Carpetright to improve customer service with Dynamics 365

Carpetright to improve customer service with Dynamics 365
The flooring retailer will use the cloud-based system to gain a single view of the customer

Chris |

UK flooring retailer Carpetright has signed up to Microsoft’s cloud-based business system, Dynamics 365. It will use the technology to improve how it receives product orders, processes them and delivers them to homeowners.

Marcel Borlin, chief technology officer at Carpetright, said his company will be using Dynamics 365 throughout its more than 420 stores and support offices in the UK to “transform its digital operations, enhance operational efficiency and deliver cutting-edge customer service.”

“We are impressed with the way Microsoft is addressing the main challenges facing retailers, such as the requirements for omnichannel capability, service agility, customer intimacy and achieving a single version of customer requirements,” he added.

Using the software, Carpetright hopes to provide its customers with highly accurate delivery times and installation quotes. This means people won’t have to take a lot of time off work to wait at home for their delivery, and they will know exactly how much the product they have bought will cost to fit.

As well as getting a ‘single view’ of customer transactions, from purchase to delivery, analytics tools inside Dynamics 365 such as Power BI and Azure Machine Learning will allow Carpetright to adapt to homeowners’ current needs and also develop new services in the future.

“Making it easy is a key objective for us and we see Dynamics 365 delivering that, as well as giving us greater customer-focused capabilities,” said Borlin. “A key reason for selecting Dynamics 365 is that it’s fully cloud-based. We can get to information from one system that is always up-to-date, which will enable us to make quicker decisions and deploy the technology across our business faster.”

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