Dynamics 365 Customer Service for a Startup Bank
6 FEB 2018
The ClientThe client is one of the leading Startup banks in their region.
As a thriving Startup bank, the client wanted to set up a foundation for delivering exceptional customer service experience to its customers. With the goal of winning customers for life, the client wanted to deliver a personalized experience to each customer while improving the productivity of the employees in-house.
The following was the need of the client:
- To maintain the details of all customers in the branch in a single repository
- To build communication with customers
- To generate customized quarterly reports
- To run the marketing campaigns for new offers from the bank and act based on the responses received
- To provide employees with instant access to customer information
- To facilitate personalized customer service
The client approached Star Knowledge to build a solution that best suited their business requirements.
As a Microsoft preferred partner for Dynamics 365, after reviewing all the requirements of the clients, The Microsoft Consultants at Star Knowledge proposed to implement Microsoft Dynamics 365 Customer Service which can address the above business needs.
The team of Dynamics 365 consultants, implemented Dynamics 365 Customer Service in collaboration with the customer service team. Several customizations to the desired app and the module had to be tailored that would deliver customer satisfaction and drive more revenue. The Dynamics 365 experts at Star Knowledge built several automated workflows to track customer issues, share information instantly, and track service levels through SLAs. Additionally, our Power BI consultants integrated the Microsoft Business Intelligence solution into the D365 app. The customized Power BI dashboards built delivered insights into the performance of customer service, the performance of marketing campaigns, and a comprehensive overview of the customers.
Results & benefits obtained
Using Dynamics 365 Customer Service, the customer was able to create a 360-degree view of their customers, providing personalized offers and communication throughout a customer’s journey.
Whether it’s monitoring branch traffic patterns or a customer’s account activity, Bank employees use Dynamics 365 for Customer Service and Power BI to identify and address problems before they begin to affect the customer relationship.
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