Cases
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Telia simplifies processes, streamlines POS, and improves customer experience with Dynamics 365
As the largest telecommunications company in Sweden, Telia wanted to streamline its inventory and sales processes and create a trusted experience for customers. It considered how to connect Microsoft Dynamics 365 with its existing SAP systems while reducing the number of total systems and simplifying day-to-day tasks for staff. Telia adopted several Dynamics 365 business applications—Commerce, Supply Chain Management, and Finance—along with Microsoft Power BI. As a result, the company cut its number of disparate systems in half, gained the ability to tightly track inventory, improved its sales, and created a faster, more personalized shopping experience for its customers.
UnitedHours implemented Dynamics 365 for Commerce for Åhléns, which is a Swedish chain of 60+ retail stores. The project went live after a rather tight time plan in Q1 2019. We were responsible for the implementation of Dynamics 365 F&O and all the required functionality that needed to be configured, customized and migrated in order to support the retail stores as well as web orders integration. There was a great number of challenges based on the high volume of transactions, products, users and POS as well as number of ECOM orders handled by the application. Discounts are, as most of the time within retail a challenge.
To manage and facilitate in a smooth and efficient way to handle these, given the extraordinary large product portfolio, addon functionality was built to support discount managers in their work. Some of the integration with legacy systems proved to be a challenge, especially the interactive ones but also some of the batch oriented complex integrations with high load.
Performance in the store was one of the challenges that Åhléns had and the store processes were streamlined both in the processes execution path but also measures to improve the processing times. Performance in migration process was also a challenge in the project and in ongoing operations. Omni channel support is always tricky to accomplish and several innovative integration solutions was used to facilitate the expected customer experience to support.
Rollout to the stores was done in a phased approach, the users was trained in a train the trainer model that worked very well, much thanks to the easy to use POS application. By use of configuration and some extensions the application is perceived as easy to use by most users in the stores.