CRM Modernization for a European Bank — Dynamics 365 Implementation
The Challenge
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.
The Solution
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.
Results & Outcomes
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
Industry: 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.
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