Case Study: Michael Hill achieves streamlined operations and instant, personalized customer service with Microsoft Dynamics 365

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

Michael Hill is a global jewelry chain with 370 stores across New Zealand, Australia, Canada, and the United States. Rapid growth and fragmented, aging in‑house IT systems made it hard to deliver a seamless omnichannel experience and to give staff a complete view of customer activity across in‑store, web, and mobile channels, so the company pursued a cloud‑first modernization to unify data and streamline processes.

Working with partner Sable 37, Michael Hill implemented Microsoft Dynamics 365 (Retail, Finance and Operations, Customer Service) and Power BI to consolidate multiple systems into a single platform and put customer records and analytics into employees’ hands via mobile devices. The result: customer searches that once took four minutes now complete in seconds, staff can deliver personalized service and promotions, and the company has clearer insights and a platform for future AI‑driven recommendations and operational improvements.

Michael Hill

Matt Keays

Chief Operating Officer