Case Study: Vancity improves member service with Microsoft Dynamics CRM

Canadian financial cooperative improves member service with updated CRM

Vancity, a member-owned Canadian financial cooperative, faced a challenge due to its siloed data and aging technology. It was using seven different CRM systems, which prevented staff from quickly accessing member information and delivering efficient service. To support its core banking renewal program, Vancity needed a consolidated customer relationship management solution to simplify its IT landscape and improve member service. Microsoft Corporation provided this solution with Microsoft Dynamics CRM.

The implementation of Microsoft Dynamics CRM was seamless, with the system deployed in under six months and the migration of over 600,000 records completed in a single weekend. The intuitive system was quickly adopted by 1,800 employees immediately and is now used by 2,200 staff. The results include streamlined workflows, the ability for all employees to share a single view of each member, and significantly improved service, such as for call center agents handling 4,000 daily calls. Microsoft's solution provided a flexible platform that prepared Vancity for its future core banking upgrade and cloud strategy.

Vancity

Bruce Hogg

Vice President Information Technology