Case Study: Marston's PLC adds £7.7 million in annual revenue and improves customer experience with Microsoft Dynamics 365

Marston's PLC - Customer Case Study

Marston’s, a 180‑year‑old UK pub and brewer operating about 1,700 sites, needed to sharpen its customer experience amid stronger competition and rising consumer expectations. The company sought a 360° view of patrons by combining CRM, social media, POS, survey and Wi‑Fi data so frontline staff and managers could better personalize service and respond faster to issues.

Marston’s chose Microsoft Dynamics 365 for Customer Insights (with Cortana Intelligence) to integrate and analyze those sources and deliver role‑specific insights. The SaaS solution cut prototype time by 60–70% and saved roughly £20,000 in consulting fees, and Marston’s estimates it will drive at least one extra meal and drink per pub per day—about £7.7 million in additional annual revenue once fully deployed.

Marston's PLC

Mike McMinn

Director of IT