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CLIENT SUCCESS • INDUSTRY

What good looks like in Retail & Distribution

Inventory, order-to-cash and the multi-channel experience customers now assume. Outcomes from distributors, retailers and dealer networks.

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SUCCESS STORIES

Four outcomes in Retail & Distribution

Retail & DistributionBusiness Applications

A dealership network brought into one ERP and CRM

A major heavy equipment dealership — United States

The challenge

Entrenched legacy processes and tools that staff had used for many years were limiting the business, and equipment dealing has requirements that generic ERP does not cover.

What was done

Dynamics 365 was selected with an industry solution for heavy equipment dealers, spanning Finance, Supply Chain Management, Sales, Field Service and Customer Insights with more than 700 predefined dealership processes.

700+Predefined dealership processes
5Dynamics 365 applications
1Connected ERP and CRM
  • Finance, supply chain, sales, field service and customer insight on one platform.
  • Industry-specific dealership processes available rather than built from scratch.
  • Direct integration with manufacturer interfaces.
  • Legacy processes replaced with a modern operating model.
Dynamics 365 FinanceDynamics 365 Supply Chain ManagementDynamics 365 SalesDynamics 365 Field ServiceDynamics 365 Customer Insights
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Retail & DistributionModern Work & Automation

Roadside support resolved fifteen per cent faster

A global vehicle rental and mobility provider — Global

The challenge

With more than eleven thousand rental locations across 160 countries, customer service and internal scheduling processes were difficult to modernise consistently at that scale.

What was done

Low-code applications and agents were developed on Power Platform, including an employee schedule planning app and an AI-driven agent built in Copilot Studio for roadside assistance.

15%+Faster issue resolution
11,000+Rental locations
160Countries
  • An AI agent supporting customers seeking roadside assistance.
  • Time to resolve customer issues reduced by more than 15% in early pilot.
  • Employee scheduling handled through a purpose-built low-code app.
  • Modernisation delivered without a full platform replacement.
Power PlatformCopilot Studio
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Retail & DistributionModern Work & Automation

Order-to-invoice scaled to two hundred thousand outlets

A major beverage bottling and distribution company — United States

The challenge

A new product line depended on cartridges delivered to customers, and the existing order and invoicing procedures could not scale to the volume that supplying 200,000 retailers and restaurants required.

What was done

Order and invoicing procedures were streamlined with Power Automate, removing manual handling from the process so it could absorb the new volume.

200,000Retailers and restaurants supplied
StreamlinedOrder to invoice
ScaledWithout proportional effort
  • Order and invoicing procedures automated end to end.
  • New product line supported at national distribution scale.
  • Manual handling removed from a high-volume repetitive process.
  • Capacity added without a corresponding increase in administrative effort.
Power Automate
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Retail & DistributionBusiness Applications

A customer experience rebuilt on a low-code portal

A large home and security products group — United States

The challenge

The customer experience was fragmented across channels and systems, making it harder than it should have been for customers to interact with the business.

What was done

A more streamlined customer experience was created using Microsoft Power Pages together with Dynamics 365 Customer Experience applications.

1Customer-facing portal
ConnectedTo Dynamics 365
StreamlinedCustomer experience
  • A customer-facing portal connected directly to the customer record.
  • Interactions consolidated rather than spread across disconnected channels.
  • Low-code delivery rather than a bespoke development programme.
  • Foundation in place for further customer experience work.
Power PagesDynamics 365 Customer Experience
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