Digitization of customer data management

Digitalisierung des Kundendatenmanagements

Zubi centralizes customer data management with Dynamics 365 from Online

Zubi, a pioneer in the specialist shoe and sporting goods retail sector in eastern Switzerland, has made significant progress in digitalization by implementing Microsoft Dynamics 365. With its headquarters in Herisau and sales via various online channels as well as in eight physical stores, the company offers shoes, clothing and equipment for sport and leisure.

The SPOT (Single Point of Truth) project implemented with Online has led to an optimization of customer relationship quality and a solid basis for improved customer understanding. Thanks to the introduction of Dynamics 365 for Sales in conjunction with the internal zubito application, customer data is now consistent, transparent and centrally managed. This marks a decisive step in digitization and enables the company to gain a clear overview of customer relationships and make processes more efficient.

The solution

  • The implementation of Dynamics 365 for Sales, supplemented by Azure Service Bus interfaces to the zubito application, established a centralized system for contact management. This system is characterized by a range of powerful functions and robust security mechanisms.
  • The use of standard functions such as duplicate rules, Outlook email tracking and role-based apps enables efficient and user-friendly management of contact data. Automatic detection and highlighting of potential duplicates and email tracking directly from Outlook ensured smooth communication.
  • Field security profiles and role-based forms were used to protect sensitive information and ensure that only authorized users have access to critical data.
  • PowerApps are used to record new contact data in order to simplify and speed up data maintenance and updating.

How Zubi benefits from digitalization

  • The platform provides the internal sales team with a comprehensive and seamless overview of customers. With the integration of address data, order information and recent interactions, Dynamics 365 provides a complete view of customer relationships.
  • The advantages of this implementation extend far beyond the mere merging of data. Dynamics 365 supports you with intelligent functions that ensure the precision and consistency of all data. Thanks to the intuitive user interface, navigation and operation are effortless, while functions such as direct e-mail tracking from Outlook make everyday work even easier.
  • By linking Dynamics 365 with the in-house zubito application via Azure Service Bus, a smooth flow of information between the systems is guaranteed. This seamless integration ensures more efficient workflows between different areas of the company, which increases productivity and improves the customer experience.
  • The implementation of PowerApps significantly improves the capture of new contacts by allowing users to focus on entering relevant data. This not only promotes efficiency, but also minimizes errors.

«The introduction of Dynamics 365 and its seamless integration into our zubito application marks a decisive step forward in the optimization of our data management. It has not only improved the way our teams access and manage customer data, but also represents a significant step in our digital transformation. This allows us to understand our customers’ needs more deeply, offer a more tailored service and process data with greater speed and efficiency.»

Mathias Lämmler

Business Process Owner, Deputy Head of E-Commerce, zubischuhe.ch AG

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