Project snapshot
| Role | Key Capabilities |
|---|---|
| Project title | Unified Retail Operations & CRM Modernization using Dynamics 365 |
| Industry/Sector | Retail & E-commerce |
| Region | Europe (Germany, Netherlands, France) |
| Engagement Model | Time & Material (Agile Project Delivery) |
| Duration | 8 Months (with 1-year Managed Services) |
| Project Scale | 50+ Stores |
Client & Project Brief
Client Overview:
A rapidly growing retail chain with stores and online presence across multiple EU countries, the client sought to unify its fragmented sales, customer service, and marketing processes into a single CRM and data-driven engagement platform.
Project Objective:
To implement Microsoft Dynamics 365 Sales & Customer Service, automate campaign tracking, integrate e-commerce data from Magento, and enable Power BI dashboards for real-time visibility into customer lifecycle, sales conversion, and service metrics.
Challenges
- Multiple disconnected systems (POS, Magento, ERP) causing data duplication
- No centralized CRM to track customer journeys or service requests
- Lack of actionable insights into store-wise performance or agent productivity
- Manual campaign tracking via spreadsheets
- Data privacy and GDPR compliance challenges across EU regions
Solution Delivered
- Deployed Microsoft Dynamics 365 Sales, Marketing, and Customer Service modules
- Integrated Magento e-commerce platform and SAP ERP via custom APIs
- Configured Power BI dashboards for regional sales, conversion ratios, and customer insights
- Automated marketing campaigns and case routing workflows through Power Automate
- Implemented role-based access control aligned with GDPR policies
- Built multi-language support (EN, DE, NL, FR) for EU localization
- Provided 24×7 offshore CRM support team for configuration and user requests
Our Approach
| Phase | Description |
|---|---|
| Discovery & Requirement Mapping | Conducted detailed workshops with EU stakeholders to map retail processes and compliance rules |
| Architecture & Integration Planning | Defined the Dynamics 365 instance structure, integration points with Magento & SAP |
| Customization & Workflow Setup | Designed lead-to-order and case management workflows, role-based dashboards |
| Data Migration & Testing | Migrated 250,000+ customer records securely with full audit trail |
| Training & Support | Conducted multilingual training sessions and established 12×5 offshore support operations |
Technology Stack
| Category | Tools & Platforms |
|---|---|
| Microsoft Ecosystem | Dynamics 365 Sales, Customer Service, Marketing, Power Automate, Power BI |
| Integration Layer | Azure Logic Apps, REST APIs, Dynamics DataVerse |
| Cloud & Identity | Azure AD, Azure Security Center |
| CRM Customization | Dynamics SDK, C#, .NET Core |
| E-commerce & ERP Integration | Adobe Magento, SAP Business One |
| Compliance & Security | GDPR-Compliant Data Retention, Role-Based Security, Azure Defender |
Key Results & Metrics
| Metric | Before | After | Impact |
|---|---|---|---|
| Lead Conversion Rate | 8% | 19% | +137% Improvement |
| Case Resolution Time | 48 hrs | 12 hrs | 75% Faster Resolution |
| Campaign ROI Tracking | Manual | Automated | 100% Measurable ROI |
| Customer Data Duplication | High | Zero | Single Source of Truth |
| Reporting Delay | 3 Days | Real-Time | 100% Visibility |
Client Testimonial
“Rigel Networks helped us unify our customer view across all EU regions. Their Dynamics and Azure expertise gave us measurable efficiency and transparency across teams.”
— Head of Digital Transformation, EU Retail Group
Engagement Highlights
- Engagement Type: T&M + Offshore Development
- Team Size: 7 (1 Solution Architect, 3 Dynamics Developers, 1 BI Engineer, 1 QA, 1 Project Manager)
- Methodology: Agile sprints with monthly milestone reviews
- Integration Scope: Dynamics ↔ Magento ↔ SAP
- Support: Dedicated 12×5 CRM Admin & BI Reporting Team
Empowering EU Retail with Smart Solutions
Email: presales@rigelnetworks.com
Locations: US | India
