Macy’s uses Office 365 to empower employees to improve customer service

Dave W. Shanahan

Macy's, Office 365

With Microsoft’s Office event in New York City tomorrow, Microsoft is showcasing how companies are taking advantage of Office 365. Sue McMahon, group vice president of Retail Communication at Macy’s, shared her thoughts on how using Office 365 has helped improve customer service. Like so many other retail stores, customer service remains a top priority for Macy’s, and Office 365 helps Macy’s achieved their customer goals.

With the help of Office 365 and Microsoft Surface, McMahon remarked how Macy’s has been able to achieve a new level of customer service success by maintaining a more consistent customer experience in more than 700 stores in 45 states across the US.

“We’ve transformed our stores through technology by giving our leaders all the communication, information and data they need at their fingertips, without tethering them to a desk. By providing Microsoft Surface devices, we’ve made them mobile. By giving them Microsoft Office 365, we’ve enabled unprecedented collaboration and access to information, providing for ‘one version of the truth.’ Every device also has our own internal solution called MyStore, which we built in partnership with Microsoft to provide real-time KPI results and staffing levels. And through MyStore on their devices, managers now have single sign-on access to the more than 30 applications, reports and tools they use most often. With easy access to real-time results and vital information while out on the sales floor, managers are better equipped to coach and support associates, assist customers, perfect displays and make adjustments on the fly to maximize sales. We’re excited about what the future holds as we embrace other Office 365 capabilities.”

Macy’s is just one of the many Office 365 customers who are adapting to their customer needs on-the-fly in order to provide the best customer experience possible.