Moving from Legacy to Digital with Dynamics 365 Finance & Operation and Customer Engagement

See how we helped a pioneer in the eCommerce and retail industry stay ahead in the digital arena by moving them out of legacy systems to Dynamics 365.

Industry

Retail + ecommerce

Services

ERP + CRM + payment gateway integration

Solution

Dynamics 365 Customer Engagement + Dynamics 365 Finance and operation

Technology used

Advanced Warehouse Management, MS Dynamics 365 F&O, MSCRM, Modern POS

Our client, a leading multi-channel retail and direct marketing organization, distributes outdoor recreational equipment to assist customers in pursuing their passion for nature, adventure, and outdoor recreational activities. They are dedicated to their objective and serve their customers with the same enthusiasm that they have for promoting outdoor sports and interests, with fishing being one of the most popular. They stock and transport 90,000 outdoor items from 800 premium brands to over 200 countries across the world.

The client’s previous system had a number of issues, including the inability to automate order flow and the inability to create, modify, and disable SKUs and their associated inventory numbers across various channels. Legacy systems impaired and restricted seamless automation of order flow. Multiple payment gateways were required to keep up with the retail store, call center, ecommerce website and online marketplaces. Purchasing processes and workflows were complicated and needed to be simplified from order to dispatch while also enabling better inventory planning.

In addition, lack of a unified customer view across all channels of purchase points meant that the customers could not use their online payment mode, if shopping offline. Web customers (ecommerce website or Marketplace) were able to use multiple payment methods. But the same customer when purchasing at retail store wase strictly limited to credit cards and was not able to use paypal, amazon payments, apple pay, etc.

Top priorities of the client were to accelerate business growth and stay relevant in the digital world by delivering its products and service with the best customer experience and automation of order, inventory, packing and shipping management so that the customers can track the orders in realtime, from the time of order to shipment delivery.

By implementing Advance Warehouse Management, we integrated ordering, pick, pack, and ship with enhanced performance from point of sale to warehouse procedures. We upgraded vendor management processes and controls to allow for faster, more accurate replenishment as well as complete insight into all financial and business activities from a single system.

We upgraded their traditional POS to a modern POS on Microsoft Surface Go, allowing users to contact customers from wherever they were in the store. 

We also replaced Salesforce with MS Dynamics 365 CRM, which allowed them to manage their customer portfolio from sales to shipment in one system, providing significant data on customer behavior across sales channels and average spend per customer, both of which were critical in the retail industry.

Connect with us anytime at [email protected] to learn more about how we assisted our customer in achieving a seamless digital transformation with the following goals achieved:

Moving out of legacy systems and building competencies around Digital Transformation by implementing Microsoft Dynamics 365 Finance and Operations.

Automation of order, inventory, packing and shipping management by implementing advanced warehouse management in MS 365 F&O.

Implement Dynamics 365 Customer Engagement (MSCRM) with integrated VOIP call center telephone system into Microsoft CRM.

Integrated entire order lifecycle that included CRM + Order and Inventory Management + Shipping + Finance into a single ERP + Ecommerce for unified view of customer.

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