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Case Study

An innovation process for After Sales in the Luxury market

ABSTRACT
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.

Where: italy
Challenge
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.
Approach
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.
Digital Ecosystem
Wealth & Commerce
Solution
Digital Ecosystem
Wealth & Commerce
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.
Results

 

 

 

 

Improved user experience

 

 

Seamless integration between different 3rd party platforms

 

 

Protecting Client's past investments while enabling innovation.

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Markets
Ecosystem

Impacts

Composable Business Models

Project Teams
  • Augmented Enterprise Platforms AEP is a Competence Center that focuses on solutions managing business processes related to the main Software Vendors, such as SAP, Microsoft, Oracle and Salesforce.
Technologies

Cloud

End-to-end modernization and management of hybrid IT environments.

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