Case Study: Diamond Bank achieves digital transformation, real-time customer insights and productivity gains with Microsoft Azure

Go beyond banking, connecting people and markets and markets to people

Diamond Bank, a major Nigerian bank with about 300 branches, faced the challenge of scaling customer service, collaboration, data analysis, and secure data archiving to reach more people and deepen financial inclusion cost‑effectively. Growing operations made it hard to track customer interactions, coordinate staff across branches, and turn transaction data into actionable insights.

By adopting Microsoft technologies — Dynamics 365 for Customer Service, Office 365 (Outlook, Skype for Business, Teams, Yammer), Power BI, and Azure cloud services — Diamond Bank automated CRM records, enabled real‑time dashboards and collaboration, and securely warehoused data. The result was faster handovers, reduced travel, company‑wide visibility into customer behavior, new products like the 436# USSD service, stronger data‑driven decisions, and measurable productivity and customer‑centric gains.

Diamond Bank

Uzoma Dozie

Chief Executive Officer