Ste. Michelle Wine Estates crafts luxury customer experiences with Dynamics 365 Commerce

Ste. Michelle Wine Estates crafts luxury customer experiences with Dynamics 365 Commerce


(gentle upbeat music) – Ste Michelle Wine Estates
is the third largest premium wine company in the United States. We make and produce what we consider some of the best wines in the world. Deepening that connection
between the consumer and our winery and our wine
is really critical to us. There are about 4000 wineries that exist in the United States. And then you’re also competing
with all the wineries in Italy, France, the rest of the world. – How do we get consumers
to pick up our wine? Our challenge is not the
first time they buy our wine. Our challenge is to get
them to buy it twice, three times, four times, really have loyal consumers
in the years to come. We have an edge because we have all of our amazing properties across the US. Starting with Chateau Ste Michelle, where we have close to
half a million people visiting us every year. Our properties in Napa, where
we have hundreds of thousands of people coming to us
and who want to engage with our brands, who want
to taste our products. – Having technology to support a remarkable
guest experience is critical. Dynamics 365 Commerce will allow us to see a 360 degree view. We’ll be able to see if
they purchased online, at one of our other properties. We’ll be able to see if they’re a member of one of our clubs. And we’ll be able to curate a much more customized guest experience. The other thing is really
creating that wow factor. You can use Dynamics 365 for line busting. You can use it for mobile POS
throughout the tasting room. By the time you get to the front door, our goal is that we will have
your wine waiting for you. We’re really also focused
on how can we attract and convert guests through
the digital channels. – If we’re able to double our share of direct to consumer, we’ll be unlocking tens
of millions of dollars. Dynamics 365 Commerce is a key step. – We’ve been very passionate about creating a great
guest services experience. What we’ve done is partnered
with Microsoft on AI and data science and programming
to bring that together and give that seamless,
frictionless experience to our consumer. (gentle upbeat music)

Author: Stephen Pender

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