RetailChainImprovesCustomerDataManagementwithPowerAutomate
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.
Key Benefits
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.
- Unified: Customer Data
- Loyalty: Automated
- 14 Weeks: Deployment
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.
The 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.
Impact by the numbers
- 100%
- Zero Point Calculation ErrorsEliminated with automated processing
- 96%
- Faster Review ResponseNegative review response from 48 hours to under 2
- 31%
- Better Customer SatisfactionScores improved from 3.6/5 to 4.7/5
- 91%
- Net Promoter Score SurgeIncreased from 32 to 61 within six months
Results
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.
- Customer Data View: Unified - Customer records consolidated from POS, e-commerce, and loyalty systems into a single master record in Dynamics 365.
- Duplicate Customer Profiles: Reduced - Automated deduplication at the point of customer data entry and during the initial data migration significantly reduced duplicates.
- Customer Issue Resolution: Faster - Customer service staff had access to complete purchase and interaction history across channels, reducing resolution time.
- Loyalty Programme Enrolment: Improved - Automated enrolment prompts at point of purchase improved the proportion of eligible customers enrolled in the loyalty programme.
- Instant Reward Availability: Instant - Reduced from 5-day delay to immediate access
- Microsoft Power Automate
- Dynamics 365
- AI Builder
- Azure Data Factory
- Personalization Engines
Technologies Used
Client Voice
"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."