Customer Case Study

About Our Client

Our client is a leadingAmerican fashion brand whose products are sold in more than 700 stores around the world as well as their own stores. Founded over 2 decades ago to make things that are original, as they are timeless, the brand has grown over time to include a world of pieces that amplify the authentic voices of the individuals who wear their clothes.

Products & Users

Products
Dynamics 365 FO, Dynamics 365 Finance, Dynamics 365 Supply Chain, Avalara, Salesforce Commerce
Users
Finance & Supply Chain, Retail & Operations Functions
100+ business users

Customer Situation

Our customer had implemented D365 FO however had several challenges with regards to some of the key processes that were implemented. These were critical to the business and were causing massive issues with the stakeholders. This prevented the customer to go live due to non-readiness. These challenges included issues with customer experience and loyalty, including payment management through loyalty cards and compliance issues with regards to the gaps in tax calculations done on the e-commerce site and in the core ERP. Following the implementation, there were further challenges with user adoption and gaps in several other processes. Timely resolution of all the challenges was very important as our customer was consistently facing loss of revenue.

Approach And Solution

Agilitz team took up the challenge of timely resolution of the ongoing issues and mobilised a team of 6 members within a week. We took a POC based approach and demonstrated how the specific challenges with regards to loyalty payments and returns management can be resolved within 3 weeks. The architect team reviewed the solution architecture, integrations with e-commerce and tax management platform to identify the criticals gaps and resolved them within a record time. Following the resolution of critical issues, the team built several enhancement to address the gaps in other processes and provided managed services to ensure higher user adoption and satisfaction across the organisation.

Business Benefits And Impact Delivered

Below are some of the key business benefits and the impact that have been delivered:

  • Quicker resolution of issues helped our customer in faster time to market
  • Salvaged the high investments made by the customer on the program
  • Solution ensured high customer loyalty and retention
  • Solution on tax compliances helped our customer meet regulatory obligations
  • Significantly improved user adoption and satisfaction
  • Improved architecture for scalability and robustness while also improving reliability of underlying data