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- 2. How Sonee Sports Implemented and Continues to Drive Customer Satisfaction with D365 F&O and Retail Microsoft Dynamics 365 for Finance & Operations and Retail
- 3. Anil Shah Managing Partner CloudFronts Technologies Maumoon Abdullah General Manager Sonee Sports
- 4. Agenda
- 6. Why D365 for Sonee Sports?
- 7. Business Challenges - Changing Customer Expectations A faster retail experience A broader choice to engage with the organization 70% moved to digital channels 62% interactions on non working hours 11% increase in negative sentiments
- 8. Business Challenges A dynamic marketing environment demanded faster & accurate information 71K loss in opportunities 300K loss in Sales
- 9. Criteria for selecting the right solution Mobility
- 10. Criteria for selecting the right solution Integration of Multiple solutions
- 11. Criteria for selecting the right solution Accessibility
- 12. Criteria for selecting the right solution Scalability & Agility
- 13. Criteria for selecting the right solution Reliability
- 14. Criteria for selecting the right solution Single and Reliable Solution provider
- 15. Server Room to Espresso!
- 16. Solution Deployed - D365 F & O
- 17. Solution Deployed – D365 Retail
- 18. Solution Deployed – BigCommerce Integration +
- 19. Solution Deployed – O365 and Decommissioning On-premise AD
- 20. Solution Deployed – D365 for Sales, Customer Service, Field Service
- 21. Visualizing Data
- 22. Visualizing Data
- 23. Visualizing Data
- 24. Visualizing Data
- 25. Visualizing Data
- 26. Visualizing Data
- 27. Deployment Challenges – A partner’s perspective Keeping up-to-date with a rapidly evolving platform Leveraging Yammer and Dynamics Community. Participating in early adapter programs. Solution feature issues, bugs and workarounds Documentation gap Continuous Skillset development and training
- 28. Benefits
- 29. Benefits
- 30. Benefits
- 31. Benefits
- 32. Benefits
- 33. Q & A Q & A info@cloudfronts.com
Editor's Notes
- Introduction – Anil to talk about how we engaged together and about today’s session and introduce Maumoon.
- We will have the points in this deck covered through the video. The video or our discussion will cover Overview, market, size , growth , diversification etc.
- Maldives and environmental challenges
- Customers wanted a faster retail experience Customer retail journey into a brick and mortar store Research on customer instore expectations Not only touch points; engagement was changing Customers wanted a broader choice to engage with the organization Telephone and retail inquires changed by 70% to digital 62% of interactions were initiated on non-working hours Negative sentiments increase by 11% Overall customer satisfaction dropped
- A dynamic marketing environment demanded faster and accurate information The ERP system was slow, confidence in data was low The effort and speed to generate information was big, which is deterrent to data-based decisions. Controls in the old systems were poor- Garbage in and garbage out reduce confidence on data. Disconnected multiple marketing information systems slowed down decisions Gathering, compiling and analyzing information from sperate internal and external marketing information systems was difficult. Inability to identify business trends resulted in 71k Loss in opportunities Inability to optimize SKU’s resulted in loss of 300k in sales Anil to engage the audience on who has implemented, planning to implement and facing similar challenges and then Anil to ask Maumoon, so what were the selection criteria for Sonee Sports.
- Arm retail employees with real time data to serve customers Reduce check out time
- Pursue an omni channel strategy Integration of retail and ecommerce for an omni channel commerce Possibility of omni channel customer engagement A unified view of the customer Ability to store, extract, analyze both internal and external data Reporting and visualization of on real time
- Experienced and saw difficulty in access Faster access to data- saves time Purchasing patterns and Customer behavior for retention Facilitate more frequent SKU optimization Accessibility of technology that is available to bigger corporations
- Old systems were difficult to change Add, experiment and use digital offerings when it becomes mainstream Once a technology is able to add value customers journey, we wanted the agility to deploy at reasonable costs.
- Hassle free operational excellence and discipline around core processes Service providers brand strength for easier change facilitation
- Reduce secondary activities and concentrate on value activities Availability of reliable support Handling all licensing requirements/agreements- Technological partner This criteria met by Cloud-fronts – and anil will go through how these challenges and criteria was met. Anil to take over and then start the solution deployed section.
- Relate this to the joke to the sea level rising.
- Dynamics 365 Finance and Operations Replaced legacy Dynamics AX 2012 On-Premise Decommissioned all AX servers
- Replaced ‘clunky’ AX for Retail Deployed Mobile enabled checkout
- Migration to Office 365 and Decommissioning
- Migration to Office 365 and Decommissioning
- Migration to Office 365 and Decommissioning
- High level financial dashboard heavily used by the board as finance team Defines business success. Example of how time is saved
- Example of how revenue can be further investigated. By Division and then by stores.
- Further investigated by customer segments. Show Segments in different divisions in the below tabs Explain a bit about sports segments Explain one metric
- Forecasting and predictive analysis Correct forecasting of stock plans. Skills challenges overcome by technology
- Faster resolution to customer inquiries Customer complaints reduced by 14% NPS has increased by 3% from 65%to 68%
- Improved conversion rates as a result of omni commerce – ROPO Increased sales by 11%. Can attribute to omni commerce Defection rates reduced by a staggering 80%- 10% to 2%
- Improved retention rates in loyalty programs Ease of information help to identity potential defectors and intervene and reengage to win back. L Loyalty customer growth rates increased by 10%
- Insights into inventory Improved inventory turnover from 1.3 to 2.8
- 25% in the first year itself If we compare the overall benefits today, we are getting a 62% return per year.
- Play the Microsoft Case Study Video.