Customising the Customer Journey

Using Dynamics 365 in the Retail Sector

Delivering sustainable competitive advantage through a customised, informative and engaging Microsoft Dynamics 365 customer shopping solution.


In the retail industry, supporting customer demand, while managing the supply of goods to customers and preserving the business-to-customer relationship is paramount.

To fulfil customer needs and attract new customers in the process, retailers must keep up with changes in customer buying habits and trends.

Our Client, a dynamic European retail enterprise, needed an intuitive, engaging and informative solution that would make the shopping experience fun and rewarding and ultimately deliver a sustainable and competitive advantage. لعبه الباصره

Client Requirement

Our Client was facing challenges with their store operations and their ability to track inventories in real time. The use of a number of disparate and outdated systems to collect and analyse various types of data from each customer held them back from delivering outstanding, efficient and product-centred customer service, and building customer loyalty.

Osmosys could see that they needed a customised CRM solution to provide information on crucial trends, consumer behaviours, and patterns of sale by gathering and evaluating sales data. This would help them to collaborate customer information, formulate better strategies, take crucial decisions and develop customer programs to run an effective retail operation.

Our Solution

Osmosys designed a customised CRM solution to help with all the stages of the sales process, while enabling strategic planning decisions to market goods and services proficiently. With Microsoft Dynamics CRM, our Client was able to effectively organise and record of their engagement with customers from the pre-sales process through to converting into an active account before managing the customer details from that point onwards.

Working hand in hand with our Client, our team developed an intuitive back-end user interface to process a wide range of data on shopping behaviour. Customers would be able to see their overall rewards progress and sales executives could begin to look at patterns of behaviour to focus on providing shoppers with tailored information and offers based on their interests and buying patterns. This holistic view of the customer was seen as essential in making them feel more connected and loyal towards the brand.


By enhancing task and data processes, our Microsoft Dynamics CRM solutions allowed our Client to offer its customers the very best customer service thanks to enhanced operational efficiency and data management.

New customised dashboards and views for management reports offer a graphical representation of sales data, making it easy to understand at a glance while tracking the performance of the team members. مصطلحات سباق الخيل  

A 360-degree-view of the customer enables our Client to deliver a multi-channel customer experience, with access to their transaction history. Teams can look at common data and use the CRM analytical tools to better understand patterns of behaviour, before sending relevant communications to them for a much more rewarding and tailored customer experience.

If you’d like to find out more how we could help add value and efficiencies to your business, get in touch with us today.

Osmosys has supported a variety of Clients across many industries since 2004. Working with our Business Partners, we have expanded into new countries and regions around the world, delivering innovative and tangible solutions for a variety of real world and business challenges.

As Microsoft Gold Partner and with 125+ strong experts, we pride ourselves on offering exceptional consultancy and customer service to ensure that we scope and design solutions that will add tangible benefits to your business for the short and long-term. Importantly, our ongoing support aims to ensure that the key people in your organisation can understand, use and apply your technology and solutions for short and long-term value, ensuring that you gain the maximum advantage from your IT spend.

Our Leadership

Our Management team has exceptional international and industry experience having delivered hundreds of successful Projects around the world. Their knowledge of commercial needs, combined with in-depth industry and technological expertise, ensures that we can provide innovative solutions to add real value to our Clients’ businesses.

Medida Srinivas

Chairman & Founder

Srinivas has spent his whole career designing and developing software, systems and applications. He founded Osmosys in 2004 and has gone onto expand the business around the world through his unceasing focus to design brilliant IT solutions that deliver value for his Clients. The year 2019 marks the opening of Osmosys UK to serve and support the growing Client base in Europe. Srinivas is also the innovator behind most of our products and enjoys building new solutions to the betterment of various services.

Dinesh Madireddy

Chief Operating Officer

Dinesh is a senior consulting leader with more than 20 years of experience in delivery management, practice management, consulting, service delivery and solution sales in large, mid-size and start-up organizations with focus on client relations and value-adds. He is a Thought Leader focused towards building and retaining high-performing cross-technology teams, practice areas with proven record of influencing change within People, Process and Technology.

Nick Jordan

Director of Operations

Nick has over 20 years of experience working in global multinationals, running his own consulting company and in start-ups. He has held senior leadership roles in US, European and British financial services companies, as well as in consulting, technology and manufacturing firms, where he had global responsibilities for sales, relationship management, strategy, business development, product management and operations.

Mark Llewellyn

Director of Technology

Mark is an accomplished Microsoft MSC Consultant and D365 Digital Architect, with extensive experience in Digital Transformation consultancy, and overseeing its successful implementation and delivery to improve business outcomes. He is well versed in providing leading edge technological solutions across a number of industries, including financial services, governmental organisations and not-for-profits, as well as top global branded commercial corporates.

Madhavi Kolagani


Madhavi holds an Engineering degree in Computer Science and Engineering from Osmania University in India. She worked with Tata Consultancy Services, AT & T – New Jersey and Sierra Atlantic before co-founding Osmosys in 2004. Her experience includes database design and administration of Oracle and SQL Server databases. She has handled medium / large scale applications for clients in India and US in technologies like Oracle forms, PHP and Cake PHP.