Kaya elevates customer experience and operational efficiency with Microsoft Dynamics 365 and Power BI

All the services and products offered at Kaya are designed and supervised by a team of over 100+ dermatologists and carried out by certified beauty therapists who undergo extensive training programs. The technologies and equipment used in delivering solutions are state-of-the-art, advanced skin care and hair care technologies which adhere to the highest international quality and safety standards. Today, Kaya is at the forefront of offering cutting-edge, world class services and products in the areas of Anti-Ageing, Pigmentation, Acne/Acne Scar Reduction, Body Sculpting, Laser Hair Reduction, and more, along with regular beauty enhancement services. Kaya also has a range of more than 60+ skin care and hair care products.

Need for operational transformation

Kaya faced significant challenges due to its siloed and manual systems. These posed significant barriers in consistently delivering innovative and cost-effective solutions to customers. Additionally, the outdated systems were holding the company back as they did not allow it to adapt to evolving customer demands, stringent compliance requirements, and supply chain complexities. As a result, Kaya was unable to achieve its growth objectives and stay competitive.

Recognizing the need for a modern, cloud-based solution to streamline operations and maintain competitiveness, Kaya decided to embark on a digital transformation journey. As part of this strategic decision, it sought a technology solution that could provide a cohesive digital environment. After an extensive discovery phase, Kaya identified Microsoft Dynamics 365 as the optimal choice to speed up its information flow and enhance operational efficiency. With its flexibility, comprehensive functionality, seamless integration capabilities, and robust privacy and security features, Microsoft Dynamics 365 emerged as the ideal solution to address Kaya's business challenges and fulfill its operational requirements.

Modernizing operations for greater efficiency and happier customers

With support from a Microsoft partner, Kaya deployed a custom implementation of Microsoft Dynamics 365 Commerce, Dynamics 365 Sales, Dynamics 365 Supply Chain Management, and Dynamics 365 Finance, Power App. Power BI was also integrated for intelligent data analysis and advanced report generation capabilities. The solution was developed and deployed in 12 months.

The Microsoft solution has modernized Kaya’s supply chain, leading to enhanced visibility, improved planning, and streamlined inter-departmental operations.

Rajiv Nair, CEO, Kaya, says, “The technology platform provided by Microsoft resolves our current business challenges and provides a solid foundation for future growth and innovation. We will continue to improvise our Microsoft Dynamics 365 ecosystem to create exceptional customer experiences and improve operational agility."

He adds, “Additionally, we are evaluating the implementation of Power BI as a central hub for our Management Information System (MIS) reporting. Our plan is to enhance this digital ecosystem further, to successfully navigate the complex business landscape and ensure sustained success.”

The key benefits of the solution are:

• Collections from new and existing customers have witnessed impressive growth - an 11% rise from new customers and a 14% increase from existing ones.

• With greater visibility of customers’ sessions, Kaya now provides tailored offerings and uses smart nudging techniques to influence customer behavior positively. This has resulted in a 4% year-on-year growth in sessions booked by customers.

• Resource utilization has been optimized with intelligent and real-time updates on room capacity and availability, and productivity of therapists and doctors.

• Reporting and analytics capabilities provided by Power BI have given Kaya visibility into performance metrics at the regional, cluster, city, and clinic levels, empowering the organization to make more informed decisions.

• The cloud-based solution can be used from any device and from anywhere, with an internet connection, while providing the same level of functionality. This allows employees to communicate, collaborate, and work together from anywhere.

• The solution has improved operational efficiency significantly by enhancing accuracy in production costing and inventory valuation, automating approvals, enabling custom alerts, and providing flexibility in report generation and scheduling of reports.

A future-focused digital approach

Seamless information flows, automated processes, and enterprise-level scalability have resulted in a cohesive digital environment for Kaya, enabling it to do more with less. The organization aims to leverage this solution further to achieve greater efficiency and customer satisfaction.

Lokesh Wagadre, VP & Head Technology, Kaya Limited, says, “The customized Microsoft Dynamics 365 solution has helped us to adapt and innovate our customer relationship management operations and supply chain workflows. We now have deeper business insights and real-time visibility on important business KPI’s.

He further says, “The solution has helped us to get better insight of customer which is helping us understand them better and provide personalize offerings, leading to increased revenue. It has also boosted performance by connecting people, processes, and data across the business. The solution has equipped us to keep pace with evolving business needs and achieve our growth objectives.”