Building a Digital Future

Customer Story

MICHAEL HILL ENHANCES INVENTORY AND INCREASES SALES WITH MICROSOFT DYNAMICS 365

Challenge

Founded in 1979, Michael Hill is a global retailer in the mid-market jewellery sector known for high-quality, exceptional service, and long-term customer loyalty. It operates in 286 stores in Australia, New Zealand, and Canada and is publicly traded on the ASX and NSX.

Michael Hill has been running a transformation journey to completely change their operating paradigm and put the customer first at the very beginning, from production to fulfilment. The company had 500,000 customers in their loyalty program database; they wanted to be customer centric, and have a better way to manage and keep customers happy. The company wanted to increase visibility across its supply chain and availability of inventory, and increase efficiency in its shipping and warehousing processes to architect the retail experiences it envisaged.

Solution

The company started their journey in 2016, embarked upon multiple digital and physical initiatives to meet the demands of a modern-day customer. Michael Hill chose Microsoft Dynamics 365 Commerce as a solution and worked with DXC Technology and Microsoft to build a digital retail operations platform with end-to-end, multichannel capabilities and connected processes. The solution was implemented in 2017–2018 across all three countries using Modern POS for front end and Dynamics 365 Finance and Operations for back end, using the Microsoft FastTrack ...