Case Study: Amway achieves global CRM standardization and improved customer experience with Microsoft Dynamics 365

Amway brings business ownership to every corner of the globe with Microsoft Dynamics 365

Amway, a global direct-selling company that empowers independent business owners with health, beauty, and home-care products, faced fragmentation after decades of growth: disparate, sometimes incompatible systems across markets created inconsistent service, duplicated applications, and high cost and effort to implement changes—hindering innovation and a uniform customer experience.

Amway standardized on Microsoft Dynamics 365 for Customer Service and Sales, deploying a unified CRM, knowledge bases for self-service “digital care,” and Unified Service Desk for call-center visibility. The solution delivered consistent service worldwide, reduced unnecessary contact-center calls, enabled proactive campaigns, increased agent productivity and customer satisfaction, and gave Amway a scalable platform to support continued expansion.

Amway

Hannes Smit

Manager - Global CRM Solutions