With Dynamics 365, Natura imbues its service with robustness and tightens its relationship with its customers
公司规模
Large Corporate
地区
- America
- Europe
国家
- Brazil
产品
- Azure
- Dynamics 365 Customer Service
- Microsoft Teams
技术栈
- SaaS
- Cloud-based applications
- AI-driven insights
实施规模
- Enterprise-wide Deployment
影响指标
- Productivity Improvements
- Customer Satisfaction
- Digital Expertise
技术
- 平台即服务 (PaaS) - 数据管理平台
- 分析与建模 - 预测分析
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 零售
适用功能
- 商业运营
- 销售与市场营销
用例
- 过程控制与优化
- 远程协作
服务
- 云规划/设计/实施服务
- 系统集成
- 培训
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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