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CLIENT SUCCESS • INDUSTRY

What good looks like in Financial Services

Onboarding, member and customer experience, and the control environment that has to satisfy an examiner while the business tries to grow.

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SUCCESS STORIES

Four outcomes in Financial Services

Financial ServicesData, AI & Integration

Fifteen data sources into one lakehouse, and models that finish

A large member-owned credit union — United States

The challenge

A substantial data footprint was spread across more than fifteen disparate sources, which made personalised member experience impossible and slowed every business decision that depended on analysis.

What was done

Working with a Microsoft partner, data from all sources was centralised into a lakehouse on Microsoft Azure, becoming a single analytics platform for the institution.

89%Reduction in model run time
15+Sources centralised
1Analytics platform
  • More than fifteen disparate sources unified into one lakehouse.
  • Model run time cut by 89%, changing what analysis was practical.
  • Personalised member experience built on a complete data picture.
  • Business decisions informed by analytics rather than by extract reconciliation.
Microsoft AzureMicrosoft Fabric
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Financial ServicesBusiness Applications

One view of the member, on every channel

A regional credit union expanding beyond its home province — Canada

The challenge

Customer and loan data lived in multiple systems, tasks were unautomated, compliance processes were manual and loan approvals were slow. The telephony platform in use was being discontinued.

What was done

Dynamics 365 Contact Center with voice was deployed to bring live chat, voice and SMS into one experience, on top of an existing estate that already included Finance, Sales, Customer Service and Customer Insights.

3Channels unified
360°View of each member
FasterLoan approvals
  • Live chat, voice and SMS handled in one integrated experience.
  • Complete member view available during every interaction.
  • Advisors more productive on calls with context already in front of them.
  • Manual compliance steps and approval delays reduced.
Dynamics 365 Contact CenterDynamics 365 Customer ServiceDynamics 365 SalesDynamics 365 Customer Insights
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Financial ServicesBusiness Applications

Thousands of service interactions a day, forty per cent automated

A digital-first retail bank — Europe

The challenge

The bank promised a streamlined, personalised banking experience to nearly two million customers, but needed a cloud CRM that could turn its data into better customer journeys and handle service volume at scale.

What was done

Dynamics 365 Customer Service was implemented with Copilot in Customer Service and Copilot Studio, meeting omnichannel requirements and providing automated assistance across daily service volume.

40%Of processes automated
~2MCustomers served
1,000sInteractions handled daily
  • Omnichannel service delivered at the scale the customer base required.
  • Automated assistance handling a large share of routine interactions.
  • Communication with customers improved across marketing and service together.
  • A platform the bank continued to extend after the initial deployment.
Dynamics 365 Customer ServiceCopilot in Customer ServiceCopilot Studio
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Financial ServicesModern Work & Automation

Scaling scarce expertise instead of hiring it

A member-owned financial cooperative — Canada

The challenge

Administrative burden was consuming time that should have gone to members, and specialist expertise was concentrated in a small number of people who could not be everywhere.

What was done

Microsoft 365 Copilot was adopted across the organization, with Copilot Studio used both for out-of-the-box capability and for custom agents that made internal expertise reachable by more staff.

AllDepartments and roles
CustomAgents built in Copilot Studio
MoreTime supporting members
  • Administrative burden reduced across departments and roles.
  • Specialist expertise made reachable through custom agents.
  • Teams spending more time on member support and less on internal process.
  • Agentic capability developed on the same platform as everyday productivity.
Microsoft 365 CopilotCopilot Studio
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