Dynamics 365
Dynamics 365 Contact Center
Voice and digital channels through one routing engine, with AI self-service and in-conversation assistance for live agents.
Financial Services · Business Applications
One view of the member, on every channel
A regional credit union expanding beyond its home province, Canada. 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.
The situation
What the organization was dealing with
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.
Channel fragmentation in financial services is expensive in a specific way. A member who chats, then calls, then visits a branch is three conversations to the institution and one to themselves, and the gap between those two views is where dissatisfaction accumulates.
What was done
The work, and the part that was actually hard
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.
The trigger was practical rather than strategic — the existing telephony platform was being discontinued — which is how a great many contact centre modernisations actually start. What the institution did well was use a forced migration to consolidate channels rather than to replace like with like.
Results
What was published
These are the figures exactly as reported in the source. Nothing has been rounded, extrapolated or restated.
Channels unified3
View of each member360°
Loan approvalsFaster
What changed
- 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
Platforms involved
What each product was doing here
Dynamics 365
Dynamics 365 Customer Service
Case management with ownership, SLAs, escalation and knowledge — everything a shared mailbox structurally cannot provide.
Dynamics 365
Dynamics 365 Sales
Pipeline, relationship intelligence and forecasting, built to be maintained as a by-product of selling rather than as administration.
Dynamics 365
Dynamics 365 Customer Insights
Unifies customer or constituent records from several source systems into one profile, then orchestrates journeys that react to behaviour rather than to a schedule.
What transfers
If you were to attempt this
The lesson is opportunistic: a forced platform change is the cheapest moment to make a structural improvement, because the disruption is already budgeted.
Where it usually gets harder than expected: A 360-degree view is only as good as the least well-integrated source behind it. Loan origination data in particular tends to lag, and an advisor who sees stale information trusts the whole view less.
How we would take it on
Our approach to Business Applications work
1
Shadow the real process
We sit with the people doing the work and watch what actually happens, including every workaround. Process documents and reality are rarely the same thing.
2
Design against your own data
We prototype and show you your own records in it, not a demo company, before anything is built.
3
Go live in a contained phase
By site, by practice group or by service line — with the group that wants it most going first, to a fixed price.
4
Measure against the baseline
We report against the numbers agreed at the start, including where the result fell short of the target.
Recognise the problem?
If any of the above describes your organization, tell us where it hurts most. We will tell you what the same platforms could realistically do in your environment, what we would measure, and whether we think it is worth doing at all.
Talk to our teamMore Business Applications storiesWe reply to every message within one business day.
Related reports
Others you may want to read
Patient outreach that people actually respond toAlso in Business ApplicationsFifteen data sources into one lakehouse, and models that finishAlso in Financial ServicesThousands of service interactions a day, forty per cent automatedAlso in Financial ServicesScaling scarce expertise instead of hiring itAlso in Financial Services