Dynamics 365 for Financial Services & Banking

What Dynamics 365 modules do financial services companies need?

Most financial services implementations center on Dynamics 365 Sales (for relationship managers, pipeline tracking, and cross-selling), Dynamics 365 Customer Service (for case management, SLA tracking, and omnichannel support), and Customer Insights (for customer segmentation, lifetime value analysis, and personalized outreach). Banks and insurance companies also benefit heavily from Power Automate for process automation - loan approval workflows, KYC document collection, claims routing, and compliance notification chains. Power Apps canvas apps serve as client-facing portals (via Power Pages) for self-service account management, document upload, and application status tracking. Solzet has implemented all of these in combination for financial clients, with particular expertise in configuring the complex security role hierarchies that financial regulations demand.

How does Solzet handle compliance and data security for financial clients?

Financial services clients require strict data handling. Solzet configures Dataverse security at the column level (field-level security profiles) and uses business units, teams, and hierarchical security models to ensure relationship managers see only their portfolios. For GDPR and financial regulation compliance, we implement data retention policies, consent tracking via custom entities, audit log configurations, and automated data subject access request (DSAR) workflows using Power Automate. All client data stays within your Microsoft 365 tenant - Solzet consultants access environments via your Azure AD with MFA, conditional access policies, and session recording where required. Our B2B contracts include GDPR-compliant DPA clauses and mutual NDAs.

How do you track periodic client reviews in a way a regulator will accept?

When a regulator flags missing review documentation, the problem is rarely that reviews never happened. It is that the firm tracks them in spreadsheets, so nobody can prove which reviews were due, which were done, on what evidence, and which were missed. The fix is a lifecycle model with four parts, built in Dynamics 365 or, for firms outside the Microsoft ecosystem, in a custom-built CRM.

First, the client: the Account or Contact record, carrying the risk rating and service category that decide how often it must be reviewed. Second, the obligation: one record per client per review type (an annual suitability review, a periodic KYC refresh, a policy or mandate review), holding the frequency, the date the obligation started, the last completed review and the next due date. Third, the review record: one per review actually performed, linked to the obligation, with the reviewer, the outcome, the period it covers and the evidence attached. Fourth, the exception queue: a view and dashboard of every obligation whose due date has passed without a completed review, owned by a named team, with escalation to compliance when an item stays overdue.

Spreadsheets hold the third part at best. A regulator asks about the second and fourth, because they show the firm knows what it owes each client and sees what it has not yet done.

What makes a client review record defensible rather than just present?

Four rules turn a review list into evidence. Due dates are generated by the system, never typed: when a review is completed, server-side logic sets the next due date from the frequency on the obligation, and when a risk rating changes the frequency and due date are recalculated. Users cannot edit the due date column, which is enforced with field-level security rather than just a read-only form field.

Completion requires evidence. A review cannot move to Completed unless the required evidence is attached (the signed review document, the updated fact-find, the refreshed identification) and the mandatory outcome fields are filled. A business process flow guides the reviewer through the stages, and a server-side check blocks the status change if the evidence is missing, so the rule also holds for imports and integrations, not only for people using the form.

No back-dating. The date the review was recorded as complete is stamped by the server, not chosen by the user. The date the meeting took place can be entered, but it is validated (never in the future, and a date earlier than when the review was opened needs a stated reason) and any change to it is audited. Completed reviews become read-only, and reopening one is a separate privilege held by compliance, not by advisers.

A permanent history. Dataverse auditing is switched on for the obligation and review tables and the columns that matter, delete privileges are removed from the adviser roles, and audit history is retained or exported to long-term storage for the period your record-keeping rules require. Our guide to Dynamics 365 audit trails for compliance covers the auditing configuration, storage and export in depth.

How do you prove to a regulator that the historic review gap has been quantified and closed?

The regulator will want remediation, not just a new system. The sequence we follow has five steps.

Step 1, establish the population: every client in scope and every review obligation they carried over the look-back period, built from the client master data rather than from the review spreadsheet, because the spreadsheet only lists the reviews someone remembered to log.

Step 2, load the historic evidence: import the spreadsheet rows and any documents that can be found as historic review records, marked with their source and an evidence status (evidence found, evidence partial, no evidence), never presented as if they were captured in the new system at the time.

Step 3, quantify the gap: compare the reviews each obligation required over the period with the reviews that are evidenced, and produce a gap register per client, review type and period. This register is the number the regulator asks for, and it comes out of a repeatable query rather than a one-off spreadsheet.

Step 4, close it: create remediation reviews for every gap, prioritised by client risk, with target dates and owners. A remediation review is completed today and records the period it covers, so the record is honest about when the work was done.

Step 5, report to closure: a dashboard showing the gap register falling to zero over time, with the audit history behind every item, which is the evidence that the gap has been closed rather than papered over.

Which parts of client review tracking are Dynamics 365 configuration and which need custom development?

Most of the model is configuration. The obligation and review tables and their relationships, forms, views, the overdue exception view and dashboards, the business process flow for the review stages, security roles and field-level security, Dataverse auditing, SharePoint document integration for evidence, and scheduled Power Automate reminders and escalations are all built without code.

A small amount of custom development is what makes it defensible. Server-side plugins generate and recalculate due dates inside the same transaction as the review, block completion when evidence is missing, stamp completion dates and lock completed records, and these rules have to hold for every entry route, which a form script or an asynchronous flow cannot guarantee. The historic remediation also needs development: migration scripts that load spreadsheet history with source and evidence status, and the reconciliation logic behind the gap register. Scoping sets out the configuration and the development as separate pieces of work, so you can see which is which.

The same pattern applies to obligations driven by expiry dates rather than review frequency, such as licences, certifications and insurance documents across sites and third parties; see compliance and certificate tracking across many sites.

Can Dynamics 365 replace legacy banking CRM systems?

Yes, and this is one of our most common project types. Many banks and financial institutions run legacy on-premises CRM systems (Siebel, custom .NET applications, or heavily customized older Dynamics versions) that are expensive to maintain and impossible to extend. Solzet migrates these to Dynamics 365 CE in the cloud - we map existing entities and relationships to the Dataverse model, build ETL pipelines for historical data migration (typically using Azure Data Factory or custom SSIS packages), replicate critical business logic as plugins and Power Automate flows, and rebuild custom UI elements as PCF controls. A typical CRM modernization for a mid-sized financial institution takes 4-8 months depending on data complexity and integration count.

How can Power Automate streamline loan origination and claims processing?

Loan origination and insurance claims are process-heavy workflows that Power Automate handles exceptionally well. For loan origination, we build end-to-end flows that trigger when an application is submitted (via Power Pages portal or internal form), automatically pull credit scores from third-party APIs, route the application through tiered approval chains based on loan amount and risk profile, generate offer letters from Word templates, send them for electronic signature via DocuSign or Adobe Sign, and update the opportunity stage in Dynamics 365 Sales at each milestone. For insurance claims, we implement intake automation (email or portal submission → Dataverse case creation → document attachment processing via AI Builder), adjuster assignment based on claim type and workload, and settlement approval workflows with audit trail logging. Both patterns include SLA timers configured in D365 Customer Service that escalate overdue items automatically and feed real-time dashboards showing pipeline volume, average processing time, and bottleneck identification.

What does a customer 360-degree view look like for a bank using Dynamics 365?

A customer 360 view in Dynamics 365 for banking consolidates every interaction, product, and data point for a client into a single relationship manager interface. Solzet configures this by building custom Dataverse entities for financial products (accounts, loans, credit cards, investment portfolios) linked to the standard Contact and Account records, integrating transaction history from core banking via scheduled or real-time API sync, surfacing interaction timeline (emails, meetings, calls, service cases) on the unified contact form, and embedding Power BI dashboards showing customer lifetime value, product penetration, and next-best-action recommendations. We enhance the standard D365 forms with custom PCF controls - for example, a portfolio summary widget that displays asset allocation as an interactive chart, or a risk indicator control that color-codes customers based on configurable thresholds. The result is a single pane of glass that relationship managers use daily instead of switching between five separate systems, which our banking clients consistently cite as the highest-ROI feature of their D365 deployment.