Ste. Michelle Wine Estates Transforms Its Customer Experience

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Ste. Michelle Wine Estates Transforms Its Customer Experience

09/23/2019

Ste. Michelle Wine Estates, the third-largest premium wine company in the United States, and Microsoft Corp. plan to transform the way Ste. Michelle Wine Estates does business with an end-to-end omnichannel solution across physical and digital channels.

With three distinct consumer touch points — e-commerce, traditional brick and mortar, and loyalty programs such as wine clubs — Ste. Michelle Wine Estates was challenged by the complexity of the technology needed to provide a true 360-degree view of its consumer. To offer consumers the best possible experience, Ste. Michelle Wine Estates was seeking a single comprehensive consumer engagement platform capable of integrating distinct brands across all its direct-to-consumer sales channels.

Microsoft Dynamics 365 Commerce enables Ste. Michelle Wine Estates to offer a holistic consumer shopping experience.

For example, this new platform will provide a complete purchase history for every consumer across all three direct-to-consumer channels — e-commerce, brick and mortar, and clubs — and across the different brands in the Ste. Michelle Wine Estates portfolio. This will enable Ste. Michelle Wine Estates to custom-tailor product offerings to individual consumers and to offer individualized suggestions based on past purchases —across all brands and channels. The platform will also enable future convenient methods of fulfillment, such as mobile ordering for curbside pickup at a winery or on-site purchase with same-day courier delivery service to the home.

“We make and import the best wines in the world, but we need to do a better job of getting those wines into our customers’ hands,” said Joe Gregg, chief information officer, Ste. Michelle Wine Estates. “Matching Microsoft’s world-class technology with our world-class wines enables us to meet that challenge.”

“When I joined Ste. Michelle last year, I worked with our Senior Management Team to set forth a new strategic plan for our company. Building an omnichannel approach to marketing, selling and consumer engagement is a key pillar of our plan,” said Jim Mortensen, CEO and president, Ste. Michelle Wine Estates. “Our new strategic plan places the consumer at the center of everything we do, and Microsoft’s technology will allow us to make good on that promise by delivering a more seamless consumer experience.”

Dynamics 365 Commerce is a comprehensive omnichannel solution for retail and e-commerce companies that unifies back-office, in-store, call center and digital experiences.

Dynamics 365 Commerce empowers people in the organization to transform the customer experience — from the digital experiences that make shopping fun and rewarding to productivity and collaboration solutions to help retail employees provide outstanding customer service.

“Ste. Michelle Wine Estates has been a pioneer in the wine industry for more than 80 years,” said Lorraine Bardeen, general manager, Dynamics 365, Microsoft. “Commerce provides Ste. Michelle Wine Estates with the deep insights and advanced decision-making capabilities it needs to continue to modernize.”