Case Study: Michael Hill achieves streamlined business processes and enhanced customer service with Microsoft Corporation Dynamics 365

Global jeweler polishes its business processes and customer service with cloud-first approach

Michael Hill, a global jewelry retailer in New Zealand, was growing fast but held back by aging in-house IT systems that made it hard to unify data and support omnichannel customer service. The company turned to Microsoft Corporation and its cloud-based Dynamics 365 suite, including Dynamics 365 for Retail, Finance and Operations, and Customer Service, to create a single platform for better insights and a stronger customer experience.

Microsoft Corporation helped Michael Hill integrate data across systems and equip store staff with mobile access to customer purchase history and preferences. The result was a much smoother customer experience, with customer search times cut from about four minutes to seconds, plus new Power BI dashboards and future opportunities for AI-driven predictive analytics and personalized recommendations.

Michael Hill

Matt Keays

Chief Operating Officer