Threads, a UAE-based retail company, struggled with system access, data visibility, and performance while using its on-premises legacy solution.
To modernize and future-proof its operations, Threads upgraded to Dynamics 365 Commerce with help from partner Intwo.
With this move, Threads improved system access, data-driven decision-making, retail flexibility, and laid the groundwork for future innovation.
Founded in 2010, Threads started out by supplying uniforms to educational institutions in the Middle East. Since then, it has grown to serve corporate clients, service industries, and special events across the region. With design teams in the UAE and UK, and buying offices in key global sourcing hubs, Threads now supports over 160,000 customers.
Initially, Threads relied on an on-premises solution but as the business expanded, the company looked for a more flexible cloud-based solution. The legacy system struggled with large data volumes, was harder to customize and had limited integration with newer Microsoft tools and third-party applications.
“One of the primary challenges we faced was the need to access our ERP system through a Remote Desktop Protocol (RDP) login, which added complexity and limited accessibility,” explains Mangal Sisodiya, IT Project Manager at Threads. “As a geographically distributed team, accessing systems remotely required connecting via a virtual private network (VPN), which often proved to be slow, unreliable, and a source of frustration for users.”
The Threads team recognized the need for a modern ERP solution that could support the organization’s evolving operational and strategic demands. Microsoft Dynamics 365 emerged as the ideal choice—offering a cloud-based platform with the scalability, security, and accessibility essential for sustainable growth. Its intuitive interface, enhanced performance, seamless upgrades, and deep integration with tools like Microsoft Power BI, SalesForce CRM, Magento, and Tagetik positioned it as a future-ready solution. “We saw a clear opportunity to streamline operations, reduce maintenance overheads, strengthen compliance, and deliver a faster, more intuitive experience for both employees and customers,” notes Sisodiya.
With the platform selected, the next critical step was identifying the right implementation partner—one with the expertise, local presence, capability, and contextual understanding to ensure success.
“Partnering with Intwo has been a true substance for transformation at Threads. The seamless upgrade to Microsoft Dynamics 365 Commerce has unified our ERP, CRM, and e-commerce platforms—empowering our teams with real-time insights and driving smarter, faster decisions,” explains Latesh Radhakishen, Managing Director at Threads. “This integration has not only elevated operational efficiency but also strengthened our ability to deliver more personalized, data-driven experiences for our customers. With this foundation in place, we’re ready to accelerate innovation through AI, analytics, and digital retail excellence.”
With Intwo’s guidance, Threads planned an eight-month project timeline for migrating to Dynamics 365 Commerce. This included four tracks: the upgrade of its enterprise resource planning (ERP) system and integrations with three other systems—e-commerce, customer relationship management (CRM) and Power BI reporting.
Threads and Intwo initiated the project with a comprehensive review of existing workflows to identify areas for optimization and process improvement. “The Intwo team brought a wealth of insight and thoughtful recommendations that challenged us to reimagine our operations,” reflects Sisodiya.
As part of the implementation, the team also addressed several business-specific requirements through targeted customizations. “One such requirement was the need for an A4-format tax invoice, which Microsoft confirmed was not natively supported in Dynamics 365,” explains Sajith Kumar, Senior Project Manager at Intwo. “We took this as an opportunity to deliver added value—developing a fully customized solution that exceeded expectations. The client was genuinely impressed with the outcome.”
Threads also had to plan deployment carefully. At the time, Threads was operating seven retail stores in the UAE and one in Qatar and couldn’t afford disruptions to point-of-sale, billing, or e-commerce systems. To avoid downtime, the team devised a workaround that kept customer-facing operations running while back-end systems were migrated.
In parallel, they developed contingency plans. “We prepared different business scenarios—if something fails, what’s the backup? What can we rely on in that case?” recalls Sisodiya.
Security was another key consideration throughout the implementation process. “We needed strong security measures—including data encryption, role-based access controls by department and user, and built-in compliance features,” says Sisodiya. “Intwo and Microsoft delivered with advanced security capabilities, regular updates, and dependable ongoing support.”
From the outset, Threads made user confidence the top priority. “We were very clear that the User Acceptance Testing (UAT) had to proceed smoothly for the system to go live,” Sisodiya adds. The team continued testing until users confirmed that Dynamics 365 functioned exactly as expected—only then did they move forward with go-live.
To facilitate a smooth transition, Threads adopted a train-the-trainer approach—equipping key users with the necessary knowledge and skills so they could effectively cascade training within their respective teams. This strategy was reinforced with practical, hands-on sessions, role-based workshops, comprehensive user manuals, and continuous support to ensure user confidence and comfort with the new system.
“We ensured that superusers engaged in extensive practice and closely monitored adoption on a daily basis. The transition was seamless because users quickly recognized the tangible value of the solution,” explains Kumar.
Another critical enabler of successful adoption was the high level of visibility and transparency Intwo maintained throughout the project lifecycle. From detailed timelines and issue tracking to change requests and overall progress, Threads had continuous access to every aspect of the implementation.
“Intwo brought not only a highly capable technical team and exceptional service, but also something especially important to me—outstanding documentation,” says Sisodiya. “As a project manager, I could log in at any hour—even midnight—and instantly access real-time updates, open issues, and our progress against the plan. That level of transparency significantly streamlined internal reporting, especially with the board. It was a stark contrast to our experiences with previous partners—and it truly made a difference.”
In February 2025, the solution went live. “Intwo planned to deliver in eight months—and they did. That’s unbelievable,” Sisodiya highlights. “It’s rare that you revamp four core retail systems and stay on schedule.”
End users experienced immediate improvements in their day-to-day operations. “Compared to our previous system, the modern interface of Dynamics 365 is significantly faster, more intuitive, and easier to navigate,” notes Sisodiya. “Accessing the platform from anywhere is seamless. Previously, even routine tasks—like resetting expired passwords—could become operational bottlenecks, sometimes consuming hours or even an entire day just to regain access.”
The implementation also brought transformative changes to operational efficiency and product visibility. With near real-time inventory updates and accelerated data processing, Dynamics 365 enabled faster, more streamlined workflows.
“Sales order processing has improved dramatically—we can now upload 1,000 orders instantly, a capability we simply didn’t have before,” Sisodiya adds. “Even deactivating non-retail products is now a matter of a few clicks, replacing our old workaround of tagging items with a ‘do not use’ note and relying on retail teams to notice. The new system has eliminated guesswork and improved accuracy across the board.”
“Intwo planned to deliver in eight months, and they did. That’s unbelievable. It’s rare that you revamp four core systems and stay on schedule.”
Mangal Sisodiya, IT Project Manager, Threads
15 servers replaced—costs cut, cloud powers growth.
Shifting away from on-premises servers has also reduced the burden and cost of system maintenance. “We used to manage 15 physical servers, which required constant upkeep,” says Sisodiya. “Now, by hosting on Microsoft Azure, we have consolidated everything under a single subscription, and we’ve significantly cut costs by eliminating all that hardware.”
The move to a cloud-based infrastructure significantly improved visibility across operations. “With Dynamics, we now have real-time access to data for financial reporting and inventory management,” says Sisodiya. “Previously, we had to rely on slow, batch-based processes, which delayed decision-making.” Now, teams can monitor key metrics instantly, track inventory levels with precision, and generate up-to-date financial reports with ease. The platform also supports advanced analytics and AI-driven insights, giving Threads a much clearer view of the business at any given moment. Threads will soon also pair the platform with Power BI. “That will be a game changer for us since managers and finance directors can access reports easily to use in daily decision making,” wraps up Sisodiya.
“Now, by hosting on Microsoft Azure, we have consolidated everything under a single subscription, and we’ve significantly cut costs by eliminating all that hardware.”
Mangal Sisodiya, IT Project Manager, Threads
Finally, the transition brought peace of mind to the Threads team. “Now that we’re fully hosted on Microsoft Azure, we feel much more confident in our security posture. Azure is robust, scalable, and well-managed,” shares Sisodiya.
Ultimately, the greatest beneficiaries of Threads’ transition to Dynamics 365 are its customers. The enhanced system has enabled a smoother, faster, and more responsive customer experience—driven by improved order processing, real-time inventory visibility, and the ability to deliver highly personalized service.
“We now have a comprehensive view of each customer’s history, behaviour, and preferences,” shares Sisodiya. “This empowers us to tailor our communications, recommend the most relevant products, and align inventory with actual demand. It’s a far more intelligent, connected, and customer-centric experience—one that truly reflects the modern retail standard.”
“We now have a comprehensive view of each customer’s history, behavior, and preferences. This empowers us to tailor our communications, recommend the most relevant products, and align inventory with actual demand.”
Mangal Sisodiya, IT Project Manager, Threads
With a modern ERP foundation firmly in place, Threads is now setting its sights on the next wave of retail innovation. The company is actively developing enhanced capabilities within Dynamics 365, including features like self-checkout, digital gift vouchers, flexible percentage discounts, and bundled promotional offers—all seamlessly integrated into the core platform.
Looking further ahead, Threads is exploring the transformative potential of artificial intelligence (AI). By leveraging native AI capabilities within Dynamics 365, the company aims to streamline cross-functional workflows and unlock deeper, data-driven decision-making. “AI presents immense potential to simplify and optimize processes across departments,” says Sisodiya. “We’re only just beginning to tap into what’s possible.”
More than just a system upgrade, the move to Dynamics 365 has fundamentally reshaped Threads’ delivery mindset. “Working with Microsoft and Intwo has made us more agile, more connected, and more forward-thinking,” Sisodiya reflects. “Today, every part of our business talks to the other—unlocking new possibilities we couldn’t have imagined before.”
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Intwo is a global cloud solutions provider that leverages Microsoft tools to help companies unlock new growth and achieve more. The company has worked with over 1,000 customers across 40 countries to date.
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