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CRM for financial servicesMaking customers the heart of your business in Microsoft’s intelligent cloud

DXC Eclipse | White Paper

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CRM for financial services

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

In today’s competitive financial services market, the focus is on the customer, and organizations need to ensure that the customer is at the heart of their business. Microsoft Dynamics 365 creates the working environment for your team to deliver exceptional customer experiences by transforming your business into a customer-centric organization, driving engagement opportunities and increasing customer retention.

To earn a customer for life, there are four things organizations must do:

• Market smarter: Segment data, plan and deliver focused campaigns and provide quantifiable results.

• Engage effectively: Interact with customers in a consistent and responsive manner across all channels.

• Provide exceptional customer service every time, anywhere: Leverage relevant information to build a lasting relationship with the consumer.

• Provide a 360-degree view of the customer: Maximize the value of the customer to the organization.

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 source 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.

• Gain visibility into campaign activities and control communications by targeting customers and setting up alerts based on level of engagement.

Table of contents

Interaction management 2

Customer service 3

Marketing 3

Workflow engine 4

Social engagement 4

Mobile 5

Maximizing your solution 5

Leveraging Microsoft’s intelligent business cloud 5

Why DXC Eclipse? 6

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Customer service

Social media and mobile communications have forever changed customer expectations. Interaction with financial institutions and accessing products and services are often done remotely.

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 organizations is to balance superior customer experiences against the 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 personalized service across every channel, every time.

Marketing

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

Microsoft Dynamics 365 for 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 optimize 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 multichannel, multistage campaigns. Behavioral data and powerful analytics help you understand how your brand is perceived, and what your customers need, so you can plan effectively and reach them on their preferred channel with the right message at the right time.

• Build pipeline: Automate the lead qualification process and pass leads to sales in real- time. Behavioral data, automated lead scoring and lead sharing all help ensure that sales is getting more and better leads, 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.

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Workflow engine

The automated business processes or service cases within Dynamics 365 enable the enforcement of business rules and can guide users toward desired customer service outcomes. This allows 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 organizations to implement complex business processes based on specific topics or skill sets. 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 customers the information they are looking for quickly and accurately.

Social engagement

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

• Social marketing: Manage your brand reputation, nurture influencers, measure campaign effectiveness and strengthen community management by engaging customers in the same media they use to communicate with you or about your organization.

• Social care: Keep customers happy by identifying any issues or trends within social media early, allowing you to be proactive in dealing with a specific or important issue.

• Social interaction: 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.

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Mobile

The ability to access your customers’ financial details from a mobile device is crucial to providing timely service. Dynamics 365 helps your customer service representatives stay connected and productive wherever they are. Mobile connectivity keeps your team prepared for every engagement while interacting with customers and gathering more information relating to their interests.

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 have 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.

Maximizing your solution

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 customizations without having to build the fundamental customer relationship management (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.

Leveraging Microsoft’s intelligent business cloud

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

Microsoft has dedicated data centers across the globe. With the growing compliance culture of the financial industry, data sovereignty and security are primary objectives 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 the Microsoft Azure platform. Microsoft maintains high levels of security, audit and compliance for Office 365 and Dynamics 365, including those set by the International Organization for Standards (ISO), the General Data Protection Regulation (GDPR) and the Statement on Standards for Attestation Engagements 16 (SSAE 16).

Dynamics 365 is the only CRM solution available that delivers a cloud-based platform combining not only CRM data, but also data from the Microsoft Office 365 productivity suite and other business 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 their business.

DXC Eclipse | White Paper

Why DXC Eclipse?

DXC Eclipse, a practice within DXC Technology, helps enterprise and mid-market companies accelerate digital transformation, solve business challenges and deliver intelligent solutions that make a difference for clients, employees and partners. We believe in delivering expertise, project transparency and excellent customer service in every engagement.

With team members in North America, EMEA, Asia and Australia-New Zealand, we are uniquely positioned to deliver Microsoft Dynamics 365, ERP, CRM, business process, analytics and collaboration solutions to clients across the globe. The largest independent Microsoft Dynamics partner in the world, DXC Eclipse serves more than 4,000 clients across multiple industries. Our practice delivers services and solutions that positively impact our world today and into the future.

Learn more at www.dxc.technology/dxceclipse

About DXC Technology

DXC Technology (DXC: NYSE) is the world’s leading independent, end-to-end IT services company, serving nearly 6,000 private and public-sector clients from a diverse array of industries across 70 countries. The company’s technology independence, global talent and extensive partner network deliver transformative digital offerings and solutions that help clients harness the power of innovation to thrive on change. DXC Technology is recognized among the best corporate citizens globally. For more information, visit www.dxc.technology.

© 2018 DXC Technology Company. All rights reserved. ECL-069. July 2018

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