Retail Unified Commerce Case Study

The Challenge

The retailer operated 3 distinct brands, each with its own POS system, e-commerce platform, and inventory management. Customer data was siloed across 5 different databases. The result was a fragmented experience for both customers and staff:

• Click-and-collect orders took 4+ hours to process due to manual stock checks
• No cross-brand visibility into customer purchase history or preferences
• Inventory discrepancies of up to 15% between physical and system counts
• 3 separate loyalty programmes with no cross-brand recognition
• E-commerce returns to store were entirely manual, taking 15+ minutes per transaction

The Solution

Pargesoft implemented Dynamics 365 Commerce as a unified platform across all 3 brands, with AI-powered enhancements:

• Unified Commerce Platform: Single D365 Commerce instance serving all 3 brands with brand-specific pricing, promotions, and UI themes.
• Real-time Inventory: Cloud POS connected to centralised inventory with real-time stock levels across all 120+ locations and online channels.
• AI-Powered Recommendations: Customer Insights integrated with Commerce to deliver personalised product recommendations across all touchpoints.
• Unified Loyalty: Single loyalty programme across all brands with AI-driven tier progression and personalised offers.
• Autonomous Replenishment: AI agent monitors stock levels and automatically generates replenishment orders based on predicted demand.

The Results

• 50% faster order processing for click-and-collect and ship-from-store orders
• Inventory accuracy improved to 99.5% with real-time synchronisation
• 18% increase in cross-brand purchases within the first quarter after launch
• Returns processing reduced from 15 minutes to 2 minutes per transaction
• Customer satisfaction scores increased by 22 points (NPS) within 6 months