Case Study: Patagonia achieves a seamless omnichannel customer experience with Vertex Inc.

Patagonia Creates a Seamless Customer Experience

Patagonia, a market leader in outdoor apparel, faced a fragmented commerce stack across e-commerce, retail, and wholesale that led to a disconnected customer experience and heavy maintenance burden on IT and tax teams—retail associates couldn’t access online order information when customers picked up orders in store. To address this, Patagonia consolidated systems on Microsoft Dynamics 365 and engaged Vertex, implementing Vertex Indirect Tax O Series On‑Demand (Vertex Sales Tax Automation for Microsoft Dynamics 365).

Vertex integrated its tax solution with Patagonia’s point-of-sale and Dynamics 365 so every store can ship nationwide and calculate the correct sales tax on each transaction, delivering a seamless omnichannel experience for customers. The Vertex implementation significantly reduced audit risk, improved efficiency for IT and tax teams, and delivered cost savings while giving Patagonia a modern, consistent customer experience.

Patagonia