Round Room is the parent company of two major Verizon retail brands: TCC and Wireless Zone. Between its franchise and corporate-owned models, Round Room operates more than 1,200 stores nationwide, making it one of Verizon’s largest authorized retailers. Beyond wireless sales, the organization is deeply rooted in its communities, with philanthropic initiatives and programs designed to give back.

CUSTOMER PROFILE

Customer: Round Room, LLC is the parent company of TCC Wireless and The Wireless Zone, with over 1,200 stores in 43 states.

Industry: Wireless retail

Region: United States

Products and services:
Dynamics 365 Customer Insights-Journeys
Dynamics 365 Customer Insights-Data

SITUATION

After adopting Microsoft Dynamics 365 Finance and Supply Chain, leaders at Round Room saw an opportunity to expand their investment in the Microsoft ecosystem. The company had been using a separate SaaS platform for marketing communications, which meant customer data was siloed across its marketing and point-of-sale systems. By building on Dynamics 365, the team envisioned a way to unify and enrich customer data, automate marketing workflows, and deliver more personalized messages to customers across its retail network.

Round Room’s marketing operations spanned millions of customer records and thousands of daily interactions, from appointment scheduling to promotional campaigns. With Dynamics 365, the company’s leaders wanted to connect these touchpoints into a single, intelligent system that could support data-driven decisions and deeper customer engagement at scale.

SOLUTION

Round Room partnered with Sunrise Technologies to implement Microsoft Dynamics 365 Customer Insights – Journeys and Customer Insights – Data. Together, these applications give organizations a complete marketing and customer intelligence solution. Customer Insights – Data unifies information from across systems to create enriched customer profiles, calculates key measures, and provides real-time insights for segmentation and analytics. Customer Insights – Journeys builds on that foundation, enabling marketers to design automated, multi-channel campaigns that respond to customer behavior in real time, whether that’s a form submission, appointment booking, or product purchase. The project was also a major data cleanup and unification effort: consolidating customer records across systems, deduplicating, and enriching profiles with measures like device ownership, upgrade eligibility, and brand preference.

Highlights included:

  • Automated lead management to accelerate follow-up and simplify appointment scheduling.
  • Advanced audience segmentation, enabling more targeted, data-driven marketing based on richer profiles.
  • Custom coupon management extension to manage and track large-scale promotions more effectively.
  • Big data integration (via Azure Data Lake and MuleSoft) to handle millions of customer records and thousands of daily transactions.

OUTCOME

Now live with the new platform, Round Room has streamlined its marketing operations with Customer Insights. The unified customer profiles and improved segmentation let their teams identify opportunities more quickly and serve relevant messages to customers faster.

Today, Round Room is positioned to deepen customer relationships, increase marketing ROI, and continue its growth.