Customer: Senco Gold & Diamonds
Products and Services: Dynamics 365 Finance, Dynamics 365 Commerce
Industry: Consumer Goods
Organization Size: Large (1,000 – 9,999 employees)
At A Glance
Challenges
- Home-grown apps were not able to give value
- Managing Customer Relationships
- Managing customer queries,
complaints, and responses
Benefits
- Aided to expand across India.
- Provided consistency and strong
personalized customer experience. - Helped them become the
frontrunners in the jewelry
industry’s digital transformation
Senco Gold and Diamonds is one of India’s oldest and most trusted jewelry brands with a legacy of more than 50 years. It is among the most prominent jewelry retail players in India’s eastern and northern regions and has over 130 stores across the nation. The 50+-year-old brand is blending handcrafted art and craftsmanship with technology and believes in leveraging the latest digital tech to stay ahead of the curve in the jewelry and retail sector. It has an ever-growing consumer base and caters to their diverse demands through its omni-channel approach.
Need for a seamless and smooth customer experience
Senco Gold and Diamonds has been an early adopter of technology. It had been experimenting with an in-house Enterprise Resource Planning (ERP) tool. With evolving customer expectations, the company was looking to create a seamless, personalized experience across platforms and channels. The jewelry retailer also felt the need for a system to create personalized marketing campaigns.
Dynamics 365 offered a single, unified offering for retail industry needs and helped the company keep pace with technology advancements while ensuring that it offers the best possible services to its customers. Microsoft Dynamics 365 provided Senco Gold and Diamonds with a standardized solution that collects data from all customer touchpoints and records it in a centralized system. The end-to-end platform provides both Enterprise Resource Planning and Customer Relationship Management.
Omnichannel Engagement
It creates and manages customer profiles and offers personalized customer experience across channels.
Out of Box (OOB) Integrations
It has native OOB integrations and an accurate ability to define customer journeys.
Real-time Access to Customer Data
Employees at all locations have access to current, accurate, complete, and consistent customer data.
AI-driven Customer Insights
It enables the creation of offers schemes, branding activities, and customer insights powered by AI and ML including customer demographics, behaviors patterns etc.
End-to-end Process Enablement
It leverages the Dynamics 365business suite to enable a complete business process enablement.
Dynamics 365 delivers all facets of a modern customer experience and the efficiency we have gained with the implementation has helped us take our customer experience several notches higher.
Senco Gold and Diamonds
At A Glance
Challenges
- Home-grown apps were not able to give value
- Managing Customer Relationships
- Managing customer queries,
complaints, and responses
Benefits
- Aided to expand across India.
- Provided consistency and strong
personalized customer experience. - Helped them become the
frontrunners in the jewelry
industry’s digital transformation
