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SB Soft case study

Solution built on Microsoft Dynamics 365 enhances customer insights

Looking for greater customer visibility and scale

Luxury brand Stefano Ricci needed a scalable solution that would provide insights into customer experiences and monitor sales associates’ performance.

A retail solution based on Microsoft Dynamics 365

SB Soft's CRM4Retail, integrated with Microsoft Dynamics 365, lets companies achieve a 360-degree view of the customer journey and more.

Success and satisfaction with an omnichannel approach

With CRM4Retail, Stefano Ricci enhanced visibility into its customers and improved the performance of sales associates.

SB Soft helps bring Microsoft Dynamics 365 to retail, fashion, and luxury markets

Founded in 2005, SB Soft is a premier applications company and Dynamics 365 partner that specializes in the delivery of Dynamics 365 Customer Engagement for the retail, fashion, and luxury markets. SB Soft's CRM4Retail solution is installed across more than 70 countries worldwide, assisting more than 2,500 shops and 10,000 sales associates.

CRM4Retail utilizes Microsoft Power BI Pro for reports, Dynamics 365 Customer Engagement for data collection, and Microsoft PowerApps for data integration. It also employs Microsoft Azure, using Azure Virtual Machines for server hosting, Azure SQL Database for its customer database, Azure Machine Learning for predictive analytics, and Azure SQL Data Warehouse for its analytics engine.

CRM4Retail gives companies a 360-degree view of their customers. It does this by importing sales data from third-party applications, through API exposure, and by executing calculation algorithms to create clusters, obtain predictive recommendations on marketing actions, enhance upselling and cross-selling, and cleanse customer master data.

Upgrading processes at Stefano Ricci

Stefano Ricci was storing data in different applications, which led to chaotic results when trying to analyze customer and sales information. CRM4Retail offered consolidation and greater control.

Having customer information stored inside Dynamics 365 allows Stefano Ricci to apply advanced statistical algorithms to the data, unlocking insights into customer interests. With greater awareness of its customers, Stefano Ricci can offer each one a unique and personalized experience.

Stefano Ricci now has access to performance tuning and data optimization with SQL Server on Azure, and it can use Power BI to divide store reports by country or region.

"Thanks to CRM4Retail, we can monitor the customer journey and improve client associates' performance," said Andrea Sbisà, Global IT Manager, Stefano Ricci.

“Our mission is capturing value from data and reimagining retail to make what seems impossible happen. Dynamics 365, Azure AI, Power BI, and all other Microsoft tools used made this solution ideal for retail.”

—Luca Batelli, Sales Director, SB Soft

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