Case Study: Leroy Merlin achieves streamlined omnichannel customer service with Microsoft Dynamics 365

Leroy Merlin streamlines purchase pathways with Dynamics 365

Leroy Merlin, the international home and garden retailer, needed to better understand and engage customers across an omnichannel shopping journey while simplifying purchases and supporting complex home projects. Microsoft Corporation helped Leroy Merlin address these challenges with Microsoft Dynamics 365 and PowerApps, giving the retailer a way to manage customer relationships before, during, and after the sale.

With Microsoft Corporation’s Dynamics 365 Customer Service and related tools, Leroy Merlin streamlined customer communications, automated processes, and gave store associates a 360-degree view of each customer. The result was faster service and better coordination: response times dropped from several days to only a few hours, duplicate offers were reduced, and customer support improved to deliver a more personalized experience.

Leroy Merlin

Ricardo Tejero

Director of Efficiency and Change Management