A leading Canadian pharmacy retailer is betting on Microsoft Dynamics for Retail to manage all its retail operations, from its headquarters down to the point of sale (POS) devices in stores.

The Jean Coutu Group employs more than 19,000 people and operates a network of more than 400 franchised stores in the Canadian provinces of Québec, New Brunswick and Ontario under the banners of PJC Jean Coutu, PJC Clinique, PJC Santé and PJC Santé Beauté. Besides running these retail operations, PJC also responds to the needs of its franchise network by providing an array of technical and professional Relevant Products/Services support services, as well as the supply, warehousing and delivery of products.

The Jean Coutu Group needed a new, integrated customer Relevant Products/Services relationship management (CRM Relevant Products/Services) system and related applications to manage its retail operation because its current system was reaching the end of its life. The company was looking for one solution to cover the whole spectrum of retail operations.

A RoleTailored Experience

As the selection process began, managers discovered that one solution for all their needs was nearly impossible to find, and they decided to consider two solutions: one for the retail headquarters and store management, and one for point of sale. However, after they found that Microsoft Dynamics AX for Retail would meet all of its needs with one solution, the decision was made.

The Jean Coutu Group chose Microsoft Dynamics for its familiarity and flexible architecture that makes it possible to give people what they call a RoleTailored experience. RoleTailored is an element of the solution that serves up relevant information based on the user’s role.

The company will deploy Microsoft Dynamics AX to more than 400 stores, encompassing 3,000 POS systems and 11,500 devices, with implementation to start in 2014.

“We knew we wanted a system that we could scale for future growth and [at the same time] give people across the company the information they need to do their jobs. Microsoft Dynamics provides that flexibility along with an easy, familiar interface,” said Alain Boudreault, vice president and chief information officer for the Jean Coutu Group. “This will help us better serve our customers now and in the future.”

Full Cross-Channel Control

Microsoft Dynamics AX for Retail gives JCG a single commerce run-time engine with full visibility and management control across channels, as well as cross-channel scenarios, like buy-online and in-store pick-up. The solution makes possible retail channel integration with online marketplaces and drives new opportunities for sales, customer interaction and feedback.

“The fact that Microsoft is providing us with an end-to-end solution makes it so much easier to envision our future technology plans and the future of our retail business Relevant Products/Services,” Boudreault said. “We are also considering deploying Windows tablets as part of our overall mobile Relevant Products/Services POS strategy and are excited at the potential Microsoft can bring.”