Case Study: Farmacity achieves unified omnichannel customer service and faster product management with Microsoft Dynamics 365

Argentine retailer plans business expansion by improving customer service and product management

Farmacity, Argentina’s largest retail pharmacy chain, sought to support ambitious expansion and improve customer experiences but was hampered by 21-year-old, non‑integrated systems that made product, promotion, and customer management slow and fragmented. The company needed a flexible, scalable platform to unify customer data across physical and digital channels and streamline merchandising and promotional workflows.

Working with partner Axxon Consulting, Farmacity implemented Microsoft Dynamics 365 (including Retail and Customer Service) and Power BI, moving to a cloud-based, agile operating model. The rollout unified customer management for true omnichannel service, sped up processes (for example, vade mecum import dropped from four steps to one in three minutes), simplified promotions management, enabled surveys and social monitoring, and created a scalable foundation for growth, loyalty programs, and faster decision-making.

Farmacity

Silvana Lanari

Chief Information Officer