CRM Modernization for a European Bank - Dynamics 365 Implementation
Solzet modernized the CRM of a mid-sized European bank that had outgrown a 15-year-old on-premises system. Over 5 months, a team of 3 senior consultants implemented Dynamics 365 Sales and Customer Service on a Dataverse data model built for products, portfolios, KYC documents, and compliance statuses. The team migrated 200,000+ historical customer records with Azure Data Factory, automated customer onboarding with Power Automate, added a custom PCF portfolio control, built Power BI dashboards for relationship managers, and integrated the core banking system. Customer onboarding fell from 14 days to 5, relationship manager data entry time fell by 45%, and the customer 360 view is used by 120+ relationship managers across 8 branches.
What problem did the client need to solve?
A mid-sized European bank was running a 15-year-old on-premises CRM system that was expensive to maintain, impossible to extend, and disconnected from their modern Microsoft 365 environment. Relationship managers spent 30% of their time on manual data entry across multiple disconnected systems. Customer onboarding required 12 separate manual steps across 3 departments, averaging 14 business days from application to account activation. The bank needed a modern CRM that would unify customer data, automate onboarding workflows, and provide relationship managers with a complete customer 360 view.
What did Solzet build?
Solzet implemented Dynamics 365 Sales and Customer Service with the following components: a Dataverse data model with custom entities for products, portfolios, KYC documents, and compliance statuses; migration of 8 years of historical customer data (200,000+ records) from the legacy CRM using Azure Data Factory; Power Automate flows for automated customer onboarding - document collection, KYC verification routing, compliance approval chains, and account activation notifications; custom PCF controls for a financial portfolio visualization on the account form; Power BI dashboards for relationship managers showing customer lifetime value, product holdings, and cross-sell opportunities; and integration with the core banking system for real-time account balance and transaction data display within D365.
What results did the project deliver?
Customer onboarding time reduced from 14 days to 5 days (64% reduction)
Relationship manager data entry time reduced by 45%
Customer 360 view adopted by 120+ relationship managers across 8 branches
First-year ROI estimated at 280% based on time savings alone
Which industry solutions does this project belong to?
Dynamics 365 for Financial Services & Banking
CRM implementation, customer onboarding automation, loan management workflows, compliance tracking, and customer 360 views for banks, insurance, and financial institutions.
See all Financial Services solutions →Which related services fit a project like this?
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White-label Dynamics 365 subcontracting for Microsoft partners. You keep the client and SOW; we deliver CE, Power Platform and PCF from Armenia. NDA-protected.
What do buyers ask about this project?
Which Dynamics 365 apps did Solzet implement for the bank?
Dynamics 365 Sales and Dynamics 365 Customer Service, on a Dataverse data model with custom entities for products, portfolios, KYC documents, and compliance statuses. Around them the project added Power Automate flows for onboarding, a custom PCF control for financial portfolio visualization on the account form, Power BI dashboards for relationship managers, and an integration that shows real-time account balance and transaction data from the core banking system inside Dynamics 365.
How was the legacy CRM data migrated?
Eight years of historical customer data, more than 200,000 records, were migrated from the legacy on-premises CRM into Dataverse using Azure Data Factory, so relationship managers started on Dynamics 365 with the customer history they already relied on.
How did the bank cut customer onboarding from 14 days to 5?
Before the project, onboarding took 12 separate manual steps across 3 departments. Solzet replaced them with Power Automate flows for document collection, KYC verification routing, compliance approval chains, and account activation notifications. Onboarding time fell from 14 days to 5, a 64% reduction.
How long did the project take and who delivered it?
The implementation took 5 months and was delivered by a team of 3 senior Solzet consultants covering the data model, data migration, automation, the custom PCF control, reporting, and the core banking integration.
Is Dynamics 365 the only CRM option Solzet recommends for banks?
No. We recommend the right solution, whether that is Microsoft Dynamics 365, Power Platform, or a custom-built CRM. This bank already ran Microsoft 365, so Dynamics 365 fitted its environment. Organizations that need full control without Microsoft licensing can have a custom CRM built on React, Node.js, PostgreSQL, or .NET instead.
Want similar results for your organization?
We recommend the right solution - whether that's Microsoft Dynamics 365, Power Platform, or a custom-built CRM. Some businesses need the Microsoft ecosystem. Others need full control without licensing. We deliver both. Tell us what you need and a senior consultant replies within one business day.