business Benefits of the Optimization Project

The optimization project helped Pernod Ricard replace inefficient error handling with a scalable, visible, and more automated integration management process.

Better Error & Flow Management

iTrack gave Pernod Ricard statistics and visibility they previously did not have for errors, correct flows, and messages.

Faster Error Resolution

Improved error management reduced the time needed by the support team to resolve platform errors by more than 70%.

Stronger BRIDGE Performance

Cloud migration and better error handling improved the performance of BRIDGE, a critical integration platform for Pernod Ricard.

Faster Cloud Integrations

Azure components, connectors, API Management, and automated deployment accelerated the creation and publication of new integrations.

Architecture Visibility

Hybrid Integration Platform with iTrack

iTrack became the central hub for integration tracking and error handling for regular users. It gives integration teams detailed information about flow executions, supporting validation, debugging, and day-to-day operational control.

Hybrid integration platform for Pernod Ricard with the iTrack tool for integration error handling

Hybrid integration platform for Pernod Ricard with iTrack for integration error handling.

Continuous Improvement

Self-Service Portals and Extended Global Support

Since 2017, Pernod Ricard has added more branches to its integration solutions, including teams from Australia, New Zealand, and the USA. To cover the daily business hours of global branches, Multishoring provides 24/5.5 support.

We also deployed self-service portals that reduce repetitive manual work for the integration team and standardize the way users request access and resources.

Self-Service Capabilities

Less Manual Configuration, More Control

Requesting access to APIs for creating integrations, with API values generated after validation and confirmation.
Requesting Azure environment resources for integration development, with resource groups created automatically across Azure, Azure DevOps, and SharePoint.
Defining triggers for Azure interfaces without direct access to Azure infrastructure.
Sharing integration best practices through a Center of Excellence created by Multishoring.

“iTrack not only provides us with real statistics of the BRIDGE platform, but it also gives us real-time flow tracking information that proves very valuable to our integration teams. It has transformed our ways of working and reduced support calls by over 90%.”

Tomaž Praprotnik

Head of Integration CoE, Pernod Ricard

Summary

A Decade-Long Integration Partnership

Multishoring’s cooperation with Pernod Ricard started with a dedicated BizTalk solution for global document exchange and evolved into a long-term partnership focused on integration scalability, cloud modernization, operational visibility, and process automation.

By combining BizTalk BRIDGE, Azure Integration Services, iTrack, self-service portals, and extended support, Pernod Ricard gained a more transparent, reliable, and future-ready integration ecosystem for branches, partners, logistics providers, and internal users worldwide.

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