Case Study: MTR achieves data-driven customer service and increased loyalty with Microsoft Power BI

MTR innovates with AI and CRM to power a lifestyle mobile app on Azure

MTR, the Hong Kong transit and retail operator, wanted to combine transit and shopping into a single lifestyle mobile app that could guide passengers based on activity and personal preferences. To support analytics and reporting for those personalized experiences MTR used Microsoft Power BI as part of a broader Microsoft stack alongside Azure services and Dynamics 365.

Microsoft Power BI was integrated into an Azure-based solution that ties Dynamics 365 customer data to AI-driven insights (Azure Databricks), Azure SQL Database, API Management and serverless workflows to deliver personalized guidance, loyalty points and in-app features. The platform now supports millions of simultaneous users, has driven improved customer service and loyalty with positive user feedback, and given MTR’s development team a flexible, scalable foundation to roll out new features.

MTR