Dynamics 365 Retail & Commerce

Improve Your Shopper Engagement

Dynamics 365 Retail & Commerce is a cloud-based platform tailored for retailers. D365 for retail enhances customer experiences through unified digital, in-store, and back-office operations.

It offers:

360-degree customer insights and real-time insights with Dynamics 365 Customer Insights
Quick response to customer needs through Dynamics 365 Supply Chain Management
Automation of order flows using AI and real-time inventory with Dynamics 365 Intelligent Order Management
Support for omnichannel commerce across various channels
Transformation of manufacturing and supply chain operations with predictive insights
Complete automation and modernization of financial operations with global financial operations

Navigating the Buyer's Journey with Dynamics 365 Retail and Commerce

From Awareness to Loyalty - Click through the tabs below to discover how D365 for Retail and commerce seamlessly manages buyer interactions across all stages and departments

Know shopper affinity

Identify catchment channels

Know when to reach them

Spot perception of value

Understand purchase barriers

Optimizing channel spend

Personalized messaging

Event-driven campaigns

Differentiated pricing

Tying in-store data to campaigns

Segmentation & Profiling

Shopper categorization based on demographics, events, interactions, affinity/interests etc.
Dynamic auto-evolving
Syncing market segments on Dynamics 365 with LinkedIn matched audiences

Inbound/Outbound Customer Journey

End-to-end modeling
Auto-trigger tasks, workflows
Lead nurturing based on configured flow
User journey analysis

Campaign Management

Journey/Stage/Segment bases content marketing
Precise event-driven/scheduled retargeting
LinkedIn campaigns tied into Dynamics 365 campaign
Tie Google paid campaigns into CRM workflows
GDPR Compliance

Social Engagement

Marketing calendar management and content publishing
Social listening
Sentiment analysis

KPI Management

Journey analysis & insights
Channel effectiveness
Share of voice
Amplification rate
Sentiment map

Drive traffic

Minimize funnel leakage

Manage followership

Improve Lead-MQL conversion

Customer decision analysis

Quote customization

Shopper lifecycle triggers

Creating engaging content

Shopper sentiment analysis

Lead prioritization

Funnel Managementg

Automated lead scoring for better engagement
Automatic orphan lead association
Customer segmentation and engagement plan based on journey events
Organize events & surveys to drive purchase decisions & for behavioral insights

KPI Management

Funnel velocity
Mid-funnel dropout rate

Inbound/Outbound Customer Journey

Initiate similar campaigns for look-alike audience
Surveys to further shopper in the buying journey
Evaluate average buying time for similar audience for the product(s) of interest
AI-powered sales calls in-line with lead scores/responses (surveys)

KPI Management

Retargeting engagement score
Channel and campaign contribution

Account-Based Marketing

Design custom journeys based on account insights
Message personalization across channels
Manage network in accounts to engage buyers, influencers, blockers etc.
Relationship intelligence to track customer signals

KPI Management

Click/hover heat maps
Avg. number of touches

Track shopper behaviour

POP suggestions & discounts

Cross/Up-selling

Augmented reality

Multi-channel approach

Marketing to sales leakages

Channelized discounts

Device connections

Inefficient POS

POS Security

POP Activities

Tie shopper details with PoS suggestions
Tailored recommendations at POP
Assists user to lookup inventory, shopper, manage transactions
Advanced auto-charges & discounts
Virtual fitting trial data populated
Educate about brands

Cross/Up-Selling

Suggest options with in-store & online data of virtual trials
Cross/up-sell products according to the purchase history
Tie suggestions to shopper’s current behavior
Push relevant ads on social platforms tagged with the shopper

KPI Management

Customer acquisition cost
Cross/Up-sell rate
Conversion rate
Average order value
Average Revenue per customer
Net Effort, Emotion, scores

Fewer, shorter calls

Process & experience consistency

Better FCR %

Feedback collection

VoC in future touch-points

Volatile call volume

Missing SLA discipline

Unknown context for call

Improving feedback ratio

VoC not driving future messaging

Unified Service Desk

Computer telephony integration, auto-loading of records, agent scripting and more.m
OOB Assistance via chat providing contextual information – purchase history, preferences etc.
Live Assist for personalized experiences across web, mobile

Floor Operations

Case queues, routing, assignment, monitoring, assessme
Browsing, editing, sharing of knowledge base
Universal service scheduling, assistance and management

Process Automation

Use RPA with CRM to increase efficiency
Agile support
Resolve issues proactively
Automate predictable & repeatable queries

Service Quality

Effective assistance using Mixed reality, Remote Assist and HoloLens
Setup and auto-monitoring of configured SLAs

KPI Management

CLV
CSAT – Scores, collection rate, channels, drivers etc.
First response time
First contact resolutiony
Avg. resolution time
Case mix – category, channel, priority etc.

Increasing wallet share

Reduce volatility in spend

Reduce cost to service

Minimize future marketing spend

CLV maximization

Latent & adjacent needs

Pre-emptive fulfillment

Push towards eCom platform

Promote subscriptions

Engagement by loyalty programs

Acquire & Enroll

Loyalty rewards program
Awareness campaigns
Enrollment process
Customer groups categorization for program’s eligibility
Card management
Redemption rule management

Brand Visibility

Monitor mentions, trends, phrases, sentiments to gain higher eyeball share
Monitor Brand mentions
Analyze visibility & trends of phrases
Shopper sentiment analysis
Improve eyeball share on platforms

Engagement

Email personalization, print communication, social platforms etc.
Tailored promotions, recommendations, offers and discounts
Gamification for contests, competition, events etc.
Factor VoC in communication to develop intimacy with customers

Brand Allegiance

Setup loyalty schemes, Pricing groups
Configure discounts, channels, redemption mechanism etc.
Tie redemptions with customer journey
Customer groups categorization for program’s eligibility
Loyalty tier management
Social selling assistant to follow customers and competitors

KPI Management

CLV
Average engagement rate
Perception scores
Price elasticity
Retention rate
Wallet share

Wait, There Is More In The Dynamics 365 Arsenal…

Mobility

Power Apps to create ready-to-deploy mobile apps without programming, integrated with databases, Office 365, OneDrive and more
App Source to help you hit the ground running with pre-built apps
Ubiquitous access across desktops, mobiles and tablets with Offline mode

AI

Auto-suggestions for new opportunities based on email data Notes analysis to provide suggestions based on meeting notes
Talking points to start/sustain conversations based on customer interests (sports, vacation, family etc.)
Network map to reach the right point of contacts

Dashboard

Built-in Power BI embedding analytics capabilities
Predictive forecasting
Call recording, intelligence, sentiment analysis
Projected/Actuals, pipeline, leads, activities split by status, category etc.
Maintain, track, manage KPIs, leaderboards, scorecards etc.

Security

S2S Authentication to seamlessly integrate your web applications and services
GDPR compliance to insulate you from regulatory risks
Fraud-prevention framework and capabilities for secured transactions

Automation

Design workflows graphically, define triggers and configure automated actions
Robotic Process Automation (RPA) on top of your Dynamics 365 and other systems to automate processes beyond marketing & sales
Auto-prioritization of leads and opportunities to enable better focus

Integrations

With emails, chats connected to Dynamics 365. Track appointments, assign tasks, share content right from emails.
With OneDrive and SharePoint for easier contract management, content management etc.
Web APIs for partner integrations
Cortana for voice-based support

Usability

Respond to emails with templates, resources and other artifacts from Dynamics 365
Quick inline edits while viewing data in grids
One view of past and planned customer interactions across departments/functions
NLP for getting information using sentences in plain English

Administration

Automated duplicate identification and deletion
Data export service allows for a quick and easy export
App modules for multiple segregated but integrated apps within the product

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