Our Success Stories Retail Chain Improves Customer Data Management with Power Automate
Retail Chain Improves Customer Data Management with Power Automate
Discover how we transformed fragmented customer touchpoints into a unified, personalized shopping journey that delights customers across all channels while driving loyalty, retention, and sustainable revenue growth.
The Challenge
A retail chain with both physical stores and online presence had fragmented customer data across their POS system, e-commerce platform, and loyalty program. Customer records existed in duplicate, loyalty program management was handled manually, and the marketing team had no unified view of customer purchase history across channels.
Our Solution
Techseria implemented Power Automate with Dynamics 365 and Azure Data Factory to unify customer data from all channels, deduplicate customer records, and automate loyalty program management workflows. Personalization logic was built to trigger relevant communications based on purchase history and program status.
Key Benefits
- Customer Data: Unified
- Automated: Loyalty
- Deployment: 14 Weeks
Specialty Retail & Omnichannel Commerce Transformation: Key Success Metrics
Our innovative solution delivered tangible results and significant improvements for our client.
Customer Data View
Customer records consolidated from POS, e-commerce, and loyalty systems into a single master record in Dynamics 365.
Duplicate Customer Profiles
Automated deduplication at the point of customer data entry and during the initial data migration significantly reduced duplicates.
Customer Issue Resolution
Customer service staff had access to complete purchase and interaction history across channels, reducing resolution time.
Loyalty Programme Enrolment
Automated enrolment prompts at point of purchase improved the proportion of eligible customers enrolled in the loyalty programme.
Zero Point Calculation Errors
Eliminated with automated processing
Instant Reward Availability
Reduced from 5-day delay to immediate access
Faster Review Response
Negative review response from 48 hours to under 2
Better Customer Satisfaction
Scores improved from 3.6/5 to 4.7/5
Net Promoter Score Surge
Increased from 32 to 61 within six months
Technologies Used
Testimonial
"Techseria didn't just implement technology—they transformed how we connect with our customers at every level of our organization. The comprehensive Power Automate solution they developed eliminated the longstanding silos between our online and in-store experiences that had been frustrating both our customers and our team members for years. Their approach was unique in how they balanced technical expertise with a genuine understanding of retail customer psychology and journey mapping. What impressed us most was how they tailored the solution to our specific business model rather than forcing us into a generic retail template. The real-time customer insights have transformed our associates from order-takers to trusted advisors, and the automated loyalty program has created a level of engagement we never thought possible."
Customer Experience Director
Specialty Home Goods Retailer
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