Michael Hill revolutionizes jewelry retail operations and customer fulfillment
Michael Hill, a global jewelry retailer with nearly 300 locations in Australia, New Zealand, and Canada, modernized its retail operations by building a centralized platform using Dynamics 365 and Power Apps. By moving away from legacy systems, the company unified production, warehousing, distribution, and online payments processes, ensuring agile responses to shifting customer needs. The transformation included integrating Dynamics 365 Commerce for seamless in-store and online experiences, and deploying Dynamics 365 Supply Chain Management for real-time inventory and supply chain visibility. Marveling at the flexibility, Michael Hill was able to introduce curbside pickup during the COVID-19 pandemic and considers it a permanent offering for enhanced customer accessibility. Sales teams track custom jewelry orders and fulfillment using a Power Apps application, significantly improving customer service responsiveness. The company uses Dynamics 365's loyalty features, tied in with Adobe Campaign, to manage a database of over 500,000 loyalty program members, driving customer retention and marketing efficacy. The partnership with DXC enabled end-to-end integration, increasing operational efficiency, lowering costs, and deepening real-time insights into retail and supply chain operations. Overall, Michael Hill sustained its reputation for customer focus by leveraging cloud-driven agility and digital technology.
- Organization
- Michael Hill
- Industry
- Retail
- Location
- Australia
- Published
- January 2021
Reported outcomes
Strategic outcomes
Primary read
Use case focus
Showing 3 of 4
- 1Unified retail operations management
- 2Real-time inventory and order visibility
- 3Contactless curbside pickup enablement
- Legacy retail platform hindered agility and integration across stores, production, warehousing, and online payments.
- Lack of real-time supply chain visibility limited responsiveness and efficiency in inventory allocation.
- COVID-19 pandemic created a need for new contactless fulfillment models, such as curbside pickup.
- Difficulty for sales teams to track and manage bespoke jewelry orders in-store and provide updates to customers.
- Managing a large loyalty program database was cumbersome and lacked deep, real-time customer insights.
- Replaced legacy retail platform with a unified platform built on Dynamics 365 Commerce and Dynamics 365 Supply Chain Management.
- Integrated warehouse management, production, inventory, and distribution with store operations for end-to-end visibility.
- Developed a Power Apps solution for sales staff to quickly track custom orders and fulfillment status.
- Introduced curbside pickup in Canada, leveraging the agility of the new platform for contactless fulfillment.
- Integrated Dynamics 365 Loyalty with Adobe Campaign for advanced customer loyalty management.
- Boosted operational efficiency and agility across retail and supply chain operations.
- Enabled fast introduction of curbside pickup for contactless customer experiences.
- Improved sales responsiveness and customer satisfaction with custom orders.
- Enhanced loyalty program management for more than 500,000 customers, driving retention.
- Delivered deeper insights into customer experience, supporting ongoing innovation.
- Supported stronger business continuity and agility through modernization.
Architecture
Michael Hill integrated Dynamics 365 Commerce and Dynamics 365 Supply Chain Management as the core of the retail operations platform, connecting production, warehousing, distribution, and online payments. Power Apps provides an interface for sales teams to manage and monitor custom orders, while loyalty management is tied into Dynamics 365 and Adobe Campaign for seamless customer engagement.
Implementation partners1
Sources & evidence1
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