Case Study: Leroy Merlin achieves streamlined omnichannel purchases and faster customer service with Microsoft Power Apps

Leroy Merlin streamlines purchase pathways with Dynamics 365

Leroy Merlin, the international home and garden retailer (part of the ADEO Group) serving about 4 million customers through nearly 400 stores in 12 countries, needed to understand and engage shoppers in an omnichannel world and simplify purchase pathways. To address fragmented customer interactions and poor follow-up, Leroy Merlin adopted Microsoft Dynamics 365 and has begun leveraging Microsoft Power Apps to build end-to-end customer relationships and streamline service across online, mobile, and in‑store channels.

With Microsoft Dynamics 365 (and extensions via Microsoft Power Apps), Leroy Merlin centralized customer data, gave store associates and call‑center agents a 360° view of customers, automated business processes, and enabled targeted marketing and case transfers between teams. The changes cut customer response time "from several days to only a few hours," simplified online purchase paths, reduced administrative work for staff, and delivered more personalized, consistent service—outcomes Leroy Merlin plans to expand further using Microsoft Power Apps and Dynamics 365 Field Service.

Leroy Merlin

Ricardo Tejero

Director of Efficiency and Change Management