With Dynamics 365, Natura imbues its service with robustness and tightens its relationship with its customers
Customer Company Size
Large Corporate
Region
- America
- Europe
Country
- Brazil
Product
- Azure
- Dynamics 365 Customer Service
- Microsoft Teams
Tech Stack
- SaaS
- Cloud-based applications
- AI-driven insights
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
- Digital Expertise
Technology Category
- Platform as a Service (PaaS) - Data Management Platforms
- Analytics & Modeling - Predictive Analytics
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Retail
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Process Control & Optimization
- Remote Collaboration
Services
- Cloud Planning, Design & Implementation Services
- System Integration
- Training
About The Customer
Natura is a prominent Brazilian cosmetics multinational founded in 1969 in São Paulo. It has grown from a small factory to the largest Brazilian cosmetics company with a presence in seven Latin American countries, as well as France and the United States. Natura employs 7,000 people and has a network of 1.7 million consultants, serving approximately 100 million consumers. The company is known for its commitment to well-being, environmental, economic, and social awareness, and its philosophy emphasizes harmonious relationships with individuals, others, and nature. Innovation is a core part of Natura's DNA, and the company continuously seeks to enhance its customer service and strengthen its relationship with customers and consultants.
The Challenge
Natura, a leading Brazilian cosmetics multinational, faced the challenge of developing a robust customer service system that could integrate with its legacy platforms while providing higher availability and flexibility for future solutions. The company needed a centralized service system that could simplify the development of future processes and enhance its relationship with customers and consultants. The existing system required improvements in productivity and efficiency, and Natura sought a solution that could address these needs while maintaining its commitment to environmental, economic, and social awareness.
The Solution
Natura partnered with Microsoft, Accenture, and Avanade to develop a new service system based on Dynamics 365 Customer Service. This centralized single-channel service integrated with Natura's legacy platforms, providing a robust system that simplified the development of future processes. The solution included a chatbot, 'Nat,' which represented the company's culture and enhanced the connection with consultants. Dynamics 365 offered a comprehensive view of the organization, real-time insights, and AI-driven predictive capabilities. The platform was customized with Azure, Microsoft's Cloud platform, to meet Natura's industry-specific needs. The deployment was conducted remotely via Microsoft Teams, involving extensive training and testing to ensure a seamless transition.
Operational Impact
Quantitative Benefit
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