Leading jewellery chain, Michael Hill has leveraged Microsoft Dynamics 365 Commerce to build a digital retail operations platform, including end-to-end, multichannel capabilities and connected processes.

By optimising its in-store operations, customer service, and other retail processes, Michael Hill has been able to successfully drive efficiencies, improve margins, and deliver enhanced customer experiences.

With more than 300 retail locations across Australia, New Zealand and Canada, the company recognised a strong need to enhance the in-store customer experience to help drive customer loyalty. Working with partner DXC, Michael Hill was able to build a retail operations platform on a range of Dynamics 365 platforms.

Michael Hill also launched an internal initiative called Project Obsidian which optimises in-store retail operations, customer service, warehousing, inventory, stock allocation and other retail operations.

Through utilising Microsoft platforms, Michael Hill has enjoyed increased visibility across its supply chain and inventory to manage each individual retail store as a warehouse location, allowing for customers to order jewellery online and pick it up at the retail location of their choice. The jeweller has also been able to seamlessly draw from inventory in many locations, rather than requiring human intervention whenever stock is transferred and in Canada, has offered curbside pickup giving customers a contactless pickup option.

With 400,000 customers in its loyalty program database, Michael Hill was seeking a better way to manage its programs and increase customer satisfaction.