Case Study: The Fragrance Shop achieves real-time customer insights and seamless omnichannel experiences with Microsoft Azure

The Fragrance Shop connects to its customers with Microsoft Azure

The Fragrance Shop, a UK specialist retailer with 185 stores and £120m in annual sales, needed a stronger, more connected understanding of its customers across channels. The business wanted real-time insight from in-store, online and service interactions to improve customer experience, increase engagement after purchase, and allow its IT team to focus on strategy rather than infrastructure.

Working with OmniCX on Microsoft Azure, the retailer captured live store and digital data (footfall, conversion rates, sales by minute) and enabled immediate CRM outreach after purchases. Azure provided the compute, security and scalability the company needed, driving higher response rates, transforming staff roles and business processes, and positioning The Fragrance Shop to scale its customer‑centric initiatives.

The Fragrance Shop

Julian Holt

Chief Technical Officer