Engineering: leader della Digital Transformation

Engineering Innovation in

Digital Retail & Fashion

An innovation process for After Sales in the Luxury market

We carried out a study on the evolution towards new technologies of an established platform supporting Return & Quality Management, Spare Parts and Repair Management processes.

Approach & Solution



The client's scenario, an international group operating in the luxury sector, is characterized by the presence of several distinctive factors combining CRM and logistics processes in the same workflow, hence the need to make all the actors involved in the process collaborate through dedicated user interfaces.

Over a month, process and technology experts were involved who confirmed that there were no ready-made solutions to meet the specificities of the client's business sector.

The Best Fit Design approach was therefore chosen to propose three hybrid solutions.


The chosen solution leverages the scalability, flexibility and agility of Microsoft's Cloud application solutions (CRM, Dynamics 365, Azure) with implementation of agile methods to deliver a future-proof, full Cloud experience.

This hybrid upgrade enables the modernisation of the current solution by upgrading the Microsoft Dynamics AX application to the Dynamics 365 Platform. The result is a new user experience for salespeople, store managers, logistics back-office and management, with online data integration and advanced functionality for end-to-end management of complex return & repair logistics processes.

While maintaining the centricity of the SAP system, we extended the customer's legacy system to cover specific needs by creating an ecosystem that unifies the user experience.

We leverage the best of breed combination of CRM and ERP platforms by integrating also the Salesforce platform.


Enhanced functionality and capabilities through the hybrid upgrade

Improved user experience

Seamless integration between different 3rd party platforms

Protecting Client's past investments while enabling innovation

Project value

Process performance

Enabling Technologies

Project Team

Advanced Enterprise Platforms