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3 Ways Businesses Are Leveraging Microsoft Dynamics AX to Improve the Customer Experience

by Sean Harmon
Senior Consultant, enVista,

While many retailers, wholesalers and distributors have bought Microsoft Dynamics AX 2012 R3 retail and point of sale (POS) solutions, very few are utilizing them to their full potential. In particular, many of the components that improve customer experience are being left untapped, either because they are relatively new or because users are simply unfamiliar with them.

Since the addition of the integrated call center module last year, businesses using AX 2012 R3 are no longer restricted to legacy pricing tools. Instead, Dynamics AX can now be an invaluable tool for targeting customers in both business to consumer (B2C) and business to business (B2B) environments. By leveraging pricing and discounting tools, businesses -including distributors and wholesalers - can not only extend the value of their Dynamics AX investment but also enhance the overall customer experience, building brand familiarity and loyalty. Here are three examples.

1. The pricing and discount features make shopping more relevant and personalized than ever.

Dynamics AX can help businesses create shopping experiences targeted to groups of customers or individuals. The ability to execute promotions to a specified target audience enables retailers to capture valuable analytics and insight and improve sales.

Businesses can develop multiple category hierarchies within Dynamics AX, which can represent infinite combinations of product groupings. These category hierarchies can then be utilized in the discount-building process.

What does this mean for the customer? In cross-channel scenarios, they encounter a shopping experience tailored specifically to them based on preferences and data collected during previous interactions. When customers are browsing online and in person, searching by relevant categories improves the experience. From a retailer's perspective, category hierarchies can be used to effectively build and adjust prices, offer percentage discounts, mix and match discounts, and offer quantity ...

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About Sean Harmon

Sean Harmon is a Senior Microsoft Dynamics AX Functional Consultant and Project Manager for enVista, a leading supply chain consulting and IT services firm and Microsoft Dynamics AX partner. enVista delivers innovative solutions that improve profitability, enhance customer service and reduce waste from source to consumption. enVista's unrivaled consulting experience, deep vertical industry expertise and comprehensive solutions portfolio, enable clients to leverage one strategic partner that consults, implements and operates across Supply Chain, Transportation, Retail, IT and ERP.  

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