Business Scenario:
Our client, a leading retail furniture manufacturer, had established itself as a market leader. However, the company faced a series of operational challenges that hindered its growth and customer satisfaction. These challenges encompassed frequent system timeouts, report generation difficulties, the reliance on custom web services to connect with Line of Business (LOB) systems, the need for real-time data exchange to empower customer care agents, a sudden surge in e-commerce orders, and a knowledge gap among customer care agents.
Challenges:
- Frequent Timeouts: The existing IT infrastructure frequently experienced timeouts, causing disruptions in daily operations.
- Inefficient Inventory Management: The company struggled with inefficient inventory management processes, leading to issues such as overstocking, understocking, and difficulty in tracking inventory movements accurately.
- Real-time Data Exchange: Customer care agents required real-time data to provide efficient support to customers, but the systems couldn’t provide this exchange capability.
- E-commerce Surge: The rapid growth of e-commerce resulted in a substantial increase in online orders, straining the existing processes and creating operational bottlenecks.
- Lack of Operational Knowledge: Customer care agents lacked the necessary knowledge and tools to address customer inquiries promptly and accurately.
Solution:
To address these challenges, we embarked on a transformation journey with Microsoft Dynamics 365 Finance & Operations:
- Optimized Sales Order and Invoice Codebase: The existing Sales Order creation and invoice processes were streamlined and optimized to improve efficiency and reduce errors.
- Rewriting Custom Web Services: Several custom web services were rewritten to utilize D365 FO Data entities, providing a more robust and scalable solution.
- Real-time Data Exchange with Business Events: Business events were implemented within D365 FO to enable real-time data exchange between customer care systems and other relevant parts of the organization.
- Refactoring Retail Channel Code: The retail channel code was refactored to optimize the handling of incoming e-commerce orders, ensuring a seamless and efficient customer experience.
Outcomes:
The implementation of Microsoft Dynamics 365 Finance & Operations yielded significant benefits for the retail furniture manufacturer:
- Improved Financial Management: The company achieved better financial control and management through streamlined processes, enhanced reporting capabilities through performance optimization of several reports and real-time data access.
- Enhanced Efficiency for Customer Care Agents: Customer care agents experienced improved efficiency due to real-time data access and streamlined processes, resulting in reduced errors and higher customer satisfaction.
- Optimized Incoming Orders: The refactoring of the retail channel code expedited the processing of incoming e-commerce orders, leading to quicker order fulfillment and an enhanced e-commerce experience for customers.
- Knowledge Enhancement: The integration of Dynamics 365 FO empowered customer care agents with access to a comprehensive knowledge base, equipped with the information and tools necessary to deliver superior customer service, ultimately elevating the customer experience.
Technical Stack:
Dynamics 365 F&O, Dynamics 365 Customer Engagement, .Net, LogicsApp, Salesforce Commerce Cloud (SFCC), UPS/ FedEx APIs and Synchrony, Genesis, Progressive leasing, Credit Card payment APIs etc.
