Senco Gold and Diamonds delivers a sparkling customer experience with Microsoft Dynamics 365

Need for a seamless and smooth customer experience

Senco Gold and Diamonds has been an early adopter of technology. It had been experimenting with an in-house Enterprise Resource Planning (ERP) tool.  but was not able to get value from homegrown apps for different business functions.

The company was looking at end-to-end digital enablement of the customer journey. One of its primary concerns was managing customer relationships. With a growing customer base, it was facing difficulties in managing customer queries, complaints and responses. With evolving customer expectations, the company was looking to create a seamless, personalized experience across platforms and channels. The jewelry retailer also felt the need for a system to create personalized marketing campaigns.

Strengthening customer relationships with Microsoft Dynamics 365

Senco Gold and Diamonds was not new to Microsoft solutions. In 2012, the jewelry retailer had implemented Microsoft Dynamics 365 Finance and Operations, then known as Microsoft Enterprise Resource Planning system.

In 2012, the company implemented an on-premise ERP system, becoming one of the early adopters of Microsoft ERP solutions. Later, the company upgraded to Dynamics 365 Commerce on the cloud for an end-to-end solution to its retail needs.

Dynamics 365 offered a single, unified offering for retail industry needs and helped the company keep pace with technology advancements while ensuring that they offer the best possible services to their customers.

Microsoft Dynamics 365 provided Senco Gold and Diamonds with a standardized solution that collects data from all customer touchpoints and records it in a centralized system. The end-to-end platform provides both Enterprise Resource Planning and Customer Relationship Management. Some of the benefits include: 

• Omnichannel engagement - It creates and manages customer profiles and offers a personalized customer experience across channels.
• Out of Box (OOB) integrations - It has native OOB integrations and an accurate ability to define customer journeys.
• Real-time access to customer data - Employees at all locations have access to current, accurate, complete, and consistent customer data. 
• AI-driven customer insights - It enables the creation of offers schemes, branding activities, and customer insights powered by AI and ML including customer demographics, behaviors, patterns etc.
• End-to-end process enablement - It leverages the Dynamics 365 business suite to enable complete business process enablement.