Case Study: Marston’s boosts customer engagement and adds £7.7 million with Microsoft Dynamics 365 Customer Insights

Making customers feel more welcome and adding £7.7 million to the bottom line

Marston's PLC, a major UK pub and brewery operator, faced intense competition and rising customer expectations. To enhance its customer experience and gain a competitive edge, it turned to Microsoft Corporation for a solution, adopting Microsoft Dynamics 365 for Customer Insights to better understand its patrons.

Microsoft's solution integrated data from various sources like social media, point-of-service systems, and Wi-Fi usage to create a comprehensive, 360-degree view of the customer. By implementing this tool, Marston's achieved significant cost savings on development and projected an annual revenue increase of £7.7 million by using these insights to sell at least one extra meal and drink per pub per day.

Marston's PLC

Mike McMinn

Director of IT