microsoft dynamics 365 - crm for financial...

Making customers the heart of your business in Microsoft’s intelligent business cloud.

Microsoft Dynamics 365 - CRMfor Financial Services

2Microsoft Dynamics 365 - CRM for Financial Services

Microsoft Dynamics 365 - CRM for Financial ServicesIn today’s competitive financial services market the focus is the customer – making sure the customer is at the heart of the business. Dynamics 365 creates the working environment for your team to deliver exceptional customer experiences by transforming your business into a customer centric organisation, driving engagement opportunities, and increasing customer retention.

In order to earn a customer for life, there are four things organisations must do:

• Market smarter – segmenting data, planning and delivering focused campaigns, and proving the quantifiable results.

• Engage effectively – interacting with customers in a consistent and responsive manner across all channels.• Provide exceptional customer service every time, anywhere – leveraging relevant information to build a

lasting relationship with the consumer.• 360 degree view of the customer - the total value of the customer to the organisation, the opportunity and/

or the risk they represent.

360 degree view of all contacts in Dynamics 365


360 Degree View of Customer & Interaction Management

Dynamics 365 helps financial services customers to interact more effectively by providing relevant messaging based on information recorded from all customers, channels, and interactions.

• Consolidate information from integrated systems* and revenue streams, into a single location within Dynamics 365.

• Manage and report your engagements in a way that maps to your business.• Visually explore relationships with key information displayed on tiles.• Discover relationships by viewing products, contacts, bookings or users in hierarchical charts.• Strengthen your marketing and sales synergies with the use of dynamic lists, allowing you to target

marketing efforts based on information collected from all customer interactions.• Users gain visibility into campaign activities and control communications by targeting their customers and

setting up alerts based on their interactions.

*Dynamics 365 can integrate into a range of external financial systems.

360 degree view of the customer – customised customer contact form in Dynamics 365


Customer Service

Social media and mobile communications have forever changed customer expectations. How they interact with financial institutions and how they access the products and services they desire, in many cases, is done remotely without walking into a branch. Regardless of the channel, customers expect high quality and consistent service at all times. Whether it is over the web, social networks, or on the phone, the challenge for customer service driven organisations is to balance superior customer experiences against their cost of service for an optimal combination over time. Cost of service varies significantly across various channels, therefore retaining continuity, consistency and quality of service is key. Customer service representatives equipped with consistent customer information will be best positioned to build customer loyalty, drive issue resolution and build product portfolio by providing relevant, proactive and personalised service across every channel, every time.

Full view of the ‘Product & Service Information Tiles’ within a customer contact screen.


Marketing

Translating a wealth of available customer data into effective marketing strategies is one of the great challenges for financial services organisations. Understanding what matters most to customers and then delivering to those needs quickly and consistently will build customer loyalty and portfolio value.

Dynamics 365 Marketing helps you drive revenue by planning campaigns more strategically, executing across channels more effectively, and measuring the impact of your marketing investments in real-time. You can manage and optimise your marketing and sales funnel with a single integrated solution Built on Dynamics 365.

Using a single, 360 degree view of your customer, Dynamics 365 will help you market smarter, not harder.

• Engage customers - connect customers with targeted content through multi-channel, multi-stage campaigns. Behavioural data and powerful analytics help you understand how your brand is perceived, and what your customer’s need, so you can plan effectively and reach them on their preferred channel with the right message at the right time.

• Build Pipeline - automate lead qualification process and pass great leads to sales in real-time. Behavioural data, automated lead scoring, and lead sharing all help ensure that sales is getting more leads and more leads of the right kind; helping to increase revenue and close more deals faster.

• Demonstrate Impact - measure pipeline and revenue results across every marketing investment. Marketing analytics and Power BI let you track your impact across campaigns and channels for a true view of your marketing ROI.

Workflow Engine

Dynamics 365 Marketing helps you plan and manage your marketing plan from financial to tactical.


The automated business processes or service cases within Dynamics 365 enables the enforcement of business rules and can guide users toward desired customer service outcomes. This allow your team to deliver a consistent customer experience across all channels and departments.

Dynamics 365 improves business process flows by using branching capability to allow organisations to implement complex business processes based on specific topics or skillsets. The branch selection is done automatically, in real-time, based on the rules defined. This eliminates overhead operations and queue management backups and gets your customer the information they are looking for, quickly and accurately.

Integrated Social Engagement

With integrated social insights, your organisation has the ability to listen to, but also to interact within social channels, ensuring a consistent image and positive impact on your brand.

Social Marketing allows you to manage your brand reputation, nurture influencers, measure campaign effectiveness and strengthen your community management by engaging customers in the same media they use to communicate with you or about your organisation.

Social Care keeps customers happy by identifying any issues or trends within social media early and allows you to be proactive within social media relating to a specific or important issue.

Social Interaction allows you to leverage social communication to identify and act on customer buying signals, monitor key developments on your top accounts, as well as track competitor interactions and trends.

Any Device, Anywhere

Summary Statement Dashboard


Accessing your customers’ financial details from a mobile device is one of the hottest topics in finance today. Dynamics 365 helps your customer service representatives stay connected and productive wherever they are. Mobile connectivity keeps customer information available and your team prepared for every engagement:

• Update notes, tasks, contacts, accounts and leads while the details on the fly.• Interact with customers and gather more information relating to their interests while off site.

To retain continuity, when you tailor the Dynamics 365 web interface, the configuration will be reflected in the tablet application. Leveraging configuration work that you’ve already done allows you to go to market faster with a mobile platform. Even client-side logic is supported on the mobile device to deliver rich experiences. Data is cached for offline viewing, so there is no need for an internet connection which provides a fail-safe solution when internet disruptions occur.

Extending Dynamics 365

Dynamics 365 provides a powerful business application platform that delivers the opportunity to extend and provide value added solutions. These solutions are built on top of the robust core platform capabilities included with Dynamics 365. By using these capabilities, you can add customisations without having to build the fundamental CRM foundation. Dynamics 365 makes use of metadata-driven architecture offering the flexibility to create custom entities and attributes - making future upgrades easy. This allows for data structure changes without requiring code modifications in Dynamics 365.

Dynamics 365 pictured on a small Microsoft and iOS device.

Eclipse, a DXC Technology Company is a leading global Microsoft Gold Partner delivering Dynamics 365, ERP, CRM, business process, analytics, and collaboration solutions on premise and in the cloud.

With a single, global team of Microsoft consultants, Eclipse has helped over 1,700 customers achieve successful digital transformation projects using the full suite of Microsoft technologies and applications.

We offer specialist industry solutions built on the Microsoft platform for retail, manufacturing, banking, healthcare, and mining for customers in the mid-market through to enterprise.

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Dynamics 365 - Microsoft’s Intelligent Business Cloud

Dynamics 365 is a fully cloud-based solution. It uses Microsoft Azure as its unifying architecture, combining CRM and ERP with Office 365, Power BI and Cortana Intelligence into one, cloud-based experience on a Common Data Model.

Microsoft has Australian-based data centres in both Sydney and Melbourne. With the growing compliance culture of the financial industry, data sovereignty and security is a primary objective for any technology implementation. It is important that banking customers have peace of mind that their data is as safe as possible and is hosted locally within Australia on the Microsoft Azure platform. Microsoft maintains high levels of security, audit and compliance for Office 365 and Dynamics 365 Online, including; ISO, Safe Harbor, and SSAE16. More information can be found by visiting https://www.microsoft.com/online/legal/v2/en-us/MOS_PTC_Security_Audit.htm

Dynamics 365 is the only CRM solution available that delivers a cloud-based platform that combines not just CRM data, but also data from the Office 365 productivity suite and other business data (social data, operational data) a common data platform and data model. This enables users to access all the customer data, business data and functions they need to get work done and to keep customers at the heart of your business.

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For more information, please contact:

Dynamics 365

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