October 2014
Supporting omni-channel vision
with a flexible, scalable retail solution
Objectives
Tactics
Results
The company wanted to
enable multi-billion dollar
growth, speed in-store
checkout, expand buyer
demographics all by
finding a way to support
continued change
effectively.
By implementing
Microsoft Dynamics AX
2012 R3 Ashley Furniture
will connect all aspects of
its business providing a
solution designed to take
their business into the
future.
Expected benefits when live in early
2015 include speeding the in-store
checkout process, appealing to a
new younger demographic, enable
ongoing growth as well as a
solution built to support future
change.
“As we grow from a $4 billion a year company to a $10 billion a year company, Microsoft Dynamics for
Retail will be there, helping us open stores at the rate we need while supporting our shift to omnichannel retail—something that no other furniture company is doing today and that will help us
differentiate from the competition.“
— Bob White, Executive Vice President and CIO, Ashley Furniture Industries
Meeting the customers where the customers are
Objectives
Tactics – AX
Tactics – CRM
BoConcept is a high-end
Danish designer and
manufacturer of sleek
modern design furniture. The
company’s goal is to “meet
the customers where the
customers are.”
With approximately 300 stores
globally, the company uses
Microsoft Dynamics AX for
financials and supply chain to
manage a lean and agile process
from custom furniture order to
production to delivery.
Microsoft Dynamics CRM helps
BoConcept maintain customer
information including design
preferences and past purchases –
all accessible by the customer on
the Web.
“We actually want to rethink the whole structure of using IT in the stores... We believe that the
Microsoft platform for retail will give a good basis for doing that.”
– Joan Bjørnholdt Nielsen, Retail Operations Manager and BoConcept Supervisory Board Member
uses retail solution to expand, optimize customer experience
Objectives
Tactics
Results
The retailer found success
by putting the customer
experience first, and has
grown to 80+ locations in
its second year. They
needed a scalable solution
to support continued
growth.
DAVIDsTEA implemented
Microsoft Dynamics AX
for Retail both for its
ability quickly scale and to
help optimize its customer
experience both in the
store and online.
Benefits include ease of training
and the ability to handle
multinational considerations like
multiple currencies, units of
measurement and tax structures.
The system was easy to set up for
both barcode scanning and nonbarcode items like beverages.
“We want to take the customer experience and get to know them a little bit more so we can expand it.
Now that we have the IT infrastructure we want to do an even better job servicing the client.”
– Howard Tafler, CEO, DAVIDsTEA
Streamlining in-flight sales and service
with mobile point-of-sale
Objectives
Tactics
Results
Delta Air Lines partnered
with Microsoft to stand
apart from the
competition by
developing technology
solutions that transform
the travel experience for
customers.
The new, in-flight
experience was designed
and developed on the
Microsoft Dynamics for
Retail mobile point-ofsale platform and runs on
Nokia Lumia Windows 8
devices.
Flight crews can now create a
seamless, connected experience for
travelers. 38-pound flight bags have
been replaced with Surface devices,
eliminating the need for paper
charts, documents and other
reference materials.
“Our innovative use of technology and integration of Microsoft products into our
fleet provides the personal service our customers expect.”
– Joanne Smith, Senior Vice President In-Flight Service. Delta Air Lines
transformational retail and business strategy
Objectives
Tactics
Results
Eason’s comprehensive
new business strategy is
to arrest declining sales,
enhance efficiencies and
position the company as a
leading multi-channel
retailer through a new
digital strategy.
To reach their goals, Eason needed
to replace its outdated IT
infrastructure and integrate their
business functions and systems
across the supply chain from their
warehouse, to their stores and
their customers, regardless of
channel.
Benefits include company-wide
engagement which maximizes
efficiencies and performance, a
single, integrated solution, ease of
use, information that improves
decision-making, improved
metrics, and enhanced customer
experience.
“The driver for implementing Microsoft Dynamics AX was the need for greater
system integration and flexibility across our business and the fact that departments
within the business were operating on separate systems.”
— Gerry Martyn, Head of IT and Customer, Eason
Taking growth in stride
Objectives
Tactics
Results
A few years ago, Fanatics
had two retail stores and a
130,000-sq.ft. operations
facility. Today it has a
550,000-sq.ft facility, an
internal call center, and a
customization and
shipping facility.
Using a Microsoft-centric platform
let the company avoid disruption
to business operations while it
added complexity. The integration
and incorporation of new
businesses was secondary to
satisfying its existing customer
base.
Leveraging Microsoft’s integrated
solutions enables Fanatics to
connect people, processes, and
systems across the company. The
company can use the flexibility of
the system to tailor it to meet
business process needs.
“Leveraging Microsoft’s integrated solutions enables us to connect people, processes, and systems across
all aspects of our company. The flexibility within Microsoft Dynamics AX is where we see the most benefit.”
— Steve Weiskircher, CIO, Fanatics
across the business by choosing Microsoft Dynamics solution
Objectives
Tactics
Results
Icebreaker, the global leader in
merino wool clothing, was
looking for an easy, online
solution that could be
replicated across the business
and made into a global
enterprise solution.
Icebreaker chose
Microsoft Dynamics
CRM Online.
Expected benefits include increased
efficiencies from having a single, real-time,
up-to-date solution and streamlined
subroutines and workflows.
Icebreaker was able to leverage its
investment in the Microsoft technology
stack.
“The key reason that we chose Dynamics CRM Online was that it was online. It meant that we could
have a global system, easy to monitor and maintain, that reaches everyone.”
— Trevor Delaney, Manager, Global Information Systems, Icebreaker
chooses Microsoft Dynamics
Objectives
Tactics
Results
Jack Wolfskin is one of the leading
manufacturers in Europe for functional
outdoor apparel, footwear and equipment.
Due to rapidly increasing international
expansion, it was necessary to realign its IT
systems.
Jack Wolfskin evaluated
several options and
selected Microsoft
Dynamics AX to support
its international
expansion.
Benefits include the
ability to uniform and
consistent processes
and a quality customer
experience across all of
their 6,000+ stores.
“Our commitment to quality is found not only in our products but in the quality of service
at our 6,000+ stores.”
— Severin Canisius, Senior Manager IT, Jack Wolfskin
and delivering a 21st century retail experience
Objectives
Tactics
Results
The company sought to
reimagine their business
and gain an ability to do
clienteling on the sales
floor with special focus on
rewards cards, tailored
coupons and points
programs.
By implementing Microsoft
Dynamics for Retail, Jean Coutu
will have a unified solution to
support core administrative
processes and strong point-ofsale functionality to over 400
stores, 2500+ POS terminals and
10000+ devices
Expected benefits include an
enhanced in-store customer
experience including mPOS,
support of omni-channel retailing
bringing the physical and digital
worlds together, and flexibility to
adapt to changing business and
consumer needs of the future.
“We wanted to make a radical shift to get into the 21st century. We see Microsoft
Dynamics for Retail as a driver for that change.”
— Alain Boudreault, VP and Chief Information Officer, Jean Coutu Group
Objectives
Tactics
Results
Marston’s Pubs wanted to
expand its appeal to a
wider market. To do that
they knew they needed a
better understanding of
who their customers are
and what they want.
With Microsoft Dynamics CRM
and Social Listening, Marston’s can
analyze incredible volumes of
social content, allowing them to
understand their customers’
preferences and act positively in
response.
Marston’s is now able to listen to
customers and adapt, to ensure
they deliver the best experience—
and beer—in their 1,800 pubs
throughout the United Kingdom.
•
“Our goal is to gain a deeper understanding of our customers and deliver a
fantastic experience again and again. With Microsoft, we can do this better than ever
before.”
— Paul Hume, Development Manager for Emerging Technologies, Marston’s Pubs
Supporting rapid growth
and real time inventory
Objectives
Tactics
Results
The company looked for a
modern and robust retail
solution to drive
continued growth, provide
detailed insight into their
stores and warehouses
while dramatically
reducing training times.
Microsoft Services used
proven methodology and
best practices in envisioning,
architecting, delivering and
supporting a solution that
will enable Mattress Firm to
realize its potential for
success.
The company reduced training
time for its employees,
increased productivity and
efficiency and above all,
improved customer service
leading to more satisfied
customers.
“With our old system it would take anywhere from three weeks to a month to train a new
associate, but it really took a year to two years to really master that system if you ever did at all.
With this new system we can actually train a new hire in one day.”
— Tanya Brandewie, Process Improvement Analyst, Mattress Firm
Microsoft Retail Stores
Unique perspective – investment – capability
Objectives
Tactics
Results
Microsoft Store sought to
create closer connections
with customers and let
them experience new
technology in an
immersive experience.
Microsoft Store deployed
Microsoft Dynamics AX
for Retail and integrated
it with the corporate
financial system,
Microsoft Dynamics CRM,
and specialized
applications.
With advanced management
capabilities and extensive resources
for reporting and performance
management, Microsoft Store can
easily scale to support the growth
of its retail operation and deliver a
compelling customer experience
with consistent service excellence.
“Microsoft Dynamics AX for Retail enables us to follow our vision and be a dynamic,
valuable retailer that provides customers with a unique and personal experience.”
— Terri Jordan, Vice President, Technology for Retail Stores at Microsoft
with Microsoft Dynamics for Retail
Objectives
Tactics
Results
Optic 2000 is a network of
1200 opticians in France. It
was looking for a centralized
business management
solution that could be
adapted to the needs of 1200
independent businesses.
Optic 2000 implemented
Microsoft Dynamics AX 2012 as a
unified solution for its 1,850 stores
that can be adapted to individual
needs of individual stores, and
that is easy to manage and allows
IT to optimize quality of services.
Expected benefits include
streamlined retail management,
the ability to deliver real value to
customers through the advice and
support offered during and after
the sales process, and ease-of-use
for employees.
“The choice of Microsoft Dynamics for Retail is part of a comprehensive strategic vision for our
company, which sees Microsoft as a key partner for stability, trust, and innovation.”
— Didier Papaz, CEO, Optic 2000
Pandora and Microsoft Dynamics:
Delivering gifts of love and lasting meaning
Objectives
Tactics
Results
Pandora is a jewelry
manufacturer and retailer
with the goal of making
luxury jewelry accessible to
all women of all income
levels.
Microsoft Dynamics CRM is
Pandora’s “internal one-stop
shop” for information about its
accounts. Dynamics CRM is
integrated into both Pandora’s
ERP system and its Microsoft
Azure Retailer portal.
Pandora’s Consumer Affairs,
Customer Service, Marketing,
Sales and Visual
Merchandizing teams all have
access to the system and they
can all share information. And
franchisees can access the
system via the portal.
“Memento really isn’t a big enough word to describe a piece of jewelry that will let someone
know that she’s loved forever. Ensuring that future is what we do at Pandora, and Microsoft
Dynamics CRM helps us do it right. It helps us know what our customers want and need.”
– Laurie McDonald, Vice President of Sales, Pandora
cuts costs with ERP solution
Objectives
Strategy
Results
Patagonia, a global provider of
outdoor apparel and gear, realized
its technology and processes were
unable to support the company
with the scalability and visibility to
realize its market and revenue
potential.
Working with Microsoft Gold
Certified Partner Sunrise
Technologies, the company
implemented Microsoft
Dynamics AX 2009 together with
the Sunrise Apparel and
Footwear Template.
Patagonia optimized key
business processes, achieved
its desired scalability and cut
costs associated with growth
by two-thirds.
“We can now perform long-term, strategic business planning. At all levels of the organization, people are
aware of the operational context and can take action that benefits the company as a whole.”
– Rose Marcario, Chief Financial Officer and Chief Operations Officer, Patagonia
gets Microsoft Dynamics makeover
Objectives
Tactics
Results
Sally Beauty Holdings, a
specialty retailer of beauty
supply products with
12,000 employees in the
U.S and Mexico, faced a
tangled mess in dealing
with international product
and service management.
Microsoft Dynamics AX is a key
part of Sally Beauty’s international
growth strategy. From the
merchants that do the ordering to
the warehouses that receive and
ship products to the store
employees – all use Microsoft
Dynamics AX.
Expected benefits include the
ability to capitalize on scale and
operate a multinational,
multicurrency environment with
the fewest people. Remote
monitoring will enable them to
spot system issues before
customers are impacted.
“Our CEO was clear: ‘We sell shampoo, so let’s not overcomplicate this.’ Microsoft has
delivered the ease of use in Microsoft Dynamics AX for us to follow his advice.”
— Chad Ehmke, CIO, Sally Beauty Holdings
with Microsoft Dynamics for Retail
Objectives
Tactics
Results
With multiple sales
channels including retail
stores, a catalog, an online
store and a wholesale
business with 500 partner
resellers, Simon Pierce
sought a solution to
support future growth.
Simon Pearce implemented
Microsoft Dynamics for Retail and
Microsoft Dynamics for Retail POS,
along with some additional
functionality. The solution went
live in October 2011, with the
complete implementation taking
just 6.5 months.
Benefits include flexibility and
ease-of-use, cross-channel order
entry and gift card management,
visibility into real-time customer
order data and across the
enterprise and sales channels, the
ability to create accurate reports
across multiple departments.
“We wanted to have something we could really build upon. We think that is what Microsoft Dynamics for
Retail will allow us to do. The solution allows us to move with a fast-paced marketplace.”
— Bill Heston, Director of Information, Simon Pearce
and saves costs, time and resources
Objectives
Tactics
Results
Management realized that it
was time to upgrade to Next
Gen ERP solution that could
consolidate all sales and
marketing channels and
transactions in an
economically viable and
efficient way.
SSIPL deployed Microsoft
Dynamics AX 2012 to
integrate business functions
and manage all sales
channels, including stores,
e-commerce and mcommerce from the ERP
solution.
The new solution enables quick
strategic decision-making at all
levels of the company. It saves
costs and valuable resources and
facilitates efficient management
of stores, saving 10 person-days
per month.
“Dynamics AX 2012 integrates and controls all aspects of our business. This helps us identify
patterns, and take business decisions to improve sales and profitability.”
— Atul Madan, Chief Operating Officer, SSIPL Retail Ltd.
with Microsoft Dynamics AX
Objectives
Tactics
Results
Founded in 1987 with one store, Ted Baker
now one of the fastest-growing leading
lifestyle brands distributing across five
continents through brick-and-mortar
stores, localised e-commerce sites,
wholesale and licensing. A key challenge
was to find the right technology to
underpin the future business.
The company deployed
Microsoft Dynamics AX
with high level support
services to bolster its rapid
global store expansion
plans and increase
competitive advantage in
the UK and abroad.
The new technology will enable
them to significantly improve the
efficiency of its people and
processes by automating and better
streamlining operations from stock
and warehouse management, to
financial and resourcing systems,
right through to production.
“We have a very clear vision and ambition for our business, and it was important we worked with a vendor
that had the right cultural fit as well as powerful technology. Microsoft’s brand aligns very closely with our
core principles, and Dynamics AX is a highly robust, reliable ERP system.”
— Craig Smith, Brand Communication Director, Ted Baker