G&J Pepsi-Cola Bottlers integrated Microsoft Dynamics 365 with their Power Platform to enhance customer engagement and streamline their operations, resulting in an 8% revenue increase and reduced operating expenses. The implementation of Dynamics 365 sales and field service has improved efficiency, lead conversion, and productivity by providing real-time access to information for field technicians. Microsoft Copilot features further support back-office operations and in-store productivity, enabling better customer service and sales performance.

1. Microsoft Confidential: Content is shared under NDA with Microsoft CAB members
Juan Rafael
Architect Solutions
@jlc_rve

8. Microsoft Confidential: Content is shared under NDA with Microsoft CAB members
Copilot in
Dynamics 365 Commerce

9. Situation: Solution: Impact:
“I am really excited about working with Copilot capabilities as I believe it will completely change the way our
employees at G&J Pepsi interact with Dynamics 365 Field Service. It will be a game changer for our field service
and frontline teams, allowing them to enhance their best-in-class service by getting access to the information
they need faster than ever before.”
—Eric McKinney, Director of Enterprise Infrastructure, G&J Pepsi
Customer:
G&J Pepsi-Cola Bottlers
Industry:
Consumer Goods
Size:
1,000 – 9,999 employees
Country:
USA
Products and services:
Microsoft Power Platform
• Power Apps
• Power Automate
• Power BI
• Dataverse
Dynamics 365
• Field Service
• Sales
• Remote Assist
Microsoft Teams
Read full story here
As a significant element of G&J Pepsi-
Cola Bottlers, Inc.’s digital and business
transformation journey, the organization
needed an end-to-end view of its
customers. Having unified data at the
hands of frontline employees would
enable field technicians to pursue the
company’s greatest revenue-generating
opportunity.
G&J Pepsi integrated Dynamics 365
Sales and Dynamics 365 Field Service
on top of Power Platform, producing
both immediate and significant
results. Leads are fed into D365 and
funneled to the best resources.
Service Technicians are “fed” all
installation information via an app, no
more paper and lag time.
The solution has unified the cross-
functional customer journey, leading
to better results across the board—an
8 percent increase in revenue and 6.6
decrease in operating expenses as
well as increased productivity,
increase efficiency, higher lead
conversion and market share, along
with cost reductions.
Dynamics 365 quenches G&J
Pepsi-Cola Bottlers’ thirst for
innovation, integration, and agility

10. Customer
Engagement
Management (CEM)
Overview: New
Customer Set-up
Customer:
G&J Pepsi-Cola Bottlers
Industry:
Consumer Goods
Size:
1,000 – 9,999 employees
Country:
USA
Products and services:
Microsoft Power Platform
• Power Apps
• Power Automate
• Power BI
• Dataverse
Dynamics 365
• Field Service
• Sales
• Remote Assist
Microsoft Teams
Read full story here
VIP
Beverage
System
Dynamics 365
Sales
Lead qualification
Account
set up
Dynamics 365
Field Service
Experlogix CPQ
Opportunity ROI estimate
Azure Data
Factory
Installation work
order creation Scheduling
Installation preparation
Equipment
delivery/installation
Power
Automate
Dataverse
Outlook
Field Service status updates
Work order and timeline alerts
1
2
4 5
6
7
3
1. Leads from several sources are loaded into Dynamics 365 Sales and qualified by the business development representative.
2. New account is set-up, including ROI estimate (Experlogix CPQ), account number assignment, and the generation of work order for
each piece of equipment.
3. Work order flows seamless from Dynamics 365 Sales to Dynamics 365 Field Service and is first reviewed by installation prep team.
4. Work order is deployed for scheduling.
5. Work order is released to Field Service Technician for installation.
6. Data is sent to additional systems for processing and storage—from G&J Pepsi corporate system, VIP, to Azure Data Factory to SQL
and Dataverse.
7. At several points in the process, Power Automate is leveraged to trigger email alerts or additional processes both inside of and outside
of Dynamics 365 to complete necessary steps.

12. Copilot in Dynamics 365 Commerce - Vision
POS | HQ | Site Builder | B2B
Copilot in Site Builder
(Site author/Web designer)
Copilot in eCommerce site
(End-consumer/shopper)
Copilot works alongside you to
help configure and manage your
Back Office operations
• Q&A
• In-app tutor
• In-app automation
• Insights and reports
• Product descriptions
• GitHub Copilot for Commerce
SDKs
Copilot works alongside you to
help you manage your e-
commerce sites more effectively
• Product enrichment
• Site enrichment
• Site creation
• Image variations
• Insights and reports
• GitHub Copilot for Commerce
SDKs
Copilot provides your B2B buyers
with engaging and personalized
experiences
• Assisted bulk ordering
• Personalized order templates
• Account summary dashboard
• AI boosted conversations via
PVA to assist with
• Product search
• Product
recommendations
• Chatbot
• Order updates
• Inventory lookup
Copilot in HQ
(Backoffice user)
Copilot works alongside you and
helps increase your in-store
productivity
• Q&A
• In-app tutor
• In-app automation
• Insights and reports
• GitHub Copilot for Commerce
SDKs
Copilot in POS
(Store associate/manager)

13. Turbocharge your store associates to provide
better customer service and boost sales

14. GPT can respond to store associate
questions in real-time
• Store associates often have question
on customers, products, store
inventory or orders, but it is not easy
to find this info if there are no canned
reports or quick lookups available
• GPT-powered Q&A in POS can
respond to their questions in real-time
and save them the time/effort required
for tedious lookups
• Additionally, GPT can also assist POS
users with performing manual tasks
such as inventory updates, checkouts
or returns
Q&A in POS
POS | HQ | Site Builder | eCommerce site
Exploratory
evaluation

15. Insights and reports in POS
Copilot can create reports with
meaningful insights with simple natural
language-based prompts from Store
associates.
• Proactive insights and customer
summaries enabling store associates to
provide better clienteling to customers
• Democratize access to insights in your
local store sales performance data
• Use simple prompts to explore,
understand and predict store business
needs
• Ask questions about sales, customers,
employees, and inventory for your store,
receive answers in moments
POS | HQ | Site Builder | eCommerce site
Exploratory
evaluation

16. Copilot assisted Store Sales
Copilot can be a true companion to
assist store associate engage with
customers better and boost
conversions.
• Elevating customers in-store
shopping experience
• Improvement in customer
engagement
• Boost in sales with enhanced up-
selling/cross-selling opportunities
• Enable ‘novice’ store associate to
become an ‘expert’ sales-person
POS | HQ | Site Builder | eCommerce site
Exploratory
evaluation

17. Copilot in POS
Turbocharge your store associate producitivity

18. Microsoft Confidential: Content is shared under NDA with Microsoft CAB members
Thank you!