A Connected Retail & Ecommerce Platform, Powered by Dynamics 365
Whether you sell online, in-store or across multiple channels, Dynamics 365 and Power Platform help you connect customers, orders and operations into one consistent view.
Sound familiar?
Common challenges facing retail and ecommerce businesses selling online, in-store or across multiple channels.
Orders spread across systems
Storefront, marketplace and phone orders live in separate systems, making a single order view difficult.
Inventory visibility is poor
Disconnected stock data leads to overselling, delays and manual reconciliation between channels.
Customer data is fragmented
Purchase history, support cases and marketing preferences sit in different systems, limiting personalisation.
Support teams lack context
Without a connected view of orders and history, resolving enquiries and returns takes longer than it should.
Online and in-store don't connect
Physical stores, POS systems and online channels operate independently, making it hard to see a single customer or transaction view.
A complete platform for retail & ecommerce businesses
Dynamics 365 can be configured to support the full range of retail, ecommerce and customer engagement processes, whether you trade online, in-store or through multiple channels.
Order Management
A single connected view of orders across storefronts, marketplaces and channels, from purchase to delivery.
Inventory & Fulfilment
Connected inventory, warehousing and fulfilment processes across channels with Business Central and Dynamics 365.
Customer Engagement
A unified customer profile combining purchase history, preferences, service interactions and loyalty.
Marketing & Personalisation
Segmentation, journeys and personalised communications driven by purchase and browsing behaviour.
Customer Self-Service
Power Pages portals where customers can track orders, manage returns and update account details.
Returns & Customer Service
Case management, returns processing, knowledge management, queues, routing and SLAs.
Multi-Channel & Marketplace
Connected data across web storefronts, marketplaces, retail stores and phone/email sales channels.
Reporting & Insight
Power BI dashboards covering sales, inventory, fulfilment performance and customer behaviour.
Point of Sale (POS) Integration
Connect in-store POS systems with Dynamics 365 for a joined-up view of customers, transactions and loyalty across online and physical stores.
Managing the customer journey
A customer's relationship with a retail or ecommerce business spans discovery, purchase, delivery and ongoing engagement — whether that purchase happens online, in-store or on a marketplace. A connected CRM can support this journey end to end.
Customer browses products or receives marketing communications.
Order is placed across a storefront, marketplace or sales channel.
Inventory, warehousing and delivery processes are triggered.
Enquiries, returns and service requests are managed centrally.
Personalised marketing and loyalty drive repeat purchases.
Dynamics 365 can provide a relationship layer across this journey while integrating with specialist ecommerce and fulfilment systems.
Power Platform, Azure & AI for ecommerce
Dynamics 365 provides the CRM foundation, while Power Platform and Azure extend the platform to support customer self-service, automation and insight.
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Power Apps & Power Automate — tailored applications and automated order, fulfilment and returns workflows.
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Power Pages — secure self-service portals for order tracking, returns and account management.
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Power BI — dashboards covering sales, inventory, fulfilment performance and customer behaviour.
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Azure & AI — integration, data processing and Copilot-enabled assistants for customers and staff.
A connected platform for your business
Rather than implementing separate systems for every function, Dynamics 365 and Power Platform provide a connected technology foundation.
Customers
Dynamics 365 → Browse → Purchase → Support → Retention
Orders
Business Central → Inventory → Fulfilment → Delivery → Returns
Marketing
Customer Insights → Segmentation → Journeys → Campaigns → Loyalty
Leadership
Power BI → Sales → Inventory → Fulfilment → Insight
Integrating Dynamics 365 with retail & ecommerce systems
Retail and ecommerce businesses often have specialist storefront, point-of-sale, payment and fulfilment systems that should continue performing their existing functions. Dynamics 365 can provide an engagement and relationship layer while specialist systems remain the system of record.
Potential integration technologies: Azure Functions · Azure Service Bus · Azure Logic Apps · Azure API Management · Azure Storage · Azure AI Services
Loyalty, membership & subscription management
Many ecommerce businesses operate loyalty programmes, paid memberships or subscription services alongside standard transactions. Dynamics 365 and Power Platform can support the CRM and operational processes around these relationships.
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Loyalty programme integration — connect loyalty account, tier and rewards information with customer service and engagement.
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Subscription & recurring relationships — support enquiries, renewal reminders and account changes for subscription customers.
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Member & customer portals — Power Pages portals for account enquiries, order tracking and membership information.
Already using Dynamics 365?
We can assess your existing environment and identify opportunities to improve it. Common challenges include:
Our Dynamics 365 assessment can review your architecture, configuration, integrations, data, security, automation and user experience.
Dynamics 365 implementation for retail & ecommerce businesses
We provide end-to-end Dynamics 365 implementation services tailored to ecommerce and online retail businesses.
Discovery
Understand your business, channels, processes and objectives.
Requirements
Document functional and technical requirements and process improvements.
Solution Architecture
Design the Dynamics 365, Power Platform and integration architecture.
Build & Migrate
Configure, develop, integrate and migrate data from existing systems.
Go-Live & Support
Testing, training, go-live and ongoing support as your business evolves.
Example ecommerce use cases
Illustrative examples of how Microsoft technologies can support common ecommerce requirements. The precise solution depends on your systems and processes.
Connect your storefront with Customer Service
Synchronise customer and order data so service teams can handle delivery enquiries, returns and complaints with full context.
Automate returns & refund workflows
Capture return requests, assign responsibility, track progress and coordinate updates with connected payment and order systems.
Build a customer self-service portal
Provide a secure digital channel for customers to submit enquiries, track cases and access account information.
Integrate customer data across channels
Connect customer information from storefronts, marketplaces and stores to support consistent service and reporting.
Automate operational workflows
Use Power Automate and Power Apps to digitise internal requests, approvals, exception handling and checklists.
AI-assisted employee support
Use approved knowledge sources and AI capabilities to help staff find procedures and access relevant information quickly.
Why choose MS Dynamics Consulting?
Microsoft Dynamics 365 expertise
We specialise in Dynamics 365, Dataverse, Power Platform and Azure.
Ecommerce & retail experience
Order management, fulfilment, customer engagement and multi-channel-focused solutions.
Engineering-led consultancy
Functional consulting combined with hands-on technical architecture and development.
Integration expertise
Connecting Dynamics 365 with ecommerce platforms, payment gateways, finance and fulfilment systems.
AI & modern technology
Practical applications of Copilot, AI agents, Azure OpenAI and intelligent search.
UK-based consultancy
Consulting, implementation, development, integration and ongoing support.
Explore related Dynamics 365 services
Combine industry expertise with our core Dynamics 365 services.
Frequently Asked Questions
Ready to simplify your operations?
Whether you're starting fresh or improving an existing system — our Microsoft-certified consultants are here to help. No obligation, no hard sell.