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Deliver personalized digital customer engagement with Dynamics 365

Consumers and businesses are increasingly turning to digital platforms for relevant product and service information, making it critical for companies to effectively meet and exceed customer expectations through digital services and technology. Microsoft Dynamics 365 is helping organizations meet this challenge by connecting and unifying commerce and marketing activities. By bringing together solutions such as…

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Consumers and businesses are increasingly turning to digital platforms for relevant product and service information, making it critical for companies to effectively meet and exceed customer expectations through digital services and technology. Microsoft Dynamics 365 is helping organizations meet this challenge by connecting and unifying commerce and marketing activities.

By bringing together solutions such as Dynamics 365 Commerce and Dynamics 365 Marketing, businesses can more effectively target and deliver engaging, intuitive, and user-friendly digital commerce buying experiences. These tools allow organizations to leverage machine learning models, artificial intelligence infused-personalization, and event and data-driven customer journeys, to deliver bespoke buying experiences across B2B and B2C markets.

Personalized and intuitive experiences

To effectively compete in omnichannel retail, businesses need technology solutions that allow them to deliver personalized and intuitive shopping experiences. Many customers want their shopping experience to be somehow personalized. Effective personalization can also increase store revenue. Yet, delivering personalized and intuitive experiences can be challenging for businesses that, despite multiple in-person interactions with customers and ongoing engagements with them online, cannot collect and connect the data from these experiences.

By unifying the data from every customer touchpoint, retailers can develop a more meaningful and holistic understanding of their customers. This deeper understanding can then be leveraged to quickly move customers from evaluation to purchase decision, regardless of the channel in which the customer chooses to engage. Ultimately, by delivering personalized and intuitive shopping experiences, retailers can improve overall conversion rates and maximize the lifetime value of their customers.

Ste. Michelle Wine Estates

One retailer that is seeing the benefits of delivering personalized and intuitive experiences is Ste. Michelle Wine Estates. Ste. Michelle Wine Estates, one of the largest premium wine companies in the United States, prides itself on superior consumer experiences. To unify its consumer data and provide opportunities for innovation, Ste. Michelle deployed Dynamics 365 Commerce across all of its wine brands.

“The more we know about the consumer—and the more adept we can be at using that information in intelligent ways—the better we can make technology an enabler of consumer satisfaction.” —Joe Gregg, Chief Information Officer, Ste. Michelle Wine Estates

Learn more: Ste. Michelle Wine Estates customer story

Seamless omnichannel services

Personalized digital customer engagement extends well beyond the confines of online marketplaces and digital storefronts. To deliver a fully seamless and frictionless buying experience, merchants must be able to effectively transition from online to brick-and-mortar and back again—and do this without losing the personal touch.

Consumers are more likely to buy from retailers who reference past purchase experiences. These are easy feats for properly configured information systems in online environments, but transitioning to in-store, team member-led experiences can be tricky.

To be effective in this effort, retailers need to empower in-store team members with relevant and timely consumer data. Providing the correct data at the right time can be difficult when retailers are amassing a large amount of consumer data. Fortunately, Dynamics 365 Commerce can leverage AI and machine learning capabilities to deliver personalized recommendations, insights, and loyalty programs access directly into the hands of brick-and-mortar team members. Ultimately, by connecting digital, in-store, and back-office operations in a single retail platform, merchants can deliver the seamless purchase journeys that modern consumers and businesses have come to expect.

Signature Cosmetics & Fragrances

A retailer positioning itself to take advantage of the benefits of seamless omnichannel service is Signature Cosmetics & Fragrances. Signature Cosmetics & Fragrances, a leading cosmetics and fragrance group, understood the impact the COVID-19 pandemic and subsequent lockdowns would have on its network of more than 170 stores across South Africa, Botswana, and Namibia.

When the company began its modernization program by implementing Dynamics 365 Finance and Operations, it did not immediately consider the benefits of connecting its commercial activities in a seamless omnichannel service. As the project moved forward and they gained experience in e-commerce, they quickly grasped the value of such an approach. By implementing Dynamics 365 Commerce, Signature Cosmetics & Fragrances can now deliver a seamless experience across product categorization and loyalty programs in its brick-and-mortar stores and online. One example is that the company can now directly connect a customer’s online wish list with in-store sales opportunities.

“Part of the project plan is once we have all this data following through the productivity software in retail, e-commerce, and supply chain, we will have Power BI sitting above everything and drawing from various departments to present it as reports that really help us make decisions.” —Akheel Pragjee, Managing Director of the Signature Group

Learn more: Signature Cosmetics & Fragrances customer story

Next steps

As we have seen, delivering a personalized digital customer engagement is a fundamental necessity for modern retailers. Dynamics 365 provides the ability to adapt and innovate with the only portfolio of business applications that empowers your organization to deliver operational excellence and delight every customer. Two of our solutions, Dynamics 365 Commerce and Dynamics 365 Marketing, combine to allow your company to provide a unified, or connected, commerce solution. Try our free Dynamics 365 Commerce trial today to get started creating personalized and friction-free digital commerce experiences for B2C and B2B businesses.

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Customers share their stories on migrating to Dynamics 365

At some point, we’ve all experienced regret over not doing something. Opportunity passes us due to our over analysis, indecision, and uncertainty. Even though we’ve all done this, we rarely seek the advice of others, thinking our situation is somehow unique or different. This rationale is common among the on-premises organizations we speak to. They…

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At some point, we’ve all experienced regret over not doing something.

Opportunity passes us due to our over analysis, indecision, and uncertainty. Even though we’ve all done this, we rarely seek the advice of others, thinking our situation is somehow unique or different.

This rationale is common among the on-premises organizations we speak to. They understand the benefits for moving to the cloud but chose to focus on all the reasons not to—aging infrastructure, manual processes, and siloed data notwithstanding.

Hearing how others are approaching this critical technological evolution can be invaluable. Not to mention relatable. Here are a few customer stories we’ve collected; perhaps you might recognize yourself or the circumstances?

Discover other Dynamics AX and Dynamics CRM customer stories to learn about migration best practices and the benefits others are seeing in the cloud.

A small company with sizeable goals

Sonee Sports, is a small 28-year-old, family-run retail chain in the Maldives. The company moved its Microsoft Dynamics AX to Dynamics 365 in the cloud to streamline its resource planning, point of sale, and relationship management activities. Sonee Sports has grown from a single desk in a hardware store to 10 stores across the Maldives however, this growth didn’t come without challenges, particularly when it came to technology.

Maumoon Abdullah, Sonee Sports’s co-founder, has long advocated for using technology to understand, retain, and engage new customers. “In 2016, we had a customer churn rate of 10 percent—not good. We knew that technology was key to keeping our business afloat,” Abdullah said. However, their previous enterprise resource planning (ERP) took hours to generate reports, the data was inaccurate, so decision makers stopped using it. In time, Sonee Sports realized it had to move its entire business to the cloud.

With help from Mumbai-based CloudFronts, a Microsoft Partner Network partner, Sonee Sports upgraded to Microsoft Dynamics 365, deployed Microsoft Power BI for analytics, and rolled out a cloud-based e-commerce system. “We needed an all-around ERP system that was reliable, easy to use, and mobile-friendly and that offered a host of options for accessing information. Dynamics 365 Retail fits these criteria very well.” Abdullah says. 

With this setup, Sonee Sports has cut its IT maintenance costs by 38 percent and improved customer retention by over 8 percent.

“With Dynamics 365, we finally have the data we need to understand our customers.” Abdullah says. “The value of this is priceless.”

Read more about Sonee Sport’s migration to Dynamics 365.

A growing city with changing needs

It can be easy to forget that cities are a lot like corporations—they provide services to their “customers,” often relying on technology to deliver the goods.

Bristol is a diverse city in southwest England, with more than 90 languages spoken and a population of just over 463,000. Bristol City Council is the unitary authority and is responsible for a wide range of services including taxation, waste management, education, etc. Like many struggling municipalities, Bristol City Council felt it could no longer rely on its IT system to meet day-to-day demands of the city. Its systems weren’t agile or mobile-friendly and lacked a unified platform to support collaboration or leverage data insights.

“The council was historically, deeply dissatisfied with its IT systems and processes.” says Simon Oliver, Director of Digital Transformation at Bristol City Council. 

Bristol City Council realized the only way forward was to modernize its Dynamics CRM 2016 instance to Dynamics 365, which would improve efficiency and collaboration. Moving, however, was a significant undertaking, involving migrating 54 workloads and orchestrating nearly 500 ecosystem partners, and staff.

Built on Microsoft Azure, with Microsoft Power Platform and Office 365, Bristol City Council deployed Dynamics 365 alongside toolsets to increase productivity. “Working with Microsoft has given us an opportunity to look at our entire approach to delivering IT services, to reshape our way of thinking and the culture of the IT department,” explains Oliver. 

Read more about the Bristol City Council transformation.

An industry leader looking to drive purpose

Peet Limited, a leader in Australia’s property industry, believes in helping people gain peace of mind through property ownership. And their commitment to IT innovation has enabled them to remain competitive through market disruptions.

As part of its ongoing mission to offer quality service, the company partnered with Microsoft to upgrade its IT systems and move critical line-of-business applications to the cloud. Justyn Bridge, IT Manager at Peet Limited, explained, “Microsoft 365 is a complete, intelligent solution…it empowers Peet employees to be creative and work together.” Peet Limited had confidence in Microsoft because the organization was already using both Dynamics CRM and Dynamics AX, for its customer relationship management (CRM) and ERP, respectively.

Peet Limited designed its cloud strategy around security with the goal of end-to-end protection in mind; for them, security promoted value. Bridge explains that one of the best benefits of using Microsoft 365 is having a “single pane of glass” to view Peet Limited’s security landscape. Using Microsoft’s Advanced Threat Analytics, Peet Limited had a succinct, real-time view of an attack timeline with the ability to analyze and identify normal versus suspicious user or device behavior.

Considering the project, Bridge notes, “We sought better end-to-end protection, and Microsoft 365 gave us that. Our business has gained security in both protection and mindset.”

Read more about Peet Limited’s story.

When you’re ready to migrate, Microsoft is here to help

We all have stories that define us. Organizations are no different. Whether you’re looking to grow your footprint, improve services, or modernize your underlying technology, the Microsoft Cloud can meet your changing needs. While migrating to the cloud should be a business priority, the experiences above illustrate the importance of planning. When you’re ready to migrate your on-premises solution to the cloud, Microsoft is here to support your journey.

Learn from the other Dynamics AX and Dynamics CRM migration stories in our library. Visit the Dynamics 365 Migration Community to access partner discovery resources and other assets to help you migrate with confidence.

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Facebook: Our Largest Ever Climate Survey Can Inform Policies, Research and Campaigns Around the World

Today, Meta and researchers at Yale University are publishing the results of our biggest ever global survey about public views towards climate change. In March and April this year, a sample of more than 100,000 Facebook users from nearly 200 countries and territories were asked about their knowledge of, and attitudes and behavior towards, climate change…

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Today, Meta and researchers at Yale University are publishing the results of our biggest ever global survey about public views towards climate change. In March and April this year, a sample of more than 100,000 Facebook users from nearly 200 countries and territories were asked about their knowledge of, and attitudes and behavior towards, climate change issues and what should be done to address them. The results paint a picture of deep concern around the world and the desire of a significant majority of people to see governments and others take meaningful action.

 

Infograph about climate change survey results

 

The survey is a collaboration between Meta and the Yale Program on Climate Change Communication, as part of Meta’s Data for Good program. It is hoped its findings can be used to inform policy decisions and priorities for governments, especially in many countries where surveys of this sort have not taken place before. The findings should also be valuable for researchers around the world, as well as a resource to inform public information or awareness raising campaigns by activists and NGOs, and help journalists with nationally-relevant data. For example, the Social Progress Imperative is using data from this survey to develop a new Climate Perception Index, which will serve as a tool to better understand the societal implications of climate change and will provide insights for policy makers on where to focus most in order to deliver tangible societal outcomes to their citizens.

The survey found:

  • The majority of people in nearly all countries surveyed say they are somewhat or very worried about climate change, including more than 9 in 10 respondents in many countries in Central and South America. In almost every country, majorities saw climate change as a threat to their country or territory over the next two decades.
  • A majority in two-thirds of the countries and territories surveyed think climate change will harm future generations a great deal. 
  • Majorities in nearly all countries think climate change is caused at least partially by human activity. Europeans were most likely to correctly answer that climate change is caused by human activities, led by Spain (65%) and Sweden (61%).
  • In most countries, a majority say they don’t hear about climate change at least once a week in their daily lives. Europeans are more likely to say they hear about climate change at least once a week compared to other regions.
  • Most people say their country should reduce pollution causing climate change, either on their own or if other countries also do so. However, people have different views on who is primarily responsible for reducing pollution — majorities in 43 countries said their government is responsible, 42 countries said individual people and 25 said businesses. 
  • People everywhere think climate change should be a high priority for their government. Majorities in most countries in North and South America say it should be a “very high” priority.
  • A majority in almost all areas surveyed think action to reduce climate change will either improve or have no negative impact on the economy.
  • People support using more renewable energy and less fossil fuels. About 9 in 10 people in Hungary, Portugal and Spain think their country should use somewhat or much more renewable energy.

The Data for Good program is an unprecedented collaboration between technology companies, the public sector, universities, nonprofits and others using privacy-protected datasets for social good, including disaster relief and recovery. Many of our humanitarian partners operate in some of the most challenging environments in the world. By sharing free tools that provide fast insights, Meta data has made decision-making on the ground easier, cheaper and more effective. In recent years, this collaboration has informed policies governing things like the delivery of vaccines and aid to Ukrainian refugees, and been utilized for environmental campaigns in the US, Germany, Belgium, Croatia and the UK.

Alongside the survey, Meta has also published its annual Sustainability Report, detailing the solid progress we’re making in minimizing the environmental impact of our business, supply chain and wider community. This includes:

  • Setting an ambitious goal to be water positive by 2030, meaning we will restore more water than our global operations consume. In 2021, Meta helped restore more than 2.3 million cubic meters of water through investments in water restoration projects.  
  • Progress towards our goal of reaching net zero emissions across our value chain, and maintaining 100% renewable energy for our global operations.
  • Expanding our Climate Science Center to more than 150 countries.
  • Supporting key policies to advance sustainable policies and climate action, such as joining the European Climate Pact and participating in organizations advocating for clean energy policies in the United States.

Read the full climate opinion survey report and sustainability report.

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Facebook: Uplifting Tribal Communities in India Through Digital Entrepreneurship

Inspired by the rich culture and talent represented by the tribal and indigenous communities of India, we are extending our collaboration with the Ministry of Tribal Affairs to launch the second phase of the Going Online As Leaders (GOAL) program. GOAL 2.0 will look to digitally upskill, connect and empower 10 lakh youth and women…

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Inspired by the rich culture and talent represented by the tribal and indigenous communities of India, we are extending our collaboration with the Ministry of Tribal Affairs to launch the second phase of the Going Online As Leaders (GOAL) program. GOAL 2.0 will look to digitally upskill, connect and empower 10 lakh youth and women from the tribal communities of the country and will act as a bridge for the socially marginalized youth with a vast canvas of opportunities using technology that they otherwise may not have access to.

Through this program, the identified GOAL participants will have access to Meta Business Coach — a WhatsApp based learning bot — that will give the participants an opportunity to learn skills on how to build and grow their business using Facebook, Instagram and WhatsApp. To empower the participants to play an active role in the digital economy, the program will also include Facebook Live sessions in nine languages by master trainers on topics like Anti Scamming education, staying safe online, how to combat misinformation and being a good digital citizen. 

​Sh. Arjun Munda, Hon’ble Minister of Tribal Affairs launched the second phase of the GOAL program.

Speaking on the occasion, Sh. Munda said: 

“Honorable Prime Minister, Shri Narendra Modi has always spoken about bridging the digital divide. Digitally empowering India’s tribal communities would contribute significantly to the socio-economic development of the country and an important step towards creating a flourishing community of tribal leaders. The first phase of GOAL has seen changing the lives of tribal youth through the digital mentorship program. In the second phase, we will reach out to 10 lakh women and youth entrepreneurs and will also create a platform for more than 50,000 self-help groups and 10 lakh families associated with TRIFED to take their products global.” 

Sharing his views on the importance of digital empowerment for the tribal communities, Ajit Mohan, Vice President & Managing Director, Facebook India (Meta) said: 

“India’s massive digital transformation can be complete when even the most vulnerable communities of our society are digitally empowered. We are deeply inspired by the stories of some of the Tribal leaders who benefitted from the first phase of GOAL that we kicked off in 2020. We recognize the wide canvas of opportunity that gets unlocked when these tribal communities have access to digital tools and technologies, and that is why we are excited to launch the next phase of this program. In collaboration with the Ministry of Tribal Affairs, GOAL 2.0 will upskill and empower 10 lakh women and youth across tribal communities to harness the full potential of digital platforms and tools.”

Tribal population constitutes about 8.6% of the total population in India. Digitally empowering India’s tribal communities could contribute significantly to the socioeconomic development of the country and an important step towards creating a flourishing community of tribal leaders.  The first phase of GOAL included inspiring, connecting and upskilling tribal youth from across the country. As a result of GOAL, 75% of the participants from the tribal community admitted to being able to better articulate their thoughts to words and saw an improvement in their interpersonal skills. About 69% were able to leverage digital commerce for increased reach and about 63% said that it helped them understand how to set up their business. 

The program is aimed at empowering youth and women from tribal and indigenous communities to harness the full potential of digital platforms and enhancing their leadership skills for driving community development. Along with digital inclusion, the program aims to actively contribute to the economy by continuing to support the most vulnerable communities in tribal districts with a focus on tribal youth and on businesses led by tribal women in rural areas. 

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