DynamicWeb helps retailers simplify e-commerce and boost bottom lines with Microsoft solutions

If you‘re a retailer trying to set up your e-commerce site, you might struggle to integrate your online storefront with back-end systems. Existing solutions like inventory, customer relationship management, and financial operations sometimes don’t talk to each other. This disconnection leads to inefficiencies and, ultimately, an unsatisfying customer experience. E-commerce isn’t just an online extension of physical stores; it's something that can drive businesses further. For that, you would need a comprehensive business solution.

Enter DynamicWeb. With over 20 years of experience and more than 12,000 websites developed, DynamicWeb helps retailers simplify their operations and transform their businesses. "When we started to design our e-commerce solution, we went back and analyzed what our customers—merchandising directors, chief operating officers, and store managers—in the retail industry were saying," shares Puspak Patro, Chief Executive Officer (Asia Pacific) at DynamicWeb. As such, DynamicWeb’s solution addresses the gaps in how businesses manage the entire customer journey.

Empowering e-commerce

Most businesses are satisfied when they see a high conversion rate, meaning customers enter a website and ultimately purchase a product or visit a physical store—at this point, most retailers consider the transaction fulfilled and close the loop. That is where DynamicWeb comes in.  

“We've noticed that many solutions in the market stop at the point of sale, considering the customer journey complete. However, at DynamicWeb, we believe this only covers 60% of the experience. Therefore, we extend our solutions to include post-sale service,” Patro adds.

DynamicWeb enables retailers to manage refunds, reward consumers with loyalty points, address damages, and provide customer service. The company also enables retailers to conduct net satisfaction surveys, analyze results, and optimize their services to improve customer experience, aiding in retention and upselling.

The solutions provided by DynamicWeb are written in Microsoft .NET. It runs on Microsoft Azure and relies on Microservices-based, API-first, Cloud-native, and Headless (MACH) architecture. This enables DynamicWeb to deliver advanced solutions that are flexible and scalable to meet any retailer’s needs, spanning business-to-business (B2B) and business-to-consumer (B2C) e-commerce, mobile apps, marketplaces, and campaigns.

DynamicWeb offers an integrated suite that combines content management, e-commerce, product information management (PIM), data analytics, and marketing. By connecting the platform to an enterprise resource management (ERP) and financial system like Microsoft Dynamics 365, retailers gain a simplified e-commerce technology stack to manage operations efficiently. “Our philosophy is to simplify everything. By using an integrated Microsoft solution, we’re flattening the learning curve needed to use it effectively,” says Patro. “A centralized platform also means all data—including website, email, and marketing data—is captured in one place, making it a single source of truth for data analysis.”

Revolutionizing retail with real results

Many of DynamicWeb’s customers have seen positive results from the solution offered. One of them, BHG Department Stores in Singapore, overcame various systems spanning finance, e-commerce, retail operations, customer relationship management (CRM), and analytics. “For BHG, we created a seamless shopping experience for both offline and online customers—meaning we wanted to give full inventory access across stores and enable customers the freedom to shop anywhere, anytime,” explains Patro. 

DynamicWeb professionals service team in Asia project managed and set out to migrate multiple isolated systems in BHG Singapore into a single Microsoft Azure Platform—integrating Microsoft Dynamics 365 Business Central for finance, Dynamics 365 Business Central ISV for retail operation, DynamicWeb for e-commerce, Power BI for analytics, Microsoft Azure for hosting and security components, and Microsoft 365 for collaboration under a single user interface. “What would have taken us 10 months to change one system, took us only nine months for six. I’ve never done an implementation this extensive, this quickly,” says Patro.

As a result, BHG gained centralized data management, allowing it to effectively segment its customer base. By examining data pulled from the membership and loyalty programs, BHG could better understand the customers’ journey and run more effective promotional campaigns. The company saw a growth in customer basket size by 17% and purchase conversion rates by 3.5%. Jheeva Subramanian, former Chief Financial Officer of BHG Singapore, notes, "Since implementing DynamicWeb, BHG sales and order numbers has increased, and there was a 20% membership growth via the e-commerce platform."

Another example is New Hoong Fatt, a tire distributor that attempted to establish an online platform twice before turning to DynamicWeb. “After they decided to use the DynamicWeb platform running on Azure, New Hoong Fatt was able to process an impressive 1,200 customer orders per day. Per day,” Patro emphasizes. DynamicWeb’s solution enabled the tire distributor to seamlessly integrate and manage all its orders online, launch a loyalty program, and facilitate a rapid expansion into new markets.

DynamicWeb not only implements transforming e-commerce technology but also ensures that it is user-friendly. The company creates video exercises tailored to each customer's system, making training more accessible and efficient. Patro explains, "This way, anyone new can learn, practice in a sandbox environment, and then use the system."

Charting a bright retail future

Looking ahead, DynamicWeb plans to use cutting-edge technologies to further empower its customers. "We are focused on getting the most out of Microsoft's release of Copilot and Azure OpenAI Service," Patro explains. DynamicWeb aims to integrate more advanced, artificial intelligence (AI)-driven services to provide customers with sophisticated tools to redefine their growth strategies. Moreover, DynamicWeb plans to make its solutions more accessible. "We're also planning to put our solutions on the Azure Marketplace," Patro states. “This move will allow more retail customers to easily find and deploy our offerings and transform their operations.”