Put customer experience at the center of retail

Boost customer engagement and loyalty with the power of Microsoft Dynamics 365 and PwC

Create an engaging retail experience, wherever and however your customers shop

Is your product or brand getting in front of the right audience? With the surge of online shopping, providing exceptional customer experiences is more critical than ever. Customers expect you to engage with them seamlessly through e-commerce, curbside pick-up or in-store shopping.

PwC’s deep retail expertise and Microsoft Dynamics 365’s data-driven platform help equip your organization to deliver on the customer’s expectations for a personalized experience. Prepare to meet changing customer demands and thrive in the future of retail.

Where does your retail digital transformation begin?

Become a data-driven retailer with Dynamics 365 and PwC

Overcome supply chain challenges and gain insights into inventory levels and shipment status. Manage daily operations using real-time data to optimize business processes with a modern, integrated Enterprise Resource Planning (ERP) system. Integrate finance, operations, inventory management and fulfillment operations to help increase productivity, accelerate delivery and grow profitability.

Be resilient. Transform your retail operations.

Move beyond inefficient systems and data silos to achieve seamless retail operations. The most important factors for today's digital consumers are faster delivery and complete visibility of their orders.* With a modern retail platform, your organization can use insights to help make decisions that improve the quality of customers’ interactions and overall experience.
*Source: PwC Global Consumer Insights Survey, June 2021

Enhance the shopping experience using intelligent solutions and insights

Modernize your retail systems today to get ahead of tomorrow

Deliver a connected omnichannel experience

Are you able to deliver a seamless brick-and-click store experience to your customers while protecting against fraud? Delight shoppers with a consistent, frictionless and safe brand experience across web, mobile, in-store and call center channels. Protect your revenue and customers with Dynamics 365 fraud protection.

Drive revenue and profitability

Can your finance teams access the data they need to make decisions quickly across all channels? A modern, centralized, and integrated platform can provide transparency across your finances. Whether you are looking to drive store level profitability or define strategies for cost reduction, Dynamics 365 brings critical data together into interactive dashboards for deep analysis.

Minimize inventory disruptions

Do you have the right inventory in the right place at the right time? Get real-time supply chain visibility and actionable insights to fulfill orders quickly, efficiently, and at the lowest cost. With Dynamics 365, run predictive and prescriptive analytics on your supply chain and inventory data to track demand and provide customers timely updates on orders and shipments.

Proactively manage compliance

Can your organization easily navigate an increasingly complex and ever-expanding regulatory landscape? Adapting to environmental and sustainability standards is essential for establishing brand leadership, and data privacy is a top concern for retailers. Retail teams can fulfill traceability, compliance, and privacy protection expectations with Dynamics 365’s AI-technology and automation.

Use modern, cloud-powered technology

Are you equipped to support a modern retail operation and meet evolving customer expectations? With an integrated cloud-based platform, your retail operations can run off real-time data analysis to improve operations, identify areas to reduce costs, and enhance customer service. Reduce time-consuming tasks through automation, provide the tools to better engage customers, and to make sure your technology can support all retail channels with the flexibility of Dynamics 365.

Become a customer-focused retailer with Dynamics 365 and PwC

Go beyond the expected. Understand your customer’s evolving preferences and loyalty in real time to respond across marketing, sales and service. Provide a unified and personalized marketing journey for customers across digital and physical storefronts with an integrated and central Customer Relationship Management (CRM) platform.

Exceptional retail experience is key to attracting and retaining customers

Understand how customers engage with your brand and seamlessly connect with them across all channels. Customers expect retailers to be knowledgeable about the products and services they want and highly responsive throughout the buying process. Delight shoppers throughout their entire experience with a unified platform.

Dynamics 365 CRM” in the center and icons represent touchpoints.

Understand and meaningfully connect with your customers

Get a complete view of your customers

Does your sales team have visibility into customer engagement data and customer service history? An understanding of an individual’s purchasing history can improve consumer satisfaction and uncover opportunities to personalize, up-sell or cross-sell. With Dynamics 365 you can collect data across your organization and use insights to recommend additional relevant products and services.


Empower your service teams to deliver a seamless experience

Are your customer service teams armed with quick access to key customer data, preferences, and purchase and service history? Customers expect meaningful, personalized engagement across channels and devices. Collect communications, engagements, and purchasing history in one place with Dynamics 365 to support faster issue resolution and strengthen customer loyalty.

Personalize your marketing campaigns

Can your marketing department deliver impactful, relevant messaging to your customers at every step of the buying journey? Gain insights with a holistic view of your customer to tailor your message from purchase to support. Dynamics 365 centralizes your data — empowering marketers to personalize their outreach with rich customer insights across all channels.

“PwC brought a holistic solution to help scale our operations and grow profitability through business process automation and integration. Using Microsoft’s Business Applications, we’re transforming our finance and supply chain operations to be more intelligent, flexible and streamlined.”

Vanesa Patino, Chief Operating Officer, Valley Forge Fabrics
Microsoft Partner winner, 2023 Partner of the Year

Microsoft recognizes PwC as a 2023 Partner of the Year

PwC is reimagining the possible, creating solutions on Microsoft tech, that help untangle complex world problems. Together, PwC and Microsoft are empowering the world to achieve more in industry and beyond. Learn more.

Have confidence in who you’re working with

What PwC brings to your digital transformation

  • PwC has attained 18 of 18 Microsoft Gold Certifications
    Across Azure, Cybersecurity, Business Applications, and Modern Workplace
  • PwC named a Magic Quadrant™ Leader for Data and Analytics Service Providers
    By Gartner® 2021, Source: Gartner
  • PwC positioned as a Major Player in IDC MarketScape for Worldwide Microsoft Implementation Services 2021
    *Every PwC Dynamics project to date has successfully gone live.
  • PwC positioned a Leader in Worldwide Cloud Professional Services
    By IDC MarketScape 2020, Source: Doc #US45439120, April 2020

*Every PwC Dynamics project to date has successfully gone live

Combined with the power of Microsoft technology for retail

  • Microsoft named a Leader in The Forrester Wave™: Sales Force Automation Solutions, Q2 2021
  • Microsoft named a Leader in the 2021 Gartner® Magic Quadrant™ for Data Integration Tools
  • Microsoft Security is a Leader in five Gartner® Magic Quadrant™ reports
  • Microsoft named a Leader in 2021 Gartner® Magic Quadrant™ for CRM Customer Engagement Center
  • Microsoft recognized as a Leader in the 2021 Gartner® Magic Quadrant™ for Enterprise Low-Code Application Platforms for Microsoft Power Apps
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Sachin Khurana

Principal, US Microsoft Alliance, PwC US