Case Study: Michael Hill achieves faster, personalized omnichannel service and real-time insights with Microsoft Power BI

Global Jeweler Polishes Its Business Processes and Customer Service with Cloud-First Approach

Michael Hill, a global jewelry chain, faced growth limits from aging in‑house IT systems and needed a cloud‑first platform to unify data and support omnichannel retail. To modernize its customer service and operations, Michael Hill adopted Microsoft Power BI alongside Microsoft Dynamics 365 for Retail, Finance and Operations, and Customer Service to consolidate data, enable mobile point‑of‑sale access, and drive a seamless customer experience.

Working with partner Sable 37, Michael Hill implemented Dynamics 365 for end‑to‑end retail and customer‑service workflows and used Microsoft Power BI to deliver dashboards and insights to business units. The solution consolidated customer records so sales staff can access purchase histories in seconds (down from roughly four minutes), improved in‑store personalization via mobile apps, and opened the door to AI‑driven predictive analytics and personalized recommendations—delivering measurable gains in efficiency and customer engagement.

Michael Hill

Matt Keays

Chief Operating Officer