Riyadh Retail Group — Dynamics 365 CRM

The challenge

Customer data was spread across store systems, a call-centre tool and individual spreadsheets. Previous CRM attempts had stalled because frontline staff saw the system as extra admin rather than a tool that helped them.

Our solution

• Dynamics 365 Sales and Customer Service configured around store and call-centre workflows
• Arabic and English user experience
• Integration with POS and the e-commerce platform
• Structured change management with store-level champions
• Adoption dashboards reviewed weekly with leadership

“Their change management approach was exceptional. We had 200 staff across 4 locations — the adoption rate was above 90% within the first month.”— Khalid Al-Rashidi, IT Director, Riyadh Retail Group

The results